Release Notes - Language IO for Intercom Tickets & Live Chat

These are the Release Notes for Intercom Tickets & Live Chat.

v3.0 (2025.07.09)

New

Selecting a default language for all agents and improving language selection for agents

Administrators can now define a default language in the settings that applies to all agents, so that the application defaults to the language that most of their agents prefer. Before, it always defaulted to English.

Administrators can also now select all the languages that appear in the UI dropdown menu for agents. This way, support agents who use the UI dropdown menu to select their preferred language can only see the relevant languages included in their organization. This allows them to to make quicker selections without the need to scroll through an extensive list that contains languages that may be irrelevant.

If administrators do not define a list, the menu shows a default hardcoded list instead.

Defining the language of an end user through their browser locale

Administrators can now enable browser locale detection in the settings. This uses the browser locale setting of the end user to define their language in the conversation, instead of using language detection based on their message.

Language detection kicks in as a backup if the browser locale cannot be found.

Improved

Improving language selection for agents

The menu now shows language names, instead of language codes (for example, "Spanish" instead of "es") , to improve the legibility of the list and make it easier for agents to choose. When specific locales are available, the name of the locale is in parenthesis (for example, "Spanish (Spain)") 

Label changes

The following labels were updated in the UI to make them easier to understand:

• “Customer” to “Customer Language”
• “Agent” to “Agent Language”
• “Auto-translate (inbound)” to “Auto-translate Incoming Messages”

Help button in the UI

We added a "Info" button to the UI to explain the functionality of the Language IO app:

Click this button to read an explanation of each functionality in the app. Click "Dismiss" to return to the app at any time.

v1.1.0 (2025.03.19)

New

Agents can now select their language from a dedicated dropdown menu in the UI

Support agents using the Language IO application can now select their preferred language directly from a dropdown menu in the UI to translate incoming messages.

Simpler headers for internal notes

To improve legibility, the headers of the internal notes that contain translations of inbound messages are now simplified.  While the first header remains “Customer message translated from [source locale] to [target locale] using Language IO. “, all following headers for this same ticket or chat that contain translations will simply say “Translation”.

In addition, the headers of the internal notes that contain translations of inbound messages are now also translated to the agent's preferred language.

Custom Ticket Attributes & other ticket metadata is now translated 

If your organization uses custom ticket attributes that are not displayed in the conversation area (that is, they only appear on the sidebar), the value of these attributes, when filled, is now translatable along with the rest of the ticket for context. Attributes are only translated once in a conversation, and empty attributes are ignored. 

The following ticket labels are also translated to the agent's language:

• Customer
• Bot
• Subject
• Body
• Title
• Description

Handling Server Errors

To help agents understand the behavior of the application when it encounters an error, there is now a new message overlaid over the side bar application when it happens. 

New error message when there are no new messages to translate

Before, the application was unresponsive when the agent clicked "Translate Previous Messages" but there were no messages left to translate. To make it clearer to agents when this happens, the application now shows the message “There are no incoming messages left to translate” in the interface. 

Fixed

"Customer" field empty

When a end user sends an emails with a subject, but without a description, and the Intercom agent receives it, converts it to a ticket and then translates it, the “Customer” field is empty. This is now fixed and the "Customer" field is filled out correctly.

Application behavior when the agent locale is invalid 

When the agent input an invalid locale as their preferred language, the translation would default to English or their previously set preferred language if not English. This is now fixed so that an error pops up to tell the agent the locale is invalid.

v1.0.8 (2025.03.04)

Improved

Detecting the language of the end user based on the full conversation

Until now, to detect the language of the end user, the Language IO app based its detection on their last message in the conversation. Starting with this version, the app takes the entire conversation into account to detect the language of the end user, making the detection more accurate and reliable and reducing the number of times have to manually update the locale themselves.

Fixed

Error when translating a Fin conversation where the end user sent the first message

When an end user starts a chat with the Intercom chatbot Fin, and the conversation then transfers to a human agent, the full transcript of the chat with Fin is translated for the agent to give them the full context of the end user's request.

A bug was found where, when it was the end user who had sent the first message of the conversation instead of Fin, the transcript would not be translated. This is now fixed, and the transcript is translated as expected regardless of who sends the first message.