Use this article to send side conversations in the recipient's language. Write in your own language, select the recipient's language from the 'Send in' selector, and Intercom translates the message automatically before delivery.
How to send a side conversation in another language
Open or start a side conversation in the Inbox.
Write your message in whatever language you're comfortable in.
In the composer, select the recipient's language from the "Send in" dropdown.
Click Send. Intercom translates the message before delivery - in the Inbox, you'll see the original text you wrote, not the translation.
Note: The languages available in the 'Send in' dropdown are your workspace's configured Supported Languages. If you don't see the language you need, ask your workspace admin to add it in Settings > Workspace > Multilingual.
How translations work
When you send a side conversation with a language selected:
Intercom pre-translates the message body into the chosen language before the email or Slack message is sent.
The recipient receives the message in their language.
In the Inbox, the original text you wrote is preserved — you see what you typed, not the translation.
Once a language has been selected or detected, future outgoing messages in that side conversation are translated into the same language.
When the recipient's language is unknown
If the recipient's language isn't known at the start of a side conversation, Intercom detects the language from their first reply and automatically translates subsequent outgoing messages into that language.
Language detection happens per reply, so it works even when the recipient responds in a different language than expected — for example, if the outbound message was sent in Dutch but the reply comes back in French.
Translation limits
Each side conversation is treated as its own conversation for translation limits.
Translating messages in a side conversation counts separately from its parent conversation.
Translations are only counted when you send a message in a new language, receiving a translated reply doesn't count toward your limit.
Known limitations of side conversation translation
Only the message body is translated — the email subject is not. Write the subject line manually in the recipient's language if needed.
Formatted HTML content and list items aren't pre-translated. These use a backup translation process instead, so recipients may see a short delay before the translated version appears.
FAQs
What happens if translation fails?
What happens if translation fails?
If pre-translation can't be applied — for example, due to a model error or network issue — Intercom falls back to a backup translation process. The side conversation message is still delivered; the recipient may just see a short delay before the translated content appears.
Does the end customer see side conversation messages?
Does the end customer see side conversation messages?
No, Side conversations are between you and a third party — for example, a supplier, vendor, or back-office team. The end customer sees no change in their primary conversation.
Can I see the translated version of my message?
Can I see the translated version of my message?
No, the Inbox always shows the original text you wrote. The recipient sees the translated version; you see what you typed.
Does side conversation translation work for both email and Slack?
Does side conversation translation work for both email and Slack?
Yes, Intercom translates outbound side conversations sent via both email and Slack.
What if the recipient replies in a different language than I expected?
What if the recipient replies in a different language than I expected?
Intercom detects the reply language at translation time, per reply. For example, if you sent a side conversation message in Dutch but the reply comes back in French, Intercom adjusts automatically and translates future outgoing messages into French.
Does receiving a translated reply count toward my translation limit?
Does receiving a translated reply count toward my translation limit?
No, translations are only counted when you send a message in a new language. Receiving a reply — even a translated one — doesn't count toward your limit.
Is side conversation translation included in my plan?
Is side conversation translation included in my plan?
Side conversation translation follows the same usage model as AI Inbox Translation:
No Copilot access: translation is not available.
Included Copilot access: each teammate gets 10 free translated conversations per month. Each side conversation counts separately from its parent conversation, so both draw from this limit.
Unlimited Copilot access: no monthly limit on translations.
Once the 10 conversation limit is reached, translations are paused until the following month, or until a Copilot unlimited usage seat is assigned to the teammate.
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