Admin Setup Guide for AI Translation on Intercom

Note: What you’ll need before starting

• Intercom Admin Access - to authorize the connection between Tolto and your Intercom workspace.
  
  

• List of Teammates - who will use Tolto, along with their default (native) and known languages.
  
  

• Brand Terminology (optional) - product names, brand terms, or phrases to include in your glossary for consistent translations.
  
  

Sign Up with Tolto and Create an AI Translation Project for Intercom

1. Create Your Account
   
   

   • Go to Tolto Sign Up and register using your work email.

   • After signing up, you’ll be guided through the onboarding journey.
     
     

2. Select Your Tool
   
   

   • Choose AI Translation as your product.

   • Then, select Intercom as your connected platform.
     
     

3. Authorize the Connection
   
   

   • You’ll be redirected to Intercom’s authorization page.

   • Approve the requested permissions so Tolto can securely connect and access workspace data such as messages, teammates, and conversations.

Once authorization is complete, your AI Translation project for Intercom will be created automatically. From there, you can configure teammate access, set default languages, and add glossary terms for brand consistency.

Teammate Access & Language Settings

1. Open Teammate Management
   
   

   • In the Tolto dashboard, open your Intercom AI Translation project.

   • Locate the Teammate Management section and click Give Access.

   • You’ll see a list of all teammates synced from Intercom.

   • If a teammate is missing, click Sync Member to refresh the list.
     
     

2. Set Default (Native) Language
   
   

   • Assign each teammate a default or native language.

   • This ensures all conversations are translated into the correct language for that teammate.
     
     

3. Add Known Languages
   
   

   • If a teammate speaks multiple languages, add them here.

   • Tolto will automatically skip translation when the teammate and customer share a known language.
     
     

4. Save & Confirm
   
   

   • Review your teammate list and language settings.

   • Click Save to apply changes.

Properly configuring teammate access and languages ensures accurate translations and smooth multilingual communication.

Special Note: Unassigned Conversations

If a conversation is unassigned, Tolto uses the Intercom Bot’s default language for translation. Translated replies appear under the Bot’s name (default: Fin).

To ensure this works:

1. Go to Teammate Access.
   
   

2. Confirm the Intercom Bot has active access and the role is Operator.

⚠️ Important: Without active Bot access, Tolto can’t translate unassigned messages.

Adding a Glossary for Consistent Translations

A glossary helps you maintain brand identity and terminology consistency across all customer conversations. Product names, brand terms, and industry-specific words will always appear the way you define them, regardless of language.

1. Create a Glossary
   
   

   • In your Tolto dashboard, open your Intercom AI Translation project and go to the Glossary tab.

   • Create a new glossary by entering a glossary name, selecting a source language, and choosing one or more target languages.
     
     

2. Add Terms
   
   

   • Manually enter glossary terms into the table.

   • Each glossary requires one source language and one or more target language columns.

   • Example: Source (English) → Target (Spanish, French, German).
     
     

3. Bulk Upload (Optional)
   
   

   • For larger term lists, upload an Excel file with glossary entries.

   • Make sure your file follows the same structure: one column for the source language and additional columns for each target language.
     
     

4. Save & Apply
   
   

   • Review your glossary entries and confirm.

   • If a term (e.g., “Tolto”) should remain the same, include it unchanged in all target language columns.

Managing Project Settings

Tolto gives you flexible options to customize how AI Translation works in your Intercom project. Follow these steps to configure your project and translation preferences:

1. Set a Project Title
   
   

   • In the Project Title field, enter a descriptive name (for example, “Intercom - Multilingual Support”).

   • Click Save to confirm.
     
     

2. Enable Auto-Translate Conversations
   
   

   • Toggle Auto-Translate Conversations to Enabled.

   • This ensures all multilingual conversations are automatically displayed in each teammate’s default language.
     
     

3. Enable Email Subject Translation
   
   

   • Toggle Email Subject Translation to Enabled.

   • Incoming email subject lines will be automatically translated into your team’s default language.
     
     

4. Enable Bot Conversation Translation
   
   

   • Toggle Bot Conversation Translation to Enabled.

   • Messages exchanged with bots will be translated into the teammate’s default language to keep automated interactions consistent.
     
     

5. Ignore Conversations from Specific Email IDs
   
   

   • In the Ignore conversations from these Email IDs field, enter any email addresses you want excluded from translation.

   • Separate multiple addresses with commas and press Enter after each one.

   • Changes are saved automatically.

By managing these settings, you ensure that Tolto works the way your team needs - providing accurate translations while avoiding unnecessary or irrelevant conversations.

Review & Finalize Setup

Before going live, double-check your setup:

• Test a sample Intercom conversation in another language.

• Validate glossary terms to ensure product names and brand terms appear correctly.

• Confirm teammate workflow - teammates can use !! to preview and !set-lang-[code] to set the conversation language.

• Refine context or glossary settings if needed.

You’re all set! Your Intercom team can now deliver fast, accurate, and on-brand multilingual support powered by Tolto AI Translation.