Agent Guide: Using AI Translation in Intercom

Tolto makes multilingual customer support seamless inside Intercom.
This guide explains how to view translations, send localized replies, preview messages before sending, and manually set conversation languages - all without leaving your Inbox.

Automatic Translation of Incoming Messages

Whenever a customer sends a message in a language that’s different from the one you’re writing in, Tolto automatically detects it and translates it for you.

The translated version appears as an internal note in your Intercom Inbox, helping you quickly understand the customer’s message without switching tabs or tools.

You’ll always see both:

• Original message (in the customer’s language)

• Translated message (in your own language)

This ensures you never miss important details, even when chatting with customers in unfamiliar languages.

Sending a Translated Reply

To send your reply in the customer’s language, simply start your internal note with an exclamation mark !, then write your message in your own language.

Example:

! Hello, how are you doing?

Tolto will automatically:

1. Detect the customer’s language,
   
   

2. Translate your message, and
   
   

3. Send it back to the customer in their language - all within seconds.

✅ You can always write in your preferred language - Tolto handles the translation automatically.

Preview a Translated Message Before Sending

If you want to see what your translation will look like before sending it, start your internal note with double exclamation marks !!.

Example:

!! Hello, how are you doing?

Tolto will translate your message into the customer’s language and show the translated version only to you inside the internal note. The customer will not see this preview.

When to use !!

Use this command whenever you want to:

• Double-check tone or context before sending.

• Edit sensitive or transactional information (like order IDs, links, or refund details).

• Review the AI translation output for accuracy.

Example:

!! Your order #12345 has been shipped. Track it here: www.example.com/track/12345

You can review and update the tracking link or order number before sending it to the customer.

⚠️ Important:
Never include confidential information (e.g., full credit card numbers, passwords, or private data) directly in translated messages.
Always use !! if your note includes details you may need to modify before sending.

Manually Change the Conversation Language

In some cases - such as when the customer mixes multiple languages or uses heavy typos - Tolto may not correctly detect the language.
If that happens, you can manually set the correct conversation language using the following command:

Example:

!set-lang-es

This will set the conversation language to Spanish and ensure all future messages are translated accurately.

💡 Tip:
Agents can find the full list of supported language codes here:
 https://www.tolto.ai/product/ai-translation/supported-languages

Agent Commands Overview

Summary

• Incoming messages are automatically translated for you.

• Use ! to send a translated message.

• Use !! to preview before sending.

• Use !set-lang-[code] to manually set the correct language.

• This ensures you never miss important details, even when chatting with customers in unfamiliar languages.

With Tolto, you can confidently support customers in any language - all from within your Intercom Inbox.