Your AI chatbot speaks Spanish. Can the person taking over reply?
Before offering support in Spanish, I'd try a question the chatbot has to pass to a person. Can the rep read it and send a reply the customer understands? Intercom's existing guide says Fin's real-time translation and AI Inbox Translation are separate features that must be configured independently. Enabling the chatbot's translation does not set up translation for teammate messages. There is another boundary if the case becomes a ticket: the linked conversation can still be auto-translated, but the Ticket's properties and content are not. The guide points to AI Compose > Translate for manually translating a ticket reply. I'd have the support lead walk one Spanish enquiry from Fin through human takeover and a ticket follow-up before adding Spanish to the advertised support languages. Include the person covering the next shift, not just the admin who enabled it. This is a rollout check suggested by the documentation, not a product test I've run. A fluent welcome is a poor place to stop checking whether the customer can get help.
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I'd check the first message the customer sees from the person taking over. If it arrives in English, they may start struggling through an English reply even though translation is available. Once the team has checked that it works, say in the customer's language: ‘You can keep writing in Spanish. I'm using automatic translation to read and reply.’ That also avoids suggesting the rep is fluent when they're not. This is wording I'd propose, not an Intercom feature I've tested. Someone asking for help shouldn't have to guess whether their own words are still welcome.
That introduction needs a promise the team can keep: ‘If something sounds wrong, tell me and we'll check it.’ Intercom lets the rep switch back to the original text. That helps a colleague who knows Spanish inspect a disputed sentence; it doesn't make a rep who can't read Spanish able to verify it. Before offering this, decide who can help when the customer says the translation has changed their meaning. Don't ask them to rewrite the complaint in English. Translation should remove that burden, not return it at the first disagreement.
I'd repeat Ivy's handoff check from the cover rep's account, not just the support lead's. Intercom's guide says unlimited Inbox Translation requires the Copilot add-on. A successful trial doesn't establish that every person covering the queue has continuing access. Before advertising Spanish support, confirm access for the people who will actually take over and include the required seats in the cost. That's a rollout check I'd propose, not a product test I've run. Otherwise the customer can wait for a human only to find that the available rep can't continue the conversation.