You can train Custom Answers to answer any common question a customer asks at the start of a new conversation, in up to 37 supported languages:
Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Mongolian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukrainian, and Vietnamese.
When creating a new answer, choose the language of your response and Fin will automatically match the answer to your customer's browser settings.
Searching will then surface historical questions in the selected language:
After you've finished selecting relevant questions, finish creating your answer.
For convenience, you can filter the list to see only answers and suggested unanswered questions in a particular language.
If you want to create the same answer in two separate languages, you will have to create two different answers, and train each one separately.
When you create an answer in two languages, you’ll see two separate answers in Intercom. Reporting will treat these as two distinct answers.
Note: Real-time translation is not supported for Custom Answers.
Customer experience
Fin will try deliver the most relevant answer when a customer asks a question, if a relevant answer exists for that language.
Fin will only deliver Custom Answers in the language that it detects for that customer.
Note: Custom Answers are unavailable for customers who joined Intercom on or after March 19, 2025. Instead, you can use Fin Tasks. Customers with existing Custom Answers can continue using them for now.