Fin AI Agent runs AI-powered language detection on all Intercom conversations, to determine what language it should reply to the customer in.

Every time a customer sends a new message in a conversation, Fin attempts to detect the language using that and prior messages in the conversation. Once Fin achieves high confidence on the customer’s language, it sets the Language of the conversation.

You can see this in the right sidebar on the Help Desk, under Conversation attributes:

Once the language has been set, Fin will speak in that language for the remainder of the conversation, without attempting to detect language again.

If Fin doesn’t have enough customer content in a conversation to confidently detect language, it will resort to a fallback language:

Conversation events will be displayed in the Help Desk throughout the conversation, to help you understand why Fin is choosing to speak in a particular language:

However, if the customer has the Language override attribute set to a language, this will take precedence and Fin will always speak to them in that language, without attempting to run language detection or resorting to fallbacks.

You will see an event in the conversation when Fin uses a Language override:

There are several ways to set or update a customer’s Language override, if you would like to force Fin to speak in a specific language for that customer. You can learn about them in this article.

To sum it all up, Fin AI Agent will determine a customer's language in the following order: