Intercom Multilingual Auto-Reply

Overview

This flow removes the language barrier from Intercom using Microsoft Translator. When a new conversation is created in a non-English language, the flow detects the language, posts an English translation as an internal admin note for the agent, and replies to the customer with an acknowledgement translated into their own language. It also emails the support mailbox a summary.

Why it matters: A single-language support team can't respond instantly to a global chat audience. Detect -> translate-in -> acknowledge-out gives immediate, localized responses while agents continue to work in English. Ships Off; going live requires only authorizing the connections and setting the environment-variable values.

Use Case

A support team receives Intercom chats in many languages. They want (1) an instant localized acknowledgement to the customer, (2) an English rendering of the message for the agent, and (3) a heads-up email so the right person can pick the conversation up.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Intercom	shared_intercom	TrigNewConversation POST /conversations/{id}/reply
Microsoft Translator	shared_microsofttranslatorv	Translate
Office 365 Outlook	shared_office365	SendEmailV2

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Detection threshold

To skip very short messages (emoji-only, hi), add a length check on Compose Plain Message before Detect Language.

Reply translation on send

Extend the pattern to translate the agent's English reply back into the customer's language when they respond.

Language tag / routing

Add an Intercom HTTP /conversations/{id}/tags call to tag the conversation with the detected language for routing.

Skip known-English locales

Bypass the translate path for users whose Intercom locale is already English.

Public vs. private reply

The customer acknowledgement uses message_type comment; switch to note if you want it agent-only.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@body('Detect_Language')?[0]?['language']

@coalesce(body('Detect_Language')?[0]?['language'], variables('varAgentLanguage'))

@not(equals(toLower(variables('varDetectedLanguage')), toLower(variables('varAgentLanguage'))))

@body('Translate_To_English')?[0]?['TranslatedText']

@{concat(variables('varIntercomBase'),'/conversations/',triggerOutputs()?['body/id'],'/reply')}

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