If you're uploading a translation glossary and it's not working. You're getting errors, no errors, no response, or failed upload, it’s usually caused by formatting issues in the CSV file.
Follow this guide to make sure your file is formatted correctly.
File Format Requirements
Make sure your file meets all of the following:
- Saved as .csv (Comma-Separated Values)
- The first column in the .csv file must be the default (source) language, that is, the language your Help Center articles are originally written in
- Uses commas (,) as delimiters - not semicolons (;) or tabs
- Encoded in UTF-8
- Column headers must exactly match the language names in your Intercom account
For example, use Portuguese (Portugal), not just Portuguese
Tip: Use this tool to fix delimiters: CSV Column Delimiter Changer
Include All Columns - Even If Empty
Every row must have the same number of columns as your header row - even if some translations are missing.
Use empty fields marked with commas to preserve the structure.
Sample CSV
The following is an example of the .csv file with the entries. In this example, the default language is English.
English,Spanish,French,All Velvet Red Geraniums,Geranios Velvet Red,Géraniums Velvet Red, Golden Emperor Lilies,Lirios Golden Emperor,Lys de Golden Emperor, Florals Online,,,Florals Online Central Avenue,,,Central Avenue
Table Breakdown
| English | Spanish | French | All |
|---|---|---|---|
| Velvet Red Geraniums | Geranios Velvet Red | Géraniums Velvet Red | (empty) |
| Golden Emperor Lilies | Lirios Golden Emperor | Lys de Golden Emperor | (empty) |
| Florals Online | (empty) | (empty) | Florals Online |
| Central Avenue | (empty) | (empty) | Central Avenue |
CSV files must preserve the commas, even when fields are blank.
- Correct Row (empty fields preserved):
Florals Online,,,Florals Online - Incorrect Row (empty fields skipped):
Florals Online,Florals Online
Common Reasons Glossary Uploads Fail
| Problem | Fix |
|---|---|
| Incorrect file format | Save the csv file as .csv, encoded in UTF-8 |
| Missing or incorrect column headers | Use exact language names as shown in your Intercom settings |
| Inconsistent column count per row | Each row must have the same number of columns as the header row |
| Skipped empty fields | Leave empty cells blank, but still include commas (e.g., ,,) |
| Unsupported Language | Match headers with the language names in your Intercom account. Example: Use Portuguese (Portugal), not just Portuguese |
Still need help?
If your upload still isn't working, contact our support team and attach your CSV file. We'll take a look and help you fix it!