Problem

SMS notifications may be delivered in a different language than the language selected on the notification or incident template. This can occur even when the notification template and system are configured for a specific language.

Root Cause

The contact record's Preferred Language value can override the notification's Notification Language setting for notifications sent via SMS. When a contact has a different preferred language set, it may override the incident or notification template's language. As a result, even if the notification template and system are configured in one language, the SMS can be sent in the language set on the contact record.

Solution

To ensure the notification language you select is applied for all recipients, manage the Preferred Language field in contact records and uploads so that it does not force an unintended language.

1. Stop populating Preferred Language in uploads

If you do not need to control language per contact, configure your contact uploads so that preferred language values are not applied, ensure the Preferred Language column is left blank in contact upload files.

If values are already present in the contacts list and causing language overrides, clear them and update contacts:

• Download your full contact list.

• Remove or clear all values from the Preferred Language column, keeping only the column header.

• Upload the file again using an Update type import, with the Preferred Language column included and empty.

This update removes contact-level language overrides so that the system uses the notification template language when no preferred language is selected.

2. Review contact language preferences and templates

To align language behavior with your intended configuration, verify both contact records and notification templates:

• Check and update language preferences in contact profiles so that contacts receive notifications in their desired language.

• Review the language setting in the incident or notification template to ensure it matches the language you want to send.

• Ensure all components of the notification, including confirmation prompts, are set to the desired language where configurable.