Hi Alice,
We noticed you using our Product, do you have any questions?
- Jane
", "author": { "type": "admin", "id": "25" }, "attachments": [ { "name": "signature", "url": "http://example.org/signature.jpg" } ] }, "user": { "type": "user", "id": "536e564f316c83104c000020" }, "customers": [ { "type": "user", "id": "58ff3f670f14ab4f1aa83750" } ], "assignee": { "type": "admin", "id": "25" }, "open": true, "state": "open", "read": true, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ //... List of conversation parts ], "total_count": 1 }, "conversation_rating": { "rating": null, "remark": null, "created_at": null, "customer": { "type": null, "id": null }, "teammate": { "type": null, "id": null } } "tags": { "type": 'tag.list', "tags": [] } } ``` ```json { "type":"conversation", "id":"1122334455", "created_at":1567693209, "updated_at":1568367881, "waiting_since":1568367881, "snoozed_until":null, "assignee":{ "type":"admin", "id":"1223334" }, "open":true, "state":"open", "read":true, "tags":{ "type":"tag.list", "tags":[ ] }, "conversation_rating":{ "rating":null, "remark":null, "created_at":null, "customer":{ "type":null, "id":null }, "teammate":{ "type":null, "id":null } }, "conversation_parts":{ "type":"conversation_part.list", "conversation_parts":[ { "type":"conversation_part", "id":"1223445555", "part_type":"comment", "body":"We've removed this part of the conversation to comply with Twitter's terms and conditions. You can view the complete conversation in Intercom.", "created_at":1567693273, "updated_at":1567693273, "notified_at":1567693273, "assigned_to":null, "author":{ "type":"user", "id":"5310d8e7598c9a0b24000002", "name":"", "email":"" }, "attachments":[ ], "external_id":null }, ], "total_count":1 }, "customer_first_reply":{ "created_at":1567693209, "type":"twitter", "url":"" }, "conversation_message":{ "type":"twitter", "id":"409820079", "delivered_as":"customer_initiated", "subject":"We've removed this part of the conversation to comply with Twitter's terms and conditions. You can view the complete conversation in Intercom.", "body":"We've removed this part of the conversation to comply with Twitter's terms and conditions. You can view the complete conversation in Intercom.", "author":{ "type":"user", "id":"5310d8e7598c9a0b24000002", "name":"", "email":"" }, "attachments":[ ], "url":"" }, "customers":[ { "type":"user", "id":"5310d8e7598c9a0b24000002" } ], "user":{ "type":"user", "id":"5310d8e7598c9a0b24000002" } } ``` A conversation lets you track and describe communications with your users. Each conversation contains the message that initiated the conversation, the user involved, the admin assigned to the conversation and a list of parts describing the conversation thread. The open or closed status of the conversation is also provided. ### Conversation Object | Attribute | Type | Description | | --- | --- | --- | | type | string | Always `conversation`. | | id | string | The id representing the conversation. | | created_at | timestamp | The time the conversation was created. | | updated_at | timestamp | The last time the conversation was updated. | | waiting_since | timestamp | The last time a customer responded to an admin. In other words, the time a customer started waiting for a response. | | snoozed_until | timestamp | If set this is the time in the future when this conversation will be marked as open. i.e. it will be in a snoozed state until this time. | | conversation_message | Message | The message that started the conversation rendered for presentation. | | user | User | The user the conversation concerns. | | customers | List of customers objects | The list of customers (users or leads) involved in this conversation. This will only contain one customer unless more were added via the group conversation feature. | | assignee | Admin | The admin the conversation is currently assigned to. Note `nobody_admin` indicates the conversation is assigned to *Nobody*. | | conversation_parts | Object | A conversation part object with a list of conversation parts. | | open | Boolean | Indicates whether a conversation is open (true) or closed (false). | | state | String | Can be set to "open", "closed" or "snoozed". | | read | Boolean | Indicates whether a conversation has been read. | | tags | List | A list of tags associated with the conversation. | | total_count | Integer | The number of conversation parts in this conversation. | | conversation_rating | object | A conversation rating object which contains information on the rating and/or remark added by a customer and the admin assigned to the conversation. | waiting_since 2000 years in the future? Waiting since lets you identify how long a customer has been waiting for a response. This time, however, is not always relevant. For example, when the last person to respond was an admin, or the conversation was closed after a user response (e.g. "thanks, bye"). In these cases we will set the date to 2000 years in the future. ### Message Object | Attribute | Type | Description | | --- | --- | --- | | type | string | This includes **conversation**, **push**, **facebook**, **twitter** and **email**. | | id | string | The id representing the message. | | subject | string | Optional. The message subject. For Twitter, this will show a generic message regarding why the subject is obscured. | | body | string | The message body, which may contain HTML. For Twitter, this will show a generic message regarding why the body is obscured. | | author | Admin | The type of individual that sent the message (`user`, `lead`, `admin` or `team`) and their related `id`. For Twitter, this will be blank. | | attachments | List | A list of attachments for the part. | | url | string | The URL where the conversation was started. For Twitter, Email, and Bots, this will be blank. | ### Customers object | Attribute | Type | Description | | --- | --- | --- | | type | String | This can be either a `user` or a `lead`. | | id | String | The ID for the `user` or `lead`. |