Conversation Model
Example Conversation Object
{
"type": "conversation",
"id": "147",
"created_at": 1400850973,
"updated_at": 1400857494,
"waiting_since": 1400857494,
"snoozed_until": null,
"conversation_message": {
"type": "conversation_message",
"subject": "",
"body": "<p>Hi Alice,</p><p> We noticed you using our Product, do you have any questions?</p> <p>- Jane</p>",
"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": [] }
}{
"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. |