Changelog (v1.1)

For changes that have been updated across all version, see the Unversioned changes page.

Breaking Changes

This version of the API includes breaking changes. See below for details.

Users endpoint - Find multiple users via email

Previously if you searched for a user via email it would return an error if more than one user existed with the email. It returned a user object. Now it will return the same list object as with list users.

Find users via email

    curl https://api.intercom.io/users?email=test@test.com \
    -H 'Authorization: Bearer YOUR_ACCESS_TOKEN' \
    -H 'Accept: application/json' \
    -H 'Intercom-Version: 1.1'

HTTP Response - one or more matches

{
  "limited": false,
  "pages": {
    "next": null,
    "page": 1,
    "per_page": 50,
    "total_pages": 1,
    "type": "pages"
  },
  "total_count": 3,
  "type": "user.list",
  "users": [{
      "anonymous": false,
      "app_id": "fyq3wodw",
      "created_at": 1506339558,
      "custom_attributes": {},
      "do_not_track": null,
      "email": "test@test.com",
      "has_hard_bounced": false,
      "id": "45c8eae6fac10f5584e7508e",
      "last_request_at": 1529737920,
      "last_seen_ip": "78.144.182.179",
            ...
    },
    {
      "anonymous": true,
      "app_id": "fyq3wodw",
      "created_at": 1503488750,
      "custom_attributes": {},
      "do_not_track": null,
      "email": "test@test.com",
      "has_hard_bounced": false,
      "id": "5123d6aeeda850883ed8ba7c2",
      "last_request_at": 1503488749,
            ...
    },
    {
      "anonymous": false,
      "app_id": "fyq3wodw",
      "created_at": 1494940172,
      "custom_attributes": {},
      "do_not_track": null,
      "email": "test@test.com",
      "has_hard_bounced": false,
      "id": "789afa0cb781d52fd3044ecc",
      "last_request_at": 1494940211,
            ...
    }
  ]
}

HTTP Response - No match

{
  "limited": false,
  "pages": {
    "next": null,
    "page": 1,
    "per_page": 50,
    "total_pages": 0,
    "type": "pages"
  },
  "total_count": 0,
  "type": "user.list",
  "users": []
}

Conversations endpoint - Adding more information for user's first reply

It is now possible to get more information about your users first response. Customer have asked for this feature so they can better understand key metrics which may help identify patterns around what encouraged your customers to reply to a particular message. Similarly, it will also allow you to prioritise messages based on whether they were delivered as Auto-Messages, Bot messages or Manual Messages for example.

The new information will be available in the conversation model object returned when you list your conversations. It will contain:

Source URL - The URL for the page from where your customer replied. This will not be available in all cases, e.g. when a customer replies via email.
Channel - The channel the replay occurred within e.g. via email, in a conversation or via a 3rd party integration such as twitter or facebook
Created at time - The time the users response was created
How was the original message delivered - Was it an Auto-Message or a Campaigns Message or a Manual Message for example.

👍 Conversation list
There is no change to how your list conversations. We have just added some new attributes to the conversation model returned.

New or updated Attributes

The conversation model will include the follow new attributes

Attribute	Type	Description
`customer_first_reply`	Object	An object containing information on the first users message. For a user initiated message this will represent the users original message.
`type`	String	This has been updated and now includes `conversation`, `push`, `facebook`, `twitter` and `email`
`delivered_as`	String	How was the message delivered by Intercom. They types of delivery are `customer_initiated` , `automated` , `campaigns_initiated` , `admin_initiated` , and `operator_initiated`.

`delivered_as` message types explained

customer_initiated means this message was delivered as a user initiated message automated means the message was delivered as either a visitor auto message or an automated message campaigns_initiated means the message was delivered as a campaigns message operator_initiated means the message was delivered as a bot auto message admin_initiated means the message was delivered as an admin initiated message

Customer First reply model

Attribute	Type	Description
Channel	String	Over which channel did the first reply occur. Options include `conversation` , `push` , `facebook` , `twitter` and `email`
URL	String	The URL where the first reply originated from. In some cases, e.g. email replies this will be blank.
Created_at	String	The time the users messages was created. This is in unix timestamp format

"customer_first_reply" set to null

If a user has not replied to an Intercom initiated message (e.g. auto messages, admin initiated messages, campaigns) then the customer_first_reply attribute will be null

You still list conversations in the same way. The only change is there are some new attributes added as part of the conversation message.

List conversations

  curl "https://api.intercom.io/conversations" \
  -H 'Authorization: Bearer YOUR_ACCESS_TOKEN' \
  -H 'Accept: application/json' \
  -H 'Intercom-Version: 1.1'

New HTTP Response

{
  "conversations": [
      {
          "assignee": {
              "id": null,
              "type": "nobody_admin"
          },
          "conversation_message": {
              "attachments": [],
              "author": {
                  "id": "5bd155b5d8b61587a0203f31",
                  "type": "lead"
              },
              "body": "<p>\ud83d\ude00</p>",
              "delivered_as": "customer_initiated",
              "id": "271978806",
              "subject": "",
              "type": "conversation",
              "url": "https://s.codepen.io/test/app"
          },
          "created_at": 1540449375,
          "customer_first_reply": null,
          "customers": [
              {
                  "id": "5bd112b5d8b61534a0203f12",
                  "type": "lead"
              }
          ],
          "first_action_at": 1540449375,
          "id": "19205537453",
          "last_action_at": 1540449378,
          "open": true,
          "read": true,
          "sent_at": 1540449378,
          "snoozed_until": null,
          "state": "open",
          "type": "conversation",
          "updated_at": 1540449379,
          "user": {
              "id": "5bd112b5d8b61534a0203f12",
              "type": "lead"
          },
          "waiting_since": 1540449375
      },
      ...
      ...
      ...
          ],
  "pages": {
      "next": "https://api.intercom.io/conversations?per_page=20&page=2",
      "page": 1,
      "per_page": 20,
      "total_pages": 76,
      "type": "pages"
  },
  "type": "conversation.list"
}

Old HTTP Response

{
  "conversations": [
      {
          "assignee": {
              "id": null,
              "type": "nobody_admin"
          },
          "conversation_message": {
              "attachments": [],
              "author": {
                  "id": "814865",
                  "type": "admin"
              },
              "body": "<p>Hi \ud83d\ude00 We hope you enjoy the example app. To get started just copy and paste some code into the JS editor. Let us know if you think this is useful? <br></p>",
              "id": "55951247",
              "subject": "",
              "type": "conversation_message",
              "url": null
          },
          "created_at": 1540314098,
          "customers": [
              {
                  "id": "1234bea776767676676bae2334",
                  "type": "lead"
              }
          ],
          "first_action_at": 1540314131,
          "id": "19179279317",
          "last_action_at": 1540314133,
          "open": true,
          "read": true,
          "sent_at": 1540314133,
          "snoozed_until": null,
          "state": "open",
          "type": "conversation",
          "updated_at": 1540314134,
          "user": {
              "id": "aa444f2314fe1334r345",
              "type": "lead"
          },
          "waiting_since": 1540314131
      },
      ...
      ...
          ],
  "pages": {
      "next": "https://api.intercom.io/conversations?per_page=20&page=2",
      "page": 1,
      "per_page": 20,
      "total_pages": 15,
      "type": "pages"
  },
  "type": "conversation.list"
}

Conversations endpoint - Adding more information to tags

It is now possible to get more information about the conversation's tags when both fetching one conversation and listing all conversations.

There's two new attributes you can see in the tag object of a conversation:

Attribute	Type	Description
applied_at	UNIX Timestamp	The date and time when the tag was applied to the conversation.
applied_by	Object	Contains the `id` of the `admin` that applied the tag.

Messenger framework - `new_canvas` no longer accepted

During the beta launch of the Messenger framework we accepted both new_canvas and canvas as valid names for the canvas object returned to Intercom during the request flows. The new_canvas name is no longer accepted as a valid name for the canvas object.

Messenger framework - Disable component option

This version includes the ability to disable certain messenger framework components. This allows you to prevent certain components, such as elements in a list, from being selected. This may occur when customers are signed up to certain packages and have restricted options for some categories. The components which you can now disable are:

Input
Button
List + each list item
Dropdown + each dropdown option
Single Select + each single select option For each of the above components it simply adds one optional boolean parameter which can be set to identify whether this component should be disabled or not

Attribute	Type	Required	Description
disabled	Boolean	No	'true' indicates the component is disabled. This is set to 'false' by default.

Example disabled button

{
  "type": "button",
  "id": "button-123",
  "label": "Submit form",
  "style": "secondary",
  "disabled": true,
  "action": {
    "type": "url",
    "url": "https://www.intercom.com/"
  }
}

Example list with disabled element

{
  "type": "list",
  "items": [
    {
      "type": "item",
      "id": "article-123",
      "title": "How to install the messenger",
      "subtitle": "An article explaining how to integrate Intercom",
      "image": "http://somesite.com/article.png",
      "image_width": 48,
      "image_height": 48,
      "roundedImage": false,
      "action": {
        "type": "submit"
      }
    },
    {
      "type": "item",
      "id": "article-133",
      "title": "How to un-install the messenger",
      "subtitle": "An article explaining how to uninstall Intercom integrations",
      "image": "http://somesite.com/article2.png",
      "image_width": 48,
      "image_height": 48,
      "roundedImage": false,
      "disabled": true,
      "action": {
        "type": "submit"
      }
    }
  ]
}

New webhook topics

This version includes a number of new webhook topics to which you can now subscribe. The new topics are described in the table below. To find out more about webhooks and learn how to subscribe to these topics please see our Setting up Webhooks page.

Topic	Item Type	Description
conversation.admin.snoozed	Conversation	Subscribe to admin conversation snoozes
conversation.admin.unsnoozed	Conversation	Subscribe to admin conversation unsnoozes
contact.tag.created	ContactTag	Subscribe to leads being tagged.
contact.tag.deleted	ContactTag	Subscribe to leads being tagged.