Conversation Model

Example Conversation Object

{
    "assignee": {
        "id": "814860",
        "type": "admin"
    },
    "conversation_message": {
        "attachments": [],
        "author": {
            "id": "5bc8f7421ae2d96695c18a",
            "type": "lead"
        },
        "body": "<p>Hi</p>",
        "delivered_as": "customer_initiated",
        "id": "269650473",
        "subject": "",
        "type": "conversation",
        "url": "https://intercom-survey-app.glitch.me/"
    },
    "conversation_parts": {
        "conversation_parts": [
            {
                "assigned_to": null,
                "attachments": [],
                "author": {
                    "id": "815309",
                    "type": "bot"
                },
                "body": "<p>Test_App typically replies in a few hours.</p>",
                "created_at": 1539897200,
                "external_id": null,
                "id": "2202737122",
                "notified_at": 1539897200,
                "part_type": "comment",
                "type": "conversation_part",
                "updated_at": 1539897200
            },
          #List of conversation parts...
        ],
        "total_count": 25,
        "type": "conversation_part.list"
    },
    "conversation_rating": {
        "created_at": null,
        "customer": {
            "id": null,
            "type": null
        },
        "rating": null,
        "remark": null,
        "teammate": {
            "id": null,
            "type": null
        }
    },
    "created_at": 1539897198,
    "customer_first_reply": {
        "created_at": 1539897198,
        "type": "conversation",
        "url": "https://intercom-survey-app.glitch.me/"
    },
    "customers": [
        {
            "id": "5bc8f7ae2d96695c18a",
            "type": "lead"
        }
    ],
    "id": "1911149811",
    "open": true,
    "read": true,
    "sent_at": 1539897198,
    "snoozed_until": null,
    "state": "open",
    "tags": {
        "tags": [],
        "type": "tag.list"
    },
    "type": "conversation",
    "updated_at": 1540393270,
    "user": {
        "id": "5bc8f7421ffae2d96695c18a",
        "type": "lead"
    },
    "waiting_since": 64654125776
}

{
   "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
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.
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.
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.

Note

Please note that URLs for User uploaded images & files have a 30 minute expiration. Once the expiration has passed, the link will no longer be valid and result in a 404. This means that if a URL is copied, and then reused elsewhere, it will continue to work until the expiry threshold. A new URL can be generated by fetching the conversation data again.

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`.

Customer first reply object

Attribute
type	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. For Twitter and Email replies, this will be blank.
created_at	timestamp	The time the users messages was created. This is in unix timestamp format.

customer_first_reply set to null