Conversation Part Model

Example Conversation Part Object

{
    "type": "conversation_part",
    "id": "4412",
    "part_type": "comment",
    "body": "<p>Hi Jane, it's all great thanks!</p>",
    "created_at": 1400857494,
    "updated_at": 1400857494,
    "notified_at": 1400857587,
    "assigned_to": null,
    "author": {
      "type": "user",
      "id": "536e564f316c83104c000020"
    },
    "attachments": []
}
{
    "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": []
}

A conversation part describes an element of the conversation.

A conversation part has a html encoded body, an author, and may have an attachments list. Conversation parts have created, updated and notified timestamps. Each conversation part also has a part type - these types are described below.

Conversation Part Object

AttributeTypeDescription
typestringAlways conversation_part.
idstringThe id representing the conversation part.
part_typestringThe type of conversation part.
bodystringThe message body, which may contain HTML. For Twitter, this will show a generic message regarding why the body is obscured.
created_attimestampThe time the conversation part was created.
updated_attimestampThe last time the conversation part was updated.
notified_attimestampThe time the user was notified with the conversation part.
assigned_tostringThe id of the admin that was assigned the conversation by this conversation_part (null if there has been no change in assignment.)
authorstringThe type of individual that sent the message (user, admin or bot) and their related id. For Twitter, this will be blank.
attachmentsListA list of attachments for the part.

Conversation Part Types

TypeDescription
commentStandard reply from customer or admin to a conversation
noteA note created by an admin on the conversation. A note will only be viewable as an admin
note_and_reopenAdd a note and reopen the conversations in the one action
assignmentAn assignment of the conversation to an admin, or Nobody
openIdentifies a conversation has been opened
closeIdentifies a conversation has been closed
away_mode_assignmentConversation has been assigned due to the admin being in away mode
participant_addedA participant has been added to a group conversation
participant_removedA participant has been removed from a group conversation
conversation_rating_changedA conversation rating has been changed, not this can only occur before the rating has been submitted. Once it has been submitted it cannot be changed
conversation_rating_remark_addedA conversation remark has been added to the converation
snoozedA conversation has been snoozed
unsnoozedA conversation has been unsnoozed
assign_and_unsnoozeAssign a conversation and unsnooze it in one action.
timer_unsnoozeUnsnooze a conversation after a set time