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. Set to null if last reply is from an admin. |
| 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. |
Message Object
| Attribute | Type | Description |
|---|---|---|
| type | string | This includes conversation, push, facebook, twitter and email |
| id | string | The id representing the message. |
| delivered_as | string | How was the message delivered by Intercom. The types of delivery are customer_initiated, automated, campaigns_initiated, admin_initiated, and operator_initiated. |
| 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 the User started a conversation on. (Note this will not be populated in some cases, e.g. for custom bots.) |
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
| 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
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