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Intercom API (2.11)

The intercom API reference.

Download OpenAPI description
api.intercom.io.json
api.intercom.io.yaml
Overview
URL
https://developers.intercom.com
License
MIT
Languages
Servers
The production API server
https://api.intercom.io/
The european API server
https://api.eu.intercom.io/
The australian API server
https://api.au.intercom.io/

Admins

Everything about your Admins

SchemasOperations

Articles

Everything about your Articles

SchemasOperations

Companies

Everything about your Companies

SchemasOperations

Contacts

Everything about your contacts

SchemasOperations

Conversations

Everything about your Conversations

SchemasOperations

Redact a conversation part

Request

You can redact a conversation part or the source message of a conversation (as seen in the source object).

Redacting parts and messages

If you are redacting a conversation part, it must have a body. If you are redacting a source message, it must have been created by a contact. We will return a conversation_part_not_redactable error if these criteria are not met.

Security
bearerAuth
Headers
Intercom-Versionstring(intercom_version)

Intercom API version.
By default, it's equal to the version set in the app package.

Default 2.11
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: 2.11
Bodyapplication/json
One of:

Payload of the request to redact a conversation part

typestringrequired

The type of resource being redacted.

Value"conversation_part"
Example: "conversation_part"
conversation_idstringrequired

The id of the conversation.

Example: "19894788788"
conversation_part_idstringrequired

The id of the conversation_part.

Example: "19381789428"
curl -i -X POST \
  https://api.intercom.io/conversations/redact \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.11' \
  -d '{
    "type": "conversation_part",
    "conversation_id": 471,
    "conversation_part_id": 115
  }'

Responses

Redact a conversation part

Bodyapplication/json
typestring

Always conversation.

Value"conversation"
Example: "conversation"
idstringrequired

The id representing the conversation.

Example: "1295"
titlestring or nullrequired

The title given to the conversation.

Example: "Conversation Title"
created_atinteger(date-time)required

The time the conversation was created.

Example: 1663597223
updated_atinteger(date-time)required

The last time the conversation was updated.

Example: 1663597260
waiting_sinceinteger or null(date-time)required

The last time a Contact 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.

Example: 1663597260
snoozed_untilinteger or null(date-time)required

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. i.e. it will be in a snoozed state until this time.

Example: 1663597260
openbooleanrequired

Indicates whether a conversation is open (true) or closed (false).

Example: true
statestringrequired

Can be set to "open", "closed" or "snoozed".

Enum"open""closed""snoozed"
Example: "open"
readbooleanrequired

Indicates whether a conversation has been read.

Example: true
prioritystring

If marked as priority, it will return priority or else not_priority.

Enum"priority""not_priority"
Example: "priority"
admin_assignee_idinteger or nullrequired

The id of the admin assigned to the conversation. If it's not assigned to an admin it will return null.

Example: 0
team_assignee_idstring or nullrequired

The id of the team assigned to the conversation. If it's not assigned to a team it will return null.

Example: "5017691"
tagsobject(Tags)

A list of tags objects associated with a conversation

conversation_ratingobject(Conversation Rating)

The Conversation Rating object which contains information on the rating and/or remark added by a Contact and the Admin assigned to the conversation.

sourceobject(Conversation source)required

The type of the conversation part that started this conversation. Can be Contact, Admin, Campaign, Automated or Operator initiated.

source.​typestringrequired

This includes conversation, email, facebook, instagram, phone_call, phone_switch, push, sms and whatsapp.

Enum"conversation""email""facebook""instagram""phone_call""phone_switch""push""sms""whatsapp"
Example: "conversation"
source.​idstringrequired

The id representing the message.

Example: "3"
source.​delivered_asstringrequired

The conversation's initiation type. Possible values are customer_initiated, campaigns_initiated (legacy campaigns), operator_initiated (Custom bot), automated (Series and other outbounds with dynamic audience message) and admin_initiated (fixed audience message, ticket initiated by an admin, group email).

Example: "operator_initiated"
source.​subjectstringrequired

Optional. The message subject.

Example: ""
source.​bodystring

The message body, which may contain HTML.

Example: "<p>Hey there!</p>"
source.​authorobject(Conversation part author)required

The object who initiated the conversation, which can be a Contact, Admin or Team. Bots and campaigns send messages on behalf of Admins or Teams.

source.​author.​typestringrequired

The type of the author

Example: "admin"
source.​author.​idstringrequired

The id of the author

Example: "274"
source.​author.​namestring or nullrequired

The name of the author

Example: "Operator"
source.​author.​emailstring(email)required

The email of the author

Example: "operator+abcd1234@intercom.io"
source.​attachmentsArray of objects(Part attachment)

A list of attachments for the part.

source.​urlstring or null

The URL where the conversation was started. For Email and Bots, this will be blank.

Example: null
source.​redactedbooleanrequired

Whether or not the source message has been redacted. Only applicable for contact initiated messages.

Example: false
contactsobject(Contacts)required

The list of contacts (users or leads) involved in this conversation. This will only contain one customer unless more were added via the group conversation feature.

contacts.​typestringrequired
Value"contact.list"
Example: "contact.list"
contacts.​contactsArray of objects(Contact Reference)required

The list of contacts (users or leads) involved in this conversation. This will only contain one customer unless more were added via the group conversation feature.

contacts.​contacts[].​typestringrequired

always contact

Value"contact"
Example: "contact"
contacts.​contacts[].​idstringrequired

The unique identifier for the contact which is given by Intercom.

Example: "5ba682d23d7cf92bef87bfd4"
contacts.​contacts[].​external_idstring or null

The unique identifier for the contact which is provided by the Client.

Example: "f3b87a2e09d514c6c2e79b9a"
teammatesobject(Conversation teammates)required

The list of teammates who participated in the conversation (wrote at least one conversation part).

teammates.​typestringrequired

The type of the object - admin.list.

Example: "admin.list"
teammates.​teammatesArray of objects(Reference)required

The list of teammates who participated in the conversation (wrote at least one conversation part).

teammates.​teammates[].​typestringrequired
Example: "contact"
teammates.​teammates[].​idstring or null
Example: "1a2b3c"
custom_attributesobject(Custom Attributes)required

An object containing the different custom attributes associated to the conversation as key-value pairs. For relationship attributes the value will be a list of custom object instance models.

custom_attributes.​property name*string or Custom Object Instance (object)additional property
Any of:
string
first_contact_replyobject(First contact reply)

An object containing information on the first users message. For a contact initiated message this will represent the users original message.

sla_appliedobject(Applied SLA)

The SLA Applied object contains the details for which SLA has been applied to this conversation. Important: if there are any canceled sla_events for the conversation - meaning an SLA has been manually removed from a conversation, the sla_status will always be returned as null.

statisticsobject(Conversation statistics)

A Statistics object containing all information required for reporting, with timestamps and calculated metrics.

conversation_partsobject(Conversation Parts)

A list of Conversation Part objects for each part message in the conversation. This is only returned when Retrieving a Conversation, and ignored when Listing all Conversations. There is a limit of 500 parts.

linked_objectsobject(Linked Objects)

An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

ai_agent_participatedboolean

Indicates whether the AI Agent participated in the conversation.

Example: true
ai_agentobject(AI Agent)

Data related to AI Agent involvement in the conversation.

Response
application/json
{
  "type": "conversation",
  "id": "471",
  "created_at": 1719492938,
  "updated_at": 1719492940,
  "waiting_since": 1719492939,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918311",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": {
    "created_at": 1719492939,
    "type": "conversation",
    "url": null
  },
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": true,
  "state": "open",
  "read": true,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {},
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 1
  }
}

Convert a conversation to a ticket

Request

You can convert a conversation to a ticket.

Security
bearerAuth
Path
conversation_idstringrequired

The id of the conversation to target

Example: 123
Headers
Intercom-Versionstring(intercom_version)

Intercom API version.
By default, it's equal to the version set in the app package.

Default 2.11
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: 2.11
Bodyapplication/json
ticket_type_idstringrequired

The ID of the type of ticket you want to convert the conversation to

Example: "1234"
attributesobject(Ticket Attributes)

The attributes set on the ticket. When setting the default title and description attributes, the attribute keys that should be used are _default_title_ and _default_description_. When setting ticket type attributes of the list attribute type, the key should be the attribute name and the value of the attribute should be the list item id, obtainable by listing the ticket type. For example, if the ticket type has an attribute called priority of type list, the key should be priority and the value of the attribute should be the guid of the list item (e.g. de1825a0-0164-4070-8ca6-13e22462fa7e).

Example: {"_default_title_":"Found a bug","_default_description_":"The button is not working"}
curl -i -X POST \
  https://api.intercom.io/conversations/123/convert \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.11' \
  -d '{
    "ticket_type_id": "79"
  }'

Responses

successful

Bodyapplication/json
typestringrequired

Always ticket

Default "ticket"
Value"ticket"
Example: "ticket"
idstringrequired

The unique identifier for the ticket which is given by Intercom.

Example: "1295"
ticket_idstringrequired

The ID of the Ticket used in the Intercom Inbox and Messenger. Do not use ticket_id for API queries.

Example: "1390"
categorystringrequired

Category of the Ticket.

Enum"Customer""Back-office""Tracker"
Example: "Customer"
ticket_attributesobject(Ticket Attributes)required

An object containing the different attributes associated to the ticket as key-value pairs. For the default title and description attributes, the keys are _default_title_ and _default_description_.

Example: {"_default_title_":"Found a bug","_default_description_":"The button's not working"}
ticket_attributes.​property name*(string or null) or number or boolean or Array of arrays or File (object)additional property
Any of:
string or null
ticket_statestringrequired

The state the ticket is currently in

Enum"submitted""in_progress""waiting_on_customer""resolved"
Example: "submitted"
ticket_typeobject(Ticket Type)required

A ticket type, used to define the data fields to be captured in a ticket.

ticket_type.​typestringrequired

String representing the object's type. Always has the value ticket_type.

Value"ticket_type"
Example: "ticket_type"
ticket_type.​idstringrequired

The id representing the ticket type.

Example: "1295"
ticket_type.​categorystringrequired

Category of the Ticket Type.

Enum"Customer""Back-office""Tracker"
Example: "Customer"
ticket_type.​namestringrequired

The name of the ticket type

Example: "Bug"
ticket_type.​descriptionstringrequired

The description of the ticket type

Example: "A bug that has been reported."
ticket_type.​iconstringrequired

The icon of the ticket type

Example: "🐞"
ticket_type.​workspace_idstringrequired

The id of the workspace that the ticket type belongs to.

Example: "ecahpwf5"
ticket_type.​ticket_type_attributesobject(Ticket Type Attributes)required

A list of attributes associated with a given ticket type.

ticket_type.​ticket_type_attributes.​typestringrequired

String representing the object's type. Always has the value ticket_type_attributes.list.

Value"ticket_type_attributes.list"
ticket_type.​ticket_type_attributes.​ticket_type_attributesArray of objects(Ticket Type Attribute)required

A list of ticket type attributes associated with a given ticket type.

ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​typestringrequired

String representing the object's type. Always has the value ticket_type_attribute.

Value"ticket_type_attribute"
Example: "ticket_type_attribute"
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​idstringrequired

The id representing the ticket type attribute.

Example: "1"
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​workspace_idstringrequired

The id of the workspace that the ticket type attribute belongs to.

Example: "ecahpwf5"
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​namestringrequired

The name of the ticket type attribute

Example: "Title"
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​descriptionstringrequired

The description of the ticket type attribute

Example: "Bug title."
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​data_typestringrequired

The type of the data attribute (allowed values: "string list integer decimal boolean datetime files")

Example: "string"
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​input_optionsobjectrequired

Input options for the attribute

Example: "multiline: true"
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​orderintegerrequired

The order of the attribute against other attributes

Example: 1
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​required_to_createbooleanrequired

Whether the attribute is required or not for teammates.

Default false
Example: false
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​required_to_create_for_contactsbooleanrequired

Whether the attribute is required or not for contacts.

Default false
Example: false
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​visible_on_createbooleanrequired

Whether the attribute is visible or not to teammates.

Default true
Example: false
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​visible_to_contactsbooleanrequired

Whether the attribute is visible or not to contacts.

Default true
Example: false
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​defaultbooleanrequired

Whether the attribute is built in or not.

Example: true
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​ticket_type_idintegerrequired

The id of the ticket type that the attribute belongs to.

Example: 42
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​archivedbooleanrequired

Whether the ticket type attribute is archived or not.

Example: false
ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​created_atinteger(timestamp)required

The date and time the ticket type attribute was created.

ticket_type.​ticket_type_attributes.​ticket_type_attributes[].​updated_atinteger(timestamp)

The date and time the ticket type attribute was last updated.

ticket_type.​archivedbooleanrequired

Whether the ticket type is archived or not.

Example: false
ticket_type.​created_atinteger(timestamp)required

The date and time the ticket type was created.

ticket_type.​updated_atinteger(timestamp)

The date and time the ticket type was last updated.

contactsobject(Contacts)required

The list of contacts affected by a ticket.

contacts.​typestringrequired

always contact.list

Value"contact.list"
Example: "contact.list"
contacts.​contactsArray of objects(Contact Reference)required

The list of contacts affected by this ticket.

contacts.​contacts[].​typestringrequired

always contact

Value"contact"
Example: "contact"
contacts.​contacts[].​idstringrequired

The unique identifier for the contact which is given by Intercom.

Example: "5ba682d23d7cf92bef87bfd4"
contacts.​contacts[].​external_idstring or null

The unique identifier for the contact which is provided by the Client.

Example: "f3b87a2e09d514c6c2e79b9a"
admin_assignee_idstring

The id representing the admin assigned to the ticket.

Example: "1295"
team_assignee_idstring

The id representing the team assigned to the ticket.

Example: "1295"
created_atinteger(date-time)

The time the ticket was created as a UTC Unix timestamp.

Example: 1663597223
updated_atinteger(date-time)

The last time the ticket was updated as a UTC Unix timestamp.

Example: 1663597260
openboolean

Whether or not the ticket is open. If false, the ticket is closed.

Example: true
snoozed_untilinteger(date-time)

The time the ticket will be snoozed until as a UTC Unix timestamp. If null, the ticket is not currently snoozed.

Example: 1663597260
linked_objectsobject(Linked Objects)

An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

ticket_partsobject(Ticket Parts)

A list of Ticket Part objects for each note and event in the ticket. There is a limit of 500 parts.

is_sharedboolean

Whether or not the ticket is shared with the customer.

Example: true
ticket_state_internal_labelstring

The state the ticket is currently in, in a human readable form - visible in Intercom

ticket_state_external_labelstring

The state the ticket is currently in, in a human readable form - visible to customers, in the messenger, email and tickets portal.

Response
application/json
{
  "type": "ticket",
  "id": "474",
  "ticket_id": "37",
  "ticket_attributes": {},
  "ticket_state": "submitted",
  "ticket_type": {
    "type": "ticket_type",
    "id": "79",
    "name": "my-ticket-type-1",
    "description": "my ticket type description is awesome.",
    "icon": "🦁",
    "workspace_id": "this_is_an_id404_that_should_be_at_least_",
    "archived": false,
    "created_at": 1719492947,
    "updated_at": 1719492947,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Customer"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": "0",
  "team_assignee_id": "0",
  "created_at": 1719492945,
  "updated_at": 1719492947,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 2
  },
  "open": true,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Customer",
  "is_shared": true,
  "ticket_state_internal_label": "Submitted",
  "ticket_state_external_label": "Submitted"
}

Data Attributes

Everything about your Data Attributes

SchemasOperations

Data Events

Everything about your Data Events

SchemasOperations

Data Export

Everything about your Data Exports

SchemasOperations

Help Center

Everything about your Help Center

SchemasOperations

Messages

Everything about your messages

SchemasOperations

News

Everything about your News

SchemasOperations

Notes

Everything about your Notes

SchemasOperations

Segments

Everything about your Segments

SchemasOperations

Subscription Types

Everything about subscription types

SchemasOperations

Switch

Everything about Switch

Operations

Tags

Everything about tags

SchemasOperations

Teams

Everything about your Teams

SchemasOperations

Ticket Type Attributes

Everything about your ticket type attributes

Operations

Ticket Types

Everything about your ticket types

Operations

Tickets

Everything about your tickets

SchemasOperations

Visitors

Everything about your Visitors

Operations

Models

Schemas