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Conversation source

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

Operations

Articles

Everything about your Articles

Operations

Companies

Everything about your Companies

Operations

Contacts

Everything about your contacts

Operations

Conversations

Everything about your Conversations

Operations

Data Attributes

Everything about your Data Attributes

Operations

Data Events

Everything about your Data Events

Operations

Data Export

Everything about your Data Exports

Operations

Help Center

Everything about your Help Center

Operations

Messages

Everything about your messages

Operations

News

Everything about your News

Operations

Notes

Everything about your Notes

Operations

Segments

Everything about your Segments

Operations

Subscription Types

Everything about subscription types

Operations

Switch

Everything about Switch

Operations

Tags

Everything about tags

Operations

Teams

Everything about your Teams

Operations

Ticket Type Attributes

Everything about your ticket type attributes

Operations

Ticket Types

Everything about your ticket types

Operations

Tickets

Everything about your tickets

Operations

Visitors

Everything about your Visitors

Operations

Models

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.

ratingintegerrequired

The rating, between 1 and 5, for the conversation.

Example: 5
remarkstringrequired

An optional field to add a remark to correspond to the number rating

Example: ""
created_atinteger(date-time)required

The time the rating was requested in the conversation being rated.

Example: 1671028894
contactobject(Contact Reference)required

reference to contact object

contact.​typestringrequired

always contact

Value"contact"
Example: "contact"
contact.​idstringrequired

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

Example: "5ba682d23d7cf92bef87bfd4"
contact.​external_idstring or null

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

Example: "f3b87a2e09d514c6c2e79b9a"
teammateobject(Reference)required

reference to another object

teammate.​typestringrequired
Example: "contact"
teammate.​idstring or null
Example: "1a2b3c"
{
  "rating": 5,
  "remark": "",
  "created_at": 1671028894,
  "contact": {
    "type": "contact",
    "id": "5ba682d23d7cf92bef87bfd4",
    "external_id": "f3b87a2e09d514c6c2e79b9a"
  },
  "teammate": {
    "type": "contact",
    "id": "1a2b3c"
  }
}

Conversation source

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

typestringrequired

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

Enum"conversation""email""facebook""instagram""phone_call""phone_switch""push""sms""twitter""whatsapp"
Example: "conversation"
idstringrequired

The id representing the message.

Example: "3"
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"
subjectstringrequired

Optional. The message subject. For Twitter, this will show a generic message regarding why the subject is obscured.

Example: ""
bodystring

The message body, which may contain HTML. For Twitter, this will show a generic message regarding why the body is obscured.

Example: "<p>Hey there!</p>"
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. For Twitter, this will be blank.

author.​typestringrequired

The type of the author

Example: "admin"
author.​idstringrequired

The id of the author

Example: "274"
author.​namestringrequired

The name of the author

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

The email of the author

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

A list of attachments for the part.

urlstring or null

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

Example: null
redactedbooleanrequired

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

Example: false
{
  "type": "conversation",
  "id": "3",
  "delivered_as": "operator_initiated",
  "subject": "",
  "body": "<p>Hey there!</p>",
  "author": {
    "type": "admin",
    "id": "274",
    "name": "Operator",
    "email": "operator+abcd1234@intercom.io"
  },
  "attachments": [
    { … }
  ],
  "url": null,
  "redacted": false
}

Conversation statistics

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

typestringrequired
Value"conversation_statistics"
Example: "conversation_statistics"
time_to_assignmentinteger

Duration until last assignment before first admin reply. In seconds.

Example: 2310
time_to_admin_replyinteger

Duration until first admin reply. Subtracts out of business hours. In seconds.

Example: 2310
time_to_first_closeinteger

Duration until conversation was closed first time. Subtracts out of business hours. In seconds.

Example: 2310
time_to_last_closeinteger

Duration until conversation was closed last time. Subtracts out of business hours. In seconds.

Example: 2310
median_time_to_replyinteger

Median based on all admin replies after a contact reply. Subtracts out of business hours. In seconds.

Example: 2310
first_contact_reply_atinteger(date-time)

Time of first text conversation part from a contact.

Example: 1663597233
first_assignment_atinteger(date-time)

Time of first assignment after first_contact_reply_at.

Example: 1663597233
first_admin_reply_atinteger(date-time)

Time of first admin reply after first_contact_reply_at.

Example: 1663597233
first_close_atinteger(date-time)

Time of first close after first_contact_reply_at.

Example: 1663597233
last_assignment_atinteger(date-time)

Time of last assignment after first_contact_reply_at.

Example: 1663597233
last_assignment_admin_reply_atinteger(date-time)

Time of first admin reply since most recent assignment.

Example: 1663597233
last_contact_reply_atinteger(date-time)

Time of the last conversation part from a contact.

Example: 1663597233
last_admin_reply_atinteger(date-time)

Time of the last conversation part from an admin.

Example: 1663597233
last_close_atinteger(date-time)

Time of the last conversation close.

Example: 1663597233
last_closed_by_idstring

The last admin who closed the conversation. Returns a reference to an Admin object.

Example: "c3po"
count_reopensinteger

Number of reopens after first_contact_reply_at.

Example: 1
count_assignmentsinteger

Number of assignments after first_contact_reply_at.

Example: 1
count_conversation_partsinteger

Total number of conversation parts.

Example: 1
{
  "type": "conversation_statistics",
  "time_to_assignment": 2310,
  "time_to_admin_reply": 2310,
  "time_to_first_close": 2310,
  "time_to_last_close": 2310,
  "median_time_to_reply": 2310,
  "first_contact_reply_at": 1663597233,
  "first_assignment_at": 1663597233,
  "first_admin_reply_at": 1663597233,
  "first_close_at": 1663597233,
  "last_assignment_at": 1663597233,
  "last_assignment_admin_reply_at": 1663597233,
  "last_contact_reply_at": 1663597233,
  "last_admin_reply_at": 1663597233,
  "last_close_at": 1663597233,
  "last_closed_by_id": "c3po",
  "count_reopens": 1,
  "count_assignments": 1,
  "count_conversation_parts": 1
}