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Reply to a conversation

Reply to a conversation

Request

You can reply to a conversation with a message from an admin or on behalf of a contact, or with a note for admins.

Bot replies to inbound email

By default, bot or Operator replies to an inbound email conversation aren't sent to your customer. The reply is stored as an unnotifiable bot comment, and no seen receipt is generated until an email is actually delivered.

To send these replies as outbound emails, reach out to your accounts team to enable the email-reply feature flag for your workspace.

Security
bearerAuth
Path
idstringrequired

The Intercom provisioned identifier for the conversation or the string "last" to reply to the last part of the conversation

Example:123 or "last"
Headers
Intercom-Versionstring(intercom_version)

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

Default:"2.9"
Enum:"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example:2.9
Bodyapplication/json
One of:
One of:

Payload of the request to reply on behalf of a contact using their intercom_user_id

message_typestringrequired
Value:"comment"
typestringrequired
Value:"user"
bodystringrequired

The text body of the comment.

attachment_urlsArray of strings, (uri), <= 10 items(Attachment URLs)

A list of image URLs that will be added as attachments. You can include up to 10 URLs.

intercom_user_idstringrequired

The identifier for the contact as given by Intercom.

attachment_filesArray of objects(Conversation attachment files)

A list of files that will be added as attachments.

curl -i -X POST \
  'https://api.intercom.io/conversations/123 or "last"/reply' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.9' \
  -d '{
    "message_type": "comment",
    "type": "user",
    "intercom_user_id": "6657ab2f6abd0164c24b0d64",
    "body": "Thanks again :)"
  }'

Responses

User last conversation reply

Bodyapplication/json
typestring

Always conversation.

Example:"conversation"
idstring

The id representing the conversation.

Example:"1295"
titlestring or null

The title given to the conversation.

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

The time the conversation was created.

Example:1663597223
updated_atinteger, (date-time)

The last time the conversation was updated.

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

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)

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
openboolean

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

Example:true
statestring

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

Enum:"open""closed""snoozed"
Example:"open"
readboolean

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 null

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_idinteger or null

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 or null(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)

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

contactsobject(Contacts)

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.

teammatesobject or null(Conversation teammates)

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

first_contact_replyobject or null(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 or null(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 or null(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.

Response
{
  "type": "conversation",
  "id": "353",
  "created_at": 1717021487,
  "updated_at": 1717021489,
  "waiting_since": 1717021488,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918255",
    "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": 1717021488,
    "type": "conversation",
    "url": null
  },
  "admin_assignee_id": 991267715,
  "team_assignee_id": 5017691,
  "open": true,
  "state": "open",
  "read": false,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "topics": {},
  "ticket": null,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 2
  }
}