Retrieve a conversation

Request

You can fetch the details of a single conversation.

This will return a single Conversation model with all its conversation parts.

Conversation parts limit

Without page, the response returns the 500 most recent conversation parts. If you need more than the 500 most recent parts, send page (and optionally per_page) to page through every part, oldest first, following conversation_parts.pages.next. Part type and parts_created_after/parts_created_before filters are applied first. conversation_parts.total_count counts the parts in this response after filtering, not the conversation's total part count.

For AI agent conversation metadata, please note that you need to have the agent enabled in your workspace, which is a paid feature.

If the conversation is a ticket, the access token must include the read_tickets scope. Without it, the request returns a 401 with the error code token_unauthorized.

Security

bearerAuth

Path

idintegerrequired

The id of the conversation to target

Example:123

Query

display_asstring

Set to plaintext to retrieve conversation messages in plain text. This affects both the body and subject fields. Inline links are rendered as label (url), preserving the link URL alongside the visible text. Line breaks inside a paragraph are rendered as newlines.

Example:display_as=plaintext

include_translationsboolean

If set to true, conversation parts will be translated to the detected language of the conversation.

Example:include_translations=true

include_email_historyboolean

If set to true, the source of the conversation will include the email history, for conversations started by email.

Example:include_email_history=true

parts_created_afterinteger

Only include conversation parts created at or after this time, as a Unix timestamp in seconds.

Example:parts_created_after=1700000000

parts_created_beforeinteger

Only include conversation parts created at or before this time, as a Unix timestamp in seconds.

Example:parts_created_before=1700086400

include_monitorsboolean

If set to true, the response will include a monitor_evaluations array with the latest QA monitor evaluation for each monitor that has evaluated this conversation.

Default:false

Example:include_monitors=true

include_scorecardsboolean

If set to true, the response will include a scorecards array with any QA scorecard results for this conversation.

Default:false

Example:include_scorecards=true

include_part_typesArray of strings, [ 1 .. 50 ] items

A comma-separated list of conversation part types to return, such as assignment, note or snoozed. Cannot be combined with exclude_part_types.

Example:include_part_types=comment,note

exclude_part_typesArray of strings, [ 1 .. 50 ] items

A comma-separated list of conversation part types to leave out, such as assignment, note or snoozed. Cannot be combined with include_part_types.

Example:exclude_part_types=assignment

pageinteger, >= 1

The page of conversation parts to return. When sent, parts are paginated oldest first, so page 1 holds the oldest parts. A page past the end returns an empty list.

Example:page=1

per_pageinteger, [ 1 .. 500 ]

The number of conversation parts per page, between 1 and 500. Only used when page is sent.

Default:20

Example:per_page=50

Intercom-Versionstring(intercom_version)

Intercom API version.
If you omit the header, the API uses the version set in your app package, and 1.0 if none is set.

Enum:"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example:Preview

curl -i -X GET \
  'https://api.intercom.io/conversations/123?display_as=plaintext&include_translations=true&include_email_history=true&parts_created_after=1700000000&parts_created_before=1700086400&include_monitors=true&include_scorecards=true&include_part_types=comment%2Cnote&exclude_part_types=assignment&page=1&per_page=50' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: Preview'

Responses

conversation found

Bodyapplication/json

typestring

Always conversation.

Example:"conversation"

idstring

The id representing the conversation.

Example:"1295"

call_idsArray of strings

The ids of the calls associated with this conversation. Empty when the conversation has no calls.

Example:

[
  "4567"
]

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

The priority level of the conversation. Returns one of none, low, medium, high, or urgent.

Enum:"none""low""medium""high""urgent"

Example:"high"

admin_assignee_idinteger

The id of the admin assigned to the conversation. If it's not assigned to an admin it will return 0.

Example:0

team_assignee_idinteger

The id of the team assigned to the conversation. If it's not assigned to a team it will return 0.

Example:5017691

companyobject or null(Company)

The company associated with the conversation.

tagsobject(Tags)

A list of tags objects associated with a conversation, article or internal article

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 first message or event that started this conversation. Describes the origin and who initiated it.

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).

custom_attributesobject(Custom Attributes)

An object containing the custom attributes on a conversation as key-value pairs. For relationship attributes the value is a list of custom object instance models. System-defined attributes such as "AI Topic and Subtopic", "CX Score rating", "CX Score explanation" and "CX Score reasons" may also be included.

Example:

{
  "paid_subscriber": true,
  "monthly_spend": 155.5,
  "team_mates": 9,
  "start_date_iso8601": "2023-03-04T09:46:14Z",
  "end_date_timestamp": 1677923174,
  "CX Score rating": 4,
  "CX Score explanation": "The conversation was resolved quickly and the customer expressed satisfaction with the outcome.",
  "AI Topic and Subtopic": [
    { … }
  ],
  "CX Score reasons": [
    { … }
  ]
}

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.

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 or null(AI Agent)

Data related to AI Agent involvement in the conversation.

sales_agent_participatedboolean

Indicates whether the Sales Agent participated in the conversation.

Example:false

sales_agentobject or null(Sales Agent)

Data related to Sales Agent involvement in the conversation.

channelobject or null(Conversation Channel)

The channel through which the conversation was initiated and its current channel.

external_referencesArray of objects(Conversation External Reference)

References linking this conversation to records in an external helpdesk or CRM system. Populated for Fin Standalone workspaces synced from an external platform; an empty array otherwise. Sorted alphabetically by type and capped at 20 entries.

Example:

[
  {
    "type": "zendesk_ticket",
    "id": "3633338"
  },
  {
    "type": "zendesk_sunshine_conversation",
    "id": "abc-def-uuid"
  }
]

monitor_evaluationsArray of objects(Conversation Monitor Evaluation)

The latest QA monitor evaluation for each monitor that has evaluated this conversation, whatever its result. Only included when include_monitors=true is passed as a query parameter.

scorecardsArray of objects(Conversation Scorecard)

QA scorecard results for this conversation. Only included when include_scorecards=true is passed as a query parameter.

Response

{
  "type": "conversation",
  "id": "503",
  "created_at": 1734537511,
  "updated_at": 1734537511,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918334",
    "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": null,
  "admin_assignee_id": 991267715,
  "team_assignee_id": 5017691,
  "open": false,
  "state": "closed",
  "read": false,
  "tags": {
    "type": "tag.list",
    "tags": [ … ]
  },
  "priority": "none",
  "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,
  "channel": {
    "initial": "messenger",
    "current": "messenger"
  },
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 7
  }
}