Conversation List Item

The data returned about your conversations when you list or search them.

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

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

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 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. System-defined attributes such as "CX Score rating" and "CX Score explanation" 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."
}

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.

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"
  }
]

{
  "type": "conversation",
  "id": "1295",
  "title": "Conversation Title",
  "created_at": 1663597223,
  "updated_at": 1663597260,
  "waiting_since": 1663597260,
  "snoozed_until": 1663597260,
  "open": true,
  "state": "open",
  "read": true,
  "priority": "high",
  "admin_assignee_id": 0,
  "team_assignee_id": 5017691,
  "company": {
    "type": "company",
    "id": "531ee472cce572a6ec000006",
    "name": "Blue Sun",
    "app_id": "ecahpwf5",
    "plan": { … },
    "company_id": "6",
    "remote_created_at": 1663597223,
    "created_at": 1663597223,
    "updated_at": 1663597223,
    "last_request_at": 1663597223,
    "size": 100,
    "website": "https://www.intercom.com",
    "industry": "Software",
    "monthly_spend": 100,
    "session_count": 100,
    "user_count": 100,
    "custom_attributes": { … },
    "tags": { … },
    "segments": { … },
    "notes": { … }
  },
  "tags": {
    "type": "tag.list",
    "tags": [ … ]
  },
  "conversation_rating": {
    "rating": 5,
    "remark": "",
    "created_at": 1671028894,
    "updated_at": 1671028894,
    "contact": { … },
    "teammate": { … }
  },
  "source": {
    "type": "email",
    "id": "3",
    "delivered_as": "operator_initiated",
    "recipients": [ … ],
    "reply_to": [ … ],
    "subject": "",
    "body": "<p>Hey there!</p>",
    "author": { … },
    "attachments": [ … ],
    "url": "https://intercom.help/company/article/123",
    "redacted": false,
    "email_message_metadata": { … }
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "teammates": {
    "type": "admin.list",
    "teammates": [ … ]
  },
  "custom_attributes": {
    "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."
  },
  "first_contact_reply": {
    "created_at": 1663597223,
    "type": "conversation",
    "url": "https://developers.intercom.com/"
  },
  "sla_applied": {
    "type": "conversation_sla_summary",
    "sla_name": "",
    "sla_status": "hit"
  },
  "statistics": {
    "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,
    "assigned_team_first_response_time": [ … ],
    "assigned_team_first_response_time_in_office_hours": [ … ],
    "handling_time": 2310,
    "adjusted_handling_time": 1800
  },
  "linked_objects": {
    "type": "list",
    "total_count": 100,
    "has_more": false,
    "data": [ … ]
  },
  "ai_agent_participated": true,
  "ai_agent": {
    "source_type": "workflow",
    "source_title": "My AI Workflow",
    "last_answer_type": "ai_answer",
    "resolution_state": "assumed_resolution",
    "rating": 4,
    "rating_remark": "Very helpful!",
    "created_at": 1663597260,
    "updated_at": 1663597260,
    "content_sources": { … }
  },
  "sales_agent_participated": false,
  "sales_agent": {
    "outcome": "qualified",
    "routing_outcome": "enterprise_sales",
    "collected_data": { … }
  },
  "channel": {
    "initial": "messenger",
    "current": "messenger"
  },
  "external_references": [
    { … },
    { … }
  ]
}