Conversation

Conversations are how you can communicate with users in Intercom. They are created when a contact replies to an outbound message, or when one admin directly sends a message to a single contact.

type	string Always conversation.
id	string The id representing the conversation.
title	string or null The title given to the conversation.
created_at	integer <date-time> The time the conversation was created.
updated_at	integer <date-time> The last time the conversation was updated.
waiting_since	integer 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.
snoozed_until	integer 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.
open	boolean Indicates whether a conversation is open (true) or closed (false).
state	string Can be set to "open", "closed" or "snoozed". Enum: "open" "closed" "snoozed"
read	boolean Indicates whether a conversation has been read.
priority	string If marked as priority, it will return priority or else not_priority. Enum: "priority" "not_priority"
admin_assignee_id	integer or null The id of the admin assigned to the conversation. If it's not assigned to an admin it will return null.
team_assignee_id	string or null The id of the team assigned to the conversation. If it's not assigned to a team it will return null.
	object (Tags) A list of tags objects associated with a conversation
	object 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.
	object (Conversation source) The Conversation Part that originated this conversation, which can be Contact, Admin, Campaign, Automated or Operator initiated.
	object (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.
	object or null (Conversation teammates) The list of teammates who participated in the conversation (wrote at least one conversation part).
	object (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.
	object 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.
	object 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.
	object or null (Conversation statistics) A Statistics object containing all information required for reporting, with timestamps and calculated metrics.
	object (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.
	object (Linked Objects) An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

{ "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": "priority", "admin_assignee_id": 0, "team_assignee_id": "5017691", "tags": { "type": "tag.list", "tags": [ { "type": "tag", "id": "123456", "name": "Test tag", "applied_at": 1663597223, "applied_by": { "type": "contact", "id": "1a2b3c" } } ] }, "conversation_rating": { "rating": 5, "remark": "", "created_at": 1671028894, "contact": { "type": "contact", "id": "5ba682d23d7cf92bef87bfd4", "external_id": "f3b87a2e09d514c6c2e79b9a" }, "teammate": { "type": "contact", "id": "1a2b3c" } }, "source": { "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": [ { "type": "upload", "name": "example.png", "url": "https://picsum.photos/200/300", "content_type": "image/png", "filesize": 100, "width": 100, "height": 100 } ], "url": null, "redacted": false }, "contacts": { "type": "contact.list", "contacts": [ { "type": "contact", "id": "5ba682d23d7cf92bef87bfd4", "external_id": "f3b87a2e09d514c6c2e79b9a" } ] }, "teammates": { "type": "admin.list", "teammates": [ { "type": "contact", "id": "1a2b3c" } ] }, "custom_attributes": { "property1": "string", "property2": "string" }, "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 }, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ { "type": "conversation_part", "id": "3", "part_type": "comment", "body": "<p>Okay!</p>", "created_at": 1663597223, "updated_at": 1663597260, "notified_at": 1663597260, "assigned_to": { "type": "contact", "id": "1a2b3c" }, "author": { "type": "admin", "id": "274", "name": "Operator", "email": "operator+abcd1234@intercom.io" }, "attachments": [ { "type": "upload", "name": "example.png", "url": "https://picsum.photos/200/300", "content_type": "image/png", "filesize": 100, "width": 100, "height": 100 } ], "external_id": "abcd1234", "redacted": false } ], "total_count": 2 }, "linked_objects": { "type": "list", "total_count": 100, "has_more": false, "data": [ { "type": "ticket", "id": "7583", "category": "Customer" } ] } }