Reply to a conversation

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REST API Reference

Conversations

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

SecurityHTTP: bearerAuth

Request

path Parameters

required

Conversation ID (string) or The most recent conversation (string)

header Parameters

Intercom-Version

string (intercom_version)

Default: 2.10

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

Enum: "1.0" "1.1" "1.2" "1.3" "1.4" "2.0" "2.1" "2.2" "2.3" "2.4" "2.5" "2.6" "2.7" "2.8" "2.9" "2.10" "Unstable"

Example: 2.10

Request Body schema: application/json

One of:

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

message_type required	string Value: "comment"
type required	string Value: "user"
body required	string The text body of the comment.
intercom_user_id required	string The identifier for the contact as given by Intercom.
attachment_urls	Array of strings <uri> <= 5 items A list of image URLs that will be added as attachments. You can include up to 5 URLs.

post

/conversations/{id}/reply

Request samples
Payload
curl
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application/json
User reply
{
"message_type": "comment",
"type": "user",
"intercom_user_id": "650cbc916d0a728750658b4f",
"body": "Thanks again :)"
}

Responses

200

User last conversation reply

Response Schema: application/json

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.

401

Unauthorized

403

API plan restricted

404

Not found

Response samples
200
401
403
404
application/json
User reply
{
"type": "conversation",
"id": "732586",
"created_at": 1695333522,
"updated_at": 1695333524,
"waiting_since": 1695333524,
"snoozed_until": null,
"source": {
"type": "conversation",
"id": "403918093",
"delivered_as": "admin_initiated",
"subject": "",
"body": "<p>this is the message body</p>",
"author": {
"type": "admin",
"id": "991266414",
"name": "Ciaran177 Lee",
"email": "admin177@email.com"
},
"attachments": [ ],
"url": null,
"redacted": false
},
"contacts": {
"type": "contact.list",
"contacts": [
{
"type": "contact",
"id": "650cbc916d0a728750658b4f",
"external_id": "70"
}
]
},
"first_contact_reply": {
"created_at": 1695333524,
"type": "conversation",
"url": null
},
"admin_assignee_id": null,
"team_assignee_id": null,
"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,
"custom_attributes": { },
"topics": { },
"ticket": null,
"linked_objects": {
"type": "list",
"data": [ ],
"total_count": 0,
"has_more": false
},
"conversation_parts": {
"type": "conversation_part.list",
"conversation_parts": [
{
"type": "conversation_part",
"id": "727495",
"part_type": "open",
"body": "<p>Thanks again :)</p>",
"created_at": 1695333524,
"updated_at": 1695333524,
"notified_at": 1695333524,
"assigned_to": null,
"author": {
"id": "650cbc916d0a728750658b4f",
"type": "user",
"name": "Joe Bloggs",
"email": "joe@bloggs.com"
},
"attachments": [ ],
"external_id": null,
"redacted": false
}
],
"total_count": 1
}
}