Retrieve a conversation

You can fetch the details of a single conversation.

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

Hard limit of 500 parts

The maximum number of conversation parts that can be returned via the API is 500. If you have more than that we will return the 500 most recent conversation parts.

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

SecurityHTTP: bearerAuth
Request
path Parameters
id
required
integer

The id of the conversation to target

Example: 123
query Parameters
display_as
string

Set to plaintext to retrieve conversation messages in plain text.

Example: display_as=plaintext
header Parameters
Intercom-Version
string (intercom_version)
Default: 2.11

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" "2.11" "Unstable"
Example: 2.11
get
/conversations/{id}
Request samples
Responses

200

conversation found

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.

ai_agent_participated
boolean

Indicates whether the AI Agent participated in the conversation.

object (AI Agent)

Data related to AI Agent involvement in the conversation.

401

Unauthorized

403

API plan restricted

404

Not found

Response samples
application/json
{ "type": "conversation", "id": "1142", "created_at": 1716385197, "updated_at": 1716385197, "waiting_since": null, "snoozed_until": null, "source": { "type": "conversation", "id": "403918674", "delivered_as": "admin_initiated", "subject": "", "body": "<p>this is the message body</p>", "attachments": [ ], "url": null, "redacted": false }, "contacts": { "type": "contact.list", }, "first_contact_reply": null, "admin_assignee_id": null, "team_assignee_id": null, "open": false, "state": "closed", "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 }, "ai_agent": null, "ai_agent_participated": false, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ ], "total_count": 0 } }