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.

Bot Name in Conversation Parts

For conversation parts generated by a bot, bot name will depend on the following:

  • Customers that never turned on AI answers will have operator as the bot name
  • Customers that have turned on AI answers at some point will have fin as the bot name
SecurityHTTP: bearerAuth
path Parameters

The id of the conversation to target

Example: 123
query Parameters

Set to plaintext to retrieve conversation messages in plain text.

Example: display_as=plaintext
header Parameters
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 samples


conversation found

Response Schema: application/json

Always conversation.


The id representing the conversation.

string or null

The title given to the conversation.

integer <date-time>

The time the conversation was created.

integer <date-time>

The last time the conversation was updated.

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.

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.


Indicates whether a conversation is open (true) or closed (false).


Can be set to "open", "closed" or "snoozed".

Enum: "open" "closed" "snoozed"

Indicates whether a conversation has been read.


If marked as priority, it will return priority or else not_priority.

Enum: "priority" "not_priority"
integer or null

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

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.




API plan restricted


Not found

Response samples
{ "type": "conversation", "id": "4784", "created_at": 1712222973, "updated_at": 1712222973, "waiting_since": null, "snoozed_until": null, "source": { "type": "conversation", "id": "403920841", "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 }, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ ], "total_count": 0 } }