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Conversation Part

Conversation Part

A Conversation Part represents a message in the conversation.

typestring

Always conversation_part

Example:"conversation_part"
idstring

The id representing the conversation part.

Example:"3"
part_typestring

The type of conversation part.

Example:"comment"
bodystring or null

The message body, which may contain HTML. For Twitter, this will show a generic message regarding why the body is obscured. In webhook payloads for API version 2.15+, this field returns plain text.

Example:"<p>Okay!</p>"
created_atinteger, (date-time)

The time the conversation part was created.

Example:1663597223
updated_atinteger, (date-time)

The last time the conversation part was updated.

Example:1663597260
notified_atinteger, (date-time)

The time the user was notified with the conversation part.

Example:1663597260
assigned_toobject or null(Reference)

The assignee this conversation_part assigned the conversation to, as a reference whose type is admin, team or bot. When the part unassigned the conversation, type is nobody_admin and id is null. Null when the part did not change the assignment, or when the assignee has since been deleted.

admin_assignee_idinteger or null

The id of the teammate that this conversation_part assigned the conversation to, or 0 if the part removed the teammate. Null or absent when the part did not change the teammate, including an unassignment that did not name which assignee it cleared. A bot is reported here, because assignment treats anything that is not a team as a teammate.

Example:991267715
team_assignee_idinteger or null

The id of the team that this conversation_part assigned the conversation to, or 0 if the part removed the team. Null or absent when the part did not change the team, including an unassignment that did not name which assignee it cleared. A part can assign a team and a teammate at the same time, for example when the team uses Round Robin distribution and the teammate is resolved inline. In that case assigned_to reports only the teammate, and these two fields report each assignee separately.

Example:5017691
authorobject(Conversation part author)

The object who initiated the conversation, which can be a Contact, Admin or Team. Bots and campaigns send messages on behalf of Admins or Teams. For Twitter, this will be blank.

attachmentsArray of objects(Conversation part attachments)

A list of attachments for the part.

external_idstring or null

The external id of the conversation part

Example:"abcd1234"
redactedboolean

Whether or not the conversation part has been redacted.

Example:false
email_message_metadataobject or null(Email Message Metadata)

Contains metadata if the message was sent as an email

metadataobject or null(Conversation Part Metadata)

Metadata for a conversation part

statestring

Indicates the current state of conversation when the conversation part was created.

Enum:"open""closed""snoozed"
Example:"open"
tagsArray of objects or null(Tag)

A list of tags objects associated with the conversation part.

event_details(Part type - conversation_attribute_updated_by_workflow (object or null)) or (Part type - conversation_attribute_updated_by_admin (object or null)) or (Part type - conversation_attribute_updated_by_user (object or null)) or (Part type - custom_action_started (object or null)) or (Part type - custom_action_finished (object or null)) or (Part type - operator_workflow_event (object or null)) or (Part type - call_summary (object or null)) or (Part type - ai_agent_event (otp_email_verification_failed) (object or null))(Event details of Workflow & actions)
Any of:

Contains details about the workflow that was triggered and any Custom Data Attributes (CDAs) that were modified during the workflow execution for conversation part type conversation_attribute_updated_by_workflow.

app_package_codestring or null

The app package code if this part was created via API. null if the part was not created via API.

Example:"test-integration"
translationsobject or null

A map of the reply text keyed by locale code. Backs the conversation.admin.replied.translated webhook topic. original holds the locale code the reply was written in; every other key holds the reply translated into that locale.

Example:
{
  "original": "en",
  "en": "<p>Hello</p>",
  "fr": "<p>Bonjour</p>"
}
{
  "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"
  },
  "admin_assignee_id": 991267715,
  "team_assignee_id": 5017691,
  "author": {
    "type": "admin",
    "id": "274",
    "name": "Operator",
    "email": "operator+abcd1234@intercom.io",
    "from_ai_agent": true,
    "is_ai_answer": false
  },
  "attachments": [
    { … }
  ],
  "external_id": "abcd1234",
  "redacted": false,
  "email_message_metadata": {
    "subject": "Question about my order",
    "email_address_headers": [ … ],
    "message_id": "<CADKw7xrXzqSn8v3mP8K8Q8yZ6K8Q8yZ6@mail.gmail.com>"
  },
  "metadata": {
    "quick_reply_options": [ … ],
    "quick_reply_uuid": "123e4567-e89b-12d3-a456-426614174000"
  },
  "state": "open",
  "tags": [
    { … }
  ],
  "event_details": {
    "workflow": { … },
    "attribute": { … },
    "value": { … }
  },
  "app_package_code": "test-integration",
  "translations": {
    "original": "en",
    "en": "<p>Hello</p>",
    "fr": "<p>Bonjour</p>"
  }
}