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Convert a conversation to a ticket

Intercom API (2.11)

The intercom API reference.

Download OpenAPI description
api.intercom.io.json
api.intercom.io.yaml
Overview
URL https://developers.intercom.com
License MIT
Languages
Servers
The production API server
https://api.intercom.io/
The european API server
https://api.eu.intercom.io/
The australian API server
https://api.au.intercom.io/

Admins

Everything about your Admins

Operations

Articles

Everything about your Articles

Operations

Companies

Everything about your Companies

Operations

Contacts

Everything about your contacts

Operations

Conversations

Everything about your Conversations

Operations

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.

typestring

Always conversation.

Example: "conversation"
idstring

The id representing the conversation.

Example: "1295"
titlestring or null

The title given to the conversation.

Example: "Conversation Title"
created_atinteger(date-time)

The time the conversation was created.

Example: 1663597223
updated_atinteger(date-time)

The last time the conversation was updated.

Example: 1663597260
waiting_sinceinteger 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.

Example: 1663597260
snoozed_untilinteger 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.

Example: 1663597260
openboolean

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

Example: true
statestring

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

Enum"open""closed""snoozed"
Example: "open"
readboolean

Indicates whether a conversation has been read.

Example: true
prioritystring

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

Enum"priority""not_priority"
Example: "priority"
admin_assignee_idinteger or null

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

Example: 0
team_assignee_idstring or null

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

Example: "5017691"
tagsobject(Tags)

A list of tags objects associated with a conversation

conversation_ratingobject 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.

sourceobject(Conversation source)

The Conversation Part that originated this conversation, which can be Contact, Admin, Campaign, Automated or Operator initiated.

contactsobject(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.

teammatesobject or null(Conversation teammates)

The list of teammates who participated in the conversation (wrote at least one conversation part).

custom_attributesobject(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.

first_contact_replyobject 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.

sla_appliedobject 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.

statisticsobject or null(Conversation statistics)

A Statistics object containing all information required for reporting, with timestamps and calculated metrics.

conversation_partsobject(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.

linked_objectsobject(Linked Objects)

An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

ai_agent_participatedboolean

Indicates whether the AI Agent participated in the conversation.

Example: true
ai_agentobject(AI Agent)

Data related to AI Agent involvement in the conversation.

{
  "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": [ … ]
  },
  "conversation_rating": {
    "rating": 5,
    "remark": "",
    "created_at": 1671028894,
    "contact": { … },
    "teammate": { … }
  },
  "source": {
    "type": "conversation",
    "id": "3",
    "delivered_as": "operator_initiated",
    "subject": "",
    "body": "<p>Hey there!</p>",
    "author": { … },
    "attachments": [ … ],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "teammates": {
    "type": "admin.list",
    "teammates": [ … ]
  },
  "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": [ … ],
    "total_count": 2
  },
  "linked_objects": {
    "type": "list",
    "total_count": 100,
    "has_more": false,
    "data": [ … ]
  },
  "ai_agent_participated": true,
  "ai_agent": {
    "source_type": "workflow",
    "source_title": "My AI Workflow",
    "last_answer_type": "ai_answer",
    "resolution_state": "assumed_resolution",
    "rating": 4,
    "rating_remark": "Very helpful!",
    "content_sources": { … }
  }
}

Add tag to a conversation

Request

You can tag a specific conversation. This will return a tag object for the tag that was added to the conversation.

Path
conversation_idstringrequired

conversation_id

Example: 64619700005694
Headers
Intercom-Versionstring(intercom_version)

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

Default 2.11
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: 2.11
Bodyapplication/json
idstringrequired

The unique identifier for the tag which is given by Intercom

Example: "7522907"
admin_idstringrequired

The unique identifier for the admin which is given by Intercom.

Example: "780"
curl -i -X POST \
  'https://api.intercom.io/conversations/{conversation_id}/tags' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.11' \
  -d '{
    "id": 99,
    "admin_id": 991267526
  }'

Responses

successful

Bodyapplication/json
typestring

value is "tag"

Example: "tag"
idstring

The id of the tag

Example: "123456"
namestring

The name of the tag

Example: "Test tag"
applied_atinteger(date-time)

The time when the tag was applied to the object

Example: 1663597223
applied_byobject(Reference)

reference to another object

Response
application/json
{
  "type": "tag",
  "id": "99",
  "name": "Manual tag"
}

Remove tag from a conversation

Request

You can remove tag from a specific conversation. This will return a tag object for the tag that was removed from the conversation.

Path
conversation_idstringrequired

conversation_id

Example: 64619700005694
idstringrequired

id

Example: 7522907
Headers
Intercom-Versionstring(intercom_version)

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

Default 2.11
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: 2.11
Bodyapplication/json
admin_idstringrequired

The unique identifier for the admin which is given by Intercom.

Example: "123"
curl -i -X DELETE \
  'https://api.intercom.io/conversations/{conversation_id}/tags/{id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: 2.11' \
  -d '{
    "admin_id": 991267530
  }'

Responses

successful

Bodyapplication/json
typestring

value is "tag"

Example: "tag"
idstring

The id of the tag

Example: "123456"
namestring

The name of the tag

Example: "Test tag"
applied_atinteger(date-time)

The time when the tag was applied to the object

Example: 1663597223
applied_byobject(Reference)

reference to another object

Response
application/json
{
  "type": "tag",
  "id": "102",
  "name": "Manual tag"
}

List all conversations

Request

You can fetch a list of all conversations.

You can optionally request the result page size and the cursor to start after to fetch the result.

Pagination

You can use pagination to limit the number of results returned. The default is 20 results per page. See the pagination section for more details on how to use the starting_after param.

Query
per_pageinteger<= 150

How many results per page

Default 20
starting_afterstring

String used to get the next page of conversations.

Headers
Intercom-Versionstring(intercom_version)

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

Default 2.11
Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"
Example: 2.11
curl -i -X GET \
  'https://api.intercom.io/conversations?per_page=20&starting_after=string' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: 2.11'

Responses

successful

Bodyapplication/json
typestring

The type of object

Enum"list""conversation.list"
Example: "list"
pagesobject or null(Cursor based pages)

Cursor-based pagination is a technique used in the Intercom API to navigate through large amounts of data. A "cursor" or pointer is used to keep track of the current position in the result set, allowing the API to return the data in small chunks or "pages" as needed.

total_countinteger

A count of the total number of objects.

Example: 1
dataArray of News Item (object) or Newsfeed (object)

An array of Objects

Response
application/json
{
  "type": "conversation.list",
  "pages": {
    "type": "pages",
    "page": 1,
    "per_page": 20,
    "total_pages": 1
  },
  "total_count": 1,
  "conversations": [
    { … }
  ]
}