Intercom API (2.12)

The Intercom API reference.

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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

AI Content

With the AI Content APIs, you can create and manage External Pages and Content Import Sources for your Fin Content Library.

 

External Pages are pages that you want Fin to be able to answer questions about. The API for External Pages is a great way to ingest into your Fin Content Library pages that are not publicly accessible and hence can't be crawled by Intercom.

 

Content Import Sources are the sources of those pages, and they are used to determine the default audience for the pages (configured via the UI). You should create a Content Import Source for each source of External Pages that you want to ingest into your Fin Content Library.

 

You can then iterate through the content from that source via its API and POST it to the External Pages endpoint. That endpoint has an external_id parameter which allows you to specify the identifier from the source. The endpoint will then either create a new External Page or update an existing one as appropriate.",

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

Data Attributes

Everything about your Data Attributes

Operations

Data Events

Everything about your Data Events

Operations

Data Export

Everything about your Data Exports

Operations

Help Center

Everything about your Help Center

Operations

Messages

Everything about your messages

Operations

News

Everything about your News

Operations

Notes

Everything about your Notes

Operations

Segments

Everything about your Segments

Operations

Subscription Types

Everything about subscription types

Operations

Switch

Everything about Switch

Operations

Tags

Everything about tags

Operations

Teams

Everything about your Teams

Operations

Ticket States

Everything about your ticket states

Operations

Ticket Type Attributes

Everything about your ticket type attributes

Operations

Ticket Types

Everything about your ticket types

Operations

Tickets

Everything about your tickets

Operations

Visitors

Everything about your Visitors

Operations

Models

Conversation response time

Details of first response time of assigned team in seconds.

team_idinteger

Id of the assigned team.

Example: 100
team_namestring

Name of the assigned Team, null if team does not exist, Unassigned if no team is assigned.

Example: "Team One"
response_timeinteger

First response time of assigned team in seconds.

Example: 2310
{ "team_id": 100, "team_name": "Team One", "response_time": 2310 }

Conversation source

The type of the conversation part that started this conversation. Can be Contact, Admin, Campaign, Automated or Operator initiated.

typestring

This includes conversation, email, facebook, instagram, phone_call, phone_switch, push, sms, twitter and whatsapp.

Enum"conversation""email""facebook""instagram""phone_call""phone_switch""push""sms""twitter""whatsapp"
Example: "conversation"
idstring

The id representing the message.

Example: "3"
delivered_asstring

The conversation's initiation type. Possible values are customer_initiated, campaigns_initiated (legacy campaigns), operator_initiated (Custom bot), automated (Series and other outbounds with dynamic audience message) and admin_initiated (fixed audience message, ticket initiated by an admin, group email).

Example: "operator_initiated"
subjectstring

Optional. The message subject. For Twitter, this will show a generic message regarding why the subject is obscured.

Example: ""
bodystring

The message body, which may contain HTML. For Twitter, this will show a generic message regarding why the body is obscured.

Example: "<p>Hey there!</p>"
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(Part attachment)

A list of attachments for the part.

urlstring or null

The URL where the conversation was started. For Twitter, Email, and Bots, this will be blank.

Example: null
redactedboolean

Whether or not the source message has been redacted. Only applicable for contact initiated messages.

Example: false
{ "type": "conversation", "id": "3", "delivered_as": "operator_initiated", "subject": "", "body": "<p>Hey there!</p>", "author": { "type": "admin", "id": "274", "name": "Operator", "email": "operator+abcd1234@intercom.io" }, "attachments": [ {} ], "url": null, "redacted": false }

Conversation statistics

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

typestring
Example: "conversation_statistics"
time_to_assignmentinteger

Duration until last assignment before first admin reply. In seconds.

Example: 2310
time_to_admin_replyinteger

Duration until first admin reply. Subtracts out of business hours. In seconds.

Example: 2310
time_to_first_closeinteger

Duration until conversation was closed first time. Subtracts out of business hours. In seconds.

Example: 2310
time_to_last_closeinteger

Duration until conversation was closed last time. Subtracts out of business hours. In seconds.

Example: 2310
median_time_to_replyinteger

Median based on all admin replies after a contact reply. Subtracts out of business hours. In seconds.

Example: 2310
first_contact_reply_atinteger(date-time)

Time of first text conversation part from a contact.

Example: 1663597233
first_assignment_atinteger(date-time)

Time of first assignment after first_contact_reply_at.

Example: 1663597233
first_admin_reply_atinteger(date-time)

Time of first admin reply after first_contact_reply_at.

Example: 1663597233
first_close_atinteger(date-time)

Time of first close after first_contact_reply_at.

Example: 1663597233
last_assignment_atinteger(date-time)

Time of last assignment after first_contact_reply_at.

Example: 1663597233
last_assignment_admin_reply_atinteger(date-time)

Time of first admin reply since most recent assignment.

Example: 1663597233
last_contact_reply_atinteger(date-time)

Time of the last conversation part from a contact.

Example: 1663597233
last_admin_reply_atinteger(date-time)

Time of the last conversation part from an admin.

Example: 1663597233
last_close_atinteger(date-time)

Time of the last conversation close.

Example: 1663597233
last_closed_by_idstring

The last admin who closed the conversation. Returns a reference to an Admin object.

Example: "c3po"
count_reopensinteger

Number of reopens after first_contact_reply_at.

Example: 1
count_assignmentsinteger

Number of assignments after first_contact_reply_at.

Example: 1
count_conversation_partsinteger

Total number of conversation parts.

Example: 1
assigned_team_first_response_time_by_teamArray of objects(Conversation response time)

An array of conversation response time objects

{ "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, "assigned_team_first_response_time_by_team": [ {} ] }