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Custom Attributes

Custom Attributes

An object containing the custom attributes on a conversation as key-value pairs. For relationship attributes the value is a list of custom object instance models. System-defined attributes such as "AI Topic and Subtopic", "CX Score rating", "CX Score explanation" and "CX Score reasons" may also be included.

AI Topic and SubtopicArray of objects(AI Topic and Subtopic)read-only

Read-only AI Insights classification of the conversation. Present only with the AI add-on; omitted when the conversation has no classification.

Example:
[
  {
    "topic_name": "Billing",
    "subtopic_name": "Payment Issues",
    "id": 42
  }
]
CX Score reasonsArray of objects(CX Score reason)read-only

Read-only reasons behind the conversation's CX Score. Intercom generates this attribute, so it cannot be set. Omitted when the conversation has no CX Score reasons.

Example:
[
  {
    "name": "Resolution speed",
    "value": "Fast"
  }
]
property name*string or integer or number or boolean or (datetime (string (string) or integer (integer))) or Custom Object Instances (object)additional property
Any of:
string
{
  "paid_subscriber": true,
  "monthly_spend": 155.5,
  "team_mates": 9,
  "start_date_iso8601": "2023-03-04T09:46:14Z",
  "end_date_timestamp": 1677923174,
  "CX Score rating": 4,
  "CX Score explanation": "The conversation was resolved quickly and the customer expressed satisfaction with the outcome.",
  "AI Topic and Subtopic": [
    { … }
  ],
  "CX Score reasons": [
    { … }
  ]
}