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Changelog (Unstable)

Changelog (Unstable)

Unstable API

This version is not stable and everything within is subject to change. We recommend using this for test and staging environments, as opposed to within production.

For changes that have been updated across all versions, see the Unversioned changes page.

There are breaking changes in this version, which are detailed below.

Macros API

We've added a new Macros API that provides programmatic access to saved replies (macros) in Intercom. This API enables external applications to retrieve and display your team's pre-written responses, making it easier to integrate Intercom macros with third-party tools and workflows.

New Endpoints:

  • GET /macros - List all available macros with pagination
  • GET /macros/{id} - Retrieve a specific macro by ID

Key Features:

  • Cursor-based pagination: Navigate through large sets of macros efficiently using the starting_after parameter with Base64-encoded cursors
  • Smart placeholder transformation: Macros containing Intercom placeholders (e.g., {{user.name}}) are automatically transformed to XML-like attributes (<attribute key="user.name"/>) for easier parsing
  • Flexible filtering: Use the updated_since parameter to retrieve only recently modified macros
  • Team visibility controls: Respects macro visibility settings, showing only macros available to the authenticated user's teams
  • Channel availability: Each macro indicates where it can be used (inbox, messenger, or both)

OAuth Scope Required: READ_CONVERSATIONS

Use Cases:

  • Integration with training platforms like Solidroad for customer service simulations
  • Building custom macro management interfaces
  • Exporting macros for documentation or backup purposes
  • Analyzing macro usage and content across your organization

Example Request:

curl -X GET https://api.intercom.io/macros?per_page=10 \
  -H 'Authorization: Bearer <YOUR_ACCESS_TOKEN>' \
  -H 'Accept: application/json' \
  -H 'Intercom-Version: @Unstable'

Example Response:

{
  "type": "list",
  "data": [
    {
      "type": "macro",
      "id": "123",
      "name": "Order Status Update",
      "body": "<p>Hi <attribute key=\"user.name\" default=\"there\"/>, your order is ready!</p>",
      "body_text": "Hi there, your order is ready!",
      "created_at": "2025-07-17T11:18:08.000Z",
      "updated_at": "2025-07-17T15:30:24.000Z",
      "visible_to": "everyone",
      "visible_to_team_ids": [],
      "available_on": ["inbox", "messenger"]
    }
  ],
  "pages": {
    "type": "pages",
    "per_page": 10,
    "next": {
      "starting_after": "WzE3MTk0OTM3NTcuMCwgIjEyMyJd"
    }
  }
}

Important Notes:

  • This API is currently available in the Unstable version only
  • Placeholders in macro bodies are transformed from Intercom format to XML-like attributes
  • The pagination cursor encodes [updated_at, id] for stable ordering
  • Maximum 150 macros can be retrieved per request

For complete documentation and more examples, see the Macros API Reference.

New WhatsApp Message status API

The WhatsApp Message status API is now available in the Unstable version. This endpoint returns paginated status events for WhatsApp messages sent via the Outbound module, providing information about delivery state and related message details.

Enforcement of ticket permissions on the Conversations API

Starting in early August 2024, accessing a ticket directly through the Conversations API will requires the "Read tickets" or "Write tickets" scope, as appropriate. When listing conversations or searching conversations, tickets will only be returned in the results if the caller has the "Read tickets" scope.

Breaking permission changes

Previously, tickets were accessible through the Conversations API using only the "Read conversations" or "Write conversations" scope(s). Any apps relying on this behaviour will need to add the appropriate ticket permission, and have users reauthenticate.

New Searchable Contact Attribute

We added formatted_phone as a searchable attribute for contacts. This is the contact's phone number normalized to the E164 format.

We've extended the Create a ticket request body with conversation_to_link_id. This adds the ability to link the created ticket to an existing one. Here are the valid ways of linking two tickets:

  • conversation | back-office ticket
  • customer tickets | non-shared back-office ticket
  • conversation | tracker ticket
  • customer ticket | tracker ticket
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