REST API Reference

List all conversations

Intercom API (Unstable)

The intercom API reference.

Download OpenAPI description

api.intercom.io.json

api.intercom.io.yaml

Overview

URL https://developers.intercom.com

License MIT

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

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,
    "assigned_team_first_response_time_by_team": [ … ],
    "assigned_team_first_response_time_in_office_hours": [ … ],
    "handling_time": 2310
  },
  "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 Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

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: Unstable' \
  -d '{
    "id": 99,
    "admin_id": 991267619
  }'

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

Example: 7522907

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

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: Unstable' \
  -d '{
    "admin_id": 991267623
  }'

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 Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

curl -i -X GET \
  'https://api.intercom.io/conversations?per_page=20&starting_after=string' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: Unstable'

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": [
    { … }
  ]
}

Creates a conversation

Request

You can create a conversation that has been initiated by a contact (ie. user or lead). The conversation can be an in-app message only.

Sending for visitors

You can also send a message from a visitor by specifying their user_id or id value in the from field, along with a type field value of contact. This visitor will be automatically converted to a contact with a lead role once the conversation is created.

This will return the Message model that has been created.

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

fromobjectrequired

from.typestringrequired

The role associated to the contact - user or lead.

Enum"lead""user""contact"

Example: "user"

from.idstring(uuid)= 24 charactersrequired

The identifier for the contact which is given by Intercom.

Example: "536e564f316c83104c000020"

bodystringrequired

The content of the message. HTML is not supported.

Example: "Hello"

curl -i -X POST \
  https://api.intercom.io/conversations \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "from": {
      "type": "user",
      "id": "67506194d5eefd6f04e7d0cf"
    },
    "body": "Hello there"
  }'

Responses

conversation created

Bodyapplication/json

typestringrequired

The type of the message

Example: "user_message"

idstringrequired

The id representing the message.

Example: "1488971108"

created_atinteger(date-time)required

The time the conversation was created.

Example: 1667560812

subjectstring

The subject of the message. Only present if message_type: email.

Example: "Greetings"

bodystringrequired

The message body, which may contain HTML.

Example: "Hello"

message_typestringrequired

The type of message that was sent. Can be email, inapp, facebook or twitter.

Enum"email""inapp""facebook""twitter"

Example: "inapp"

conversation_idstring

The associated conversation_id

Example: "64619700005570"

Response

application/json

{
  "type": "user_message",
  "id": "403918251",
  "created_at": 1733321110,
  "body": "Hello there",
  "message_type": "inapp",
  "conversation_id": "365"
}

Retrieve a conversation

Request

You can fetch the details of a single conversation.

This will return a single Conversation model with all its conversation parts.

Hard limit of 500 parts

The maximum number of conversation parts that can be returned via the API is 500. If you have more than that we will return the 500 most recent conversation parts.

For AI agent conversation metadata, please note that you need to have the agent enabled in your workspace, which is a paid feature.

Path

idintegerrequired

The id of the conversation to target

Example: 123

Query

display_asstring

Set to plaintext to retrieve conversation messages in plain text.

Example: display_as=plaintext

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

curl -i -X GET \
  'https://api.intercom.io/conversations/{id}?display_as=string' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: Unstable'

Responses

conversation found

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "type": "conversation",
  "id": "369",
  "created_at": 1733321118,
  "updated_at": 1733321118,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918255",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": null,
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": false,
  "state": "closed",
  "read": false,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {},
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [],
    "total_count": 0
  }
}

Update a conversation

Request

You can update an existing conversation.

Replying and other actions

If you want to reply to a coveration or take an action such as assign, unassign, open, close or snooze, take a look at the reply and manage endpoints.

Path

idintegerrequired

The id of the conversation to target

Example: 123

Query

display_asstring

Set to plaintext to retrieve conversation messages in plain text.

Example: display_as=plaintext

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

readboolean

Mark a conversation as read within Intercom.

Example: true

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.

curl -i -X PUT \
  'https://api.intercom.io/conversations/{id}?display_as=string' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "read": true,
    "custom_attributes": {
      "issue_type": "Billing",
      "priority": "High"
    }
  }'

Responses

conversation found

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "type": "conversation",
  "id": "373",
  "created_at": 1733321128,
  "updated_at": 1733321130,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918259",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": null,
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": false,
  "state": "closed",
  "read": true,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {
    "issue_type": "Billing",
    "priority": "High"
  },
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 2
  }
}

Delete a conversation

Request

You can delete a single conversation.

Path

idintegerrequired

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

curl -i -X DELETE \
  'https://api.intercom.io/conversations/{id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: Unstable'

Responses

successful

Bodyapplication/json

idstring

The unique identifier for the conversation.

Example: "5ba682d23d7cf92bef87bfd4"

objectstring

always conversation

Value"conversation"

Example: "conversation"

deletedboolean

Whether the conversation is deleted or not.

Example: true

Response

application/json

{
  "id": "377",
  "object": "conversation",
  "deleted": true
}

Search conversations

Request

You can search for multiple conversations by the value of their attributes in order to fetch exactly which ones you want.

To search for conversations, you need to send a POST request to https://api.intercom.io/conversations/search.

This will accept a query object in the body which will define your filters in order to search for conversations.

Optimizing search queries

Search queries can be complex, so optimizing them can help the performance of your search. Use the AND and OR operators to combine multiple filters to get the exact results you need and utilize pagination to limit the number of results returned. The default is 20 results per page and maximum is 150. See the pagination section for more details on how to use the starting_after param.

Nesting & Limitations

You can nest these filters in order to get even more granular insights that pinpoint exactly what you need. Example: (1 OR 2) AND (3 OR 4). There are some limitations to the amount of multiple's there can be:

There's a limit of max 2 nested filters
There's a limit of max 15 filters for each AND or OR group

Accepted Fields

Most keys listed as part of the The conversation model is searchable, whether writeable or not. The value you search for has to match the accepted type, otherwise the query will fail (ie. as created_at accepts a date, the value cannot be a string such as "foorbar").

Field	Type
id	String
created_at	Date (UNIX timestamp)
updated_at	Date (UNIX timestamp)
source.type	String Accepted fields are `conversation`, `email`, `facebook`, `instagram`, `phone_call`, `phone_switch`, `push`, `sms`, `twitter` and `whatsapp`.
source.id	String
source.delivered_as	String
source.subject	String
source.body	String
source.author.id	String
source.author.type	String
source.author.name	String
source.author.email	String
source.url	String
contact_ids	String
teammate_ids	String
admin_assignee_id	String
team_assignee_id	String
channel_initiated	String
open	Boolean
read	Boolean
state	String
waiting_since	Date (UNIX timestamp)
snoozed_until	Date (UNIX timestamp)
tag_ids	String
priority	String
statistics.time_to_assignment	Integer
statistics.time_to_admin_reply	Integer
statistics.time_to_first_close	Integer
statistics.time_to_last_close	Integer
statistics.median_time_to_reply	Integer
statistics.first_contact_reply_at	Date (UNIX timestamp)
statistics.first_assignment_at	Date (UNIX timestamp)
statistics.first_admin_reply_at	Date (UNIX timestamp)
statistics.first_close_at	Date (UNIX timestamp)
statistics.last_assignment_at	Date (UNIX timestamp)
statistics.last_assignment_admin_reply_at	Date (UNIX timestamp)
statistics.last_contact_reply_at	Date (UNIX timestamp)
statistics.last_admin_reply_at	Date (UNIX timestamp)
statistics.last_close_at	Date (UNIX timestamp)
statistics.last_closed_by_id	String
statistics.count_reopens	Integer
statistics.count_assignments	Integer
statistics.count_conversation_parts	Integer
conversation_rating.requested_at	Date (UNIX timestamp)
conversation_rating.replied_at	Date (UNIX timestamp)
conversation_rating.score	Integer
conversation_rating.remark	String
conversation_rating.contact_id	String
conversation_rating.admin_d	String
ai_agent_participated	Boolean
ai_agent.resolution_state	String
ai_agent.last_answer_type	String
ai_agent.rating	Integer
ai_agent.rating_remark	String
ai_agent.source_type	String
ai_agent.source_title	String

Accepted Operators

The table below shows the operators you can use to define how you want to search for the value. The operator should be put in as a string ("="). The operator has to be compatible with the field's type (eg. you cannot search with > for a given string value as it's only compatible for integer's and dates).

Operator	Valid Types	Description
=	All	Equals
!=	All	Doesn't Equal
IN	All	In Shortcut for `OR` queries Values most be in Array
NIN	All	Not In Shortcut for `OR !` queries Values must be in Array
>	Integer Date (UNIX Timestamp)	Greater (or equal) than
<	Integer Date (UNIX Timestamp)	Lower (or equal) than
~	String	Contains
!~	String	Doesn't Contain
^	String	Starts With
$	String	Ends With

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

querySingle Filter Search Request (object) or Multiple Filter Search Request (object)required

One of:

Search using Intercoms Search APIs with a single filter.

query.fieldstring

The accepted field that you want to search on.

Example: "created_at"

query.operatorstring

The accepted operators you can use to define how you want to search for the value.

Enum"=""!=""IN""NIN""<"">""~""!~""^""$"

Example: ">"

query.valuestring

The value that you want to search on.

Example: "73732934"

paginationobject or null(Pagination: Starting After)

curl -i -X POST \
  https://api.intercom.io/conversations/search \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "query": {
      "operator": "AND",
      "value": [
        {
          "field": "created_at",
          "operator": ">",
          "value": "1306054154"
        }
      ]
    },
    "pagination": {
      "per_page": 5
    }
  }'

Responses

successful

Bodyapplication/json

typestring

Always conversation.list

Value"conversation.list"

Example: "conversation.list"

conversationsArray of objects(Conversation)

The list of conversation objects

total_countinteger

A count of the total number of objects.

Example: 12345

pagesobject or null(Cursor based pages)

Response

application/json

{
  "type": "conversation.list",
  "pages": {
    "type": "pages",
    "page": 1,
    "per_page": 5,
    "total_pages": 1
  },
  "total_count": 1,
  "conversations": [
    { … }
  ]
}

Reply to a conversation

Request

You can reply to a conversation with a message from an admin or on behalf of a contact, or with a note for admins.

Path

idstringrequired

The Intercom provisioned identifier for the conversation or the string "last" to reply to the last part of the conversation

Example: 123 or "last"

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

One of:

Payload of the request to reply on behalf of a contact using their intercom_user_id

intercom_user_idstringrequired

The identifier for the contact as given by Intercom.

attachment_filesArray of objects(Conversation attachment files)

A list of files that will be added as attachments.

message_typestringrequired

Value"comment"

typestringrequired

Value"user"

bodystringrequired

The text body of the comment.

created_atinteger

The time the reply was created. If not provided, the current time will be used.

Example: 1590000000

attachment_urlsArray of strings(uri)(Attachment URLs)<= 10 items

A list of image URLs that will be added as attachments. You can include up to 10 URLs.

curl -i -X POST \
  'https://api.intercom.io/conversations/{id}/reply' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "message_type": "comment",
    "type": "user",
    "intercom_user_id": "675061c8d5eefd6f04e7d0e6",
    "body": "Thanks again :)"
  }'

Responses

User last conversation reply

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "type": "conversation",
  "id": "389",
  "created_at": 1733321161,
  "updated_at": 1733321162,
  "waiting_since": 1733321162,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918269",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": {
    "created_at": 1733321162,
    "type": "conversation",
    "url": null
  },
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": true,
  "state": "open",
  "read": false,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {},
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 1
  }
}

Manage a conversation

Request

For managing conversations you can:

Close a conversation
Snooze a conversation to reopen on a future date
Open a conversation which is snoozed or closed
Assign a conversation to an admin and/or team.

Path

idstringrequired

The identifier for the conversation as given by Intercom.

Example: 123

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

One of:

Payload of the request to close a conversation

message_typestringrequired

Value"close"

Example: "close"

typestringrequired

Value"admin"

Example: "admin"

admin_idstringrequired

The id of the admin who is performing the action.

Example: "12345"

bodystring

Optionally you can leave a message in the conversation to provide additional context to the user and other teammates.

Example: " This conversation is now closed!"

curl -i -X POST \
  'https://api.intercom.io/conversations/{id}/parts' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "message_type": "close",
    "type": "admin",
    "admin_id": 991267701,
    "body": "Goodbye :)"
  }'

Responses

Assign a conversation

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "type": "conversation",
  "id": "396",
  "created_at": 1733321181,
  "updated_at": 1733321183,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918276",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": null,
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": false,
  "state": "closed",
  "read": false,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {},
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 1
  }
}

Run Assignment Rules on a conversation

Request

You can let a conversation be automatically assigned following assignment rules.

When using workflows

It is not possible to use this endpoint with Workflows.

Path

idstringrequired

The identifier for the conversation as given by Intercom.

Example: 123

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

curl -i -X POST \
  'https://api.intercom.io/conversations/{id}/run_assignment_rules' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Intercom-Version: Unstable'

Responses

Assign a conversation using assignment rules

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "type": "conversation",
  "id": "411",
  "created_at": 1733321211,
  "updated_at": 1733321212,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918285",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": null,
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": false,
  "state": "closed",
  "read": false,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {},
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 1
  }
}

Attach a contact to a conversation

Request

You can add participants who are contacts to a conversation, on behalf of either another contact or an admin.

Contacts without an email

If you add a contact via the email parameter and there is no user/lead found on that workspace with he given email, then we will create a new contact with role set to lead.

Path

idstringrequired

The identifier for the conversation as given by Intercom.

Example: 123

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

admin_idstring

The id of the admin who is adding the new participant.

Example: "12345"

customerIntercom User ID (object) or User ID (object) or Email (object)

One of:

curl -i -X POST \
  'https://api.intercom.io/conversations/{id}/customers' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "admin_id": 991267724,
    "customer": {
      "intercom_user_id": "67506204d5eefd6f04e7d0ff"
    }
  }'

Responses

Attach a contact to a conversation

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "customers": [
    { … }
  ]
}

Detach a contact from a group conversation

Request

You can add participants who are contacts to a conversation, on behalf of either another contact or an admin.

Contacts without an email

If you add a contact via the email parameter and there is no user/lead found on that workspace with he given email, then we will create a new contact with role set to lead.

Path

conversation_idstringrequired

The identifier for the conversation as given by Intercom.

Example: 123

contact_idstringrequired

The identifier for the contact as given by Intercom.

Example: 123

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

admin_idstringrequired

The id of the admin who is performing the action.

Example: "5017690"

curl -i -X DELETE \
  'https://api.intercom.io/conversations/{conversation_id}/customers/{contact_id}' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "admin_id": 991267732,
    "customer": {
      "intercom_user_id": "6750620dd5eefd6f04e7d103"
    }
  }'

Responses

Detach a contact from a group conversation

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "customers": [
    { … }
  ]
}

Redact a conversation part

Request

You can redact a conversation part or the source message of a conversation (as seen in the source object).

Redacting parts and messages

If you are redacting a conversation part, it must have a body. If you are redacting a source message, it must have been created by a contact. We will return a conversation_part_not_redactable error if these criteria are not met.

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

One of:

Payload of the request to redact a conversation part

typestringrequired

The type of resource being redacted.

Value"conversation_part"

Example: "conversation_part"

conversation_idstringrequired

The id of the conversation.

Example: "19894788788"

conversation_part_idstringrequired

The id of the conversation_part.

Example: "19381789428"

curl -i -X POST \
  https://api.intercom.io/conversations/redact \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "type": "conversation_part",
    "conversation_id": 473,
    "conversation_part_id": 156
  }'

Responses

Redact a conversation part

Bodyapplication/json

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)

statisticsobject or null(Conversation statistics)

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

conversation_partsobject(Conversation 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.

Response

application/json

{
  "type": "conversation",
  "id": "473",
  "created_at": 1733321304,
  "updated_at": 1733321307,
  "waiting_since": 1733321305,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918311",
    "delivered_as": "admin_initiated",
    "subject": "",
    "body": "<p>this is the message body</p>",
    "author": { … },
    "attachments": [],
    "url": null,
    "redacted": false
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "first_contact_reply": {
    "created_at": 1733321305,
    "type": "conversation",
    "url": null
  },
  "admin_assignee_id": null,
  "team_assignee_id": null,
  "open": true,
  "state": "open",
  "read": true,
  "tags": {
    "type": "tag.list",
    "tags": []
  },
  "priority": "not_priority",
  "sla_applied": null,
  "statistics": null,
  "conversation_rating": null,
  "teammates": null,
  "title": null,
  "custom_attributes": {},
  "topics": {},
  "ticket": null,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "ai_agent": null,
  "ai_agent_participated": false,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [ … ],
    "total_count": 1
  }
}

Convert a conversation to a ticket

Request

You can convert a conversation to a ticket.

Path

idintegerrequired

The id of the conversation to target

Example: 123

Headers

Intercom-Versionstring(intercom_version)

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

Default Unstable

Enum"1.0""1.1""1.2""1.3""1.4""2.0""2.1""2.2""2.3""2.4"

Example: Unstable

Bodyapplication/json

ticket_type_idstringrequired

The ID of the type of ticket you want to convert the conversation to

Example: "1234"

attributesobject(Ticket Attributes)

The attributes set on the ticket. When setting the default title and description attributes, the attribute keys that should be used are _default_title_ and _default_description_. When setting ticket type attributes of the list attribute type, the key should be the attribute name and the value of the attribute should be the list item id, obtainable by listing the ticket type. For example, if the ticket type has an attribute called priority of type list, the key should be priority and the value of the attribute should be the guid of the list item (e.g. de1825a0-0164-4070-8ca6-13e22462fa7e).

Example: {"_default_title_":"Found a bug","_default_description_":"The button is not working"}

curl -i -X POST \
  'https://api.intercom.io/conversations/{id}/convert' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "ticket_type_id": "97"
  }'

Responses

successful

Bodyapplication/json

typestring

Always ticket

Default "ticket"

Value"ticket"

Example: "ticket"

idstring

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

Example: "1295"

ticket_idstring

The ID of the Ticket used in the Intercom Inbox and Messenger. Do not use ticket_id for API queries.

Example: "1390"

categorystring

Category of the Ticket.

Enum"Customer""Back-office""Tracker"

Example: "Customer"

ticket_attributesobject(Ticket Attributes)

An object containing the different attributes associated to the ticket as key-value pairs. For the default title and description attributes, the keys are _default_title_ and _default_description_.

Example: {"_default_title_":"Found a bug","_default_description_":"The button's not working"}

ticket_stateobject or null(Ticket State)

A ticket state, used to define the state of a ticket.

ticket_typeobject or null(Ticket Type)

A ticket type, used to define the data fields to be captured in a ticket.

contactsobject(Contacts)

The list of contacts affected by a ticket.

admin_assignee_idstring

The id representing the admin assigned to the ticket.

Example: "1295"

team_assignee_idstring

The id representing the team assigned to the ticket.

Example: "1295"

created_atinteger(date-time)

The time the ticket was created as a UTC Unix timestamp.

Example: 1663597223

updated_atinteger(date-time)

The last time the ticket was updated as a UTC Unix timestamp.

Example: 1663597260

openboolean

Whether or not the ticket is open. If false, the ticket is closed.

Example: true

snoozed_untilinteger(date-time)

The time the ticket will be snoozed until as a UTC Unix timestamp. If null, the ticket is not currently snoozed.

Example: 1663597260

linked_objectsobject(Linked Objects)

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

ticket_partsobject(Ticket Parts)

A list of Ticket Part objects for each note and event in the ticket. There is a limit of 500 parts.

is_sharedboolean

Whether or not the ticket is shared with the customer.

Example: true

Response

application/json

{
  "type": "ticket",
  "id": "476",
  "ticket_id": "39",
  "ticket_attributes": {},
  "ticket_state": {
    "type": "ticket_state",
    "id": "7597",
    "category": "submitted",
    "internal_label": "Submitted",
    "external_label": "Submitted"
  },
  "ticket_type": {
    "type": "ticket_type",
    "id": "97",
    "name": "my-ticket-type-1",
    "description": "my ticket type description is awesome.",
    "icon": "🦁",
    "workspace_id": "this_is_an_id440_that_should_be_at_least_",
    "archived": false,
    "created_at": 1733321319,
    "updated_at": 1733321319,
    "is_internal": false,
    "ticket_type_attributes": { … },
    "category": "Customer"
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [ … ]
  },
  "admin_assignee_id": "0",
  "team_assignee_id": "0",
  "created_at": 1733321315,
  "updated_at": 1733321320,
  "ticket_parts": {
    "type": "ticket_part.list",
    "ticket_parts": [ … ],
    "total_count": 2
  },
  "open": true,
  "linked_objects": {
    "type": "list",
    "data": [],
    "total_count": 0,
    "has_more": false
  },
  "category": "Customer",
  "is_shared": true
}

Custom Object Instances

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Subscription Types

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Switch

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Tickets

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Visitors

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Operations

Intercom API (Unstable)

Admins

AI Content

Articles

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Conversations

Conversation

Add tag to a conversation

Request

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Remove tag from a conversation

Request

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List all conversations

Request

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Creates a conversation

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Retrieve a conversation

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Reply to a conversation

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Run Assignment Rules on a conversation

Request

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Attach a contact to a conversation

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Detach a contact from a group conversation

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Redact a conversation part

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Convert a conversation to a ticket

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