The intercom API reference.
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Conversations
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Intercom API (Unstable)
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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/
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.",
SchemasOperations
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.
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
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
If marked as priority, it will return priority or else not_priority.
Enum"priority""not_priority"
Example: "priority"
The id of the admin assigned to the conversation. If it's not assigned to an admin it will return null.
Example: 0
The id of the team assigned to the conversation. If it's not assigned to a team it will return null.
Example: "5017691"
The ID of the company that the conversation is associated with. The unique identifier for the company which is given by Intercom.
Example: "5f4d3c1c-7b1b-4d7d-a97e-6095715c6632"
The Conversation Rating object which contains information on the rating and/or remark added by a Contact and the Admin assigned to the conversation.
The type of the conversation part that started this conversation. Can be Contact, Admin, Campaign, Automated or Operator initiated.
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.
The list of teammates who participated in the conversation (wrote at least one conversation part).
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.
Example: {"paid_subscriber":true,"monthly_spend":155.5,"team_mates":9,"start_date_iso8601":"2023-03-04T09:46:14Z","end_date_timestamp":1677923174}
An object containing information on the first users message. For a contact initiated message this will represent the users original message.
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.
A Statistics object containing all information required for reporting, with timestamps and calculated metrics.
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.
An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.
Indicates whether the AI Agent participated in the conversation.
Example: true
{ "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", "company_id": "5f4d3c1c-7b1b-4d7d-a97e-6095715c6632", "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": { "paid_subscriber": true, "monthly_spend": 155.5, "team_mates": 9, "start_date_iso8601": "2023-03-04T09:46:14Z", "end_date_timestamp": 1677923174 }, "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, "adjusted_handling_time": 1800 }, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ … ], "total_count": 1 }, "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": { … } }, "company": { "type": "company", "id": "531ee472cce572a6ec000006", "name": "Blue Sun", "app_id": "ecahpwf5", "plan": { … }, "company_id": "6", "remote_created_at": 1663597223, "created_at": 1663597223, "updated_at": 1663597223, "last_request_at": 1663597223, "size": 100, "website": "https://www.intercom.com", "industry": "Software", "monthly_spend": 100, "session_count": 100, "user_count": 100, "custom_attributes": { … }, "tags": { … }, "segments": { … }, "notes": { … } } }
Handling Event
A handling event represents a pause or resume action taken by a teammate on a conversation.
A reference to a teammate (admin, team, or bot) who performed an action.
The time the event occurred, in ISO8601 format.
Example: "2026-01-09T09:00:00Z"
{ "teammate": { "type": "admin", "id": 123, "name": "Jane Doe", "email": "jane@example.com" }, "type": "paused", "timestamp": "2026-01-09T09:00:00Z", "reason": "Paused" }
Custom Object Instances
Everything about your Custom Object instances.
Permission Requirements
From now on, to access this endpoint, you need additional permissions. Please head over to the Developer Hub app package authentication settings to configure the required permissions.
SchemasOperations
Reporting Data Export
Everything about Reporting Data Export. See this article for details on using the data to generate various metrics.
Operations