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Retrieve a conversation

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
Languages
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

SchemasOperations

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

Articles

Everything about your Articles

SchemasOperations

Away Status Reasons

Everything about your Away Status Reasons

Operations

Brands

Everything about your Brands

SchemasOperations

Calls

Everything about your Calls

SchemasOperations

Companies

Everything about your Companies

SchemasOperations

Contacts

Everything about your contacts

SchemasOperations

Conversations

Everything about your Conversations

SchemasOperations

Creates a conversation

Request

You can create a conversation that has been initiated by a contact (ie. user or lead).

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.

Security
bearerAuth
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"
created_atinteger(date-time)

The time the conversation was created as a UTC Unix timestamp. If not provided, the current time will be used. This field is only recommneded for migrating past conversations from another source into Intercom.

Example: 1671028894
message_typestring

The kind of message being created. Values: inapp (in-app messaging), email, sms, whatsapp, or facebook.

Enum"inapp""email""sms""whatsapp""facebook"
Example: "inapp"
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": "6762f11b1bb69f9f2193bba3"
    },
    "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, sms or whatsapp.

Enum"email""inapp""facebook""sms""whatsapp"
Example: "inapp"
conversation_idstring

The associated conversation_id

Example: "64619700005570"
Response
application/json
{
  "type": "user_message",
  "id": "403918330",
  "created_at": 1734537501,
  "body": "Hello there",
  "message_type": "inapp",
  "conversation_id": "499"
}

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.

Security
bearerAuth
Path
idintegerrequired

The id of the conversation to target

Example: 123
Query
display_asstring

Set to plaintext to retrieve conversation messages in plain text. This affects both the body and subject fields.

Example: display_as=plaintext
include_translationsboolean

If set to true, conversation parts will be translated to the detected language of the conversation.

Example: include_translations=true
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/123?display_as=plaintext&include_translations=true' \
  -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"
company_idstring

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"
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 type of the conversation part that started this conversation. 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.

Example: {"paid_subscriber":true,"monthly_spend":155.5,"team_mates":9,"start_date_iso8601":"2023-03-04T09:46:14Z","end_date_timestamp":1677923174}
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.

companyobject(Company)

Companies allow you to represent organizations using your product. Each company will have its own description and be associated with contacts. You can fetch, create, update and list companies.

Response
application/json
{
  "type": "conversation",
  "id": "503",
  "created_at": 1734537511,
  "updated_at": 1734537511,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918334",
    "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": 4
  }
}

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.

This endpoint handles both conversation updates and custom object associations.

See update a conversation with an association to a custom object instance in the request/response examples to see the custom object association format.

Security
bearerAuth
Path
idintegerrequired

The id of the conversation to target

Example: 123
Query
display_asstring

Set to plaintext to retrieve conversation messages in plain text. This affects both the body and subject fields.

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
titlestring

The title given to the conversation

Example: "Conversation Title"
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.

Example: {"paid_subscriber":true,"monthly_spend":155.5,"team_mates":9,"start_date_iso8601":"2023-03-04T09:46:14Z","end_date_timestamp":1677923174}
company_idstring

The ID of the company that the conversation is associated with. The unique identifier for the company which is given by Intercom. Set to nil to remove company.

Example: "5f4d3c1c-7b1b-4d7d-a97e-6095715c6632"
curl -i -X PUT \
  'https://api.intercom.io/conversations/123?display_as=plaintext' \
  -H 'Authorization: Bearer <YOUR_TOKEN_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'Intercom-Version: Unstable' \
  -d '{
    "read": true,
    "title": "new conversation title",
    "custom_attributes": {
      "issue_type": "Billing",
      "priority": "High"
    }
  }'

Responses

update a conversation with an association to a custom object instance

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"
company_idstring

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"
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 type of the conversation part that started this conversation. 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.

Example: {"paid_subscriber":true,"monthly_spend":155.5,"team_mates":9,"start_date_iso8601":"2023-03-04T09:46:14Z","end_date_timestamp":1677923174}
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.

companyobject(Company)

Companies allow you to represent organizations using your product. Each company will have its own description and be associated with contacts. You can fetch, create, update and list companies.

Response
application/json
{
  "type": "conversation",
  "id": "507",
  "created_at": 1734537521,
  "updated_at": 1734537523,
  "waiting_since": null,
  "snoozed_until": null,
  "source": {
    "type": "conversation",
    "id": "403918338",
    "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
  }
}

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

Data Attributes

Everything about your Data Attributes

SchemasOperations

Data Events

Everything about your Data Events

SchemasOperations

Data Export

Everything about your Data Exports

SchemasOperations

Emails

Everything about your Emails

SchemasOperations

Help Center

Everything about your Help Center

SchemasOperations

Internal Articles

Everything about your Internal Articles

SchemasOperations

Jobs

Everything about jobs

SchemasOperations

Macros

Operations related to saved replies (macros) in conversations

SchemasOperations

Messages

Everything about your messages

SchemasOperations

News

Everything about your News

SchemasOperations

Notes

Everything about your Notes

SchemasOperations

Reporting Data Export

Everything about Reporting Data Export. See this article for details on using the data to generate various metrics.

Operations

Segments

Everything about your Segments

SchemasOperations

Subscription Types

Everything about subscription types

SchemasOperations

Switch

Everything about Switch

Operations

Tags

Everything about tags

SchemasOperations

Teams

Everything about your Teams

SchemasOperations

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

SchemasOperations

Visitors

Everything about your Visitors

Operations

Workflows

Export workflow configurations from your workspace.

Operations

Models

Schemas

Custom Channel Events

Operations

WhatsApp

Operations