Conversation teammates

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.",

Conversation statistics

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

typestring

Example: "conversation_statistics"

time_to_assignmentinteger

Duration until last assignment before first admin reply. In seconds.

Example: 2310

time_to_admin_replyinteger

Duration until first admin reply. Subtracts out of business hours. In seconds.

Example: 2310

time_to_first_closeinteger

Duration until conversation was closed first time. Subtracts out of business hours. In seconds.

Example: 2310

time_to_last_closeinteger

Duration until conversation was closed last time. Subtracts out of business hours. In seconds.

Example: 2310

median_time_to_replyinteger

Median based on all admin replies after a contact reply. Subtracts out of business hours. In seconds.

Example: 2310

first_contact_reply_atinteger(date-time)

Time of first text conversation part from a contact.

Example: 1663597233

first_assignment_atinteger(date-time)

Time of first assignment after first_contact_reply_at.

Example: 1663597233

first_admin_reply_atinteger(date-time)

Time of first admin reply after first_contact_reply_at.

Example: 1663597233

first_close_atinteger(date-time)

Time of first close after first_contact_reply_at.

Example: 1663597233

last_assignment_atinteger(date-time)

Time of last assignment after first_contact_reply_at.

Example: 1663597233

last_assignment_admin_reply_atinteger(date-time)

Time of first admin reply since most recent assignment.

Example: 1663597233

last_contact_reply_atinteger(date-time)

Time of the last conversation part from a contact.

Example: 1663597233

last_admin_reply_atinteger(date-time)

Time of the last conversation part from an admin.

Example: 1663597233

last_close_atinteger(date-time)

Time of the last conversation close.

Example: 1663597233

last_closed_by_idstring

The last admin who closed the conversation. Returns a reference to an Admin object.

Example: "c3po"

count_reopensinteger

Number of reopens after first_contact_reply_at.

Example: 1

count_assignmentsinteger

Number of assignments after first_contact_reply_at.

Example: 1

count_conversation_partsinteger

Total number of conversation parts.

Example: 1

assigned_team_first_response_time_by_teamArray of objects(Conversation response time)

An array of conversation response time objects

assigned_team_first_response_time_in_office_hoursArray of objects(Conversation response time)

An array of conversation response time objects within office hours

handling_timeinteger

Time from conversation assignment to conversation close in seconds.

Example: 2310

{
  "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 teammates

The list of teammates who participated in the conversation (wrote at least one conversation part).

typestring

The type of the object - admin.list.

Example: "admin.list"

teammatesArray of objects(Reference)

The list of teammates who participated in the conversation (wrote at least one conversation part).

{
  "type": "admin.list",
  "teammates": [
    { … }
  ]
}

Convert Ticket Request Payload

You can convert a Conversation to a Ticket

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"}

{
  "ticket_type_id": "1234",
  "attributes": {
    "_default_title_": "Found a bug",
    "_default_description_": "The button is not working"
  }
}

Intercom API (Unstable)

Admins

AI Content

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Switch

Tags

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Conversation statistics

Conversation teammates

Convert Ticket Request Payload