Example Request & Response (Assigning to Admin)
$ curl https://api.intercom.io/conversations/{id}/parts \
-X POST \
-H 'Authorization:Bearer <Your access token>' \
-H 'Accept:application/json' \
-H 'Content-Type:application/json' -d
{
"type": "admin",
"admin_id": "814860",
"assignee_id": "814860",
"message_type": "assignment",
"body": "Reassigning for X reason.",
}
{
"type": "conversation",
"id": "1911149811",
"created_at": 1539897198,
"updated_at": 1540393270,
"source": {
"attachments": [],
"author": {
"id": "5bc8f7421ae2d96695c18a",
"type": "lead"
},
"body": "<p>Hi</p>",
"delivered_as": "customer_initiated",
"id": "269650473",
"subject": "",
"type": "conversation",
"url": "https://intercom-survey-app.glitch.me/"
},
"contacts": [
{
"id": "5bc8f7ae2d96695c18a",
"type": "lead"
}
],
"teammates": [
{
"id": "814860",
"type": "admin",
"name": "Mark Strong",
"email": "[email protected]"
}
],
"admin_assignee_id": "814860",
"team_assignee_id": null,
"custom_attributes": {
"issue_type": "Billing",
"priority": "High"
},
"topics": {
"type": "topic.list",
"topics": [
{
"type": "topic"
"name": "Example Topic 1",
"id": 839
}
],
"total_count": 1
},
"open": true,
"state": "open",
"read": true,
"waiting_since": 64654125776
"snoozed_until": null,
"tags": {
"tags": [],
"type": "tag.list",
},
"first_contact_reply": {
"created_at": 1539897198
"type": "conversation",
"url": "https://intercom-survey-app.glitch.me/"
},
"priority": "not_priority",
"sla_applied": {
"sla_name": "VIP customer <5m",
"sla_status": "missed",
},
"conversation_rating": {
"created_at": null,
"contact": {
"id": null,
"type": null
},
"rating": null,
"remark": null,
"teammate": {
"id": null,
"type": null,
"name": null,
"email": null
}
},
"statistics": {
"time_to_assignment": 2310,
"time_to_admin_reply": 2408,
"time_to_first_close": 4915 ,
"time_to_last_close": 5125,
"median_time_to_reply": 321,
"first_contacat_reply_at": 1539897200,
"first_assignment_at": 1539897200,
"first_admin_reply_at": 1539897200,
"first_close_at": 1539897200,
"last_assignment_at": 1539897200,
"last_assignment_admin_reply_at": 1539897200,
"last_contact_reply_at": 1539897200,
"last_admin_reply_at": 1539897200,
"last_close_at": 1539897200,
"last_closed_by": {
"type": "admin",
"id": "325432652",
"name": "Tom Smith",
"email": "[email protected]"
},
"count_reopens": 3,
"count_assignments": 2,
"count_conversation_parts": 67
},
}
Example Request & Response (Auto Assignment)
$ curl 'https://api.intercom.io/conversations/{id}/run_assignment_rules'
-X POST
-H 'Authorization: Bearer <Your access token>'
-H 'Accept: application/json'
-H 'Content-Type: application/json'
{
"type": "conversation",
"id": "1911149811",
"created_at": 1539897198,
"updated_at": 1540393270,
"source": {
"attachments": [],
"author": {
"id": "5bc8f7421ae2d96695c18a",
"type": "lead"
},
"body": "<p>Hi</p>",
"delivered_as": "customer_initiated",
"id": "269650473",
"subject": "",
"type": "conversation",
"url": "https://intercom-survey-app.glitch.me/"
},
"contacts": [
{
"id": "5bc8f7ae2d96695c18a",
"type": "lead"
}
],
"teammates": [
{
"id": "814860",
"type": "admin",
"name": "Mark Strong",
"email": "[email protected]"
}
],
"assignee": {
{
"id": "814860",
"type": "admin",
"name": "Mark Strong",
"email": "[email protected]"
}
},
"custom_attributes": {
"issue_type": "Billing",
"priority": "High"
},
"open": true,
"state": "open",
"read": true,
"waiting_since": 64654125776
"snoozed_until": null,
"tags": {
"tags": [],
"type": "tag.list",
},
"first_contact_reply": {
"created_at": 1539897198
"type": "conversation",
"url": "https://intercom-survey-app.glitch.me/"
},
"priority": "not_priority",
"sla_applied": {
"sla_name": "VIP customer <5m",
"sla_status": "missed",
},
"conversation_rating": {
"created_at": null,
"contact": {
"id": null,
"type": null
},
"rating": null,
"remark": null,
"teammate": {
"id": null,
"type": null,
"name": null,
"email": null
}
},
"statistics": {
"time_to_assignment": 2310,
"time_to_admin_reply": 2408,
"time_to_first_close": 4915 ,
"time_to_last_close": 5125,
"median_time_to_reply": 321,
"first_contacat_reply_at": 1539897200,
"first_assignment_at": 1539897200,
"first_admin_reply_at": 1539897200,
"first_close_at": 1539897200,
"last_assignment_at": 1539897200,
"last_assignment_admin_reply_at": 1539897200,
"last_contact_reply_at": 1539897200,
"last_admin_reply_at": 1539897200,
"last_close_at": 1539897200,
"last_closed_by": {
"type": "admin",
"id": "325432652",
"name": "Tom Smith",
"email": "[email protected]"
},
"count_reopens": 3,
"count_assignments": 2,
"count_conversation_parts": 67
},
}
You can assign a conversation to an admin and/or team. You can also let it be automatically assigned following assignment rules.
Request Path Parameters
Parameter | Required? | Description |
---|---|---|
id | Yes | The identifier for the conversation as given by Intercom. |
run_assignment_rules | No | Runs through all assignment rules created in the Intercom Inbox product for a given workspace. |
Request Body Parameters
No body parameters are required when auto assigning conversations using the
{id}/run_assignment_rules
path parameter.
Argument | Type | Required? | Description |
---|---|---|---|
message_type | String | Yes | Always assignment . |
type | String | Yes | Accepts admin or team . |
admin_id | String | Yes | The id of the admin who is performing the action. |
assignee_id | String | Yes | The id of the admin or team which will be assigned the conversation.A conversation can be assigned both an admin and a team. Set 0 if you want this assign to no admin or team (ie. Unassigned). |
body | String | No | Optionally you can leave a note in the conversation for additional context to other teammates. |
Response
This will return the Conversation that has been assigned.