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Conversation Part Model

Example Conversation Part Object

{
    "type": "conversation_part",
    "id": "4412",
    "part_type": "comment",
    "body": "<p>Hi Jane, it's all great thanks!</p>",
    "created_at": 1400857494,
    "updated_at": 1400857494,
    "notified_at": 1400857587,
    "assigned_to": null,
    "author": {
      "type": "user",
      "id": "536e564f316c83104c000020"
    },
    "attachments": []
}
{
    "type":"conversation_part",
    "id":"1223445555",
    "part_type":"comment",
    "body":"We've removed this part of the conversation to comply with Twitter's terms and conditions. You can view the complete conversation in Intercom.",
    "created_at":1567693273,
    "updated_at":1567693273,
    "notified_at":1567693273,
    "assigned_to":null,
    "author":{
      "type":"user",
      "id":"5310d8e7598c9a0b24000002",
      "name":"",
      "email":""
    },
    "attachments": []
}

A conversation part describes an element of the conversation.

A conversation part has a html encoded body, an author, and may have an attachments list. Conversation parts have created, updated and notified timestamps. Each conversation part also has a part type - these types are described below.

Conversation Part Object

Attribute

Type

Description

type

string

Always conversation_part.

id

string

The id representing the conversation part.

part_type

string

The type of conversation part.

body

string

The message body, which may contain HTML.
For Twitter, this will show a generic message regarding why the body is obscured.

created_at

timestamp

The time the conversation part was created.

updated_at

timestamp

The last time the conversation part was updated.

notified_at

timestamp

The time the user was notified with the conversation part.

assigned_to

string

The id of the admin that was assigned the conversation by this conversation_part (null if there has been no change in assignment.)

author

User or Admin

The type of individual that sent the message (user, admin or bot) and their related id.
For Twitter, this will be blank.

attachments

List

A list of attachments for the part.

Conversation Part Types

Type

Description

comment

Standard reply from customer or admin to a conversation

note

A note created by an admin on the conversation. A note will only be viewable as an admin

note_and_reopen

Add a note and reopen the conversations in the one action

assignment

An assignment of the conversation to an admin, or Nobody

open

Identifies a conversation has been opened

close

Identifies a conversation has been closed

away_mode_assignment

Conversation has been assigned due to the admin being in away mode

participant_added

A participant has been added to a group conversation

participant_removed

A participant has been removed from a group conversation

conversation_rating_changed

A conversation rating has been changed, not this can only occur before the rating has been submitted. Once it has been submitted it cannot be changed

conversation_rating_remark_added

A conversation remark has been added to the converation

snoozed

A conversation has been snoozed

unsnoozed

A conversation has been unsnoozed

assign_and_unsnooze

Assign a conversation and unsnooze it in one action.

timer_unsnooze

Unsnooze a conversation after a set time