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v51

latestOpenAPI 3.0.1MITraw.githubusercontent.com2026-08-01150230854.3 KB
Conversations

Reply to a conversation

You can reply to a conversation with a message from an admin or on behalf of a contact, or with a note for admins.

{% admonition type="warning" name="Bot replies to inbound email" %} By default, bot or Operator replies to an inbound email conversation aren't sent to your customer. The reply is stored as an unnotifiable bot comment, and no seen receipt is generated until an email is actually delivered.

To send these replies as outbound emails, reach out to your accounts team to enable the email-reply feature flag for your workspace. {% /admonition %}

post/conversations/{conversation_id}/reply

Path parameters

conversation_idstring required

The Intercom provisioned identifier for the conversation or the string "last" to reply to the last part of the conversation

Headers

Intercom-Version'1.0' | '1.1' | '1.2' | '1.3' | '1.4' | '2.0' | '2.1' | '2.2' | '2.3' | '2.4' | '2.5' | '2.6' | '2.7' | '2.8' | '2.9' | '2.10' | '2.11' | '2.12' | '2.13' | '2.14'

Intercom API version.</br>By default, it's equal to the version set in the app package.

Example:2.14

Request body

OR

Example request

{
  "created_at": 1590000000
}

Response

User last conversation reply

typestring

Always conversation.

idstring

The id representing the conversation.

titlestring nullable

The title given to the conversation.

created_atinteger

The time the conversation was created.

updated_atinteger

The last time the conversation was updated.

waiting_sinceinteger nullable

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.

snoozed_untilinteger nullable

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.

openboolean

Indicates whether a conversation is open (true) or closed (false).

state'open' | 'closed' | 'snoozed'

Can be set to "open", "closed" or "snoozed".

readboolean

Indicates whether a conversation has been read.

priority'priority' | 'not_priority'

If marked as priority, it will return priority or else not_priority.

admin_assignee_idinteger nullable

The id of the admin assigned to the conversation. If it's not assigned to an admin it will return null.

team_assignee_idinteger nullable

The id of the team assigned to the conversation. If it's not assigned to a team it will return null.

custom_attributesCustomAttributes

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. System-defined attributes such as "CX Score rating" and "CX Score explanation" may also be included.

ai_agent_participatedboolean

Indicates whether the AI Agent participated in the conversation.

Example response

{
  "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",
  "team_assignee_id": 5017691,
  "tags": {
    "type": "tag.list",
    "tags": [
      {
        "type": "tag",
        "id": "123456",
        "name": "Test tag",
        "applied_at": 1663597223,
        "applied_by": {
          "type": "contact",
          "id": "1a2b3c"
        }
      }
    ]
  },
  "conversation_rating": {
    "rating": 5,
    "created_at": 1671028894,
    "updated_at": 1671028894,
    "contact": {
      "type": "contact",
      "id": "5ba682d23d7cf92bef87bfd4",
      "external_id": "70"
    },
    "teammate": {
      "type": "contact",
      "id": "1a2b3c"
    }
  },
  "source": {
    "type": "conversation",
    "id": "3",
    "delivered_as": "operator_initiated",
    "body": "<p>Hey there!</p>",
    "author": {
      "type": "admin",
      "id": "274",
      "name": "Operator",
      "email": "operator+abcd1234@intercom.io",
      "from_ai_agent": true
    },
    "attachments": [
      {
        "type": "upload",
        "name": "example.png",
        "url": "https://picsum.photos/200/300",
        "content_type": "image/png",
        "filesize": 100,
        "width": 100,
        "height": 100
      }
    ]
  },
  "contacts": {
    "type": "contact.list",
    "contacts": [
      {
        "type": "contact",
        "id": "5ba682d23d7cf92bef87bfd4",
        "external_id": "70"
      }
    ]
  },
  "teammates": {
    "type": "admin.list",
    "teammates": [
      {
        "type": "contact",
        "id": "1a2b3c"
      }
    ]
  },
  "custom_attributes": {
    "paid_subscriber": true,
    "monthly_spend": 155.5,
    "team_mates": 9,
    "start_date_iso8601": "2023-03-04T09:46:14Z",
    "end_date_timestamp": 1677923174,
    "CX Score rating": 4,
    "CX Score explanation": "The conversation was resolved quickly and the customer expressed satisfaction with the outcome."
  },
  "first_contact_reply": {
    "created_at": 1663597223,
    "type": "conversation",
    "url": "https://developers.intercom.com/"
  },
  "sla_applied": {
    "type": "conversation_sla_summary",
    "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": [
      {
        "team_id": 100,
        "team_name": "Team One",
        "response_time": 2310
      }
    ],
    "assigned_team_first_response_time_in_office_hours": [
      {
        "team_id": 100,
        "team_name": "Team One",
        "response_time": 2310
      }
    ],
    "handling_time": 2310,
    "adjusted_handling_time": 1800
  },
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [
      {
        "type": "conversation_part",
        "id": "3",
        "part_type": "comment",
        "body": "<p>Okay!</p>",
        "created_at": 1663597223,
        "updated_at": 1663597260,
        "notified_at": 1663597260,
        "assigned_to": {
          "type": "contact",
          "id": "1a2b3c"
        },
        "author": {
          "type": "admin",
          "id": "274",
          "name": "Operator",
          "email": "operator+abcd1234@intercom.io",
          "from_ai_agent": true
        },
        "attachments": [
          {
            "type": "upload",
            "name": "example.png",
            "url": "https://picsum.photos/200/300",
            "content_type": "image/png",
            "filesize": 100,
            "width": 100,
            "height": 100
          }
        ],
        "external_id": "abcd1234",
        "email_message_metadata": {
          "subject": "Question about my order",
          "email_address_headers": [
            {
              "type": "from",
              "email_address": "jdoe@example.com",
              "name": "Joe Example"
            }
          ]
        },
        "metadata": {
          "quick_reply_uuid": "123e4567-e89b-12d3-a456-426614174000"
        },
        "state": "open",
        "tags": [
          {
            "type": "tag",
            "id": "123456",
            "name": "Test tag"
          }
        ],
        "event_details": {
          "workflow": {
            "name": "Workflow 1"
          },
          "attribute": {
            "name": "flight_category"
          },
          "value": {
            "name": "vip_status"
          }
        },
        "app_package_code": "test-integration"
      }
    ],
    "total_count": 1
  },
  "linked_objects": {
    "type": "list",
    "total_count": 100,
    "data": [
      {
        "type": "ticket",
        "id": "7583",
        "category": "Customer"
      }
    ]
  },
  "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!",
    "created_at": 1663597260,
    "updated_at": 1663597260,
    "content_sources": {
      "type": "content_source.list",
      "total_count": 1,
      "content_sources": [
        {
          "content_type": "content_snippet",
          "url": "/fin-ai-agent/content?content=content_snippet&id=3234924",
          "title": "My internal content snippet",
          "locale": "en"
        }
      ]
    }
  }
}