Redact Conversation

Redact a conversation part

POST/conversations/redact

Use it in a workflow

Add a step and choose the Intercom connector.
Pick the Redact Conversation action (under Conversations).
Fill in the fields below, then reference the result from later steps as {{redactConversation.response.data}}.

Request

Headers

Intercom-Versionstring

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

One of1.01.11.21.31.42.02.12.22.32.42.52.62.72.82.92.102.112.122.132.142.152.16Default "2.16"

Response

Returns 200 with an object. Read it in later steps with {{redactConversation.response.data.<field>}}.

typestring

Always conversation.

idstring

The id representing the conversation.

titlestring

The title given to the conversation.

created_atinteger (date-time)

The time the conversation was created.

updated_atinteger (date-time)

The last time the conversation was updated.

waiting_sinceinteger (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.

snoozed_untilinteger (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.

openboolean

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

statestring

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

One ofopenclosedsnoozed

readboolean

Indicates whether a conversation has been read.

prioritystring

The priority level of the conversation. Returns one of none, low, medium, high, or urgent.

One ofnonelowmediumhighurgent

admin_assignee_idinteger

The id of the admin assigned to the conversation. If it's not assigned to an admin it will return 0.

team_assignee_idinteger

The id of the team assigned to the conversation. If it's not assigned to a team it will return 0.

companyobject

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.

typestring

Value is `company`

One ofcompany

idstring

The Intercom defined id representing the company.

namestring

The name of the company.

app_idstring

The Intercom defined code of the workspace the company is associated to.

planobject3 fields

company_idstring

The company id you have defined for the company.

remote_created_atinteger

The time the company was created by you.

created_atinteger

The time the company was added in Intercom.

updated_atinteger

The last time the company was updated.

last_request_atinteger

The time the company last recorded making a request.

sizeinteger

The number of employees in the company.

websitestring

The URL for the company website.

industrystring

The industry that the company operates in.

monthly_spendinteger

How much revenue the company generates for your business.

session_countinteger

How many sessions the company has recorded.

user_countinteger

The number of users in the company.

custom_attributesobject

The custom attributes you have set on the company.

tagsobject2 fields

The list of tags associated with the company

segmentsobject2 fields

The list of segments associated with the company

notesobject2 fields

The list of notes associated with the company

tagsobject

A list of tags objects associated with a conversation

typestring

The type of the object

One oftag.list

tagsarray<object>5 fields

A list of tags objects associated with the conversation.

conversation_ratingobject

The Conversation Rating object which contains information on the rating and/or remark added by a Contact and the Admin assigned to the conversation.

ratinginteger

The rating, between 1 and 5, for the conversation.

remarkstring

An optional field to add a remark to correspond to the number rating

created_atinteger (date-time)

The time the rating was requested in the conversation being rated.

updated_atinteger (date-time)

The time the rating was last updated.

contactobject3 fields

reference to contact object

teammateobject2 fields

reference to another object

sourceobject

The type of the conversation part that started this conversation. Can be Contact, Admin, Campaign, Automated or Operator initiated.

typestring

The origin of this conversation.

idstring

The id of the source message.

delivered_asstring

How the conversation was initiated.

recipientsarray<object>3 fields

The recipients of the source message. Only present for email conversations.

reply_toarray<object>2 fields

The Reply-To header addresses of the source message, where a reply will be routed. Can differ from the sender's From address. Only present for email conversations.

subjectstring

Optional. The message subject. For Twitter, this will show a generic message regarding why the subject is obscured. In webhook payloads for API version 2.15+, this field returns plain text.

bodystring

The message body, which may contain HTML. For Twitter, this will show a generic message regarding why the body is obscured. In webhook payloads for API version 2.15+, this field returns plain text.

authorobject4 fields

The author who started the conversation. Can be a Contact, Admin, or Bot.

attachmentsarray<object>7 fields

A list of attachments for the part.

urlstring

The URL where the conversation was started. For Twitter, Email, and Bots, this will be blank.

redactedboolean

Whether or not the source message has been redacted. Only applicable for contact initiated messages.

email_message_metadataobject4 fields

Contains metadata if the message was sent as an email

contactsobject

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.

typestring

One ofcontact.list

contactsarray<object>3 fields

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

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

typestring

The type of the object - `admin.list`.

teammatesarray<object>2 fields

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

custom_attributesobject

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.

first_contact_replyobject

An object containing information on the first users message. For a contact initiated message this will represent the users original message.

created_atinteger (date-time)

typestring

urlstring

sla_appliedobject

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.

typestring

object type

sla_namestring

The name of the SLA as given by the teammate when it was created.

sla_statusstring

SLA statuses: - `hit`: If there’s at least one hit event in the underlying sla_events table, and no “missed” or “canceled” events for the conversation. - `missed`: If there are any missed sla_events for the conversation and no canceled events. If there’s even a single missed sla event, the status will always be missed. A missed status is not applied when the SLA expires, only the next time a teammate replies. - `active`: An SLA has been applied to a conversation, but has not yet been fulfilled. SLA status is active only if there are no “hit, “missed”, or “canceled” events.

One ofhitmissedcancelledactive

statisticsobject

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

typestring

time_to_assignmentinteger

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

time_to_admin_replyinteger

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

time_to_first_closeinteger

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

time_to_last_closeinteger

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

median_time_to_replyinteger

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

first_contact_reply_atinteger (date-time)

Time of first text conversation part from a contact.

first_assignment_atinteger (date-time)

Time of first assignment after first_contact_reply_at.

first_admin_reply_atinteger (date-time)

Time of first admin reply after first_contact_reply_at.

first_close_atinteger (date-time)

Time of first close after first_contact_reply_at.

last_assignment_atinteger (date-time)

Time of last assignment after first_contact_reply_at.

last_assignment_admin_reply_atinteger (date-time)

Time of first admin reply since most recent assignment.

last_contact_reply_atinteger (date-time)

Time of the last conversation part from a contact.

last_admin_reply_atinteger (date-time)

Time of the last conversation part from an admin.

last_close_atinteger (date-time)

Time of the last conversation close.

last_closed_by_idstring

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

count_reopensinteger

Number of reopens after first_contact_reply_at.

count_assignmentsinteger

Number of assignments after first_contact_reply_at.

count_conversation_partsinteger

Total number of conversation parts.

assigned_team_first_response_timearray<object>3 fields

An array of conversation response time objects

assigned_team_first_response_time_in_office_hoursarray<object>3 fields

An array of conversation response time objects within office hours

handling_timeinteger

Time from conversation assignment to conversation close in seconds.

adjusted_handling_timeinteger

Adjusted handling time for conversation in seconds. This is the active handling time excluding idle periods when teammates are not actively working on the conversation.

conversation_partsobject

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.

typestring

One ofconversation_part.list

conversation_partsarray<object>18 fields

total_countinteger

linked_objectsobject

An object containing metadata about linked conversations and linked tickets. Up to 1000 can be returned.

typestring

Always list.

One oflist

total_countinteger

The total number of linked objects.

has_moreboolean

Whether or not there are more linked objects than returned.

dataarray<object>3 fields

An array containing the linked conversations and linked tickets.

ai_agent_participatedboolean

Indicates whether the AI Agent participated in the conversation.

ai_agentobject

Data related to AI Agent involvement in the conversation.

source_typestring

The type of the source that triggered AI Agent involvement in the conversation.

One ofessentials_plan_setupprofileworkflowworkflow_previewfin_preview

source_titlestring

The title of the source that triggered AI Agent involvement in the conversation. If this is `essentials_plan_setup` then it will return `null`.

last_answer_typestring

The type of the last answer delivered by AI Agent. If no answer was delivered then this will return `null`

One ofnullai_answercustom_answer

resolution_statestring

The resolution state of AI Agent. If no AI or custom answer has been delivered then this will return `null`.

One ofassumed_resolutionconfirmed_resolutionescalatednegative_feedbackprocedure_handoffnull

ratinginteger

The customer satisfaction rating given to AI Agent, from 1-5.

rating_remarkstring

The customer satisfaction rating remark given to AI Agent.

created_atinteger (date-time)

The time when the AI agent rating was created.

updated_atinteger (date-time)

The time when the AI agent rating was last updated.

content_sourcesobject3 fields

sales_agent_participatedboolean

Indicates whether the Sales Agent participated in the conversation.

sales_agentobject

Data related to Sales Agent involvement in the conversation.

outcomestring

The fixed outcome of the sales agent interaction, used for billing and tracking.

One ofqualifieddisqualifiedproduct_discoveryescalated_to_supportspam

routing_outcomestring

The identifier of the user-defined routing outcome selected by the sales agent.

collected_dataobject

A flat key-value map of memory fields collected by the sales agent during the conversation.

channelobject

The channel through which the conversation was initiated and its current channel.

external_referencesarray<object>

References linking this conversation to records in an external helpdesk or CRM system. Populated for Fin Standalone workspaces synced from an external platform; an empty array otherwise. Sorted alphabetically by `type` and capped at 20 entries.

typestring

The type of external system the reference points to. Possible values include `zendesk_ticket`, `zendesk_sunshine_conversation`, `salesforce_case`, `salesforce_in_app_message_conversation`, `freshdesk_ticket`, `freshchat_conversation`, `hubspot_conversation`, `custom_helpdesk_conversation`, `api_conversation`.

idstring

The identifier of the record in the external system. Always serialized as a string, since some external IDs exceed 32-bit integer range.

monitor_evaluationsarray<object>

QA monitor evaluations that flagged this conversation. Only included when `include_monitors=true` is passed as a query parameter.

monitor_idstring

The unique identifier of the monitor that produced this evaluation.

monitor_namestring

The name of the monitor at the time of evaluation. Null if the monitor has since been deleted.

monitor_typestring

The type of the monitor. Null if the monitor has since been deleted.

resultstring

The evaluation outcome reported by the monitor.

explanationstring

The reasoning provided by the monitor for its result. May be null if no reasoning was generated.

evaluated_atinteger (date-time)

The time the monitor evaluated this conversation. Null in the rare case the underlying record's timestamp is not yet set.

scorecardsarray<object>

QA scorecard results for this conversation. Only included when `include_scorecards=true` is passed as a query parameter.

scorecard_idstring

The unique identifier of the scorecard definition.

scorecard_version_idstring

The unique identifier of the specific scorecard version that produced this result.

namestring

The name of the scorecard.

scorecard_typestring

The type of scorecard.

passedboolean

Whether the conversation passed the scorecard. Null when the scorecard has not been scored.

scorenumber

The numeric score for the scorecard. Null when the scorecard has not been scored.

ai_scorenumber

The numeric score produced by AI evaluation, if applicable. Null when not AI-scored.

evaluated_atinteger (date-time)

The time the scorecard was last evaluated. Null in the rare case the underlying record's timestamp is not yet set.

reviewed_teammateobject2 fields

The teammate (or AI agent) whose handling of the conversation was reviewed by this scorecard.

evaluatorsarray<object>2 fields

Per-evaluator results within this scorecard.

json

{
  "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": "high",
  "admin_assignee_id": 0
}

Need more? See the Intercom guide for connection setup and behaviour shared by every action.

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