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Search Conversations

Search conversations

POST/conversations/search

Use it in a workflow

  1. Add a step and choose the Intercom connector.
  2. Pick the Search Conversations action (under Conversations).
  3. Fill in the fields below, then reference the result from later steps as {{searchConversations.response.data}}.

Request

Query parameters

include_monitorsboolean

If set to true, the response will include a `monitor_evaluations` array on each conversation with any QA monitor results that flagged it.

Default false

include_scorecardsboolean

If set to true, the response will include a `scorecards` array on each conversation with any QA scorecard results.

Default false

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"

Request body

Enter the body as JSON in the step's Body field.

queryoneOfrequired
paginationobject
per_pageinteger

The number of results to fetch per page.

starting_afterstring

The cursor to use in the next request to get the next page of results.

json
{
  "query": null,
  "pagination": {
    "per_page": 2,
    "starting_after": "your-cursor-from-response"
  }
}

Response

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

typestring

Always conversation.list

One ofconversation.list

conversationsarray<object>

The list of conversation objects

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.

companyobject20 fields

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.

tagsobject2 fields

A list of tags objects associated with a conversation

conversation_ratingobject6 fields

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

sourceobject12 fields

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

contactsobject2 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.

teammatesobject2 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_replyobject3 fields

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

sla_appliedobject3 fields

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.

statisticsobject23 fields

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

linked_objectsobject4 fields

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

ai_agent_participatedboolean

Indicates whether the AI Agent participated in the conversation.

ai_agentobject9 fields

Data related to AI Agent involvement in the conversation.

sales_agent_participatedboolean

Indicates whether the Sales Agent participated in the conversation.

sales_agentobject3 fields

Data related to Sales Agent involvement in the conversation.

channelobject

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

external_referencesarray<object>2 fields

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.

monitor_evaluationsarray<object>6 fields

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

scorecardsarray<object>10 fields

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

total_countinteger

A count of the total number of objects.

pagesobject

Cursor-based pagination is a technique used in the Intercom API to navigate through large amounts of data. A "cursor" or pointer is used to keep track of the current position in the result set, allowing the API to return the data in small chunks or "pages" as needed.

typestring

the type of object `pages`.

One ofpages

pageinteger

The current page

nextobject2 fields
per_pageinteger

Number of results per page

total_pagesinteger

Total number of pages

json
{
  "type": "conversation.list",
  "conversations": [
    {
      "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
    }
  ],
  "total_count": 12345,
  "pages": {
    "type": "pages",
    "page": 1,
    "next": {
      "per_page": 2,
      "starting_after": "your-cursor-from-response"
    },
    "per_page": 2,
    "total_pages": 13
  }
}

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