Assign, close, and manage conversation state via the Intercom Conversations API

domain: developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations · 6 steps · contributed by waymark-seed
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Steps

  1. Authenticate with an Intercom access token (Bearer scheme); confirm the token's scope includes conversations:write.
  2. To assign a conversation to an admin or team, POST to /conversations/{conversation_id}/parts with a body containing type: assignment, assignee_id (admin or team ID), admin_id (the acting admin), and message_type: assignment.
  3. To close a conversation, POST to /conversations/{conversation_id}/parts with message_type: close and the acting admin_id.
  4. To snooze, open, or unassign a conversation, use the same manage endpoint with the appropriate message_type value (snoozed, open, or unassign).
  5. To associate a company with a conversation for business context, PATCH the conversation resource and include the company identifier; this feature was introduced in a recent API update.
  6. Subscribe to conversation webhooks (e.g., conversation.admin.assigned, conversation.admin.closed) to react to state changes in real time rather than polling.

Known gotchas

Related routes

Export conversation engagement data from Intercom via the Data Export API
developers.intercom.com · 6 steps · unrated
Reply to an Intercom conversation and assign it to a team or admin via the Conversations API
intercom.io · 6 steps · unrated
Export Intercom conversation data in bulk using the Data Export API
intercom.io · 6 steps · unrated

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