Conversation Model

Example Conversation Object

JSON

{
  "type": "conversation",
  "id": "147",
  "created_at": 1400850973,
  "updated_at": 1400857494,
  "waiting_since": 1400857494,
  "snoozed_until": null,
  "conversation_message": {
    "type": "conversation_message",
    "subject": "",
    "body": "<p>Hi Alice,</p>\n\n<p> We noticed you using our Product,  do you have any questions?</p> \n<p>- Jane</p>",
    "author": {
      "type": "admin",
      "id": "25"
    },
    "attachments": [
      {
        "name": "signature",
        "url": "http://example.org/signature.jpg"
      }
    ]
  },
  "user": {
    "type": "user",
    "id": "536e564f316c83104c000020"
  },
  "customers": [
    {
      "type": "user",
      "id": "58ff3f670f14ab4f1aa83750"
    }
  ],
  "assignee": {
    "type": "admin",
    "id": "25"
  },
  "open": true,
  "state": "open",
  "read": true,
  "conversation_parts": {
    "type": "conversation_part.list",
    "conversation_parts": [
      //... List of conversation parts
    ],
    "total_count":1
  },
  "conversation_rating": {
    "rating": null,
    "remark": null,
    "created_at": null,
    "customer": {
        "type": null,
        "id": null
    },
    "teammate": {
        "type": null,
        "id": null
    }
  }
  "tags": { "type": 'tag.list', "tags": [] } 
}

A conversation lets you track and describe communications with your users. Each conversation contains the message that initiated the conversation, the user involved, the admin assigned to the conversation and a list of parts describing the conversation thread. The open or closed status of the conversation is also provided.

Conversation Object

Attribute	Type	Description
type	string	value is 'conversation'
id	string	The id representing the conversation
created_at	timestamp	The time the conversation was created
updated_at	timestamp	The last time the conversation was updated. Updates to conversation part won't affect this value.
waiting_since	timestamp	The last time a customer responded to an admin. In other words, the time a customer started waiting for a response.
snoozed_until	timestamp	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
conversation_message	Message	The message that started the conversation rendered for presentation.
user	User	The user the conversation concerns
customers	List	The list of customers (users or leads) involved in this conversation. This will only contain one customer unless more were added via the group conversation feature
assignee	Admin	The admin the conversation is currently assigned to. Note nobody_admin indicates the conversation is assigned to Nobody.
conversation_parts	Object	A conversation part object with a list of conversation parts
open	Boolean	Indicates whether a conversation is open (true) or closed (false)
state	String	Can be set to "open", "closed" or "snoozed".
read	Boolean	Indicates whether a conversation has been read
tags	List	A list of tags associated with the conversation.
total_count	Integer	The number of conversation parts in this conversation.
conversation_rating	object	A conversation rating object which contains information on the rating and/or remark added by a customer and the admin assigned to the conversation

📘

waiting_since 2000 years in the future?

Waiting since lets you identify how long a customer has been waiting for a response. This time, however, is not always relevant. For example, when the last person to respond was an admin, or the conversation was closed after a user response (e.g. "thanks, bye"). In these cases we will set the date to 2000 years in the future.

Message Object

Attribute	Type	Description
type	string	value is 'conversation_message'
id	string	The id representing the message
subject	string	Optional. The message subject
body	string	The message body, which may contain HTML
author	Admin	The Admin that created the message
attachments	List	A list of attachments for the part
url	string	The URL the User started a conversation on