Conversation Object
Field Guide
The following fields are returned when a Conversation webhook is received.
Name | Type | Example | Notes |
---|---|---|---|
id | Int | 291938 | Unique identifier |
type | String |
The type of conversation.
|
|
folderId | Int | 1234 | ID of the Mailbox Folder to which this conversation resides. |
isDraft | Boolean | false | |
number | Int | 349 | The conversation number displayed in the UI. This number can be used in combination with the id to construct a URL to the conversation on the Help Scout website. Example: https://secure.helpscout.net/conversation/<id>/<number>/ |
owner | Person | The Help Scout user who is currently assigned to this conversation. | |
mailbox | MailboxRef | MailboxRef to which this conversation belongs. | |
customer | Person | The customer who this conversation is associated with. | |
threadCount | Int | 4 | This count represents the number of published threads found on the conversation (it does not include line items, drafts or threads held for review by Collision Detection). |
status | String | active | Status of the conversation. Possible values include:
|
subject | String | I need help! | |
preview | String | Hello, I tried to download the file off your site... | A preview of the most recent thread on the conversation. |
createdBy | Person | The Person who created this conversation. The 'type' property will specify whether it was created by a 'user' or a 'customer'. | |
createdAt | Datetime | 2012-07-23T12:34:12Z | UTC time when this conversation was created. |
modifiedAt or userModifiedAt | Datetime | 2012-07-24T20:18:33Z | UTC time when a user last modified this conversation. |
closedAt | Datetime | UTC time when this conversation was closed. Null if not closed | |
closedBy | Person | The Help Scout user who closed this conversation. | |
source | Source | Specifies the method in which this conversation was created. | |
cc | Collection | Collection of strings representing email addresses | |
bcc | Collection | Collection of strings representing email addresses | |
tags | Collection | Collection of strings |
Additional Fields
In addition to the fields above, the following fields are returned when retrieving a single Conversation.
Name | Type | Example | Notes |
---|---|---|---|
threads | Collection | Collection of Thread objects | |
customFields | Collection | Collection of Field objects; only included for Plus Plan accounts |
Example
{
"id": 291938,
"type": "email",
"folderId": "1234",
"isDraft": "false",
"number": 349,
"owner": {
"id": 1234,
"firstName": "Jack",
"lastName": "Sprout",
"email": "jack.sprout@gmail.com",
"phone": null,
"type": "user"
},
"mailbox": {
"id": 1234,
"name": "My Mailbox"
},
"customer": {
"id": 29418,
"firstName": "Vernon",
"lastName": "Bear",
"email": "vbear@mywork.com",
"phone": "800-555-1212",
"type": "customer"
},
"threadCount": 4,
"status": "active",
"subject": "I need help!",
"preview": "Hello, I tried to download the file off your site...",
"createdBy": {
"id": 29418,
"firstName": "Vernon",
"lastName": "Bear",
"email": "vbear@mywork.com",
"phone": null,
"type": "customer"
},
"createdAt": "2012-07-23T12:34:12Z",
"modifiedAt": "2012-07-24T20:18:33Z",
"closedAt": null,
"closedBy": null,
"source": {
"type": "email",
"via": "customer"
},
"cc": [
"cc1@somewhere.com",
"cc2@somewhere.com"
],
"bcc": [
"bcc1@somewhere.com",
"bcc2@somewhere.com"
],
"tags": [
"tag1",
"tag2"
],
"customFields": [
{
"fieldId": 1,
"name": "Team",
"value": "Development"
},
{
"fieldId": 2,
"name": "Customer Disposition",
"value": "Happy"
}
],
"threads": [
{
"id": 88171881,
"assignedTo": {
"id": 1234,
"firstName": "Jack",
"lastName": "Sprout",
"email": "jack.sprout@gmail.com",
"phone": null,
"type": "user"
},
"status": "active",
"createdAt": "2012-07-23T12:34:12Z",
"createdBy": {
"id": 1234,
"firstName": "Jack",
"lastName": "Sprout",
"email": "jack.sprout@gmail.com",
"phone": null,
"type": "user"
},
"source": {
"type": "web",
"via": "user"
},
"type": "message",
"state": "published",
"customer": {
"id": 29418,
"firstName": "Vernon",
"lastName": "Bear",
"email": "vbear@mywork.com",
"phone": "800-555-1212",
"type": "customer"
},
"fromMailbox": null,
"body": "This is what I have to say. Thank you.",
"to": [
"customer@somewhere.com"
],
"cc": [
"cc1@somewhere.com",
"cc2@somewhere.com"
],
"bcc": [
"bcc1@somewhere.com",
"bcc2@somewhere.com"
],
"attachments": [
{
"id": 12391,
"mimeType": "image/jpeg",
"filename": "logo.jpg",
"size": 22,
"width": 160,
"height": 160,
"url": "https://secure.helpscout.net/some-url/logo.jpg"
}
],
"tags": [
"tag1",
"tag2",
"tag3"
]
}
]
}