Search conversations
Search Conversations is a powerful AI tool integrated with Intercom that enables users to quickly find specific customer interactions using advanced filter criteria. It streamlines support and communication management by allowing efficient retrieval of conversation data based on various parameters.
Features
- Filter conversations by unique conversation IDs for precise results.
- Search by source type including email, chat, social media, SMS, and calls.
- Filter conversations by author name or email to identify specific participants.
- Sort and filter conversations by their state: open, closed, or snoozed.
- Apply statistical filters on response time metrics for timely customer support assessment.
Benefits
- Enhances customer support efficiency by quickly locating relevant conversations.
- Improves data-driven decision making with detailed filtering options.
- Saves time by enabling targeted searches instead of manual browsing.
- Increases team productivity by highlighting delayed responses and unresolved issues.
- Provides comprehensive insights into communication patterns across multiple channels.
Description
Search for Intercom conversations using multiple filter criteria.
Supports filtering by:
- IDs: Search for specific conversation IDs
- Source: Filter by source type (email, chat, etc.), author name/email
- State: Filter by conversation state (open, closed, snoozed)
- Statistics: Filter by response times and assignment metrics
Returns a list of matching conversations with basic details. Use get_conversation for full details.
Parameters
9 parameters
| Name | Type | Description |
|---|---|---|
| ids | string[] | An array of conversation ids to filter by |
| source_type | string | Search conversations by source type. Accepted fields are conversation, email, facebook, instagram, phone_call, phone_switch, push, sms, twitter and whatsapp. |
| source_author_name | string | Search conversations by source author name |
| source_author_email | string | Search conversations by source author email |
| state | enum | Filter conversations by state |
| statistics_time_to_assignment | object | Filter by time to assignment in seconds. Supports operators <, >, =, !=, <=, and >=. |
| statistics_time_to_admin_reply | object | Filter by time to admin reply in seconds. Supports operators <, >, =, !=, <=, and >=. |
| statistics_time_to_first_close | object | Filter by time to first close in seconds. Supports operators <, >, =, !=, <=, and >=. |
| per_page | number | Pagination options for the search results |