Hi Intercom team,
When a customer replies to an outbound email and includes a quoted or forwarded email thread, that content is currently only accessible via a private Ember endpoint and is not returned by GET /conversations/{conversation_id}.
For teams building automation or AI on top of the Intercom API, this is a significant blind spot. The quoted thread often contains the most relevant context - original invoices, prior correspondence, or forwarded messages from third parties.
What we are asking for: Expose the quoted/forwarded email body content as part of the conversation parts response in the public REST API, either inline or as a separate field on the relevant conversation part.
Use case: AI billing support agent that needs to read the full case context, including any email history the customer has included in their reply, in order to classify and respond accurately.
Connected community thread:
We would love to see this prioritised and are happy to provide further details or test any beta implementation.
Best regards,
Matej Bosnjak
reev