Has anyone ever seen an issue with the conversations API returning the wrong type for a conversation part? I’m working with a customer and we’re seeing an issue where sometimes the API returns conversation parts with a type = “assignment” but it should be a “comment” or a “note”. I have an example I can share if that is helpful.
Answered
Conversation API returning wrong type of conversation part
Best answer by Elijahstownton
Looks like the Intercom API is returning "assignment" as the conversation part type when it shouldn’t. Could be how the API handles certain events. Try logging the full payload to spot any patterns. Also, check Intercom’s docs on conversation parts—sometimes the types aren’t super intuitive.
+2- Intercom Team
- 32 replies
Hey Matthew!
Shaq from the Support Engineering team! 😀
I’d like to take a closer look at this. Would you like to share that information here or would you want to create a ticket with us here in Support to review it closer? Let me know!
Sure I can share it here. I’m working with our customer and one of their conversations you can see this message was sent:
But in the API the conversation part says it is type = assignment
+1Looks like the Intercom API is returning "assignment" as the conversation part type when it shouldn’t. Could be how the API handles certain events. Try logging the full payload to spot any patterns. Also, check Intercom’s docs on conversation parts—sometimes the types aren’t super intuitive.
+1I’ve noticed this happens in conversations where no teammate has been assigned before a comment is made, whether manually or automatically.
When a teammate replies to a conversation that isn’t assigned to anyone, the system automatically assigns the conversation to that teammate. In the API response, these cases are marked as "assignment" type.
Reply
Most helpful members this week
Join the Intercom Community 🎉
Already have an account? Login
Login to the community
No account yet? Create an account
Intercom Customers and Employees
Log in with SSOor
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.