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Is there an API to get the list of SLAs and their details?

  • 9 August 2022
  • 1 reply
  • 49 views
U

Hello,

 

We'd like to query via REST APIs all the Conversation SLAs for an account. We'd also like to know how much time is left/overdue with reference to an SLA for a single conversation.

 

As of now, we can see that the conversational model has sla status but not details - https://developers.intercom.com/intercom-api-reference/reference/conversation-model/p>

 

But, I don't seem to find a way to get the SLA details. Does Intercom provide a way to do that programatically?

 

Regards

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Best answer by Racheal 11 August 2022, 19:44

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Racheal
Userlevel 4
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Hey @user164​ Racheal from the support engineer team here 👋

 

At this moment it's not possible to retrieve a list of SLAs or the details of the SLA via the API, but I'd be happy to flag this as a feature request for the team! As you noted, there is an sla_applied field and SLA object associated with the Conversations API, so you would be able to see the SLA applied to each conversation and status. There is also a Statistics object where you would be able to pull data about a conversation, such as FRT, time to close, etc. Depending on your use case here, those should allow you to pull reporting data to get more info on the conversations. 👍

 

 

 

 

 

 

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