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cathalging merged 3 commits into from
Oct 15, 2026
Merged

Document the Preview SLA rules endpoints #731

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48c9352
Add SLA rules endpoints to the Preview spec
cathalging Oct 14, 2026
4240400
Clarify SLA rule target descriptions and note the OAuth scope
cathalging Oct 15, 2026
13494b0
Use the Preview version header on the SLA rules endpoints
cathalging Oct 15, 2026
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257 changes: 257 additions & 0 deletions descriptions/0/api.intercom.io.yaml
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Expand Up @@ -23431,6 +23431,158 @@ paths:
message: Access Token Invalid
schema:
"$ref": "#/components/schemas/error"
"/sla_rules":
get:
summary: List all SLA rules
parameters:
- name: Intercom-Version
in: header
schema:
"$ref": "#/components/schemas/intercom_version_preview"
tags:
- SLA Rules
operationId: listSlaRules
Comment thread
cathalging marked this conversation as resolved.
description: |
You can fetch a list of all SLA rules for the workspace.

The list is not paginated and is ordered by `id`, lowest first. It includes archived SLA rules; deleted SLA rules are not returned.

Requires the `read_conversations` OAuth scope.
responses:
'200':
description: Successful response
content:
application/json:
examples:
Successful response:
value:
type: sla_rule.list
data:
- type: sla_rule
id: '12'
name: VIP customers
created_at: 1717200000
updated_at: 1719800000
archived: false
archived_at:
first_reply_time_in_seconds: 3600
next_reply_time_in_seconds:
time_to_close_in_seconds:
resolution_time_in_seconds: 86400
speed_of_answer_in_seconds:
office_hours_schedule_id: '123'
pause_on_waiting_on_customer: true
pause_on_snooze: false
- type: sla_rule
id: '15'
name: Priority billing
created_at: 1718000000
updated_at: 1721000000
archived: true
archived_at: 1721000000
first_reply_time_in_seconds: 1800
next_reply_time_in_seconds: 3600
time_to_close_in_seconds:
resolution_time_in_seconds:
speed_of_answer_in_seconds:
office_hours_schedule_id:
pause_on_waiting_on_customer: false
pause_on_snooze: false
schema:
"$ref": "#/components/schemas/sla_rule_list"
'401':
"$ref": "#/components/responses/Unauthorized"
'403':
description: SLA rules are not available on the workspace's plan
content:
application/json:
examples:
SLA rules are not available on the workspace's plan:
value:
type: error.list
request_id: 7c1e5a9d-3b42-4f68-9d05-e2a8b4c6f713
errors:
- code: api_plan_restricted
message: SLA rules are not available on your current plan.
schema:
"$ref": "#/components/schemas/error"
"/sla_rules/{id}":
get:
summary: Retrieve an SLA rule
parameters:
- name: Intercom-Version
in: header
schema:
"$ref": "#/components/schemas/intercom_version_preview"
- name: id
in: path
required: true
description: The unique identifier for the SLA rule.
example: '12'
schema:
type: string
tags:
- SLA Rules
operationId: getSlaRule
description: |
You can fetch the details of a single SLA rule, including archived SLA rules.

Requires the `read_conversations` OAuth scope.
responses:
'200':
description: SLA rule found
content:
application/json:
examples:
SLA rule found:
value:
type: sla_rule
id: '12'
name: VIP customers
created_at: 1717200000
updated_at: 1719800000
archived: false
archived_at:
first_reply_time_in_seconds: 3600
next_reply_time_in_seconds:
time_to_close_in_seconds:
resolution_time_in_seconds: 86400
speed_of_answer_in_seconds:
office_hours_schedule_id: '123'
pause_on_waiting_on_customer: true
pause_on_snooze: false
schema:
"$ref": "#/components/schemas/sla_rule"
'401':
"$ref": "#/components/responses/Unauthorized"
'403':
description: SLA rules are not available on the workspace's plan
content:
application/json:
examples:
SLA rules are not available on the workspace's plan:
value:
type: error.list
request_id: 5a2f8c14-9e63-4b07-a1d9-0c7e3b5f2a86
errors:
- code: api_plan_restricted
message: SLA rules are not available on your current plan.
schema:
"$ref": "#/components/schemas/error"
'404':
description: SLA rule not found
content:
application/json:
examples:
SLA rule not found:
value:
type: error.list
request_id: 9e4d1b72-6c35-4a80-8f29-b3d7a0e5c164
errors:
- code: sla_rule_not_found
message: SLA rule not found
schema:
"$ref": "#/components/schemas/error"
"/subscription_types":
get:
summary: List subscription types
Expand Down Expand Up @@ -44045,6 +44197,108 @@ components:
- `missed`: If there are any missed sla_events for the conversation and no canceled events. If there’s even a single missed sla event, the status will always be missed. A missed status is not applied when the SLA expires, only the next time a teammate replies.
- `active`: An SLA has been applied to a conversation, but has not yet been fulfilled. SLA status is active only if there are no “hit, “missed”, or “canceled” events.
example: hit
sla_rule:
title: SLA Rule
type: object
x-tags:
- SLA Rules
description: An SLA rule is a workspace's service-level agreement definition.
It sets the response-time targets a conversation is measured against.
properties:
type:
type: string
description: The type of the object - always `sla_rule`.
example: sla_rule
id:
type: string
description: The unique identifier for the SLA rule.
example: '12'
name:
type: string
description: The name of the SLA rule. It is unique within the workspace.
example: VIP customers
created_at:
type: integer
description: The time the SLA rule was created as a Unix timestamp.
example: 1717200000
updated_at:
type: integer
description: The time the SLA rule was last updated as a Unix timestamp.
example: 1719800000
archived:
type: boolean
description: Whether the SLA rule is archived.
example: false
archived_at:
type: integer
nullable: true
description: The time the SLA rule was archived as a Unix timestamp, or
`null` if it is not archived.
example: 1721000000
first_reply_time_in_seconds:
type: integer
nullable: true
description: The target time in seconds for the first reply, or `null`
if no target is set.
example: 3600
next_reply_time_in_seconds:
type: integer
nullable: true
description: The target time in seconds for a teammate to reply to each
subsequent customer message, or `null` if no target is set.
example: 7200
time_to_close_in_seconds:
type: integer
nullable: true
description: The target time in seconds for closing the conversation, or
`null` if no target is set.
example: 172800
resolution_time_in_seconds:
type: integer
nullable: true
description: The target time in seconds for a ticket to be resolved, or
`null` if no target is set.
example: 86400
speed_of_answer_in_seconds:
type: integer
nullable: true
description: The target time in seconds to answer an inbound phone call,
or `null` if no target is set. This timer does not pause.
example: 120
office_hours_schedule_id:
type: string
nullable: true
description: The unique identifier for the [office hours schedule](/docs/references/preview/rest-api/api.intercom.io/office-hours/getofficehoursschedule)
the SLA rule's timers count against. This is the SLA rule's own schedule
if it has one, otherwise the workspace's default schedule. It is `null`
if neither exists.
example: '123'
pause_on_waiting_on_customer:
type: boolean
description: Whether the SLA rule's timers pause while the conversation
is waiting on the customer.
example: true
pause_on_snooze:
type: boolean
description: Whether the SLA rule's timers pause while the conversation
is snoozed.
example: false
sla_rule_list:
title: SLA Rule List
type: object
x-tags:
- SLA Rules
description: A list of SLA rules for the workspace.
properties:
type:
type: string
description: The type of the object - always `sla_rule.list`.
example: sla_rule.list
data:
type: array
description: An array of SLA rules.
items:
"$ref": "#/components/schemas/sla_rule"
snooze_conversation_request:
title: Snooze Conversation Request
type: object
Expand Down Expand Up @@ -46942,6 +47196,9 @@ tags:
description: Everything about your Roles
- name: Segments
description: Everything about your Segments
- name: SLA Rules
description: |
Read the SLA rules defined in your workspace. An SLA rule is a service-level agreement definition: the response-time targets a conversation is measured against.
- name: Subscription Types
description: Everything about subscription types
- name: Switch
Expand Down
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