Add translations field to conversation_part and ticket_part (Preview) - #621
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cathalging merged 5 commits intoAug 21, 2026
Merged
Add translations field to conversation_part and ticket_part (Preview)#621cathalging merged 5 commits into
cathalging merged 5 commits into
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…_part
Model the new `translations` object on the Preview conversation_part and
ticket_part schemas. It is a map keyed by locale code: the special `original`
key holds the source locale code of the reply, and every other key is a locale
code whose value is the reply text translated into that locale, e.g.
{ "original": "en", "en": "Hello", "fr": "Bonjour" }.
This backs the new `conversation.admin.replied.translated` and
`ticket.admin.replied.translated` webhook topics. The existing `body` field is
unchanged and stays in the original source language. The field is Preview-only
(descriptions/0), so it is gated by the Preview API version.
Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
cathalging
marked this pull request as ready for review
August 21, 2026 11:20
…ples Declares `original` as required on the conversation_part and ticket_part translations schemas, since it is always present in the payload. Also adds translations to the existing admin-authored comment/reply examples (retrieveConversation, updateConversationPart) so the new field is demonstrated in inline responses.
…plyTicket replyTicket only had note and quick_reply examples, neither a legitimate carrier of translations (note is internal-only, quick_reply here has no reply body text). Adds a customer-facing admin comment reply example, matching the ticket_reply schema's documented comment support.
Corrects every translations example (retrieveConversation, updateConversationPart, the new replyTicket comment example) and both schema-level example blocks to wrap translated text in the same HTML as body, per production payload shape. Also clarifies the schema description to state values are HTML matching body's format.
replyTicket's 200 response uses ticket_reply, not ticket_part, so the Admin reply example's translations field had no schema definition backing it. Adds the same translations property (required original, HTML values, ticket.admin.replied.translated topic) already present on conversation_part and ticket_part.
markdennis22
approved these changes
Aug 21, 2026
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Why?
Admin reply parts can now be delivered in multiple locales, and the new conversation.admin.replied.translated and ticket.admin.replied.translated webhook topics carry those translations. The Preview spec did not model that data, so integrators had no schema for it.
How?
Adds a nullable translations map (keyed by locale code, with an original key naming the source locale) to the Preview conversation part and ticket part schemas, leaving the existing reply text untouched.
Notes for reviewersThe field is Preview-only, so it is added to descriptions/0 alone and not to any stable 2.x version. Example value: { "original": "en", "en": "Hello", "fr": "Bonjour" }. A companion PR in intercom/developer-docs syncs the same schema addition into the developer-docs Preview mirror and adds a changelog entry.
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