Skip to content
Featurebase Featurebase Featurebase
Dashboard
API Reference
Support

Conversations

Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.

List conversations
GET/v2/conversations
Create a conversation
POST/v2/conversations
Get conversation by ID
GET/v2/conversations/{id}
Delete a conversation
DELETE/v2/conversations/{id}
Update a conversation
PATCH/v2/conversations/{id}
Reply to a conversation
POST/v2/conversations/{id}/reply
Redact a conversation part
POST/v2/conversations/redact
ModelsExpand Collapse
Conversation object { id, adminAssigneeId, botConversationStateLastUpdatedAt, 26 more }
id: string

Unique conversation identifier

adminAssigneeId: string

ID of the assigned admin

botConversationStateLastUpdatedAt: string

ISO timestamp when bot state last changed

brandId: string

ID of the brand associated with this conversation

createdAt: string

ISO timestamp when conversation was created

hasAdminOverriddenLanguage: boolean

Whether an admin has manually overridden the language for this conversation. When true, automatic language detection is disabled.

isBlocked: boolean

Whether the user is blocked

lastActivityAt: string

ISO timestamp of last activity

object: "conversation"

Object type identifier

participants: array of ConversationParticipant { id, type }

Participants in this conversation

id: string

Participant ID

type: "customer" or "lead" or "admin" or 3 more

Type of participant

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
priority: boolean

Whether this conversation is marked as priority

prioritySetAt: string

ISO timestamp when priority was set

snoozedUntil: string

ISO timestamp until which conversation is snoozed

state: "open" or "closed" or "snoozed"

Current state of the conversation

One of the following:
"open"
"closed"
"snoozed"
tags: array of ConversationTag { id, name, type }

Current tags applied anywhere in this conversation

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

teamAssigneeId: string

ID of the assigned team

updatedAt: string

ISO timestamp when conversation was last updated

userPreferredLanguage: string

User’s preferred language

waitingSince: string

ISO timestamp when conversation started waiting

awaitingCustomerReply: optional boolean

Whether we are awaiting a customer reply

botConversationState: optional "active" or "handed_off_to_human" or "resolved"

State of AI agent handling for this conversation

One of the following:
"active"
"handed_off_to_human"
"resolved"
conversationParts: optional array of ConversationPart

Array of conversation parts (messages). Only included when fetching a single conversation by ID.

One of the following:
UserMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message from a customer or lead

id: string

Unique part identifier

bodyHtml: string

Message body content as HTML with signed image URLs

bodyMarkdown: string

Message body content as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "user_msg"

User message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AdminMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message from an admin or support agent

id: string

Unique part identifier

bodyHtml: string

Message body content as HTML with signed image URLs

bodyMarkdown: string

Message body content as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "admin_msg"

Admin message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AdminNote object { id, bodyHtml, bodyMarkdown, 7 more }

Internal note visible only to admins

id: string

Unique part identifier

bodyHtml: string

Note body content as HTML with signed image URLs

bodyMarkdown: string

Note body content as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "admin_note"

Admin internal note type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

EmailMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message sent via email

id: string

Unique part identifier

bodyHtml: string

Email body content as HTML with signed image URLs

bodyMarkdown: string

Email body content as markdown

channel: "email"

Email channel

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "email_msg"

Email message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

BotMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Automated message from AI or bot

id: string

Unique part identifier

bodyHtml: string

Bot message body content as HTML with signed image URLs

bodyMarkdown: string

Bot message body content as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "bot_msg"

Bot message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

channel: optional "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

QuickReplyOpts object { id, createdAt, object, 6 more }

Presents options for user to choose from

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "quick_reply_opts"

Quick reply options type

replyOptions: array of object { id, text }

Available reply options

id: string

Option ID

text: string

Option text

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

QuickReplyResp object { id, bodyHtml, bodyMarkdown, 8 more }

User’s selection from quick reply options

id: string

Unique part identifier

bodyHtml: string

The selected option text as HTML

bodyMarkdown: string

The selected option text as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "quick_reply_resp"

Quick reply response type

selectedOptionId: string

ID of the selected option

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

RatingRequested object { id, createdAt, csat, 3 more }

Represents a persisted CSAT request in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

csat: object { channel, requestedAt, requestId, 7 more }

Canonical CSAT request payload for this thread event

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
requestedAt: string

ISO timestamp when the request was created

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

status: "pending" or "rated" or "canceled" or "expired"

Status of the CSAT request represented by this part

One of the following:
"pending"
"rated"
"canceled"
"expired"
changeLockWindowEndsAt: optional string

ISO timestamp after which changing the rating is no longer allowed

expiredAt: optional string

ISO timestamp when the request expired, when applicable

lateSubmitWindowEndsAt: optional string

ISO timestamp after which late submission is no longer allowed

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
object: "conversation_part"

Object type identifier

partType: "rating_requested"

CSAT rating requested part type

updatedAt: string

ISO timestamp when the part was last updated

RatingSubmitted object { id, createdAt, csat, 3 more }

Represents a persisted CSAT submission in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

csat: object { channel, ratedAt, requestId, 7 more }

Canonical CSAT submission payload for this thread event

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
ratedAt: string

ISO timestamp when the customer submitted the rating

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

score: number

CSAT score from 1 to 5

minimum1
maximum5
status: "rated"

Submitted ratings are always in the rated state

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

remark: optional string

Optional remark left with the rating

requestedAt: optional string

ISO timestamp when the request was created

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
object: "conversation_part"

Object type identifier

partType: "rating_submitted"

CSAT rating submitted part type

updatedAt: string

ISO timestamp when the part was last updated

AttrPrompt object { id, createdAt, form, 6 more }

Requests information from user via form

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

form: object { id, attributes }

Form configuration

id: string

Form ID

attributes: array of object { identifier, name, type }

Form fields

identifier: string

Field identifier

name: string

Field display name

type: string

Field type

object: "conversation_part"

Object type identifier

partType: "attr_prompt"

Attribute collection prompt type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AttrComplete object { id, createdAt, object, 2 more }

Indicates form was completed

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "attr_complete"

Attribute collection complete type

updatedAt: string

ISO timestamp when the part was last updated

Assign object { id, createdAt, object, 5 more }

Conversation assigned to admin or team

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "assign"

Assignment type

updatedAt: string

ISO timestamp when the part was last updated

adminAssigneeId: optional string

ID of the admin assigned to the conversation

adminAssignerId: optional string

ID of the admin who made the assignment

teamAssigneeId: optional string

ID of the team assigned to the conversation

Status object { id, createdAt, object, 4 more }

Conversation state changed (open/closed/snoozed)

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "status"

Status change type

status: "open" or "closed" or "snoozed"

New conversation status

One of the following:
"open"
"closed"
"snoozed"
updatedAt: string

ISO timestamp when the part was last updated

snoozedUntil: optional string

ISO timestamp until conversation is snoozed (if snoozed)

Tags object { id, action, createdAt, 8 more }

A tag was added to or removed from a specific reply

id: string

Unique part identifier

action: "added" or "removed"

Whether the tag was added or removed

One of the following:
"added"
"removed"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

occurredAt: string

ISO timestamp when the tag mutation occurred

partType: "tags"

Tag update type

tagId: string

Identifier of the affected tag

updatedAt: string

ISO timestamp when the part was last updated

actor: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tagName: optional string

Tag name at the time of the event or the best available current display name

targetPartId: optional string

Conversation part that the tag mutation targeted

WorkflowWait object { id, createdAt, object, 3 more }

Represents a workflow wait start, finish, or interruption in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "workflow_wait"

Workflow wait event part type

updatedAt: string

ISO timestamp when the part was last updated

workflowWait: object { eventType, occurredAt, interruptedByUserType, 3 more }

Workflow wait event payload for this thread event

eventType: "started" or "finished" or "interrupted"

Lifecycle stage of the workflow wait event

One of the following:
"started"
"finished"
"interrupted"
occurredAt: string

ISO timestamp when the wait event occurred

interruptedByUserType: optional "admin" or "customer" or "lead"

User type that interrupted the wait when applicable

One of the following:
"admin"
"customer"
"lead"
waitLabel: optional string

Human-readable wait duration or preset label

workflowId: optional string

Workflow ID associated with the wait event

workflowName: optional string

Workflow display name at the time of the wait event

Priority object { id, createdAt, isPriority, 3 more }

Conversation priority was updated

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

isPriority: boolean

Whether the conversation is now marked as priority

object: "conversation_part"

Object type identifier

partType: "priority"

Priority change type

updatedAt: string

ISO timestamp when the part was last updated

PartAdd object { id, createdAt, object, 3 more }

New participant joined the conversation

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

participant: object { id, type }

The added participant

id: string

Participant ID

type: "customer" or "lead" or "admin"

Participant type

One of the following:
"customer"
"lead"
"admin"
partType: "part_add"

Participant added type

updatedAt: string

ISO timestamp when the part was last updated

csatDebug: optional object { requestId, status, changeLockWindowEndsAt, 2 more }

Minimal CSAT diagnostics for the current effective request.

requestId: string

Canonical CSAT request ID used for the latest debug snapshot

status: "pending" or "rated" or "canceled" or "expired"

Lifecycle status of the request represented in the debug snapshot

One of the following:
"pending"
"rated"
"canceled"
"expired"
changeLockWindowEndsAt: optional string

ISO timestamp when rating edits stop being accepted

emailDelivery: optional CsatEmailDelivery { status, failedAt, failureReason, 2 more }
status: "pending" or "sent" or "failed"

Email delivery status for the CSAT request when applicable

One of the following:
"pending"
"sent"
"failed"
failedAt: optional string

ISO timestamp when the CSAT email failed

failureReason: optional string

Operational failure reason for the CSAT email delivery

messageId: optional string

Email message ID associated with delivery

sentAt: optional string

ISO timestamp when the CSAT email was sent

lateSubmitWindowEndsAt: optional string

ISO timestamp when first-time submissions stop being accepted

csatHistory: optional array of object { channel, isLatestEffective, lastUpdatedAt, 14 more }

Historical CSAT requests for this conversation, ordered newest first.

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
isLatestEffective: boolean

Whether this row represents the currently effective CSAT request for the conversation

lastUpdatedAt: string

ISO timestamp when the request last changed

requestedAt: string

ISO timestamp when the request was created

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

status: "pending" or "rated" or "canceled" or "expired"

Lifecycle status for this historical CSAT request

One of the following:
"pending"
"rated"
"canceled"
"expired"
canceledAt: optional string

ISO timestamp when the request was canceled

changeLockWindowEndsAt: optional string

ISO timestamp when edits to an existing rating stop being accepted

emailDelivery: optional CsatEmailDelivery { status, failedAt, failureReason, 2 more }
status: "pending" or "sent" or "failed"

Email delivery status for the CSAT request when applicable

One of the following:
"pending"
"sent"
"failed"
failedAt: optional string

ISO timestamp when the CSAT email failed

failureReason: optional string

Operational failure reason for the CSAT email delivery

messageId: optional string

Email message ID associated with delivery

sentAt: optional string

ISO timestamp when the CSAT email was sent

expiredAt: optional string

ISO timestamp when the request expired

lateSubmitWindowEndsAt: optional string

ISO timestamp when first-time submissions stop being accepted

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

ratedAt: optional string

ISO timestamp when the request was rated

remark: optional string

Submitted remark when present

score: optional number

Submitted score when this request was rated

minimum1
maximum5
workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
csatSummary: optional object { lastUpdatedAt, status, canceledAt, 10 more }

Derived CSAT summary for this conversation when a rating request or rating exists.

lastUpdatedAt: string

ISO timestamp when the summary last changed

status: "pending" or "rated" or "canceled" or "expired"

Current summary status for CSAT on this conversation

One of the following:
"pending"
"rated"
"canceled"
"expired"
canceledAt: optional string

ISO timestamp when the request was canceled

channel: optional "desktop" or "email"

Channel used for the latest CSAT request when known

One of the following:
"desktop"
"email"
expiredAt: optional string

ISO timestamp when the request expired

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

ratedAt: optional string

ISO timestamp when the customer submitted a rating

remark: optional string

Optional remark left with the rating

requestedAt: optional string

ISO timestamp when the latest CSAT request was created

requestId: optional string

Canonical CSAT request ID

requestSource: optional "workflow"

Source of the latest CSAT request when known

score: optional number

CSAT score from 1 to 5 when rated

minimum1
maximum5
workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
disableCustomerReply: optional boolean

Whether customer replies are disabled

readReceipts: optional array of object { id, lastReadPartId, userType }

Read receipts indicating how far each participant has read in the conversation. Each receipt maps a user to their last-read conversation part. The tracked position reflects the system read state and may reference parts the user cannot directly view (e.g., a contact’s read position may point to an internal admin note). Use these receipts to render read indicators and typing awareness, not to infer content access.

id: string

The internal ID of the user

lastReadPartId: string

The ID of the last conversation part this user has read. Note: This reflects the system-tracked read position and may reference a part the user cannot directly access (e.g., internal notes for contacts). The read state is advanced to the latest part in the conversation regardless of part visibility.

userType: "admin" or "customer" or "lead"

Type of user who has read the conversation

One of the following:
"admin"
"customer"
"lead"
source: optional object { bodyHtml, bodyMarkdown, channel, 4 more }
bodyHtml: string

Body of the initial message as HTML with signed image URLs

bodyMarkdown: string

Body of the initial message as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the conversation was initiated

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
author: optional ConversationParticipant { id, type }
id: string

Participant ID

type: "customer" or "lead" or "admin" or 3 more

Type of participant

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
deliveredAs: optional "customer_initiated" or "admin_initiated"

How the conversation was initiated

One of the following:
"customer_initiated"
"admin_initiated"
subject: optional string

Subject line for email conversations

url: optional string

URL where the conversation was initiated

title: optional string

Conversation title

ConversationPart = object { id, bodyHtml, bodyMarkdown, 8 more } or object { id, bodyHtml, bodyMarkdown, 8 more } or object { id, bodyHtml, bodyMarkdown, 7 more } or 14 more

Message from a customer or lead

One of the following:
UserMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message from a customer or lead

id: string

Unique part identifier

bodyHtml: string

Message body content as HTML with signed image URLs

bodyMarkdown: string

Message body content as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "user_msg"

User message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AdminMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message from an admin or support agent

id: string

Unique part identifier

bodyHtml: string

Message body content as HTML with signed image URLs

bodyMarkdown: string

Message body content as markdown

channel: "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "admin_msg"

Admin message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AdminNote object { id, bodyHtml, bodyMarkdown, 7 more }

Internal note visible only to admins

id: string

Unique part identifier

bodyHtml: string

Note body content as HTML with signed image URLs

bodyMarkdown: string

Note body content as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "admin_note"

Admin internal note type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

EmailMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Message sent via email

id: string

Unique part identifier

bodyHtml: string

Email body content as HTML with signed image URLs

bodyMarkdown: string

Email body content as markdown

channel: "email"

Email channel

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "email_msg"

Email message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

BotMsg object { id, bodyHtml, bodyMarkdown, 8 more }

Automated message from AI or bot

id: string

Unique part identifier

bodyHtml: string

Bot message body content as HTML with signed image URLs

bodyMarkdown: string

Bot message body content as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "bot_msg"

Bot message type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

channel: optional "unknown" or "desktop" or "android" or 2 more

Channel through which the message was sent

One of the following:
"unknown"
"desktop"
"android"
"ios"
"email"
redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

QuickReplyOpts object { id, createdAt, object, 6 more }

Presents options for user to choose from

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "quick_reply_opts"

Quick reply options type

replyOptions: array of object { id, text }

Available reply options

id: string

Option ID

text: string

Option text

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

QuickReplyResp object { id, bodyHtml, bodyMarkdown, 8 more }

User’s selection from quick reply options

id: string

Unique part identifier

bodyHtml: string

The selected option text as HTML

bodyMarkdown: string

The selected option text as markdown

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "quick_reply_resp"

Quick reply response type

selectedOptionId: string

ID of the selected option

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

RatingRequested object { id, createdAt, csat, 3 more }

Represents a persisted CSAT request in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

csat: object { channel, requestedAt, requestId, 7 more }

Canonical CSAT request payload for this thread event

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
requestedAt: string

ISO timestamp when the request was created

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

status: "pending" or "rated" or "canceled" or "expired"

Status of the CSAT request represented by this part

One of the following:
"pending"
"rated"
"canceled"
"expired"
changeLockWindowEndsAt: optional string

ISO timestamp after which changing the rating is no longer allowed

expiredAt: optional string

ISO timestamp when the request expired, when applicable

lateSubmitWindowEndsAt: optional string

ISO timestamp after which late submission is no longer allowed

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
object: "conversation_part"

Object type identifier

partType: "rating_requested"

CSAT rating requested part type

updatedAt: string

ISO timestamp when the part was last updated

RatingSubmitted object { id, createdAt, csat, 3 more }

Represents a persisted CSAT submission in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

csat: object { channel, ratedAt, requestId, 7 more }

Canonical CSAT submission payload for this thread event

channel: "desktop" or "email"

Channel used for the CSAT request

One of the following:
"desktop"
"email"
ratedAt: string

ISO timestamp when the customer submitted the rating

requestId: string

Canonical CSAT request ID

requestSource: "workflow"

Source that created the CSAT request

score: number

CSAT score from 1 to 5

minimum1
maximum5
status: "rated"

Submitted ratings are always in the rated state

ratedAgent: optional CsatRatedAgent { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

remark: optional string

Optional remark left with the rating

requestedAt: optional string

ISO timestamp when the request was created

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }
object: "conversation_part"

Object type identifier

partType: "rating_submitted"

CSAT rating submitted part type

updatedAt: string

ISO timestamp when the part was last updated

AttrPrompt object { id, createdAt, form, 6 more }

Requests information from user via form

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

form: object { id, attributes }

Form configuration

id: string

Form ID

attributes: array of object { identifier, name, type }

Form fields

identifier: string

Field identifier

name: string

Field display name

type: string

Field type

object: "conversation_part"

Object type identifier

partType: "attr_prompt"

Attribute collection prompt type

updatedAt: string

ISO timestamp when the part was last updated

author: optional ConversationPartAuthor { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

redacted: optional boolean

Whether this message has been redacted

tagApplications: optional array of ConversationTagApplication { appliedAt, tagId, appliedBy, 3 more }

Reply-level tag applications and provenance for this conversation part

appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

AttrComplete object { id, createdAt, object, 2 more }

Indicates form was completed

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "attr_complete"

Attribute collection complete type

updatedAt: string

ISO timestamp when the part was last updated

Assign object { id, createdAt, object, 5 more }

Conversation assigned to admin or team

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "assign"

Assignment type

updatedAt: string

ISO timestamp when the part was last updated

adminAssigneeId: optional string

ID of the admin assigned to the conversation

adminAssignerId: optional string

ID of the admin who made the assignment

teamAssigneeId: optional string

ID of the team assigned to the conversation

Status object { id, createdAt, object, 4 more }

Conversation state changed (open/closed/snoozed)

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "status"

Status change type

status: "open" or "closed" or "snoozed"

New conversation status

One of the following:
"open"
"closed"
"snoozed"
updatedAt: string

ISO timestamp when the part was last updated

snoozedUntil: optional string

ISO timestamp until conversation is snoozed (if snoozed)

Tags object { id, action, createdAt, 8 more }

A tag was added to or removed from a specific reply

id: string

Unique part identifier

action: "added" or "removed"

Whether the tag was added or removed

One of the following:
"added"
"removed"
createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

occurredAt: string

ISO timestamp when the tag mutation occurred

partType: "tags"

Tag update type

tagId: string

Identifier of the affected tag

updatedAt: string

ISO timestamp when the part was last updated

actor: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tagName: optional string

Tag name at the time of the event or the best available current display name

targetPartId: optional string

Conversation part that the tag mutation targeted

WorkflowWait object { id, createdAt, object, 3 more }

Represents a workflow wait start, finish, or interruption in the conversation thread

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

partType: "workflow_wait"

Workflow wait event part type

updatedAt: string

ISO timestamp when the part was last updated

workflowWait: object { eventType, occurredAt, interruptedByUserType, 3 more }

Workflow wait event payload for this thread event

eventType: "started" or "finished" or "interrupted"

Lifecycle stage of the workflow wait event

One of the following:
"started"
"finished"
"interrupted"
occurredAt: string

ISO timestamp when the wait event occurred

interruptedByUserType: optional "admin" or "customer" or "lead"

User type that interrupted the wait when applicable

One of the following:
"admin"
"customer"
"lead"
waitLabel: optional string

Human-readable wait duration or preset label

workflowId: optional string

Workflow ID associated with the wait event

workflowName: optional string

Workflow display name at the time of the wait event

Priority object { id, createdAt, isPriority, 3 more }

Conversation priority was updated

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

isPriority: boolean

Whether the conversation is now marked as priority

object: "conversation_part"

Object type identifier

partType: "priority"

Priority change type

updatedAt: string

ISO timestamp when the part was last updated

PartAdd object { id, createdAt, object, 3 more }

New participant joined the conversation

id: string

Unique part identifier

createdAt: string

ISO timestamp when the part was created

object: "conversation_part"

Object type identifier

participant: object { id, type }

The added participant

id: string

Participant ID

type: "customer" or "lead" or "admin"

Participant type

One of the following:
"customer"
"lead"
"admin"
partType: "part_add"

Participant added type

updatedAt: string

ISO timestamp when the part was last updated

ConversationPartAuthor object { id, type, email, 2 more }
id: string

Author ID

type: "customer" or "lead" or "admin" or 3 more

Type of author

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
email: optional string

Author email address

name: optional string

Author display name

profilePicture: optional string

Author profile picture URL

ConversationParticipant object { id, type }
id: string

Participant ID

type: "customer" or "lead" or "admin" or 3 more

Type of participant

One of the following:
"customer"
"lead"
"admin"
"bot"
"guest"
"integration"
ConversationTagApplication object { appliedAt, tagId, appliedBy, 3 more }
appliedAt: string

ISO timestamp when the tag was applied to this reply

tagId: string

Identifier of the applied tag

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed from this reply, if it was removed

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

tag: optional ConversationTag { id, name, type }

Resolved tag object when the tag still exists in the shared workspace catalog

id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

CsatEmailDelivery object { status, failedAt, failureReason, 2 more }
status: "pending" or "sent" or "failed"

Email delivery status for the CSAT request when applicable

One of the following:
"pending"
"sent"
"failed"
failedAt: optional string

ISO timestamp when the CSAT email failed

failureReason: optional string

Operational failure reason for the CSAT email delivery

messageId: optional string

Email message ID associated with delivery

sentAt: optional string

ISO timestamp when the CSAT email was sent

CsatRatedAgent object { type, id }
type: "teammate" or "fibi" or "chatbot"

Type of agent the CSAT request is attributed to

One of the following:
"teammate"
"fibi"
"chatbot"
id: optional string

Identifier of the rated agent when applicable

EmailRecipients object { emails, ids }

Primary recipients (To field)

emails: optional array of string

Array of email addresses

ids: optional array of string

Array of Featurebase contact IDs

ConversationDeleteResponse object { id, deleted, object }
id: string

Unique identifier of the deleted conversation

deleted: true

Indicates the resource was deleted

object: "conversation"

Object type identifier

ConversationsTags

Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.

Attach a tag to a conversation
POST/v2/conversations/{id}/tags
Detach a tag from a conversation
DELETE/v2/conversations/{id}/tags/{tagId}
ModelsExpand Collapse
AttachedConversationTag object { id, name, type, 5 more }
id: string

Unique tag identifier

name: string

Current tag name

type: "tag"

Object type identifier for a tag

appliedAt: optional string

ISO timestamp when the tag was applied

appliedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

removedAt: optional string

ISO timestamp when the tag was removed, if applicable

removedBy: optional ConversationTagMutationActor { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

targetPartId: optional string

Reply/message ID used as the deterministic attachment target for this conversation tag mutation.

ConversationTagMutationActor object { type, id, name }

Actor that applied the tag

type: "admin" or "customer" or "lead" or 4 more

Actor that caused the tag mutation

One of the following:
"admin"
"customer"
"lead"
"bot"
"integration"
"system"
"workflow"
id: optional string

Actor identifier when available

name: optional string

Actor display name when available

ConversationsParticipants

Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.

Add a contact to a conversation
POST/v2/conversations/{id}/participants
Remove a contact from a conversation
DELETE/v2/conversations/{id}/participants