API Reference

Support

Conversations

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Update a conversation

PATCH/v2/conversations/{id}

Updates a conversation’s properties. Supports partial updates - only provided fields will be updated.

Path Parameters

• id - The conversation ID (short ID)

Request Body

All fields are optional. Only provided fields will be updated.

Field	Type	Description
actingAdminId	string	Admin ID performing the action (for attribution). If not provided, uses bot service user. Must be a member of the organization.
state	string	Conversation state: “open”, “closed”, or “snoozed”
snoozedUntil	string	ISO datetime when to unsnooze (required when state is “snoozed”)
adminAssigneeId	string/null	Admin ID to assign, or null to unassign
teamAssigneeId	string/null	Team ID to assign, or null to unassign
title	string	Conversation title
customAttributes	object	Custom attributes to set on the conversation, keyed by conversation custom attribute ID
markAsRead	object	Mark conversation as read for specific users

markAsRead Object

Field	Type	Description
allAdmins	boolean	If true, marks all admins with existing readReceipts as read
adminIds	string[]	Array of specific admin IDs to mark as read
allContacts	boolean	If true, marks all contacts with existing readReceipts as read
contactIds	string[]	Array of specific contact IDs to mark as read

Note: Only users with existing read receipts will be updated. Use allAdmins/allContacts OR adminIds/contactIds - the “all” flags take precedence.

Response

Returns the updated conversation object.

Example: Close a Conversation (with attribution)

{
  "actingAdminId": "507f1f77bcf86cd799439011",
  "state": "closed"
}

Example: Close a Conversation (bot user)

{
  "state": "closed"
}

Example: Snooze a Conversation

{
  "state": "snoozed",
  "snoozedUntil": "2025-01-20T10:00:00.000Z"
}

Example: Assign to an Admin

{
  "adminAssigneeId": "507f1f77bcf86cd799439011"
}

Example: Update Title and Custom Attributes

{
  "title": "Billing Issue - Priority",
  "customAttributes": {
    "507f1f77bcf86cd799439011": 10,
    "507f1f77bcf86cd799439012": true
  }
}

Example: Mark as Read (All Admins)

{
  "markAsRead": {
    "allAdmins": true
  }
}

Example: Mark as Read (All Contacts)

{
  "markAsRead": {
    "allContacts": true
  }
}

Example: Mark as Read (Specific IDs)

{
  "markAsRead": {
    "adminIds": ["507f1f77bcf86cd799439011"],
    "contactIds": ["676f0f6765bdaa7d7d760f88"]
  }
}

Version Availability

This endpoint is only available in API version 2026-01-01.nova and newer.

Path ParametersExpand Collapse

id: string

Conversation ID (short ID)

minLength1

maxLength16

Header ParametersExpand Collapse

"Featurebase-Version": optional "2026-01-01.nova" or "2025-12-12.clover"

One of the following:

"2026-01-01.nova"

"2025-12-12.clover"

Body ParametersJSONExpand Collapse

actingAdminId: optional string

The admin ID performing this action. Changes will be attributed to this admin. If not provided, changes are attributed to the system bot user. The admin must be a member of the organization.

adminAssigneeId: optional string

The admin ID to assign the conversation to, or null to unassign.

customAttributes: optional map[unknown]

Custom attributes to set on the conversation, keyed by conversation custom attribute ID. Use the custom attribute definitions for your organization to map IDs to display names.

markAsRead: optional object { adminIds, allAdmins, allContacts, contactIds }

Mark the conversation as read for specific admins and/or contacts.

adminIds: optional array of string

Array of admin IDs to mark as read. Only admins with existing readReceipts will be updated.

allAdmins: optional boolean

If true, marks all admins with existing readReceipts as read.

allContacts: optional boolean

If true, marks all contacts (customers and leads) with existing readReceipts as read.

contactIds: optional array of string

Array of contact IDs to mark as read. Only contacts with existing readReceipts will be updated.

snoozedUntil: optional string

ISO datetime when the conversation should be unsnoozed. Required when state is “snoozed”. Must be a future date.

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

The state of the conversation. Use “snoozed” with snoozedUntil to snooze.

One of the following:

"open"

"closed"

"snoozed"

teamAssigneeId: optional string

The team ID to assign the conversation to, or null to unassign.

title: optional string

The title of the conversation.

maxLength255

ReturnsExpand Collapse

Conversation object { id, adminAssigneeId, botConversationStateLastUpdatedAt, 28 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, 9 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 3 more

Channel through which the message was sent

One of the following:

"unknown"

"desktop"

"android"

"ios"

"email"

"slack"

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

slack: optional SlackMessageDetails { channelId, messageTs, teamId, threadTs }

Safe Slack message identifiers. Only present for Slack-backed messages while the organization has Slack integration enabled.

channelId: string

Slack channel ID for the message

messageTs: string

Slack message timestamp

teamId: string

Slack workspace/team ID for the message

threadTs: optional string

Slack root thread timestamp when this message belongs to a thread

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, 9 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 3 more

Channel through which the message was sent

One of the following:

"unknown"

"desktop"

"android"

"ios"

"email"

"slack"

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

slack: optional SlackMessageDetails { channelId, messageTs, teamId, threadTs }

Safe Slack message identifiers. Only present for Slack-backed messages while the organization has Slack integration enabled.

channelId: string

Slack channel ID for the message

messageTs: string

Slack message timestamp

teamId: string

Slack workspace/team ID for the message

threadTs: optional string

Slack root thread timestamp when this message belongs to a thread

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, 9 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 3 more

Channel through which the message was sent

One of the following:

"unknown"

"desktop"

"android"

"ios"

"email"

"slack"

redacted: optional boolean

Whether this message has been redacted

slack: optional SlackMessageDetails { channelId, messageTs, teamId, threadTs }

Safe Slack message identifiers. Only present for Slack-backed messages while the organization has Slack integration enabled.

channelId: string

Slack channel ID for the message

messageTs: string

Slack message timestamp

teamId: string

Slack workspace/team ID for the message

threadTs: optional string

Slack root thread timestamp when this message belongs to a thread

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" or "slack"

Channel used for the CSAT request. desktop = web messenger, email = follow-up email, slack = Block Kit prompt in the conversation thread.

One of the following:

"desktop"

"email"

"slack"

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 }

workflowActionId: optional string

Workflow action ID associated with the CSAT request

workflowId: optional string

Workflow ID associated with the CSAT request

workflowRunId: optional string

Workflow run ID associated with the CSAT request

workflowStepId: optional string

Workflow step ID associated with the CSAT request

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" or "slack"

Channel used for the CSAT request. desktop = web messenger, email = follow-up email, slack = Block Kit prompt in the conversation thread.

One of the following:

"desktop"

"email"

"slack"

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 }

workflowActionId: optional string

Workflow action ID associated with the CSAT request

workflowId: optional string

Workflow ID associated with the CSAT request

workflowRunId: optional string

Workflow run ID associated with the CSAT request

workflowStepId: optional string

Workflow step ID associated with the CSAT request

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, 3 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

slackDelivery: optional CsatSlackDelivery { status, channelId, failedAt, 4 more }

status: "pending" or "posted" or "failed"

Slack Block Kit prompt delivery status for the CSAT request when the channel is Slack

One of the following:

"pending"

"posted"

"failed"

channelId: optional string

Slack channel id the CSAT prompt was posted to

failedAt: optional string

ISO timestamp when posting the CSAT prompt to Slack failed

failureReason: optional string

Operational failure reason for the Slack CSAT prompt delivery

messageTs: optional string

Slack message timestamp of the posted CSAT prompt

postedAt: optional string

ISO timestamp when the CSAT prompt was enqueued for Slack

teamId: optional string

Slack workspace (team) the CSAT prompt was posted to

csatHistory: optional array of object { channel, isLatestEffective, lastUpdatedAt, 15 more }

Historical CSAT requests for this conversation, ordered newest first.

channel: "desktop" or "email" or "slack"

Channel used for the CSAT request. desktop = web messenger, email = follow-up email, slack = Block Kit prompt in the conversation thread.

One of the following:

"desktop"

"email"

"slack"

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

slackDelivery: optional CsatSlackDelivery { status, channelId, failedAt, 4 more }

status: "pending" or "posted" or "failed"

Slack Block Kit prompt delivery status for the CSAT request when the channel is Slack

One of the following:

"pending"

"posted"

"failed"

channelId: optional string

Slack channel id the CSAT prompt was posted to

failedAt: optional string

ISO timestamp when posting the CSAT prompt to Slack failed

failureReason: optional string

Operational failure reason for the Slack CSAT prompt delivery

messageTs: optional string

Slack message timestamp of the posted CSAT prompt

postedAt: optional string

ISO timestamp when the CSAT prompt was enqueued for Slack

teamId: optional string

Slack workspace (team) the CSAT prompt was posted to

workflow: optional CsatWorkflowLink { workflowActionId, workflowId, workflowRunId, workflowStepId }

workflowActionId: optional string

Workflow action ID associated with the CSAT request

workflowId: optional string

Workflow ID associated with the CSAT request

workflowRunId: optional string

Workflow run ID associated with the CSAT request

workflowStepId: optional string

Workflow step ID associated with the CSAT request

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" or "slack"

Channel used for the latest CSAT request when known

One of the following:

"desktop"

"email"

"slack"

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 }

workflowActionId: optional string

Workflow action ID associated with the CSAT request

workflowId: optional string

Workflow ID associated with the CSAT request

workflowRunId: optional string

Workflow run ID associated with the CSAT request

workflowStepId: optional string

Workflow step ID associated with the CSAT request

customAttributes: optional map[unknown]

Custom conversation attributes keyed by custom attribute ID. Only org-defined, non-archived conversation attributes are returned; internal workflow metadata is omitted.

customAttributeValues: optional array of ConversationAttributeValue { id, dataType, fieldSubType, 4 more }

Custom conversation attribute values expanded with definition metadata. Returned only when include=customAttributeDefinitions is provided.

id: string

Stable machine identifier used as the key in conversation.customAttributes.

dataType: "string" or "number" or "boolean" or 3 more

Storage-level data type used for validation and search.

One of the following:

"string"

"number"

"boolean"

"date"

"array"

"object"

fieldSubType: "text" or "number" or "select" or 3 more

Conversation field subtype that controls the expected value shape.

One of the following:

"text"

"number"

"select"

"multi-select"

"checkbox"

"date"

identifier: string

Stable internal identifier for the attribute definition.

name: string

Human-readable attribute name shown in Featurebase.

options: optional array of ConversationAttributeOption { label, id }

Allowed values for select and multi-select attributes.

label: string

Option display label

id: optional string

Option unique identifier when stored for this option.

value: optional unknown

The conversation-specific custom attribute value.

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 MessageSource { bodyHtml, bodyMarkdown, channel, 5 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 3 more

Channel through which the conversation was initiated

One of the following:

"unknown"

"desktop"

"android"

"ios"

"email"

"slack"

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"

slack: optional object { channelId, teamId, threadTs }

Safe Slack thread identifiers. Only present for Slack-origin conversations while the organization has Slack integration enabled.

channelId: string

Slack channel ID for the thread

teamId: string

Slack workspace/team ID for the thread

threadTs: string

Slack root thread timestamp

subject: optional string

Subject line for email conversations

url: optional string

URL where the conversation was initiated

title: optional string

Conversation title

Update a conversation

HTTP

HTTP

TypeScript

curl https://do.featurebase.app/v2/conversations/$ID \
    -X PATCH \
    -H 'Content-Type: application/json' \
    -H "Authorization: Bearer $FEATUREBASE_API_KEY" \
    -d '{
          "actingAdminId": "507f1f77bcf86cd799439011",
          "adminAssigneeId": "507f1f77bcf86cd799439011",
          "customAttributes": {
            "507f1f77bcf86cd799439011": "bar",
            "507f1f77bcf86cd799439012": "bar"
          },
          "snoozedUntil": "2025-01-20T10:00:00.000Z",
          "state": "open",
          "teamAssigneeId": "507f1f77bcf86cd799439012",
          "title": "Question about pricing"
        }'

200 example

{
  "id": "12345",
  "adminAssigneeId": "507f1f77bcf86cd799439011",
  "botConversationStateLastUpdatedAt": "2025-01-15T10:30:00.000Z",
  "brandId": "507f1f77bcf86cd799439011",
  "createdAt": "2025-01-15T10:30:00.000Z",
  "hasAdminOverriddenLanguage": false,
  "isBlocked": false,
  "lastActivityAt": "2025-01-15T12:30:00.000Z",
  "object": "conversation",
  "participants": [
    {
      "id": "676f0f6765bdaa7d7d760f88",
      "type": "customer"
    }
  ],
  "priority": false,
  "prioritySetAt": "2025-01-15T10:30:00.000Z",
  "snoozedUntil": "2025-01-16T09:00:00.000Z",
  "state": "open",
  "tags": [
    {
      "id": "67ec1234abcd5678ef901234",
      "name": "Churn",
      "type": "tag"
    }
  ],
  "teamAssigneeId": "507f1f77bcf86cd799439012",
  "updatedAt": "2025-01-15T12:30:00.000Z",
  "userPreferredLanguage": "en",
  "waitingSince": "2025-01-15T10:30:00.000Z",
  "awaitingCustomerReply": true,
  "botConversationState": "active",
  "conversationParts": [
    {
      "id": "1",
      "bodyHtml": "<p>Hello, I have a question about your product.</p>",
      "bodyMarkdown": "Hello, I have a question about your product.",
      "channel": "desktop",
      "createdAt": "2025-01-15T10:30:00.000Z",
      "object": "conversation_part",
      "partType": "user_msg",
      "updatedAt": "2025-01-15T10:30:00.000Z",
      "author": {
        "id": "676f0f6765bdaa7d7d760f88",
        "type": "customer",
        "email": "john@example.com",
        "name": "John Doe",
        "profilePicture": "https://cdn.example.com/avatars/user.png"
      },
      "redacted": false,
      "slack": {
        "channelId": "C01EFGH",
        "messageTs": "1705313410.001200",
        "teamId": "T01ABCD",
        "threadTs": "1705313400.001100"
      },
      "tagApplications": [
        {
          "appliedAt": "2025-01-15T10:30:00.000Z",
          "tagId": "67ec1234abcd5678ef901234",
          "appliedBy": {
            "type": "admin",
            "id": "507f1f77bcf86cd799439011",
            "name": "John Doe"
          },
          "removedAt": "2025-01-15T11:00:00.000Z",
          "removedBy": {
            "type": "admin",
            "id": "507f1f77bcf86cd799439011",
            "name": "John Doe"
          },
          "tag": {
            "id": "67ec1234abcd5678ef901234",
            "name": "Churn",
            "type": "tag"
          }
        }
      ]
    }
  ],
  "csatDebug": {
    "requestId": "csat_req_123",
    "status": "pending",
    "changeLockWindowEndsAt": "2025-01-16T12:30:00.000Z",
    "emailDelivery": {
      "status": "failed",
      "failedAt": "2025-01-15T10:31:00.000Z",
      "failureReason": "smtp_bounce",
      "messageId": "msg_123",
      "sentAt": "2025-01-15T10:31:00.000Z"
    },
    "lateSubmitWindowEndsAt": "2025-01-16T10:30:00.000Z",
    "slackDelivery": {
      "status": "posted",
      "channelId": "C01EFGH",
      "failedAt": "2025-01-15T10:31:00.000Z",
      "failureReason": "missing_slack_thread_metadata",
      "messageTs": "1705313400.001100",
      "postedAt": "2025-01-15T10:31:00.000Z",
      "teamId": "T01ABCD"
    }
  },
  "csatHistory": [
    {
      "channel": "desktop",
      "isLatestEffective": true,
      "lastUpdatedAt": "2025-01-15T10:35:00.000Z",
      "requestedAt": "2025-01-15T10:30:00.000Z",
      "requestId": "csat_req_123",
      "requestSource": "workflow",
      "status": "pending",
      "canceledAt": "2025-01-15T10:32:00.000Z",
      "changeLockWindowEndsAt": "2025-01-16T12:30:00.000Z",
      "emailDelivery": {
        "status": "failed",
        "failedAt": "2025-01-15T10:31:00.000Z",
        "failureReason": "smtp_bounce",
        "messageId": "msg_123",
        "sentAt": "2025-01-15T10:31:00.000Z"
      },
      "expiredAt": "2025-01-16T10:30:00.000Z",
      "lateSubmitWindowEndsAt": "2025-01-16T10:30:00.000Z",
      "ratedAgent": {
        "type": "teammate",
        "id": "507f1f77bcf86cd799439011"
      },
      "ratedAt": "2025-01-15T10:35:00.000Z",
      "remark": "Thanks for the quick help.",
      "score": 4,
      "slackDelivery": {
        "status": "posted",
        "channelId": "C01EFGH",
        "failedAt": "2025-01-15T10:31:00.000Z",
        "failureReason": "missing_slack_thread_metadata",
        "messageTs": "1705313400.001100",
        "postedAt": "2025-01-15T10:31:00.000Z",
        "teamId": "T01ABCD"
      },
      "workflow": {
        "workflowActionId": "action_123",
        "workflowId": "507f1f77bcf86cd799439011",
        "workflowRunId": "run_123",
        "workflowStepId": "step_123"
      }
    }
  ],
  "csatSummary": {
    "lastUpdatedAt": "2025-01-15T10:35:00.000Z",
    "status": "pending",
    "canceledAt": "2025-01-15T10:35:00.000Z",
    "channel": "desktop",
    "expiredAt": "2025-01-15T10:35:00.000Z",
    "ratedAgent": {
      "type": "teammate",
      "id": "507f1f77bcf86cd799439011"
    },
    "ratedAt": "2025-01-15T10:35:00.000Z",
    "remark": "Very helpful support.",
    "requestedAt": "2025-01-15T10:30:00.000Z",
    "requestId": "csat_req_123",
    "requestSource": "workflow",
    "score": 5,
    "workflow": {
      "workflowActionId": "action_123",
      "workflowId": "507f1f77bcf86cd799439011",
      "workflowRunId": "run_123",
      "workflowStepId": "step_123"
    }
  },
  "customAttributes": {
    "507f1f77bcf86cd799439011": "bar",
    "507f1f77bcf86cd799439012": "bar"
  },
  "customAttributeValues": [
    {
      "id": "65d26304b2e65b1e1278170c",
      "dataType": "number",
      "fieldSubType": "number",
      "identifier": "conversations.customFields.Minutes_to_Resolve",
      "name": "Minutes to Resolve",
      "options": [
        {
          "label": "Enterprise",
          "id": "65d26304b2e65b1e1278170d"
        }
      ],
      "value": 15
    }
  ],
  "disableCustomerReply": false,
  "readReceipts": [
    {
      "id": "507f1f77bcf86cd799439011",
      "lastReadPartId": "8",
      "userType": "admin"
    }
  ],
  "source": {
    "bodyHtml": "<p>Hi, I have a question about your enterprise plan...</p>",
    "bodyMarkdown": "Hi, I have a question about your enterprise plan...",
    "channel": "desktop",
    "author": {
      "id": "676f0f6765bdaa7d7d760f88",
      "type": "customer"
    },
    "deliveredAs": "customer_initiated",
    "slack": {
      "channelId": "C01EFGH",
      "teamId": "T01ABCD",
      "threadTs": "1705313400.001100"
    },
    "subject": "Question about pricing",
    "url": "https://example.com/pricing"
  },
  "title": "Question about pricing"
}

Returns Examples

200 example

{
  "id": "12345",
  "adminAssigneeId": "507f1f77bcf86cd799439011",
  "botConversationStateLastUpdatedAt": "2025-01-15T10:30:00.000Z",
  "brandId": "507f1f77bcf86cd799439011",
  "createdAt": "2025-01-15T10:30:00.000Z",
  "hasAdminOverriddenLanguage": false,
  "isBlocked": false,
  "lastActivityAt": "2025-01-15T12:30:00.000Z",
  "object": "conversation",
  "participants": [
    {
      "id": "676f0f6765bdaa7d7d760f88",
      "type": "customer"
    }
  ],
  "priority": false,
  "prioritySetAt": "2025-01-15T10:30:00.000Z",
  "snoozedUntil": "2025-01-16T09:00:00.000Z",
  "state": "open",
  "tags": [
    {
      "id": "67ec1234abcd5678ef901234",
      "name": "Churn",
      "type": "tag"
    }
  ],
  "teamAssigneeId": "507f1f77bcf86cd799439012",
  "updatedAt": "2025-01-15T12:30:00.000Z",
  "userPreferredLanguage": "en",
  "waitingSince": "2025-01-15T10:30:00.000Z",
  "awaitingCustomerReply": true,
  "botConversationState": "active",
  "conversationParts": [
    {
      "id": "1",
      "bodyHtml": "<p>Hello, I have a question about your product.</p>",
      "bodyMarkdown": "Hello, I have a question about your product.",
      "channel": "desktop",
      "createdAt": "2025-01-15T10:30:00.000Z",
      "object": "conversation_part",
      "partType": "user_msg",
      "updatedAt": "2025-01-15T10:30:00.000Z",
      "author": {
        "id": "676f0f6765bdaa7d7d760f88",
        "type": "customer",
        "email": "john@example.com",
        "name": "John Doe",
        "profilePicture": "https://cdn.example.com/avatars/user.png"
      },
      "redacted": false,
      "slack": {
        "channelId": "C01EFGH",
        "messageTs": "1705313410.001200",
        "teamId": "T01ABCD",
        "threadTs": "1705313400.001100"
      },
      "tagApplications": [
        {
          "appliedAt": "2025-01-15T10:30:00.000Z",
          "tagId": "67ec1234abcd5678ef901234",
          "appliedBy": {
            "type": "admin",
            "id": "507f1f77bcf86cd799439011",
            "name": "John Doe"
          },
          "removedAt": "2025-01-15T11:00:00.000Z",
          "removedBy": {
            "type": "admin",
            "id": "507f1f77bcf86cd799439011",
            "name": "John Doe"
          },
          "tag": {
            "id": "67ec1234abcd5678ef901234",
            "name": "Churn",
            "type": "tag"
          }
        }
      ]
    }
  ],
  "csatDebug": {
    "requestId": "csat_req_123",
    "status": "pending",
    "changeLockWindowEndsAt": "2025-01-16T12:30:00.000Z",
    "emailDelivery": {
      "status": "failed",
      "failedAt": "2025-01-15T10:31:00.000Z",
      "failureReason": "smtp_bounce",
      "messageId": "msg_123",
      "sentAt": "2025-01-15T10:31:00.000Z"
    },
    "lateSubmitWindowEndsAt": "2025-01-16T10:30:00.000Z",
    "slackDelivery": {
      "status": "posted",
      "channelId": "C01EFGH",
      "failedAt": "2025-01-15T10:31:00.000Z",
      "failureReason": "missing_slack_thread_metadata",
      "messageTs": "1705313400.001100",
      "postedAt": "2025-01-15T10:31:00.000Z",
      "teamId": "T01ABCD"
    }
  },
  "csatHistory": [
    {
      "channel": "desktop",
      "isLatestEffective": true,
      "lastUpdatedAt": "2025-01-15T10:35:00.000Z",
      "requestedAt": "2025-01-15T10:30:00.000Z",
      "requestId": "csat_req_123",
      "requestSource": "workflow",
      "status": "pending",
      "canceledAt": "2025-01-15T10:32:00.000Z",
      "changeLockWindowEndsAt": "2025-01-16T12:30:00.000Z",
      "emailDelivery": {
        "status": "failed",
        "failedAt": "2025-01-15T10:31:00.000Z",
        "failureReason": "smtp_bounce",
        "messageId": "msg_123",
        "sentAt": "2025-01-15T10:31:00.000Z"
      },
      "expiredAt": "2025-01-16T10:30:00.000Z",
      "lateSubmitWindowEndsAt": "2025-01-16T10:30:00.000Z",
      "ratedAgent": {
        "type": "teammate",
        "id": "507f1f77bcf86cd799439011"
      },
      "ratedAt": "2025-01-15T10:35:00.000Z",
      "remark": "Thanks for the quick help.",
      "score": 4,
      "slackDelivery": {
        "status": "posted",
        "channelId": "C01EFGH",
        "failedAt": "2025-01-15T10:31:00.000Z",
        "failureReason": "missing_slack_thread_metadata",
        "messageTs": "1705313400.001100",
        "postedAt": "2025-01-15T10:31:00.000Z",
        "teamId": "T01ABCD"
      },
      "workflow": {
        "workflowActionId": "action_123",
        "workflowId": "507f1f77bcf86cd799439011",
        "workflowRunId": "run_123",
        "workflowStepId": "step_123"
      }
    }
  ],
  "csatSummary": {
    "lastUpdatedAt": "2025-01-15T10:35:00.000Z",
    "status": "pending",
    "canceledAt": "2025-01-15T10:35:00.000Z",
    "channel": "desktop",
    "expiredAt": "2025-01-15T10:35:00.000Z",
    "ratedAgent": {
      "type": "teammate",
      "id": "507f1f77bcf86cd799439011"
    },
    "ratedAt": "2025-01-15T10:35:00.000Z",
    "remark": "Very helpful support.",
    "requestedAt": "2025-01-15T10:30:00.000Z",
    "requestId": "csat_req_123",
    "requestSource": "workflow",
    "score": 5,
    "workflow": {
      "workflowActionId": "action_123",
      "workflowId": "507f1f77bcf86cd799439011",
      "workflowRunId": "run_123",
      "workflowStepId": "step_123"
    }
  },
  "customAttributes": {
    "507f1f77bcf86cd799439011": "bar",
    "507f1f77bcf86cd799439012": "bar"
  },
  "customAttributeValues": [
    {
      "id": "65d26304b2e65b1e1278170c",
      "dataType": "number",
      "fieldSubType": "number",
      "identifier": "conversations.customFields.Minutes_to_Resolve",
      "name": "Minutes to Resolve",
      "options": [
        {
          "label": "Enterprise",
          "id": "65d26304b2e65b1e1278170d"
        }
      ],
      "value": 15
    }
  ],
  "disableCustomerReply": false,
  "readReceipts": [
    {
      "id": "507f1f77bcf86cd799439011",
      "lastReadPartId": "8",
      "userType": "admin"
    }
  ],
  "source": {
    "bodyHtml": "<p>Hi, I have a question about your enterprise plan...</p>",
    "bodyMarkdown": "Hi, I have a question about your enterprise plan...",
    "channel": "desktop",
    "author": {
      "id": "676f0f6765bdaa7d7d760f88",
      "type": "customer"
    },
    "deliveredAs": "customer_initiated",
    "slack": {
      "channelId": "C01EFGH",
      "teamId": "T01ABCD",
      "threadTs": "1705313400.001100"
    },
    "subject": "Question about pricing",
    "url": "https://example.com/pricing"
  },
  "title": "Question about pricing"
}