Support
SupportConversations
Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.
List conversations
Create a conversation
Get conversation by ID
Delete a conversation
Update a conversation
Reply to a conversation
Redact a conversation part
ModelsExpand Collapse
Conversation { id, adminAssigneeId, botConversationStateLastUpdatedAt, 26 more }
Whether an admin has manually overridden the language for this conversation. When true, automatic language detection is disabled.
botConversationState?: "active" | "handed_off_to_human" | "resolved"State of AI agent handling for this conversation
State of AI agent handling for this conversation
Array of conversation parts (messages). Only included when fetching a single conversation by ID.
Array of conversation parts (messages). Only included when fetching a single conversation by ID.
UserMessage { id, bodyHtml, bodyMarkdown, 8 more } Message from a customer or lead
Message from a customer or lead
AdminMessage { id, bodyHtml, bodyMarkdown, 8 more } Message from an admin or support agent
Message from an admin or support agent
AdminNote { id, bodyHtml, bodyMarkdown, 7 more } Internal note visible only to admins
Internal note visible only to admins
EmailMessage { id, bodyHtml, bodyMarkdown, 8 more } Message sent via email
Message sent via email
BotMessage { id, bodyHtml, bodyMarkdown, 8 more } Automated message from AI or bot
Automated message from AI or bot
QuickReplyOptions { id, createdAt, object, 6 more } Presents options for user to choose from
Presents options for user to choose from
QuickReplyResponse { id, bodyHtml, bodyMarkdown, 8 more } User’s selection from quick reply options
User’s selection from quick reply options
RatingRequested { id, createdAt, csat, 3 more } Represents a persisted CSAT request in the conversation thread
Represents a persisted CSAT request in the conversation thread
RatingSubmitted { id, createdAt, csat, 3 more } Represents a persisted CSAT submission in the conversation thread
Represents a persisted CSAT submission in the conversation thread
AttributeCollectionPrompt { id, createdAt, form, 6 more } Requests information from user via form
Requests information from user via form
StatusChange { id, createdAt, object, 4 more } Conversation state changed (open/closed/snoozed)
Conversation state changed (open/closed/snoozed)
TagUpdate { id, action, createdAt, 8 more } A tag was added to or removed from a specific reply
A tag was added to or removed from a specific reply
WorkflowWaitEvent { id, createdAt, object, 3 more } Represents a workflow wait start, finish, or interruption in the conversation thread
Represents a workflow wait start, finish, or interruption in the conversation thread
workflowWait: WorkflowWait { eventType, occurredAt, interruptedByUserType, 3 more } Workflow wait event payload for this thread event
Workflow wait event payload for this thread event
csatDebug?: CsatDebug { requestId, status, changeLockWindowEndsAt, 2 more } Minimal CSAT diagnostics for the current effective request.
Minimal CSAT diagnostics for the current effective request.
csatHistory?: Array<CsatHistory>Historical CSAT requests for this conversation, ordered newest first.
Historical CSAT requests for this conversation, ordered newest first.
Whether this row represents the currently effective CSAT request for the conversation
status: "pending" | "rated" | "canceled" | "expired"Lifecycle status for this historical CSAT request
Lifecycle status for this historical CSAT request
csatSummary?: CsatSummary { lastUpdatedAt, status, canceledAt, 10 more } Derived CSAT summary for this conversation when a rating request or rating exists.
Derived CSAT summary for this conversation when a rating request or rating exists.
readReceipts?: Array<ReadReceipt>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.
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.
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.
ConversationPart = UserMessage { id, bodyHtml, bodyMarkdown, 8 more } | AdminMessage { id, bodyHtml, bodyMarkdown, 8 more } | AdminNote { id, bodyHtml, bodyMarkdown, 7 more } | 14 moreMessage from a customer or lead
Message from a customer or lead
UserMessage { id, bodyHtml, bodyMarkdown, 8 more } Message from a customer or lead
Message from a customer or lead
AdminMessage { id, bodyHtml, bodyMarkdown, 8 more } Message from an admin or support agent
Message from an admin or support agent
AdminNote { id, bodyHtml, bodyMarkdown, 7 more } Internal note visible only to admins
Internal note visible only to admins
EmailMessage { id, bodyHtml, bodyMarkdown, 8 more } Message sent via email
Message sent via email
BotMessage { id, bodyHtml, bodyMarkdown, 8 more } Automated message from AI or bot
Automated message from AI or bot
QuickReplyOptions { id, createdAt, object, 6 more } Presents options for user to choose from
Presents options for user to choose from
QuickReplyResponse { id, bodyHtml, bodyMarkdown, 8 more } User’s selection from quick reply options
User’s selection from quick reply options
RatingRequested { id, createdAt, csat, 3 more } Represents a persisted CSAT request in the conversation thread
Represents a persisted CSAT request in the conversation thread
RatingSubmitted { id, createdAt, csat, 3 more } Represents a persisted CSAT submission in the conversation thread
Represents a persisted CSAT submission in the conversation thread
AttributeCollectionPrompt { id, createdAt, form, 6 more } Requests information from user via form
Requests information from user via form
StatusChange { id, createdAt, object, 4 more } Conversation state changed (open/closed/snoozed)
Conversation state changed (open/closed/snoozed)
TagUpdate { id, action, createdAt, 8 more } A tag was added to or removed from a specific reply
A tag was added to or removed from a specific reply
WorkflowWaitEvent { id, createdAt, object, 3 more } Represents a workflow wait start, finish, or interruption in the conversation thread
Represents a workflow wait start, finish, or interruption in the conversation thread
workflowWait: WorkflowWait { eventType, occurredAt, interruptedByUserType, 3 more } Workflow wait event payload for this thread event
Workflow wait event payload for this thread event
SupportConversationsTags
Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.
Attach a tag to a conversation
Detach a tag from a conversation
SupportConversationsParticipants
Conversations are messenger/inbox conversations in your Featurebase organization. Use this endpoint to list and retrieve conversation information.
Add a contact to a conversation
Remove a contact from a conversation
SupportConversation Tags
Conversation tags let you organize, filter, and automate around inbox conversations. Use these endpoints to list, look up, create, rename, and delete workspace conversation tags.
List workspace tags
Create or rename a tag
Get tag by ID
Delete a tag
SupportTickets
Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.
List tickets
Create a ticket
Get a ticket
Update a ticket
Delete a ticket
Reply to a ticket
ModelsExpand Collapse
Ticket { id, assigneeId, author, 18 more }
Custom field values keyed by field ID. File-type fields contain a JSON string of { key, name, url } with a signed download URL (1 hour expiry). For allowMultiple file fields, the value is a JSON string of an array of these objects.
integrations: Integrations { clickup, devops, github, 3 more } Third-party integration links
Third-party integration links
Conversation message history. Only included when fetching a single ticket by ID.
Conversation message history. Only included when fetching a single ticket by ID.
UserMessage { id, bodyHtml, bodyMarkdown, 8 more } Message from a customer or lead
Message from a customer or lead
AdminMessage { id, bodyHtml, bodyMarkdown, 8 more } Message from an admin or support agent
Message from an admin or support agent
AdminNote { id, bodyHtml, bodyMarkdown, 7 more } Internal note visible only to admins
Internal note visible only to admins
EmailMessage { id, bodyHtml, bodyMarkdown, 8 more } Message sent via email
Message sent via email
BotMessage { id, bodyHtml, bodyMarkdown, 8 more } Automated message from AI or bot
Automated message from AI or bot
QuickReplyOptions { id, createdAt, object, 6 more } Presents options for user to choose from
Presents options for user to choose from
QuickReplyResponse { id, bodyHtml, bodyMarkdown, 8 more } User’s selection from quick reply options
User’s selection from quick reply options
RatingRequested { id, createdAt, csat, 3 more } Represents a persisted CSAT request in the conversation thread
Represents a persisted CSAT request in the conversation thread
RatingSubmitted { id, createdAt, csat, 3 more } Represents a persisted CSAT submission in the conversation thread
Represents a persisted CSAT submission in the conversation thread
AttributeCollectionPrompt { id, createdAt, form, 6 more } Requests information from user via form
Requests information from user via form
StatusChange { id, createdAt, object, 4 more } Conversation state changed (open/closed/snoozed)
Conversation state changed (open/closed/snoozed)
TagUpdate { id, action, createdAt, 8 more } A tag was added to or removed from a specific reply
A tag was added to or removed from a specific reply
WorkflowWaitEvent { id, createdAt, object, 3 more } Represents a workflow wait start, finish, or interruption in the conversation thread
Represents a workflow wait start, finish, or interruption in the conversation thread
workflowWait: WorkflowWait { eventType, occurredAt, interruptedByUserType, 3 more } Workflow wait event payload for this thread event
Workflow wait event payload for this thread event
SupportTicketsCustom Fields
Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.
List custom fields
Get a custom field by ID
SupportTicketsCategories
Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.
List ticket categories
Get a ticket category by ID
ModelsExpand Collapse
icon: EmojiIcon { type, value } | PredefinedIcon { type, value } | URLIcon { type, value } | nullThe board’s icon. Can be one of three types:
- emoji: A single emoji character (e.g., 💡, 🚀, ⭐)
- icon: A predefined icon from the built-in library (e.g., lightbulb, bug, star)
- url: A custom image URL (HTTPS required)
Can be null if no icon is set.
The board’s icon. Can be one of three types:
- emoji: A single emoji character (e.g., 💡, 🚀, ⭐)
- icon: A predefined icon from the built-in library (e.g., lightbulb, bug, star)
- url: A custom image URL (HTTPS required)
Can be null if no icon is set.
SupportTicketsStatuses
Tickets represent support requests in your Featurebase organization. Create, update, reply to, and manage tickets via these endpoints.