Conversations

Tell a customer on WhatsApp or Instagram that a reply is being composed.

Sends a typing indicator to one customer, identified by customer id, phone number or Instagram username. Use it before a slow reply so the customer knows someone is there. It reaches the customer immediately but leaves no message behind, and it needs the 24-hour window to be open. Limited to one call per customer every three seconds.

Mark a conversation resolved and reset its AI memory.

Closes the conversation as resolved. Besides stamping the resolved time it ends the active assignment, revokes collaborators, skips pending AI handoffs, and DELETES the AI memory for that thread and the customer memory fields the AI collected — that memory cannot be restored, so the AI starts the next message from scratch. It also triggers workspace follow-up rules that react to a resolved conversation, which may create follow-up tasks or auto-messages. It sends no message to the customer itself. Use it only when the customer issue is finished.

Return conversations across every channel, newest activity first.

Returns conversations from WhatsApp, Instagram, Messenger, Telegram, TikTok and the web widget in one list, each with its customer, last message, unread state and assignment. Use it to see what is waiting before deciding who to reply to. Filter with channels, status, readStatus, q or a date range. Read-only. Paginated: follow meta.pagination.nextCursor until hasMore is false.

Fetch a single conversation by channel and id.

Returns one conversation with its customer, channel account, unread count, resolution state and assignment. Give the channel and id exactly as conversations.list returned them. Use it to confirm the state of a thread before acting on it. Read-only.

Return the messages in one conversation, newest first.

Returns the messages of a single thread. Give the channel and the conversation id from conversations.list; for whatsapp, pass the customer id instead of a conversation id. Use it to read what was said before replying with messages.send. Read-only and paginated. Messenger threads cannot be read yet and answer 400 channel_unsupported.

Return Facebook, Instagram and TikTok post comments that reached this workspace.

Returns public comments left on the workspace's posts and ads, newest first, with the post, the commenter, whether it is resolved or unread, and who it is assigned to. Each comment also carries markedUnread: true when an operator marked it unread by hand (unread keeps meaning nobody has opened it). Use it to triage: readStatus=unread with assignmentFilter=unassigned finds the comments nobody has opened or taken. By default only open (unresolved) comments are returned; pass status=all to include resolved ones. Read-only. Paginated: follow meta.pagination.nextCursor until hasMore is false. Id lists are comma-separated.

Map a platform comment id (commentExtId) to the inbox id comments.get expects.

Turns the platform-native comment id, as stored on a comment lead's conversationId, into the inbox row id used by comments.get, comments.reply and comments.linkCustomer (native Meta and TikTok rows carry an mc_ or ttc_ prefix). Use it to open the thread behind a Lead-Ops comment lead. Name the lane when you know it (repliz, meta or tiktok) to skip the search of the others. Read-only; it does not mark anything read.

Fetch a single comment with its thread and the customer it is linked to.

Returns one comment, the replies underneath it and the customer record it has been matched to, if any. Use it to read the whole exchange before answering. It changes no comment content, but opening a comment marks it as read (the unread marker in the dashboard clears), which readStatus filters on. The response carries markedUnread, the stored manual unread mark after this read.

Attach an existing customer record to a comment.

Links a comment to a customer from customers.list so the thread shows that customer's labels, pipeline stage and history, and so label and pipeline filters on comments.list match it. Replaces any customer already linked. Writes the link only; nothing is posted on the platform and the customer is not contacted. It does not create a customer: use customers.create first when none exists.

Return the team members a conversation can be assigned to.

Returns the users who can own a conversation, with their ids, names and roles. Call it before assignments.set to get a valid user id — inventing one is rejected. Read-only. Use assignableEntities instead when AI agents should be listed too. For the full team roster use team.members. Pass branchId to list the agents who serve that branch first.

Return the team members and AI agents a conversation can be assigned to.

Returns { humans, aiAgents, aiWorkflowV2Active }. humans carry the ids that assignments.set takes as assignedToId; aiAgents carry the ids it takes as aiAgentId. aiWorkflowV2Active says the workspace has a published AI Workflow, in which case assignments.returnToAi hands a thread back to it. Read-only.

Return who currently owns a conversation — a person, the AI, or nobody.

Returns the current assignee of one conversation, when it was assigned and by whom. Use it before taking a thread over so you do not collide with a teammate who is already answering. Read-only.

Give a conversation to a specific team member.

Assigns the conversation to ONE assignee: a user id from assignments.assignableEntities (assignedToId) or an AI agent id from the same list (aiAgentId) — send exactly one, never both. Use it to hand a thread to the right person. Writes the assignment and notifies that user in the dashboard; the customer is told nothing and no message is sent. Assigning to a person silences the AI on that thread until it is released or returned with assignments.returnToAi.

Return a conversation to the unassigned queue.

Removes the current assignee so the conversation goes back to the shared queue. Use it when the assignee cannot continue. Writes the change; the customer sees nothing and no message is sent. This does not resolve or close the conversation.

Return every past and current assignment of a conversation.

Returns who held the conversation, in what order, who assigned them and when each assignment ended, with AI agent assignments marked. Use it to understand how a thread was handled before you take it over. Read-only. Paginated: follow meta.pagination.nextCursor until hasMore is false.

Close the human assignment so the AI Workflow answers the thread again.

Switches the conversation back to AI mode. It ends the active human assignment, after which the workspace AI Workflow replies to the customer on the next inbound message — so this changes whether the AI answers a real customer. The conversation stays open and AI memory is kept. It cannot switch the AI off: assign the thread to a person with assignments.set for that. Fails with ai_workflow_v2_inactive when no AI Workflow is published. Answers { returnedToAi: true, changed } and sends no message itself.

Return the workspace’s branches (cabang) with their codes and aliases.

Returns the branches of this workspace — id, name, code, aliases, active flag, and the branch profile (address, mapUrl, phone, timezone, workingHours; null when not set). Call it before conversations.setBranch to get a valid branch id; inventing one is rejected. Inactive branches are omitted unless includeInactive is true. Read-only.

Pin a conversation to a branch, or clear it with branchId null.

Sets the conversation’s current branch with source MANUAL, which is never overwritten by AI or automatic rules afterwards. Send a branch id from branches.list, or null to clear it. Answers { applied, fromBranchId, current }; applied is false when the conversation already had that branch at the same rank. Writes the branch and its history; the customer is told nothing and no message is sent. 404 BRANCH_NOT_FOUND for an unknown branch, 422 BRANCH_INACTIVE for a deactivated one.

Return the agents who joined a conversation owned by someone else.

Returns the agents who joined this conversation as collaborators, newest first, with who they are and when they joined or were revoked. Use it to see who else is already helping on a thread. Read-only. Joining a conversation is not available through the Public API because a key has no acting agent. Paginated: follow meta.pagination.nextCursor until hasMore is false.

Return the ids and names you can filter conversations.list by.

Returns the values the inbox filters accept: labels and tags, team members, AI agents, pipeline stages, and the connected WhatsApp numbers, Instagram accounts, Facebook pages, Telegram bots, TikTok accounts and web widgets. Use it to turn a name into the id that conversations.list expects (assignedCsIds, pipelineStageIds, labels and so on) instead of guessing one. Read-only. One call returns the whole set; it is not paginated.

Say whether the AI reply on a conversation can be retried and why not if it cannot.

Reports whether the latest AI run on this conversation is eligible for a manual retry (eligible true/false), the reason when it is not (resolved, human-assigned, nothing to retry, already queued) and a summary of that run. Use it before messages.aiRetry so you do not trigger a reply by accident. Read-only.

Attach an Instagram conversation to an existing CRM customer.

Links the Instagram conversation to the customer and stamps the customer with the participant's Instagram id and username, so future messages land on that customer. Use instagram.suggestedCustomers first to choose the customer. Fails with 409 when the customer is already tied to a different Instagram account. Reversible with instagram.unlinkCustomer, although the stamped Instagram username stays on the customer.

Detach the CRM customer from an Instagram conversation.

Removes the customer link from the Instagram conversation. The customer record and its history are kept; only this thread stops pointing at it. Fails with 400 when the thread is not linked.

Attach a Messenger conversation to an existing CRM customer.

Links the Messenger conversation to the customer so the thread and the CRM record share one history. Fails with 409 when the customer is already linked to another Messenger conversation. Reversible with messenger.unlinkCustomer.

Detach the CRM customer from a Messenger conversation.

Removes the customer link from the Messenger conversation. The customer record is kept; only this thread stops pointing at it. Fails with 400 when the thread is not linked.