Conversations
Create and manage omnichannel conversations across email, chat, SMS, WhatsApp, voice, and social channels.
List conversations
Returns a paginated list of all omnichannel conversations for the tenant, ordered by most recently updated. Use query filters to scope by channel or quality status for inbox and supervisor views.
Create conversation
Opens a new omnichannel conversation on the specified channel. Use this when receiving an inbound contact via an external adapter or when manually creating a conversation from the agent inbox. The conversation_key field can be supplied by the external system for idempotent creation; if omitted, a random 16-character key is generated.
Update conversation
Updates mutable fields of an existing conversation such as status, priority, assignment, and SLA timestamps. After update, the quality assessment is automatically refreshed. Use to reassign, resolve, or escalate a conversation.
Delete conversation
Permanently removes a conversation and its associated messages and quality reviews. Use only for test data cleanup or GDPR erasure; prefer closing/resolving in production.
Submit quality review
Records a supervisor quality-review scoring for a conversation, updating the conversation's quality_status. Use from the supervisor dashboard when manually reviewing flagged conversations. Scores from 0 to 100; status must reflect the overall assessment category.