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Conversations

Update a conversation

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

PATCH
/v2/conversations/{id}

Path Parameters

  • id - The conversation ID (short ID)

Request Body

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

FieldTypeDescription
actingAdminIdstringAdmin ID performing the action (for attribution). If not provided, uses bot service user. Must be a member of the organization.
statestringConversation state: "open", "closed", or "snoozed"
snoozedUntilstringISO datetime when to unsnooze (required when state is "snoozed")
adminAssigneeIdstring/nullAdmin ID to assign, or null to unassign
teamAssigneeIdstring/nullTeam ID to assign, or null to unassign
titlestringConversation title
customAttributesobjectCustom attributes to set on the conversation, keyed by conversation custom attribute ID
markAsReadobjectMark conversation as read for specific users

markAsRead Object

FieldTypeDescription
allAdminsbooleanIf true, marks all admins with existing readReceipts as read
adminIdsstring[]Array of specific admin IDs to mark as read
allContactsbooleanIf true, marks all contacts with existing readReceipts as read
contactIdsstring[]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.

Autorizaciones

Authorizationstringheaderobligatorio

API key as Bearer token. Use: Authorization: Bearer sk_...

Parámetros de ruta

idstringobligatorio

Conversation ID (short ID)

Required string length: 1 - 16
Patrón: ^[a-zA-Z0-9]+$
Ejemplo: 12345

Encabezados

Featurebase-Versionenum<string>header

API version for this request. Defaults to your organization's configured API version if not specified.

Opciones disponibles: 2026-08-19.orbit, 2026-01-01.nova, 2025-12-12.clover
Ejemplo: 2026-08-19.orbit

Cuerpo

application/json
actingAdminIdstring

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.

Ejemplo: 507f1f77bcf86cd799439011
adminAssigneeIdstring | null

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

Ejemplo: 507f1f77bcf86cd799439011
customAttributesobject

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.

markAsReadobject

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

skipNotificationsbooleandefault:false

Skip admin notifications (push, activity email and in-app notification) for an assignment change in this request (default: false). Useful for bulk imports.

Ejemplo: false
snoozedUntilstring | null

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

Ejemplo: 2025-01-20T10:00:00.000Z
stateenum<string>

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

Opciones disponibles: open, closed, snoozed
Ejemplo: open
teamAssigneeIdstring | null

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

Ejemplo: 507f1f77bcf86cd799439012
titlestring

The title of the conversation.

Maximum string length: 255
Ejemplo: Question about pricing

Respuesta

application/json

Success

adminAssigneeIdstring | nullobligatorio

ID of the assigned admin

Ejemplo: 507f1f77bcf86cd799439011
awaitingCustomerReplyboolean

Whether we are awaiting a customer reply

Ejemplo: true
botConversationStateenum<string>

State of AI agent handling for this conversation

Opciones disponibles: active, handed_off_to_human, resolved
Ejemplo: active
botConversationStateLastUpdatedAtstring | nullobligatorio

ISO timestamp when bot state last changed

Ejemplo: 2025-01-15T10:30:00.000Z
brandIdstring | nullobligatorio

ID of the brand associated with this conversation

Ejemplo: 507f1f77bcf86cd799439011
conversationPartsobject[]

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

createdAtstringobligatorio

ISO timestamp when conversation was created

Ejemplo: 2025-01-15T10:30:00.000Z
csatDebugobject

Minimal CSAT diagnostics for the current effective request.

csatHistoryobject[]

Historical CSAT requests for this conversation, ordered newest first.

csatSummaryobject

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

customAttributeValuesobject[]

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

customAttributesobject

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

disableCustomerReplyboolean

Whether customer replies are disabled

Ejemplo: false
hasAdminOverriddenLanguagebooleanobligatorio

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

Ejemplo: false
idstringobligatorio

Unique conversation identifier

Ejemplo: 12345
isBlockedbooleanobligatorio

Whether the user is blocked

Ejemplo: false
lastActivityAtstring | nullobligatorio

ISO timestamp of last activity

Ejemplo: 2025-01-15T12:30:00.000Z
objectenum<string>obligatorio

Object type identifier

Opciones disponibles: conversation
Ejemplo: conversation
participantsobject[]obligatorio

Participants in this conversation

prioritybooleanobligatorio

Whether this conversation is marked as priority

Ejemplo: false
prioritySetAtstring | nullobligatorio

ISO timestamp when priority was set

Ejemplo: 2025-01-15T10:30:00.000Z
readReceiptsobject[]

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.

snoozedUntilstring | nullobligatorio

ISO timestamp until which conversation is snoozed

Ejemplo: 2025-01-16T09:00:00.000Z
sourceobject
stateenum<string>obligatorio

Current state of the conversation

Opciones disponibles: open, closed, snoozed
Ejemplo: open
tagsobject[]obligatorio

Current tags applied anywhere in this conversation

teamAssigneeIdstring | nullobligatorio

ID of the assigned team

Ejemplo: 507f1f77bcf86cd799439012
titlestring

Conversation title

Ejemplo: Question about pricing
updatedAtstringobligatorio

ISO timestamp when conversation was last updated

Ejemplo: 2025-01-15T12:30:00.000Z
userPreferredLanguagestringobligatorio

User's preferred language

Ejemplo: en
waitingSincestring | nullobligatorio

ISO timestamp when conversation started waiting

Ejemplo: 2025-01-15T10:30:00.000Z

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