Structures

Case

{
    "id": "<string>",
    "customer_id": "<string>",
    "peer": {<Address>},
    "local": {<Address>},
    "reference_type": "<string>",
    "reference_id": "<string>",
    "contact_id": "<string>",
    "owner_type": "<string>",
    "owner_id": "<string>",
    "status": "<string>",
    "opened_at": "<string>",
    "closed_at": "<string>",
    "closed_reason": "<string>",
    "closed_by_type": "<string>",
    "closed_by_id": "<string>",
    "name": "<string>",
    "detail": "<string>",
    "previous_case_id": "<string>",
    "tag_ids": ["<string>"],
    "tm_create": "<string>",
    "tm_update": "<string>"
}

• id (UUID): The case’s unique identifier. Returned from GET /contact_cases.

• customer_id (UUID): The customer who owns this case.

• peer (Object): The remote party this case is scoped to, structurally identical to commonaddress.Address (type/target/target_name/name/detail) — the same shape as Peer Event’s peer field, distinct from Contact’s Address.

• local (Object): The customer’s own endpoint the case’s interactions arrived on or were placed from, same shape as peer. Always present as an object; individual fields are empty when no local endpoint was known at creation time.

• reference_type (String): Origin channel type, e.g. call, conversation_message.

• reference_id (String): The internal VoIPBin resource ID that reference_type points at (the call ID when reference_type is call, the conversation ID when it is conversation_message). Set automatically at creation time, never customer- or agent-supplied. Empty when no such internal resource ID applies.

• contact_id (UUID): The resolved contact this case is attributed to. Nullable until resolved via PUT /contact_cases/{id}.

• owner_type (String): Type of the case owner, e.g. agent.

• owner_id (UUID): ID of the case owner. Not cleared when a case is closed.

• status (enum string): Case lifecycle status. See Status.

• opened_at (string, ISO 8601): Timestamp when the case was opened. Nullable.

• closed_at (string, ISO 8601): Timestamp when the case was closed. Nullable.

• closed_reason (String): Reason the case was closed. See ClosedReason.

• closed_by_type (String): Type of the actor that closed the case. See ClosedByType.

• closed_by_id (UUID): ID of the actor that closed the case. Nullable.

• name (String): Optional freeform case name/title, settable only at creation time (e.g. by the case_create Flow action).

• detail (String): Optional freeform case detail, settable only at creation time.

• previous_case_id (UUID): The prior (now-closed) case this case continues from, if created via POST /contact_cases/{id}/continue. Nil for the first case on a given peer.

• tag_ids (Array of UUID, omitted when empty): Tags attached to the case, mirroring the same tag-based grouping model used by Queue.tag_ids.

• tm_create (string, ISO 8601): Timestamp when the case was created.

• tm_update (string, ISO 8601): Timestamp of the last update.

Status

Value	Description
open	The case is active
closed	The case has been resolved

ClosedReason

Value	Description
agent_closed	Closed explicitly by an agent via POST /contact_cases/{id}/close
timeout	Closed automatically by the system after inactivity

ClosedByType

Value	Description
agent	Closed by an authenticated agent
system	Closed automatically by the platform

CaseNote

Internal, agent-facing annotation on a case. Never surfaced in any customer-facing webhook or channel.

{
    "id": "<string>",
    "customer_id": "<string>",
    "case_id": "<string>",
    "author_type": "<string>",
    "author_id": "<string>",
    "text": "<string>",
    "tm_create": "<string>",
    "tm_update": "<string>",
    "tm_delete": "<string>"
}

• id (UUID): The note’s unique identifier.

• customer_id (UUID): The customer who owns this note.

• case_id (UUID): The case this note belongs to.

• author_type (enum string): Type of the note’s author. See AuthorType.

• author_id (UUID): ID of the agent authoring this note. Nullable for system-authored notes.

• text (String): The note’s text content.

• tm_create (string, ISO 8601): Timestamp when the note was created.

• tm_update (string, ISO 8601): Timestamp of the last update.

• tm_delete (string, ISO 8601): Timestamp of soft deletion. null if active.

AuthorType

Value	Description
agent	Authored by an agent
system	Authored automatically by the platform