Conversation¶
Manage threaded conversations and message history across channels (SMS, voice, chat). Conversations group related messages into a single thread for tracking interaction history with a contact.
API Reference: Conversation endpoints
- Overview
- How Conversations Work
- Channel Types
- Conversation Lifecycle
- Conversation Rooms
- How Conversations Are Created
- Sending Messages
- Receiving Messages
- Assigning a Conversation to an Agent
- Cross-Channel Continuity
- Event Types
- Common Scenarios
- Auto-Generated Titles
- Best Practices
- Troubleshooting
- Related Documentation
- Conversation
- Message
- Conversation Account
- Tutorial
- Prerequisites
- Example
- Example
- Example
- Example
- Prerequisites for this walkthrough
- Step 1. Admin assigns the conversation to the agent
- Step 2. Agent receives a
conversation_updatedwebhook - Step 3. Inbound message arrives on the assigned conversation
- Step 4. Agent replies to the conversation
- Step 5. Agent self-unassigns when handling is complete
- Step 6. Next inbound message: registered flow resumes
- Listing “my conversations”
- PUT /v1.0/conversations/{id} (admin/manager only)
- POST /v1.0/conversations/{id}/unassign (admin/manager + owning agent)
- PUT /v1.0/service_agents/conversations/{id} (admin/manager only)
- POST /v1.0/service_agents/conversations/{id}/unassign (admin/manager + owning agent)