Message

{
    "id": "<string>",
    "customer_id": "<string>",
    "owner_type": "<string>",
    "owner_id": "<string>",
    "chat_id": "<string>",
    "parent_id": "<string>",
    "type": "<string>",
    "text": "<string>",
    "medias": [
        {
            "type": "<string>"
        }
    ],
    "metadata": {
        "reactions": [
            {
                "emoji": "<string>",
                "owner_type": "<string>",
                "owner_id": "<string>",
                "tm_create": "<string>"
            }
        ]
    },
    "tm_create": "<string>",
    "tm_update": "<string>",
    "tm_delete": "<string>"
}

id: Message’s unique identifier.
customer_id: Customer’s unique identifier.
owner_type: Type of the message owner (e.g., “agent”).
owner_id: Owner’s unique identifier.
chat_id: Talk’s unique identifier that this message belongs to.
parent_id: Parent message ID for threaded replies (optional).
type: Message type. See detail here.
text: Message text content.
medias: Array of media attachments.
metadata: Message metadata including reactions.
tm_create: Timestamp when the message was created.
tm_update: Timestamp when the message was last updated.
tm_delete: Timestamp when the message was deleted (soft delete).

Example

{
    "id": "a3c5e8f2-4d3a-4b5c-9e7f-1a2b3c4d5e6f",
    "customer_id": "5e4a0680-804e-11ec-8477-2fea5968d85b",
    "owner_type": "agent",
    "owner_id": "eb1ac5c0-ff63-47e2-bcdb-5da9c336eb4b",
    "chat_id": "e8b2e976-f043-44c8-bb89-e214e225e813",
    "parent_id": "b2d4f7a1-3c2e-4f5a-8d9c-2e3f4a5b6c7d",
    "type": "normal",
    "text": "That's a great idea! Let's proceed with that approach.",
    "medias": [],
    "metadata": {
        "reactions": [
            {
                "emoji": "👍",
                "owner_type": "agent",
                "owner_id": "47fe0b7c-7333-46cf-8b23-61e14e62490a",
                "tm_create": "2024-01-17 10:35:00.000000"
            }
        ]
    },
    "tm_create": "2024-01-17 10:32:00.000000",
    "tm_update": "2024-01-17 10:32:00.000000",
    "tm_delete": ""
}

Type

Message type indicates whether it’s a regular message or system notification.

Type	Description
normal	Regular message sent by an agent.
system	System-generated notification message.

Threading

Messages can form conversation threads by specifying a parent message ID. When a message includes a parent_id, it appears as a reply to the parent message, creating a nested conversation structure within the talk.

Threading Rules:

Parent message must exist in the same talk.
Parent message can be deleted (soft delete) - the thread structure is preserved.
Replies can have their own replies, creating multi-level threads.

Reactions

Agents can add emoji reactions to messages. Reactions are stored in the message metadata and include:

emoji: The emoji character (e.g., “👍”, “❤️”, “😊”).
owner_type: Type of the reactor (e.g., “agent”).
owner_id: Unique identifier of the agent who reacted.
tm_create: Timestamp when the reaction was added.

Multiple agents can react to the same message, and the same agent can add multiple different emoji reactions. Reactions provide quick feedback without sending a full message response.