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A conversation is a messaging thread between your team and a customer. Every inbound or outbound message belongs to a conversation, and each conversation is tied to a specific inbox and contact. You can assign conversations to team members, close them when resolved, and reopen them if the customer replies again.

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The Conversation object

The following attributes are returned when you fetch a conversation from the API.
AttributeDescription
idUnique identifier for the conversation
channelChannel type (e.g., SMS, email)
statusCurrent status: open or closed
assignedID of the user the conversation is assigned to
inboxID of the inbox this conversation belongs to
targetThe customer’s phone number or channel identifier
membersArray of ConversationMember objects, each with id and name
createdCreation timestamp
updatedLast updated timestamp
readWhether the conversation has been read
repliedWhether the conversation has been replied to
blockedWhether the contact is blocked
mutedWhether the conversation is muted
snooze_tillTimestamp until which the conversation is snoozed

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Conversation lifecycle

Conversations start as open when a message is sent or received. You can close a conversation when the interaction is resolved. If the customer sends another message after a conversation is closed, it reopens automatically. You can also:
  • Reassign a conversation to a different team member by updating the assigned field
  • Transfer a conversation to a different inbox, useful when routing to a specialized team

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Filtering conversations

When listing conversations, you can narrow results using the following filters:
  • Inbox IDs — return only conversations belonging to specific inboxes
  • Closed status — filter for open or closed conversations
  • Unread status — filter for conversations that have not yet been read

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Pagination

Conversation lists are paginated. To retrieve the next page of results, pass the updated field value from the last item in the current response as the date cursor in your next request body. The date value must be in RFC 3339 format. 
{
  "id": 1111,
  "filters": { "inboxes": [2222] },
  "date": "2024-01-15T10:30:00+00:00"
}
Each subsequent request returns conversations updated before the provided timestamp, allowing you to walk backwards through the full history.