REST API: conversations and notes

Start conversation automation with an agent-scoped list. Then fetch messages or notes for the specific conversation that your workflow selects. Conversation message lists have their own limits and schema. Do not apply assumptions from agent or contact lists to them. A message submission is an externally visible mutation. Use a backend-owned key, and make retries idempotent in your own service.

Notes are separate durable records attached to a conversation. Create a note when information must be explicit to the team. Update the note when its source changes. Delete a note only under a deliberate retention policy. A note is not a raw chat message. Do not treat a note as an immutable audit record.

Conversation deletion removes a resource, so gate it behind administrative review when your policy requires it. Before you delete a conversation, confirm the organization ID, the agent ID, and the conversation ID. Export any data that your policy requires. Capture the API outcome. Use the Help Desk guides for the user-facing ticket workflow. This guide covers backend integration behavior.