REST API: conversations and notes
Inspect conversations, send messages, and manage durable notes.
Conversation automation should start with an agent-scoped list and then fetch messages or notes for the specific conversation selected by your workflow. Conversation message lists have their own limits, so follow their schema instead of applying assumptions from agents or contacts. 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 for information that should be explicit to the team, update it when the source changes, and delete it only through a deliberate retention policy. Do not confuse a note with a raw chat message or infer it is an immutable audit record.
Conversation deletion removes a resource and should be gated behind administrative review where appropriate. Before deletion, confirm the organization, agent, and conversation identifiers, export any data your policy requires, and capture the API outcome. Use the Help Desk guides for user-facing ticket workflow; this guide is for backend integration behavior.