REST API: inbox and teams

Inbox automation works on tickets and teams, not on anonymous chat text. Before you assign a ticket, change its status or team, reply, add a note, close it, or resume AI, fetch the ticket and its thread. A takeover changes the ownership of a ticket. Show this change to the human team. Do not let competing workers repeatedly take over the same ticket.

Teams have their own membership lifecycle. Before you add or remove a person, read the team state and the member state. Use team deletion only for planned cleanup, after you reroute the tickets. Inbox list pagination differs from the common after cursor pattern. Read the route schema. Do not reuse a generic list helper.

AI Compose and Copilot draft help a human workflow. They do not send a reply by themselves. Before your integration calls the ticket reply endpoint, a responsible actor must review the proposed content. Log ticket identifiers and error codes. This makes routing and permission failures easy to investigate.