HellouOne

Add an agent to an inbox so they can see and reply to its conversations.

Add a person to a team.

Assign Conversation. Assign a conversation to an agent or a team.

Run the compliance check on a WhatsApp Flow and read the findings: structure problems (a screen nothing navigates to, a missing footer, text past its limit) and WhatsApp policy problems (asking for card numbers, targeting minors, a category that does not match the content). Each finding names the rule, its severity and the JSON pointer it fired on. publishable is false while any error stands.

Get Contactable Inboxes. Get List of contactable Inboxes.

Add Labels. Sets the labels of a contact to exactly the list sent: a label left out is removed, so send the current labels with the new ones to keep them.

Contact Conversations. Get conversations associated to that contact.

Contact Filter. Filter contacts with custom filter options and pagination.

Create contact inbox. Create a contact inbox record for an inbox.

Add Labels. Sets the labels of a conversation to exactly the list sent: a label left out is removed, so send the current labels (from get_conversation) with the new ones to keep them.

Conversations Filter. Filter conversations with custom filter options and pagination.

Conversations List. List all the conversations with pagination.

Get Conversation Counts. Get open, unassigned and all Conversation counts.

Create a custom filter. Create a custom filter in the account.

Create New Message. Create a new message in the conversation.

Create an automation rule: when EVENT happens and CONDITIONS match, run ACTIONS. The conditions and actions schemas list the exact attribute keys, operators and values each event accepts — use those, not values you have seen elsewhere. Read list_labels / list_agents / list_teams / list_inboxes for the ids and titles an action or condition needs. The assistant cannot create rules that call an external address or send attachments.

Create a new canned response (saved reply). short_code is what an agent types after "/" to insert it; content is the text that gets inserted.

Create a new contact. A contact needs at least a name; email, phone_number and identifier must each be unique in the account. This does not start a conversation.

Create a new custom attribute. attribute_key is the permanent identifier used by filters, automations and bots (lowercase letters, digits and underscores); it cannot be changed afterwards. Pass attribute_values for a list.

Add a knowledge base document the bot will answer from. Provide either content (manual text) or a public source_url to crawl.

Create a new conversation label. The title is an identifier: lowercase letters, digits, hyphens and underscores, no spaces. color is a hex value like "#6C6C6C". show_on_sidebar defaults to true, as in the dashboard.

Create a macro: a named sequence of actions an agent runs on a conversation with one click. Call list_agents, list_teams or list_labels first when an action needs an id or a label. visibility global means every agent sees it.

Create a team. Team names are stored in lowercase.

Open a new WhatsApp Flow draft from a gallery template on the WhatsApp Cloud inbox named. The draft reaches no customer until it is published.

Delete a custom filter. Delete a custom filter from the account.

Delete a message. Delete a message and it's attachments from the conversation.

Delete an automation rule. Consider toggle_automation_rule instead when the administrator may want it back.

Delete a canned response. Replies already sent with it are not affected.

Delete a contact. Its conversations and their messages go with it and cannot be restored. A contact who is online right now cannot be deleted.

Delete a custom attribute. The values already stored on conversations or contacts stop being shown.

Delete a knowledge base document and its indexed chunks.

Delete a label. It disappears from every conversation that carries it and from automations that add it.

Delete a macro. Conversations it already acted on are not affected.

Delete a team. Its members keep their access; conversations assigned to the team lose that assignment.

Delete a WhatsApp Flow draft. Drafts only: a published flow is retired with deprecate_whatsapp_flow instead, which keeps its history and answers.

Deprecate a published WhatsApp Flow: it can no longer be sent to customers, while its versions and the answers customers already gave are kept. Only a published flow can be deprecated, and it cannot be brought back — a replacement is a new draft.

Run a macro. Runs a macro's actions on the conversations named, in the background, as the person making the request. The response does not wait for the actions to finish.

Get the account name, locale, domain, support email, status and enabled features.

Per-agent performance over the last N days: conversations handled and average resolution, first response and reply times in seconds. Rows are keyed by agent id — call list_agents to name them.

Read Settings → Assignment: the agent visibility mode (who sees which conversations), whether auto-assignment only picks agents who are online, whether a customer's thank-you after a resolve keeps the conversation resolved, and the priority tier of every inbox and team member. Call before making any assignment or visibility change.

Describe what an AI agent is made of. Every configuration section, flow step kind and rule condition an AI agent can use, each with English and Spanish labels and its JSON Schema, plus the models an agent may run on and which of the bot features this account has. A form or flow editor can be generated from it without knowing any kind in advance. Administrators only..

Read what this account has already told us about its business: what it sells, who writes in, the tone it wants, its languages, opening hours and escalation policy. Call this before asking the administrator anything about their business, and before writing or rewriting a bot persona.

Get a call. One call from the history. Returns 404 for a call in a conversation you cannot open. Requires feature: whatsapp_calling.

Get a connector. Returns one connector card with the account's install, if any. Poll this after connecting or changing a connector: attaching it to each bot happens in the background, and install.bots[].status / install.attach_summary show progress. Administrators only. Requires feature: bot_connectors.

Get one contact with its attributes.

Get one conversation by its number: status, priority, inbox_id, labels, the assignee, team and contact (id and name each, null when unset), unread_count, and created_at / last_activity_at as unix seconds.

Conversation totals for this account over the last N days: conversations, incoming and outgoing messages, resolutions, and average first response / resolution / reply times in seconds. Use it for questions about volume or response times.

Summarize the account's AI classifications (short automatic checks of a customer message or a lead) for a date range. use_cases: each account-level use case (fb_lead, consent_intent, sentiment, campaign_reply, inbox_routing, courtesy) with its mode (off, shadow, review, enforce) and the effective mode, capped by platform_mode. bots: AI agents with smart routing on. by_purpose: per use case, ok / failed / skipped (with reason codes) and acted, the number that changed something in the range. bands: per question, how many crossed the bar to act or to ask a person; one conversation can cross several. usage: classifications this billing period and the plan allowance (null = no limit).

List all the Integrations. Get the details of all Integrations available for the account.

Get an agent bot details. Get the details of an agent bot in the account.

Get a automation rule details. Get the details of a automation rule in the account.

Get a custom attribute details. Get the details of a custom attribute in the account.

Get a custom filter details. Get the details of a custom filter in the account.

Get one inbox with its full settings (greeting, business hours, CSAT, auto-assignment) and the AI agent attached to it (agent_bot: id and name, null when none is).

Show Inbox Agent Bot. See if an agent bot is associated to the Inbox.

List Agents in Inbox. Get Details of Agents in an Inbox.

Get one knowledge base document including its content.

How many conversations are open right now, and how many of those are unattended, unassigned or pending. A snapshot, not a period: it ignores any date range.

Get an AI agent's definition. Returns the whole definition of an AI agent (an agent bot of type native) as one document: its agent settings, every configuration section, its handover areas, its pre-AI rules and its tools. Send it back, edited, to the update endpoint together with the version you read. Administrators only. Requires feature: native_bots.

Read the setup checklist: which track the account picked (ai = a bot answers first, human = the team answers), and which steps are done (business profile, inbox, bot on the inbox, team invited, first conversation). Use it to say what is left to set up.

Customer sentiment over the last N days (Reports -> Sentiment), one conversation at a time. summary: conversations read (unread = could not be read, left out of rates), ending_negative_rate, net_sentiment (% closing positive minus % closing negative, -100..100), opened_negative and recovery_rate (of the conversations that opened negative, how many closed neutral or positive), worsened_rate, attention_now. matrix: opening -> closing counts. breakdown.agents credits the outcome to whoever handled the conversation at its last burst (handler bot = the AI agent); judge agents by recovery_rate, never by how many negatives they inherited, and say when a row is low_sample. Also frustration by inbox, flags (asked for a person, churn risk, abusive language, minutes until an agent replied), quality (CSAT by closing sentiment, response and resolution times by opening sentiment) and the conversations that need attention now (attention: the 10 most recently active; summary.attention_now is the total). Sentiment is recorded only when it runs in enforce; all zeros usually means it is off or still in shadow -- say so. Call it "sentimiento" in Spanish, never "ánimo" (frustration levels: tranquilo, molesto, frustrado, hostil). Suggest reviewing the AI agent only when breakdown.agents has a bot row with conversations; a conversation an agent handled or nobody did needs a reply or an assignee, not a bot check.

Get one team: its name, description and whether conversations are auto-assigned to its members.

Per-team performance over the last N days, same metrics as get_agent_report. Rows are keyed by team id — call list_teams to name them.

Read one WhatsApp Flow: its screens, the wording inside each component with the JSON pointer it lives at, and the latest compliance report summary. Only wording is returned; the endpoint configuration, handlers and bindings are not. A very large flow is shortened and says so.

Invite a new agent by email. The invitation always uses the agent role; promote later with update_agent_role.

List the AI agents available to this account: id, name, description and type.

List the agents and administrators of this account (id, name, email, role, availability). Platform staff accounts are not listed. Call before inviting, removing or changing the role of a person, or adding someone to an inbox or team.

Get Account reports. Get Account reports for a specific type, metric and date range.

List all custom filters. List the saved filters (custom views) of the person making the request, for one kind of list - conversations by default, or contacts or reports with filter_type.

List Labels. Lists all the labels of a contact.

List Labels. Lists all the labels of a conversation.

List the automation rules of this account (event, conditions, actions, active flag).

List calls. WhatsApp call history, newest first. A call is visible exactly when its conversation is: an administrator sees every call in the account, an agent only the calls of conversations their visibility setting lets them open. Filter by contact or conversation to show a customer's call history; pair with the call_started and call_ended webhooks to keep another system in step. Requires feature: whatsapp_calling.

List the canned responses (saved replies) of this account.

List the external services the account can connect to its bots (CRM, appointments, store, help desk, payments, invoicing, a lookup table): which are connected, on which bots (with the attach status of each), and which actions are enabled. Use it when the administrator asks what the bot can do with an outside service (for example HubSpot, Clientify, Pipedrive, GoHighLevel, DataCRM, Calendly, Cal.com, Shopify, WooCommerce, Zendesk, Freshdesk, Stripe, Mercado Pago, Alegra, Airtable), or whether one is connected; the answer lists every one this account can use. Connecting, replacing a token or disconnecting happens in the Connectors gallery (LIA → Marketplace → Connectors) by the administrator; never ask for an API token in chat and never offer to enter one.

List the contacts of this account, most recently active first, 15 per page. meta.count is the total — use it to answer "how many contacts do I have" without paging through them. It counts the same contacts the Contacts page shows: those with an email, a phone number or an identifier. A record with only a name is not counted there, so say "contacts with contact details" rather than claiming the account has none.

List the messages of one conversation, oldest first: the latest 20, or with before (a message id) the 20 that came before that message. Each has its content, message_type (incoming, outgoing, activity, template), private (an internal note), the sender's type and name, created_at as unix seconds and its attachments (file_type and data_url).

List the CRMs this account can keep in sync on its own (GoHighLevel, HubSpot, Pipedrive, DataCRM): which are connected, what each one syncs (syncing, already in words — say them in the administrator's language), when it last synced, and its last error code (invalid_token / unauthorized = the token was revoked, missing_scopes = it lacks a permission, webhook_failed = CRM edits are not coming back). crm_edits_setup says how CRM edits reach this account: manual = the administrator must paste this account's inbound webhook URL into the CRM (a GoHighLevel workflow or HubSpot app webhook); that URL contains a secret and is shown only on Settings -> Integrations -> CRM -> , so send them there and never write or guess it. It is not the outgoing webhooks of Settings -> Webhooks. automatic = registered by us (Pipedrive) or checked by us every 15 minutes (DataCRM, which has no webhooks); automatic_pending = not registered yet, reconnecting fixes it. This is different from Connectors, which are tools the AI agents use mid-chat. Connecting, changing a token or a switch happens in Settings -> Integrations -> CRM; never ask for a token in chat.

List the custom attributes of this account for one model (conversation_attribute or contact_attribute). Call before creating or changing one, and to learn the attribute_key an automation rule or bot can filter on.

List the guided tours available on the dashboard: slug, title and description.

List the inboxes (channels) of this account with their settings. Call before changing an inbox or when the admin mentions a channel, WhatsApp number, website widget or inbox by name.

List the knowledge base documents the bot answers from (title, category, source, ingestion status). Call before creating, updating, deleting or re-ingesting a document.

List the conversation labels of this account.

List the macros (multi-step agent shortcuts) of this account.

List the marketplace templates available to this account: ready-made personas, AI agent tools, AI agents and WhatsApp Flows. kind filters to persona, bot_tool, workflow or whatsapp_flow.

List conversations by sentiment. The conversations behind a cell of the sentiment report: filter by opening and closing sentiment, a risk flag, worst frustration, who handled it, an agent, an inbox or a team. Same range rules as the report; at most 50, latest first. Administrators only. Requires feature: ai_decisions.

List the members of one team (id, name, email, role, availability). Every member is listed, including platform staff accounts that were added to the team.

List the teams of this account.

List the WhatsApp Flows of this account: Meta's native in-chat forms (appointment booking, lead capture, surveys), each owned by a WhatsApp inbox and either a draft, published, deprecated, blocked or throttled. The administrator manages them at Settings -> WhatsApp Flows. Filter by inbox_id (call list_inboxes first) or by status. Every flow is returned, so the number of rows is the number of flows.

List a flow's sessions. The contacts a flow was sent to, newest first. By default only completed sessions — the submissions — dated by when they were submitted; any other status is dated by when the flow was sent. Test sends from the flow editor are left out unless include_test=true. The list carries no answers. Add include=answers to export them: the real values, sensitive ones included, exactly as the conversation's Reveal answers shows them. Every session revealed this way is recorded in the account's audit log under the calling user, so page through only what you need. Answers are removed after the account's retention window; such a session comes back with answers_purged: true. Administrators only. Requires feature: whatsapp_flows.

Create New Conversation. Creating a conversation requires the source_id of the contact in the target inbox. Create or look it up with the contact inboxes endpoints (POST /contacts/{id}/contact_inboxes, GET /contacts/{id}/contactable_inboxes).

Rewrite wording inside a WhatsApp Flow draft, and nothing else. Each patch is a JSON pointer (from get_whatsapp_flow: the component's path plus "/" plus the property, e.g. /screens/0/layout/children/1/label) and the replacement string; at most 20 per call, applied all or nothing. Two things are refused outright, so do not attempt them: a pointer that does not land on a text property (a screen id, an action name, a component type, a payload key) is refused with the path named, and a flow that is not a draft cannot be patched at all — a published flow has to be superseded by a new draft. A value that holds a ${...} reference is a binding, not wording, and is left alone. Always pass the lock_version get_whatsapp_flow returned for this flow: it is what proves the patch was written against the document as it stands, and a patch without one cannot be applied.

Publish a WhatsApp Flow draft: it is uploaded to Meta and becomes sendable to customers. Only a draft can be published, and only when the stored compliance report was run on the draft as it is now and carries no errors — so call check_whatsapp_flow first and fix what it reports. Publishing is not reversible: a published flow is retired with deprecate_whatsapp_flow, not edited.

Re-ingest (re-indexing) a knowledge base document, e.g. after its source page changed or ingestion failed.

Remove a person from this account. Their conversations stay; they lose access.

Remove an agent from an inbox.

Remove a person from a team.

Save what the administrator told you about their business. Only the fields you pass change; the rest are left as they are. Write it in the administrator's own words and in their language, not as a summary. Call get_business_profile first so you do not overwrite something that is already right.

Find contacts by name, email, phone number, identifier or company name. Call this before making a change to a contact, to get its id.

Connect a bot to an inbox, pausing/resuming it (status active|inactive) or disconnecting it (agent_bot_id null with no status).

Turn an automation rule on or off without changing what it does.

Toggle Priority. Sets the priority of a conversation. none or null clears it.

Toggle Status. Toggles the status of the conversation between open and resolved.

Update a custom filter. Update a custom filter's attributes.

Change the role of a person in this account (agent or administrator).

Update Agents in Inbox. All agents except the one passed in params will be removed.

Update Agents in Team. All agents except the one passed in params will be removed.

Change Settings → Assignment. visibility_mode is a ladder, each rung showing more than the one below: assigned_only, team, team_unassigned, inbox_all, account_all. online_only_assignment makes auto-assignment skip agents who are away (it falls back to everyone eligible when nobody is online). courtesy_after_resolve keeps a conversation resolved when the customer only says thanks or goodbye within courtesy_window_hours (1 to 168) of the resolve -- no reopen, no new conversation, no AI agent reply. inbox_priorities / team_priorities set the tier of a member: 1 takes work first, 10 last, ties round-robin. Only what you pass changes. Read get_assignment_settings first; a visibility change affects every agent in the account.

Change an automation rule. Send ONLY the fields you are changing: conditions and actions replace the previous ones whole, and the lists you read back have their outgoing addresses hidden, so never resend a list you only read — rebuild it or leave it out.

Change the short code or the text of a canned response. Only the fields you pass change.

Change a contact: its name, email, phone number, identifier or attributes. Only the fields you pass change; custom_attributes you pass are merged with the ones already stored.

Update Conversation. Update Conversation Attributes.

Change the display name, description, values or validation of a custom attribute. The attribute_key and the model cannot change: create a new attribute instead. Only the fields you pass change; a null description clears it.

Make changes to an inbox: name, greeting, auto-assignment, CSAT survey, single-conversation lock, business hours flag, timezone or out-of-office message. Only the fields you pass change; null clears the greeting or out-of-office message.

Update the title, category, content or source URL of a knowledge base document. Re-ingestion runs after the change.

Change a label: its title, description, colour or whether it shows in the sidebar. Renaming a label renames it on every conversation that carries it. Only the fields you pass change.

Change a macro. Pass the FULL list of actions you want it to have — actions replace the previous ones, they are not merged. visibility is required, because saving a macro always sets it.

Rename a team or changing its description / auto-assignment. Team names are stored in lowercase.

Set how a website inbox's chat widget looks and behaves: colours, light/dark theme, header style, the screen it opens on, per-language greetings and launcher text, launcher side/icon/offsets, the help-center deflection mode, and whether "Powered by HellouOne" shows (hiding it needs a plan that allows it). Buttons follow brand_color unless the widget has an action_color of its own, so say so when changing it. Installed widgets pick the change up on their next page load. Only the fields you pass change; read get_inbox first.

Set the business hours of an inbox: one entry per weekday (0 = Sunday … 6 = Saturday), each either closed_all_day, open_all_day, or an open/close time. Send all seven days — the schedule replaces the previous one. Pair it with update_inbox working_hours_enabled to actually apply the schedule, and with out_of_office_message for what customers see outside them.