create_conversation
Start a new support conversation by setting the inbox, contact email, initial message, and initiator type. Assign an agent or team, attach media, and configure CC/BCC recipients.
Instructions
Create Conversation
Requires the conversations:write permission.
POST /api/v1/conversations
Tags: Conversations
Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| cc | No | (body) CC recipients of the first message | |
| bcc | No | (body) BCC recipients of the first message | |
| content | Yes | (body) Initial message content (Accepts HTML as well) | |
| subject | No | (body) Conversation subject | |
| team_id | No | (body) Team ID to be assigned when conversation is created | |
| agent_id | No | (body) Agent ID to be assigned when conversation is created | |
| inbox_id | Yes | (body) ID of an enabled email inbox for the conversation | |
| initiator | Yes | (body) Who initiated the conversation. 'contact' means the first message is treated as an incoming message from the contact; 'agent' means the first message is an outgoing reply from the agent. Automation rules are only evaluated for contact-initiated conversations (incoming messages); agent-initiated conversations skip automation rule evaluation. | |
| last_name | No | (body) Contact's last name | |
| send_from | No | (body) Agent-initiated only. Address to send the first message from: the inbox address or one of its verified aliases. Defaults to the inbox address. | |
| source_id | No | (body) Contact-initiated only. RFC 5322 Message-ID of the original inbound email. It is stored on the first message so replies thread on it. | |
| first_name | Yes | (body) Contact's first name | |
| attachments | No | (body) IDs of media uploaded by the caller with `POST /api/v1/media`. Media uploaded by another user is rejected with 403. | |
| contact_email | Yes | (body) Contact's email address | |
| reuse_contact | No | (body) When true, a matching existing contact is used as-is. When false and the caller has the `contacts:write` permission, the matched contact's name and email are updated and its external ID is filled in. Callers without `contacts:write` always reuse the contact as-is. | |
| external_user_id | No | (body) External identifier for the contact in your own system | |
| custom_attributes | No | (body) Custom attributes to set on the conversation. Keys that are not defined conversation custom attributes are ignored. |