A reply of a conversation (user’s reply, operator’s reply, assignment reply, conversation note, adding a tag etc.)
id: ID
Unique reply identifier.
created: timestamp
Reply creation time.
edited: Optional[timestamp]
Last time the reply has been edited. If it hasn't - null
.
removed: Optional[timestamp]
Time the reply has been removed (as a result of GDPR removal for instance). null
if not removed.
conversation: ID
If not included manually, this fields will contain conversation identifier this reply is attached to.
part_group: ID
Question ID (ConversationPartGroup
), this reply is attached to.
body: str
Reply text if it expects some content. If not - empty string.
body_json: Dict
Some reply types require complex structure of body
. For instance, pop-ups created with builder.
There content is passed as a complex dictionary in this field.
direction: str
Deprecated. It is better to use reply type instead (type
field).
Reply direction: whether it was sent from operator to user (a2u
) or back (u2a
).
type: string
Reply type. Options are:
reply_user
- chat user reply from chat or messengerreply_admin
- operator reply (or administrator)auto_reply
- automatic reply sent by our systemnote
- operator's note not seen to usertag_added
, tag_deleted
- system reply of adding/deleting a tagassigned
- system reply about operator assigned/remove from conversationclosed
- system reply about closing the conversationfinal_closed
- deprecated. System reply, marking a question has been answereddelayed
- system reply, indicating that conversation has been delayedchannel_changed
- system reply, indicating that channel of the conversation has changedvote
- system reply which give user ability to leave vote about support qualityarticle
- operator reply with knowledge base articlechat_bot_admin
- chat-bot reply which does not expect any action from the userchat_bot_user
- chat-bot reply expecting some action from the user (buttons, type field, link etc.)service
- system reply with service actions (from integration, for instance)from
Depending on reply type it can be:
type=reply_user
type=reply_admin
)sent_via: str
Reply source. Options are:
web_user
- sent via our chat by useremail_user
- sent via email by userweb_panel
- sent via web admin panel by operatoremail_admin
- sent via email by operator (as a response to user's message)app_android
, app_ios
, app_chrome
, app_desktop
- sent via Android/iOS/Chrome/Windows application by operatormessage_auto
, message_manual
, message_chat_bot
- sent as auto or manual message or chat botapi
- sent via APIintegrations
- sent via integrationssystem
- sent by system (usually, conversation type=service
)auto_reply
- sent by system as auto reply to user replymeta_data: Dict
Additional data, different for different reply types.
Can contain information about vote left, user action in chat bots etc.
reply_type: str
Reply type expected as answer for this reply.
Options: text
, email
, phone
, no
.
actions: Optional[Array[Action]]
Array of objects, describing actions which can be performed by user in this reply.
Used by chat bots for buttons, type fields etc.
external_id: Optional[str]
Reply Id in external integration, if it has been sent via such service.
conversation: Conversation
If field is enabled explicitly, Conversation object is returned.
assignee: Admin
This field is present only for reply with type="assigned"
.
Admin object describing operator to whom this conversation has been assigned.
tag: str
This field is present only for reply with type="tag_added"
or type="tag_deleted"
.
Tag name the operation is performed with.
channel: ID / 0
This field is present only for reply with type="channel_changed"
.
Channel ID, to which conversation is put. 0
means channel removal.
inbound_email: ID
ID of InboundEmail object, describing original e-mail if it has been sent through email.
read: boolean
Whether reply has been read or not. This is not sent for operator or system replies.
first: boolean
If reply is first in Conversation or not. Is present only for first replies.
attachments: Array[Attachment]
Attachment objects array. Attachments to reply.
It is returned only if there is at least one attachment.
random_id: str
This fields is used in order to match reply received from Realtime services and reply creation request result.
This field is returned only for Web API requests which create replies which send random_id
parameter.
{
"id": 2030901,
"created": 1436620221,
"first": true,
"conversation": 1882298,
"body": "Hello",
"from": {
...
},
"read": false,
"type": "reply_django_user",
"sent_via": "web_panel",
"inbound_email": 123,
"attachments": [{
...
}]
}