v1

latestOpenAPI 3.1.02026-07-24111290748.0 KB

Ticket Messages

Create a message

Create a message and either:

not send it if the attribute sent_datetime is filled. If you import a message that was already sent, make sure to set this value.
send it to the recipients if the attribute sent_datetime is empty.
add it to the ticket as an internal note if you specified this channel. Internal notes are not sent to your customers.

When a message is created, it does not mean that this one has been sent because the creation and sending process are decoupled. Messages are basically sent asynchronously. Once a message has been sent, Gorgias will automatically update the message to fill the time when it was sent (sent_datetime).

post/api/tickets/{ticket_id}/messages

Path parameters

ticket_idinteger required

The ID of the ticket to create a message in.

Query parameters

action'force' | 'retry' | 'cancel'

Example:force

Policy applied on external actions associated with the message if they failed. Three actions are possible:

force: bypass the failed action and try to execute the remaining one and to send the message
retry: retry the failed action
cancel: delete the TicketMessage

Request body

body_htmlstring

HTML version of the body of the message

body_textstring

Text version of the body of the message

created_datetimestring date-time

When the message was created

deleted_datetimestring date-time

When the message was deleted

external_idstring

ID of the message in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.

failed_datetimestring date-time

When the message failed to be sent. Messages that couldn't be sent can be resent.

from_agentboolean required

Whether the message was sent by your company

headersobject

Headers of the message

integration_idinteger

ID of the Integration used to send the message

message_idstring

ID of the message on the service that sent the message. It can be the ID of an email, a Messenger message, a Facebook comment, etc...

opened_datetimestring date-time

When the message was seen by its recipient

publicboolean

Whether the message is public. Only internal notes are private.

sent_datetimestring date-time

When the message was sent. If omitted, the message will be sent by Gorgias.

stripped_htmlstring

HTML version of the body of the message without email signatures and previous replies.

stripped_signaturestring

Signature stripped from the body of the message

stripped_textstring

Text version of the body of the message without email signatures and previous replies.

subjectstring

Subject of the message

How the message has been received or sent from Gorgias

importedboolean

Whether the message was created by a historical import.

mention_idsinteger[]

List of User IDs to mention along with the internal note.

Response

The created message.

idinteger required

ID of the message.

uristring required

URI of the message.

message_idstring required

ID of the message on the service that sent the message.It can be the ID of an email, a Messenger message, a Facebook comment, etc...

ticket_idinteger required

The ID of the ticket the message is associated with.

external_idstring required

ID of the message in a foreign system (Aircall, Zendesk, etc...). This field is not used by Gorgias, feel free to set it as you wish.

publicboolean

Whether the message was sent/receive by a customer. Internal notes are not public.

integration_idinteger required

ID of the integration that either received or sent the message.

rule_idinteger required

ID of the rule which sent the message, if any.

from_agentboolean required

Whether the message was sent by your company to a customer, or the opposite.

subjectstring required

The subject of the message.

body_textstring required

The full text version of the body of the message, if any.

body_htmlstring required

The full HTML version of the body of the message, if any.

stripped_textstring required

The text version of the body of the message without email signatures and previous replies.

stripped_htmlstring required

The HTML version of the body of the message without email signatures and previous replies.

stripped_signaturestring required

actionsobject[] required

A list of actions executed before the message was sent. These actions are set by macros.

headersobject

Message headers. Used for email messages.

importedboolean required

Whether the message was created by a historical import.

{"stackTrail":"components:schemas:TicketMessage:properties:meta","oasType":"schema","type":"unknown","title":"meta","description":"Metadata associated with the message.\n\nYou can use this field to store structured information (key-value data) about the message.\n\nReserved keys:\n\n- `current_page`: The page from where the user is currently chatting.\n- `relevant_content_indexes`: Indexes containing relevant text of the message.\n- `is_quick_reply`: Whether the message is a \"quick reply\".\n- `campaigns`: ID of the chat campaign the message is replying to.\n- `campaigns_id`: ID of the chat campaign that sent this message.\n- `self_service_flow`: An object containing metadata of the self-service flow associated to the message.\n","example":{}}

created_datetimestring date-time required

When the message was created.

processed_datetimestring date-time required

When the message was processed by Gorgias. Differs from created_datetime which refers to the external service.

deleted_datetimestring date-time

When the message was deleted.

sent_datetimestring date-time required

When the message was sent. If omitted, the message will be sent by Gorgias.

failed_datetimestring date-time required

When the message failed to be sent. Messages that couldn't be sent can be resend.

opened_datetimestring date-time required

When the message was opened by the primary receiver.

is_retriableboolean required

It determines if the message can be retried or not.

Example response

{
  "id": 924712,
  "message_id": "<123345676453.2445.234@web>",
  "ticket_id": 12,
  "external_id": "MSG-78545",
  "public": true,
  "integration_id": 28643,
  "intents": [
    {
      "name": "discount/request"
    }
  ],
  "rule_id": 89465,
  "from_agent": true,
  "subject": "Re:Refund request",
  "body_text": "Hello,\n\n        I can't place an order on your site, it says: I don't have enough credit.\n        How can I add some credits?\n\n        Cheers,\n        John Doe\n        ",
  "body_html": "Hello,<br><br>\n\n            I can't place an order on your site, it says: I don't have enough credit.<br>\n            How can I add some credits?<br><br>\n\n            Cheers,<br>\n            John Doe\n            ",
  "attachments": [],
  "macros": [],
  "actions": [],
  "headers": {
    "My-Header": "foo"
  },
  "meta": {},
  "created_datetime": "2020-01-27T10:42:21.468912",
  "processed_datetime": "2020-01-27T10:42:21.468912",
  "deleted_datetime": "2020-01-27T10:42:21.468912",
  "opened_datetime": "2019-07-05T15:22:46.472436",
  "replied_by": {
    "integration_id": 28643,
    "created_datetime": "2020-01-27T10:42:21.468912",
    "body_text": "Hello,\n\n        I can't place an order on your site, it says: I don't have enough credit.\n        How can I add some credits?\n\n        Cheers,\n        John Doe\n        "
  },
  "replied_to": {
    "integration_id": 28643,
    "created_datetime": "2020-01-27T10:42:21.468912",
    "body_text": "Hello,\n\n        I can't place an order on your site, it says: I don't have enough credit.\n        How can I add some credits?\n\n        Cheers,\n        John Doe\n        "
  }
}