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latestOpenAPI 3.0.32026-08-20147323331.7 KB

a7231589e927

messages

Reply to an issue

Sends a customer-facing reply on an issue, visible to the requester.

message_id is required to identify which existing customer-visible conversation or thread to continue. Use the top-level message id returned by GET /issues/{id}/messages; do not use an external provider's message ID or the nested email_info.message_id value.

For an email conversation, email_info must contain at least one recipient across to_emails, cc_emails, and bcc_emails. The referenced message controls email threading, but its recipients are not copied automatically.

Rate limit: 10 requests per minute

post/issues/{id}/reply

Path parameters

idstring required

The ID of the issue.

Request body

attachment_urlsstring[]

URLs of files to attach to this reply.

body_htmlstring required

The body of the message in HTML.

contact_idstring

Optional contact ID to post the message as. Only one of user_id or contact_id can be provided.

message_idstring required

The top-level Pylon message ID to reply to, from the id field returned by GET /issues/{id}/messages. The message must belong to the issue in the request path and must be customer-visible, not an internal note. This selects the external conversation or thread where the reply is delivered. For email, it also sets the In-Reply-To and References chain. Do not use a provider-specific message ID or email_info.message_id.

user_idstring

Optional user ID to post the message as. Only one of user_id or contact_id can be provided.

Example request

{
  "custom_source": {
    "metadata": {
      "conversation_id": "conv_123",
      "source": "wechat"
    }
  }
}

Response

request_idstring

The request ID for tracking.