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v8

OpenAPI 3.1.02026-08-033623795.0 MB
Support channels

Create support channel

Open a new support channel between a company team member and a customer. Returns the existing channel if one already exists for that user.

Required permissions:

  • support_chat:create
post/support_channels

Request body

company_idstring required

The unique identifier of the company to create the support channel in.

custom_namestring nullable

Optional custom display name for the support channel.

user_idstring required

The user ID (e.g. 'user_xxxxx') or username of the customer to open a support channel for.

Example request

{
  "company_id": "biz_xxxxxxxxxxxxxx",
  "user_id": "user_xxxxxxxxxxxxx"
}

Response

A successful response

company_idstring nullable required

The unique identifier of the company associated with this channel. Null if this is not a support or company-scoped conversation.

custom_namestring nullable required

A custom display name assigned to this channel by the user. Null if no custom name has been set.

idstring required

The unique identifier for the entity

last_message_atstring date-time nullable required

The timestamp when the most recent message was sent in this channel. Null if no messages have been sent.

resolved_atstring date-time nullable required

The timestamp when the linked support ticket was marked as resolved. Null if unresolved or not a support chat.

Example response

{
  "custom_name": "Project Alpha Team",
  "customer_user": {
    "id": "user_xxxxxxxxxxxxx",
    "name": "John Doe",
    "username": "johndoe42"
  },
  "last_message_at": "2023-12-01T05:00:00.401Z",
  "resolved_at": "2023-12-01T05:00:00.401Z"
}