Gladly Conversations API
## ConversationA **Conversation** in Gladly contains the timeline of activity for a customer including communications to and from your organization along with other internal and external activity.Conversations API enables you to interact with the customer conversation timeline.## Conversation ItemsA number of different types of items may appear in a customer's timeline. Each is described below.| Item Type | Item Definition | Create | Read | Update | Delete | Media ||-------------------------------|----------------|--------|------|--------|--------|--------|| Chat Message | A message sent/received via the [Chat](https://help.gladly.com/docs/add-and-configure-chat-entry-points#) channel | Yes | Yes | No | No | No || Conversation Status Change | Conversation status changed (e.g.: from OPEN to WAITING, or OPEN to CLOSED) | Yes | Yes | Yes | No | No || Customer Activity | Non-routable customer activity added to customer timeline via API | Yes | Yes | No | Yes | No || Email | A message sent/received via the [Email](https://help.gladly.com/docs/add-and-configure-email-entry-point) channel | Yes | Yes | No | No | No || Facebook Messenger Message | A message sent/received via the [Facebook Messenger](https://help.gladly.com/docs/set-up-and-configure-facebook-messenger) channel | Yes | Yes | No | No | No || Instagram Direct | A message sent/received via the [Instagram](https://help.gladly.com/docs/set-up-and-configure-instagram-messaging) channel | No | Yes | No | No | No || Note | An internal [Note](https://help.gladly.com/docs/add-a-note-to-a-conversation) on the Customer conversation | Yes | Yes | No | No | No || Phone Call | A [Phone Call](https://help.gladly.com/docs/add-and-configure-voice-entry-points) placed/received on Gladly | No | Yes | No | No | Yes || SMS Message | A message sent/received via the [SMS](https://help.gladly.com/docs/add-and-configure-sms-entry-points) channel | Yes | Yes | No | No | No || Task | A [Task](https://help.gladly.com/docs/what-is-a-task) on a Customer's profile | Yes | Yes | Yes | No | No || Topic Change | A [Topic](https://help.gladly.com/docs/what-are-topics) added or removed on a Conversation | Yes | Yes | No | Yes | No || Twitter (decommissioned as of 04/20/23) | A message sent/received via the [Twitter](https://help.gladly.com/docs/setup-and-configure-twitter-direct-messages) channel | No | Yes | No | Yes | No || Voice AI Message | A spoken message exchanged with Gladly's voice AI during a voice AI session | No | Yes | No | No | No || Voicemail | A Voicemail received | No | Yes | No | No | Yes || WhatsApp | A message sent/received via the WhatsApp channel | No | Yes | No | No | No |### Chat MessageContent of messages sent between Gladly and customers through Gladly Chat.### Conversation Status ChangeRecord of a change in the status of a conversation.### Customer ActivityInformation about activities customers participated in, for example, emails they received, issues in another system, or customer satisfaction surveys they answered.These can be created through the API to bring in information from other systems.Adding an activity to the customer timeline is not customer facing.For example, posting an email activity to the timeline does not send an email to the customer.### EmailContent of emails sent between Gladly and customers.### Facebook Messenger MessageContent of messages sent between Gladly and customers on Facebook Messenger.### Instagram DirectContent of messages sent between Gladly and customers on Instagram Direct.### NoteContent of the note recorded in Gladly.### Phone CallInformation about phone calls that took place between Gladly and customers.### SMS MessageContent of SMS text messages sent between Gladly and customers.To send SMS messages to customers through the API, see [Send SMS](#operation/sendSMS).### TaskInteracting with tasks through the conversations API is deprecated. Use [Tasks API](#tag/Tasks) instead.### Topic ChangeRecord of an agent adding or removing a topic from a conversation in Gladly.### Twitter (decommissioned as of 04/20/23)Content of messages sent between Gladly and customers on Twitter.### Voice AI MessageA spoken message exchanged between a customer and Gladly's voice AI during a voice AI session.### VoicemailInformation about voicemail left by customers in Gladly.### WhatsAppContent of messages sent between Gladly and customers on WhatsApp.
Gladly Conversations API is one of 28 APIs that Gladly publishes on the APIs.io network, described by a machine-readable OpenAPI specification.
This API exposes 10 JSON Schema definitions.
Tagged areas include Conversations. The published artifact set on APIs.io includes an OpenAPI specification, API documentation, an API reference, a getting-started guide, authentication docs, a JSON-LD context, and 10 JSON Schemas.
This API exposes 19 operations across 17 paths, and defines 3 schemas. It is described by OpenAPI 3.0.1, at version 1.0.
Requests are made against 2 base URLs: https://{organization}.gladly.com/api/v1, https://{organization}.gladly.qa/api/v1.
Metadata
The identity and technical contract details declared by the specification.
Authentication & Security 2
Gladly Conversations API declares
2 security schemes
for authenticating requests.
It accepts HTTP basic authentication (BasicAuth).
It accepts HTTP basic authentication (basicAuth).
By default, every request must be authenticated.
BasicAuth— Gladly API uses token-based Basic Authentication. API tokens are associated with designated Gladly users. To create and use an API token, your user must have t…basicAuth— HTTP Basic auth — username is the API user email; password is the API token. Requires the "API User" permission.
Paths & Operations 19
Across 17 paths, the API surfaces 19 operations — 3 DELETE, 8 GET, 1 PATCH, 7 POST. Each is listed below with its method, path, parameters, and response codes.
Conversation A Conversation in Gladly contains the timeline of activity for a customer including communications to and from your organization along with other internal and externa…
Schemas 3
The contract defines 3 schemas that model the data the API accepts and returns. The most detailed are Error (3 properties), NotFoundErrors (1 property), Errors (1 property). Each schema is shown below with its type and property counts.
Specification
The full machine-readable OpenAPI contract behind this narrative.
Source
More from Gladly 12
Other APIs Gladly publishes across the network.
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