content
String
Conversation
A conversation — a communication thread between a customer and the support team. Conversations are created from integrations (Messenger, email, WhatsApp, Facebook, Instagram, TikTok, etc.) and managed through the inbox workflow (assignment, status, tags).
Use conversations to search/list, conversationDetail for one conversation, and conversationMessages for its messages.
object
ConversationFields
_id
String!
Unique conversation identifier.
The latest text content or snippet of the conversation, used for list previews.
integrationId
String
The Integration (channel) this conversation originated from.
customerId
String
The customer participating in this conversation.
departmentId
String
The department this conversation is routed to.
userId
String
The user/agent who created or owns this conversation.
assignedUserId
String
The user/agent currently assigned to handle this conversation.
Set via conversationsAssign, cleared via conversationsUnassign.
participatedUserIds
[String]
User IDs of agents participating in this conversation.
readUserIds
[String]
User IDs of agents who have read this conversation.
createdAt
Date
When this conversation was created.
updatedAt
Date
When this conversation was last updated.
slaTime
Float
SLA elapsed idle time in minutes (time since the customer started waiting for a response).
slaConfig
Float
Configured SLA threshold in minutes.
idleTime
Float
Idle time in minutes.
Deprecated — use slaTime instead.
idleTimeConfig
Float
Configured idle time threshold in minutes.
Deprecated — use slaConfig instead.
isCustomerRespondedLast
Boolean
Whether the customer sent the most recent message.
lastCustomerMessageAt
Date
Timestamp of the last customer message.
lastUserMessageAt
Date
Timestamp of the last agent message.
customerWaitingStartTime
Date
When the customer started waiting for a response.
averageResponseTime
Float
Average agent response time in seconds.
totalResponseTime
Float
Total cumulative response time in seconds.
responseCount
Int
Number of agent responses in this conversation.
status
String
Current workflow status. See ConversationStatus for the full
enum. Change with conversationsChangeStatus.
snoozedUntil
Date
When a snoozed conversation will auto-reopen.
null if indefinite or not snoozed.
messageCount
Int
Total number of messages in this conversation.
number
Int
Auto-incremented conversation number for display.
tagIds
[String]
Tag IDs applied to this conversation.
messages
The most recent messages in this conversation.
Prefer conversationMessages for paginated history.
tags
[Tag]
Resolved tags applied to this conversation.
customer
The customer associated with this conversation.
integration
The Integration (channel) this conversation came from.
user
The user/agent who owns this conversation.
assignedUser
The agent currently assigned to this conversation.
assignedDepartment
The department this conversation is routed to.
participatedUsers
[User]
Users participating in this conversation.
readUsers
[User]
Users who have read this conversation.
participatorCount
Int
Number of participants in this conversation.
customFieldsData
JSON
Custom field values as a JSON object keyed by field id.
Set with conversationEditCustomFields; field definitions
come from inboxFields.
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