Dixa Conversations API

openapi: 3.0.3
info:
  title: Dixa Agents Conversations API
  version: beta
servers:
- url: https://dev.dixa.io
security:
- ApiKeyAuth: []
tags:
- name: Conversations
paths:
  /beta/conversations/{conversationId}/anonymize:
    patch:
      tags:
      - Conversations
      summary: Anonymize conversation
      description: Request the anonymization of a conversation.
      operationId: patchConversationsConversationidAnonymize
      parameters:
      - name: conversationId
        in: path
        description: the id of the conversation to anonymize
        required: true
        schema:
          type: integer
          format: int64
      - name: force
        in: query
        description: Whether to force close the conversation if it is found in a non closed state.
        required: false
        schema:
          default: false
          type: boolean
      responses:
        '202':
          description: The conversation's anonymization request status
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/AnonymizeEntityOutput'
              example:
                data:
                  id: 87bac308-e49f-4134-84cc-96b868f1e1e4
                  entityType: ConversationAnonymizationType
                  _type: Conversation
                  initiatedAt: 2021-12-01T12:46:36.581Z[GMT]
                  targetEntityId: '10749'
                  requestedBy: b165fdaa-51d6-44b0-bfcd-5f431d623fa7
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: query parameter force'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Invalid value in request
        '404':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
        '409':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conflict'
        '500':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
  /beta/conversations/{conversationId}/messages/{messageId}/anonymize:
    patch:
      tags:
      - Conversations
      summary: Anonymize message
      description: Request the anonymization of a single message in a conversation.
      operationId: patchConversationsConversationidMessagesMessageidAnonymize
      parameters:
      - name: conversationId
        in: path
        description: the id of the conversation in which the message belongs
        required: true
        schema:
          type: integer
          format: int64
      - name: messageId
        in: path
        description: the id of the message to anonymize
        required: true
        schema:
          type: string
          format: uuid
      responses:
        '202':
          description: The message's anonymization request status
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/AnonymizeEntityOutput'
              example:
                data:
                  id: b165fdaa-51d6-44b0-bfcd-5f431d623fa7
                  entityType: MessageAnonymizationType
                  _type: Message
                  initiatedAt: 2021-12-01T12:46:36.581Z[GMT]
                  targetEntityId: 10749_1b9adc49-62f7-4056-a9c0-c18c1f25afdb
                  requestedBy: 4c7af391-b7fd-4560-9d82-b3464eef8776
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value for: path parameter messageId, Invalid value extracted from request context'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Invalid value in request
        '404':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
        '409':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conflict'
        '500':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
  /beta/conversations/{conversationId}/close:
    put:
      tags:
      - Conversations
      summary: Close conversation
      description: Mark a conversation as closed by providing its id.
      operationId: putConversationsConversationidClose
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: An optional agent/admin to close the conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CloseConversationInput'
            example:
              userId: 5a556159-9c21-4f3e-a44f-d323deb80d16
        required: false
      responses:
        '204':
          description: The conversation was successfully closed
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: body, User not found, User is not agent/admin'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
  /beta/conversations/{conversationId}/followup:
    put:
      tags:
      - Conversations
      summary: Followup conversation
      description: Follow up a conversation by providing its id and expiration timestamp.
      operationId: putConversationsConversationidFollowup
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: A request to followup the conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/FollowupConversationInput'
            example:
              timestamp: '2025-01-08T08:31:25Z'
              userId: 5a556159-9c21-4f3e-a44f-d323deb80d16
        required: true
      responses:
        '204':
          description: The conversation was successfully followed up
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: body, User not found, User is not agent/admin'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
  /beta/conversations/{conversationId}/reopen:
    put:
      tags:
      - Conversations
      summary: Reopen conversation
      description: Reopen a conversation and offer it in the same queue. Falls back to the default organization queue if the conversation has no target queue.
      operationId: putConversationsConversationidReopen
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: An optional agent/admin to reopen the conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ReopenConversationInput'
            example:
              userId: a53b25da-f676-4c52-acac-58c9280aa23d
        required: false
      responses:
        '204':
          description: The conversation was successfully reopened and offered in the same queue
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: body, User not found, User is not agent/admin'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
  /beta/conversations/{conversationId}/transfer/queue:
    put:
      tags:
      - Conversations
      summary: Transfer conversation
      description: Transfer a conversation to a target queue.
      operationId: putConversationsConversationidTransferQueue
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: Transfer conversation request
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/TransferConversationInput'
            example:
              queueId: 92f8d193-b26f-4a62-86a3-bb03ee0915e9
              userId: a53b25da-f676-4c52-acac-58c9280aa23d
        required: true
      responses:
        '204':
          description: The conversation was successfully transferred to the target queue
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: body, User not found, User is not agent/admin, Queue does not exist'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
  /beta/conversations/{conversationId}/notes/bulk:
    post:
      tags:
      - Conversations
      summary: Add internal notes
      description: Create internal notes in a conversation by providing the conversation id.
      operationId: postConversationsConversationidNotesBulk
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: The list of internal notes to create for a conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/BulkCreateInternalNoteInput'
            examples:
              Input with two internal notes created for the same conversation:
                value:
                  data:
                  - message: A sample note
                    agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                    createdAt: 2021-12-01T12:46:36.581Z[GMT]
                  - message: Another sample note
        required: true
      responses:
        '200':
          description: The created internal notes
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BulkCreateNoteOutput'
              examples:
                A list of internal notes created successfully and error message for others which failed:
                  value:
                    data:
                    - data:
                        id: eb31acbb-13f9-4ce7-abd3-44dd86266741
                        authorId: 5e8a300e-787e-47cd-af53-fc1ccc37933d
                        createdAt: 2021-12-01T12:46:36.581Z[GMT]
                        csid: 9456
                        message: A sample note
                      _type: BulkActionSuccess
                    - error:
                        message: An agent with id:... cannot be found in org.
                      _type: BulkActionFailure
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: body'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Invalid value in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
  /beta/conversations/{conversationId}/notes:
    get:
      tags:
      - Conversations
      summary: List internal notes
      description: Get all internal notes for a particular conversation by providing the conversation id.
      operationId: getConversationsConversationidNotes
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      responses:
        '200':
          description: List of internal notes for a conversation sorted from oldest to newest
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ListInternalNotesOutput'
              example:
                data:
                - id: 3346b99c-8128-4276-ac40-5f30c959e5e7
                  authorId: c68f42a5-1453-497a-940f-ff36ed4f1631
                  createdAt: '2021-01-20T09:00:00Z'
                  csid: 7392
                  message: A note to remember
                - id: 22b8e6b6-4576-4dc0-ab05-60f81e8b0708
                  authorId: 124d54bb-92d6-41c9-a675-788d6a8c821e
                  createdAt: '2021-01-22T12:00:00Z'
                  csid: 7392
                  message: A note to forget
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Invalid value in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
    post:
      tags:
      - Conversations
      summary: Add internal note
      description: Create an internal note in a conversation by providing the conversation id.
      operationId: postConversationsConversationidNotes
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: The internal note to create for a conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CreateInternalNoteInput'
            examples:
              Input with createdAt:
                value:
                  message: A sample note
                  agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                  createdAt: 2021-12-01T12:46:36.581Z[GMT]
              Input without createdAt:
                value:
                  message: Another sample note
        required: true
      responses:
        '200':
          description: The created internal note
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CreateNoteOutput'
              examples:
                created internal note:
                  value:
                    data:
                      id: eb31acbb-13f9-4ce7-abd3-44dd86266741
                      authorId: 5e8a300e-787e-47cd-af53-fc1ccc37933d
                      createdAt: 2021-12-01T12:46:36.581Z[GMT]
                      csid: 9456
                      message: A sample note
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context, Invalid value for: body, Agent was not found, Invalid date format'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
  /beta/conversations/{conversationId}/ratings/{ratingId}/submit:
    post:
      tags:
      - Conversations
      summary: Create conversation rating result
      description: Create a rating result for a specific conversation.
      operationId: postConversationsConversationidRatingsRatingidSubmit
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      - name: ratingId
        in: path
        description: The ratingId parameter has to be the ID of the offer created via invoking the /conversations/{conversationId}/ratings/offer endpoint.
        required: true
        schema:
          type: string
      requestBody:
        description: The rating result to be created for a conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CreateRatingResultInput'
            example:
              userId: d3cf6f15-1497-4e71-92f2-9b3b228352bd
              ratingResult:
                value: 4
                _type: Csat
              comment: Best customer service ever!
              submittedAt: '2024-03-11T16:39:30Z'
        required: true
      responses:
        '201':
          description: The created conversation rating result
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CreateRatingResultOutput'
              example:
                data:
                  ratingId: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                  userId: 4c5f7efa-0822-4b75-bdf5-907fa7336e0c
                  ratingResult:
                    value: 5
                    _type: Csat
                  comment: Excellent customer service!
                  submittedAt: '2024-03-11T16:39:30Z'
        '400':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
  /beta/conversations/{conversationId}/ratings/offer:
    post:
      tags:
      - Conversations
      summary: Create conversation rating offer
      description: Create a rating offer for a specific conversation.
      operationId: postConversationsConversationidRatingsOffer
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      requestBody:
        description: The rating offer to be created for a conversation
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/CreateRatingOfferInput'
            example:
              userId: b0323b42-c428-4afa-970e-20bf5bdeeec4
              agentId: eeb3bbe5-0355-4ac1-8af5-20d42a3db24b
              ratingType: Csat
              offeredAt: '2024-03-11T16:39:30Z'
        required: true
      responses:
        '201':
          description: The created conversation rating offer
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/CreateRatingOfferOutput'
              example:
                data:
                  id: 2f0122db-0824-44d7-b39a-e1f722b8c38c
                  userId: 7a65c963-b3ca-4bd4-996e-bdbcaa620219
                  agentId: db7f0b41-b779-4726-a673-07b2a59a550d
                  ratingType: Csat
                  offeredAt: '2024-03-11T16:39:30Z'
        '400':
          description: ''
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Decoding failure in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
  /beta/conversations/{conversationId}/rating:
    get:
      tags:
      - Conversations
      summary: List rating
      description: Deprecated rating endpoint. Use '/ratings'.
      operationId: getConversationsConversationidRating
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      responses:
        '200':
          description: List of ratings for a conversation
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ListConversationRatingsOutput'
              example:
                data:
                - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                  ratingScore: 4
                  ratingType: Csat
                  ratingComment: Super good!
                  conversationChannel: PstnPhone
                  agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                  userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                  ratingStatus: Offered
                  language: English
                  timestamps: {}
        '400':
          description: 'Invalid value for: path parameter conversationId, Invalid value extracted from request context'
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/BadRequest'
              example:
                message: Invalid value in request
        '404':
          description: An entity in this request could not be found
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/NotFound'
              example:
                message: The requested resource could not be found
        '500':
          description: Internal failure during request processing
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ServerError'
              example:
                message: There was an internal server error while processing the request
      deprecated: true
  /beta/conversations/{conversationId}/ratings:
    get:
      tags:
      - Conversations
      summary: List ratings for a conversation
      description: Lists latest ratings statuses for a particular conversation by providing the conversation ID. For surveys with multiple questions, rating status will be reported for each individual question of the survey. For example, a response for a 3 question survey that was answered will be 3 elements with status "Rated". Additionally, a multiple question survey can be partially answered, therefore a response of such case will be a mix of "Offered" and "Rated" statuses. Note that the IDs of multiple questions response elements will be the same, because they are part of the same survey.
      operationId: getConversationsConversationidRatings
      parameters:
      - name: conversationId
        in: path
        required: true
        schema:
          type: integer
          format: int64
      responses:
        '200':
          description: List of ratings for a conversation
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ListConversationRatingsOutput'
              examples:
                Response when a single question (CSAT) survey was offered:
                  value:
                    data:
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingScore: 5
                      ratingType: Csat
                      ratingComment: Super good!
                      conversationChannel: PstnPhone
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Offered
                      language: en
                      timestamps:
                        offered_at: '2025-09-25T14:35:53Z'
                        modified_at: '2025-09-25T14:36:27Z'
                        scheduled_for: '2025-09-25T14:35:52Z'
                        created_at: '2025-09-25T14:34:52Z'
                        scheduled_at: '2025-09-25T14:34:52Z'
                Response when a multiple question survey was offered:
                  value:
                    data:
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingType: Nps
                      conversationChannel: Email
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Offered
                      language: en
                      timestamps:
                        offered_at: '2025-10-10T10:46:40Z'
                        modified_at: '2025-10-10T10:46:40Z'
                        scheduled_for: '2025-10-10T10:46:40Z'
                        created_at: '2025-10-10T10:46:40Z'
                        scheduled_at: '2025-10-10T10:46:40Z'
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingType: Csat
                      conversationChannel: Email
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Offered
                      language: en
                      timestamps:
                        offered_at: '2025-10-10T10:46:40Z'
                        modified_at: '2025-10-10T10:46:40Z'
                        scheduled_for: '2025-10-10T10:46:40Z'
                        created_at: '2025-10-10T10:46:40Z'
                        scheduled_at: '2025-10-10T10:46:40Z'
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingType: ThumbsUpOrDown
                      conversationChannel: Email
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Offered
                      language: en
                      timestamps:
                        offered_at: '2025-10-10T10:46:40Z'
                        modified_at: '2025-10-10T10:46:40Z'
                        scheduled_for: '2025-10-10T10:46:40Z'
                        created_at: '2025-10-10T10:46:40Z'
                        scheduled_at: '2025-10-10T10:46:40Z'
                Response when a multiple question survey was answered:
                  value:
                    data:
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingScore: 8
                      ratingType: Nps
                      conversationChannel: Email
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Rated
                      language: da
                      timestamps:
                        offered_at: '2025-10-10T10:46:40Z'
                        modified_at: '2025-10-10T10:46:40Z'
                        created_at: '2025-10-10T10:46:40Z'
                        scheduled_at: '2025-10-10T10:46:40Z'
                        scheduled_for: '2025-10-10T10:46:40Z'
                        rated_at: '2025-10-10T10:46:40Z'
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingScore: 5
                      ratingType: Csat
                      ratingComment: Super good!
                      conversationChannel: Email
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Rated
                      language: da
                      timestamps:
                        offered_at: '2025-10-10T10:46:40Z'
                        modified_at: '2025-10-10T10:46:40Z'
                        created_at: '2025-10-10T10:46:40Z'
                        scheduled_at: '2025-10-10T10:46:40Z'
                        scheduled_for: '2025-10-10T10:46:40Z'
                        rated_at: '2025-10-10T10:46:40Z'
                    - id: 33cf4e5e-9ce9-461c-b668-be9b712b717c
                      ratingScore: 1
                      ratingType: ThumbsUpOrDown
                      ratingComment: Nice!
                      conversationChannel: Email
                      agentId: a53b25da-f676-4c52-acac-58c9280aa23d
                      userId: 6d0c5791-e40a-46d4-bba1-1364ce4578ed
                      ratingStatus: Rated
                      language: da
                      timestamps:

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# Full source: https://raw.githubusercontent.com/api-evangelist/dixa/refs/heads/main/openapi/dixa-conversations-api-openapi.yml