freshworks Conversations API

openapi: 3.2.0
info:
  title: Freshworks Conversations API
  version: '2.0'
  termsOfService: https://www.freshworks.com/terms/
  description: 'Operations tagged Conversations across 3 of this provider''s published API definitions: freshworks-freshchat-api-openapi.yml, freshworks-freshdesk-api-openapi.yml, freshworks-freshservice-api-openapi.yml. Each path carries the servers of the definition it was published in.'
servers:
- url: https://{domain}.freshchat.com/v2
  description: Freshchat Production Server (Standalone)
  variables:
    domain:
      default: yourdomain
      description: Your Freshchat account name
- url: https://{domain}.myfreshworks.com/v2
  description: Freshchat Production Server (Freshsales Suite)
  variables:
    domain:
      default: yourdomain
      description: Your Freshworks bundle alias
- url: https://{domain}.freshdesk.com/api/v2
  description: Freshdesk Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshdesk subdomain
- url: https://{domain}.freshservice.com/api/v2
  description: Freshservice Production Server
  variables:
    domain:
      default: yourdomain
      description: Your Freshservice subdomain
tags:
- name: Conversations
  description: Manage customer conversations and their lifecycle.
paths:
  /conversations:
    get:
      operationId: listConversations
      summary: List all conversations
      description: Retrieves a paginated list of all conversations. The response does not include messages or user details by default.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/PageParam'
      - $ref: '#/components/parameters/ItemsPerPageParam'
      - name: status
        in: query
        description: Filter conversations by status (new, assigned, resolved, reopened).
        schema:
          type: string
      - name: assigned_agent_id
        in: query
        description: Filter by assigned agent ID.
        schema:
          type: string
      - name: assigned_group_id
        in: query
        description: Filter by assigned group ID.
        schema:
          type: string
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  conversations:
                    type: array
                    items:
                      $ref: '#/components/schemas/Conversation'
                  links:
                    $ref: '#/components/schemas/PaginationLinks'
        '401':
          $ref: '#/components/responses/Unauthorized'
      security:
      - bearerAuth: []
    post:
      operationId: createConversation
      summary: Create a conversation
      description: Creates a new conversation with an initial message. Requires a user ID or user details and the message content.
      tags:
      - Conversations
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ConversationCreate'
      responses:
        '200':
          description: Conversation created successfully
          content:
            application/json:
              schema:
                type: object
                properties:
                  conversation_id:
                    type: string
                    description: ID of the created conversation.
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
      security:
      - bearerAuth: []
    servers:
    - url: https://{domain}.freshchat.com/v2
      description: Freshchat Production Server (Standalone)
      variables:
        domain:
          default: yourdomain
          description: Your Freshchat account name
    - url: https://{domain}.myfreshworks.com/v2
      description: Freshchat Production Server (Freshsales Suite)
      variables:
        domain:
          default: yourdomain
          description: Your Freshworks bundle alias
  /conversations/{conversation_id}:
    get:
      operationId: getConversation
      summary: View a conversation
      description: Retrieves the details of a specific conversation by its ID. Messages and user attributes are not included by default.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/ConversationIdParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
      security:
      - bearerAuth: []
    put:
      operationId: updateConversation
      summary: Update a conversation
      description: Updates the properties of an existing conversation such as status and assignment.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/ConversationIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ConversationUpdate'
      responses:
        '200':
          description: Conversation updated successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
      security:
      - bearerAuth: []
    servers:
    - url: https://{domain}.freshchat.com/v2
      description: Freshchat Production Server (Standalone)
      variables:
        domain:
          default: yourdomain
          description: Your Freshchat account name
    - url: https://{domain}.myfreshworks.com/v2
      description: Freshchat Production Server (Freshsales Suite)
      variables:
        domain:
          default: yourdomain
          description: Your Freshworks bundle alias
  /tickets/{ticket_id}/conversations:
    get:
      operationId: listTicketConversations
      summary: List all conversations of a ticket
      description: Retrieves all conversations (replies and notes) associated with a specific ticket.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      - $ref: '#/components/parameters/PageParam'
      - $ref: '#/components/parameters/PerPageParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: array
                items:
                  $ref: '#/components/schemas/Conversation_2'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
      security:
      - basicAuth: []
    servers:
    - url: https://{domain}.freshdesk.com/api/v2
      description: Freshdesk Production Server
      variables:
        domain:
          default: yourdomain
          description: Your Freshdesk subdomain
  /tickets/{ticket_id}/reply:
    post:
      operationId: replyToTicket
      summary: Reply to a ticket
      description: Adds a public reply to a ticket. The reply is sent to all recipients associated with the ticket.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ReplyCreate'
      responses:
        '201':
          description: Reply created successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation_2'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
      security:
      - basicAuth: []
    servers:
    - url: https://{domain}.freshdesk.com/api/v2
      description: Freshdesk Production Server
      variables:
        domain:
          default: yourdomain
          description: Your Freshdesk subdomain
  /tickets/{ticket_id}/notes:
    post:
      operationId: createNote
      summary: Create a note on a ticket
      description: Adds a private or public note to a ticket. Notes are used for internal communication or additional context.
      tags:
      - Conversations
      parameters:
      - $ref: '#/components/parameters/TicketIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/NoteCreate'
      responses:
        '201':
          description: Note created successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation_2'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
      security:
      - basicAuth: []
    servers:
    - url: https://{domain}.freshdesk.com/api/v2
      description: Freshdesk Production Server
      variables:
        domain:
          default: yourdomain
          description: Your Freshdesk subdomain
components:
  schemas:
    MessageCreate:
      type: object
      required:
      - message_parts
      - actor_type
      - actor_id
      properties:
        message_type:
          type: string
          description: Type of message.
          enum:
          - normal
          - private
          default: normal
        actor_type:
          type: string
          description: Type of actor sending the message.
          enum:
          - user
          - agent
        actor_id:
          type: string
          description: ID of the actor sending the message.
        message_parts:
          type: array
          description: Parts composing the message content.
          items:
            type: object
            properties:
              text:
                type: object
                properties:
                  content:
                    type: string
                    description: Text content.
    Error:
      type: object
      properties:
        code:
          type: string
          description: Error code.
        message:
          type: string
          description: Human-readable error message.
    PaginationLinks:
      type: object
      properties:
        next_page:
          type: string
          format: uri
          description: URL for the next page of results.
        prev_page:
          type: string
          format: uri
          description: URL for the previous page of results.
    Conversation:
      type: object
      properties:
        conversation_id:
          type: string
          description: Unique ID of the conversation.
        app_id:
          type: string
          description: ID of the Freshchat application.
        channel_id:
          type: string
          description: ID of the channel.
        status:
          type: string
          description: Status of the conversation (new, assigned, resolved, reopened).
          enum:
          - new
          - assigned
          - resolved
          - reopened
        assigned_agent_id:
          type: string
          description: ID of the assigned agent.
        assigned_group_id:
          type: string
          description: ID of the assigned group.
        users:
          type: array
          description: Users involved in the conversation.
          items:
            type: object
            properties:
              id:
                type: string
                description: User ID.
        created_time:
          type: string
          format: date-time
          description: Timestamp when the conversation was created.
    ConversationCreate:
      type: object
      required:
      - app_id
      - channel_id
      - messages
      properties:
        app_id:
          type: string
          description: ID of the Freshchat application.
        channel_id:
          type: string
          description: ID of the channel.
        users:
          type: array
          description: Users to involve in the conversation.
          items:
            type: object
            properties:
              id:
                type: string
                description: User ID.
        messages:
          type: array
          description: Initial messages for the conversation.
          items:
            $ref: '#/components/schemas/MessageCreate'
    ConversationUpdate:
      type: object
      properties:
        status:
          type: string
          description: New status for the conversation.
          enum:
          - new
          - assigned
          - resolved
          - reopened
        assigned_agent_id:
          type: string
          description: ID of the agent to assign.
        assigned_group_id:
          type: string
          description: ID of the group to assign.
    Error_2:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message for the field.
              code:
                type: string
                description: Error code.
    NoteCreate:
      type: object
      required:
      - body
      properties:
        body:
          type: string
          description: HTML content of the note.
        private:
          type: boolean
          description: Whether the note is private (internal only).
          default: true
        incoming:
          type: boolean
          description: Whether the note is incoming.
          default: false
    Conversation_2:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID of the conversation.
        body:
          type: string
          description: HTML content of the conversation.
        body_text:
          type: string
          description: Plain text content of the conversation.
        incoming:
          type: boolean
          description: Whether the conversation was incoming from the customer.
        private:
          type: boolean
          description: Whether the conversation is a private note.
        user_id:
          type: integer
          description: ID of the user who created the conversation.
        support_email:
          type: string
          description: Support email address used for the conversation.
        ticket_id:
          type: integer
          description: ID of the ticket this conversation belongs to.
        to_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses the conversation was sent to.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: CC email addresses on the conversation.
        created_at:
          type: string
          format: date-time
          description: Timestamp when the conversation was created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when the conversation was last updated.
    ReplyCreate:
      type: object
      required:
      - body
      properties:
        body:
          type: string
          description: HTML content of the reply.
        cc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to CC.
        bcc_emails:
          type: array
          items:
            type: string
            format: email
          description: Email addresses to BCC.
    Error_3:
      type: object
      properties:
        description:
          type: string
          description: Human-readable error message.
        errors:
          type: array
          description: List of specific validation errors.
          items:
            type: object
            properties:
              field:
                type: string
                description: Field that caused the error.
              message:
                type: string
                description: Error message.
              code:
                type: string
                description: Error code.
    Conversation_3:
      type: object
      properties:
        id:
          type: integer
          description: Unique ID of the conversation.
        body:
          type: string
          description: HTML content of the conversation.
        body_text:
          type: string
          description: Plain text content.
        incoming:
          type: boolean
          description: Whether the conversation is incoming.
        private:
          type: boolean
          description: Whether the conversation is private.
        user_id:
          type: integer
          description: ID of the user who created the conversation.
        to_emails:
          type: array
          items:
            type: string
            format: email
          description: Recipients.
        created_at:
          type: string
          format: date-time
          description: Timestamp when created.
        updated_at:
          type: string
          format: date-time
          description: Timestamp when last updated.
  parameters:
    PageParam:
      name: page
      in: query
      description: Page number for pagination.
      schema:
        type: integer
        minimum: 1
        default: 1
    ConversationIdParam:
      name: conversation_id
      in: path
      required: true
      description: The ID of the conversation.
      schema:
        type: string
    ItemsPerPageParam:
      name: items_per_page
      in: query
      description: Number of items per page.
      schema:
        type: integer
        minimum: 1
        maximum: 50
        default: 20
    TicketIdParam:
      name: ticket_id
      in: path
      required: true
      description: The ID of the ticket.
      schema:
        type: integer
    PerPageParam:
      name: per_page
      in: query
      description: Number of results per page (max 100).
      schema:
        type: integer
        minimum: 1
        maximum: 100
        default: 30
  responses:
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    BadRequest:
      description: The request body or parameters are invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication credentials are missing or invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  securitySchemes:
    bearerAuth:
      type: http
      scheme: bearer
      description: Bearer token authentication. Obtain the API token from the Freshchat admin settings panel.
    basicAuth:
      type: http
      scheme: basic
      description: Use your API key as the username and X as the password. The API key can be found in your Freshdesk profile settings.
x-refined-from:
- freshworks-freshchat-api-openapi.yml
- freshworks-freshdesk-api-openapi.yml
- freshworks-freshservice-api-openapi.yml