Gradient Labs Conversations API

openapi: 3.1.0
info:
  title: Gradient Labs API
  version: '1.0'
  description: >-
    HTTP API for Gradient Labs' AI customer support agent ("Otto"). Use it to
    start and drive support conversations, add customer and human-agent
    messages, assign work to the AI agent, hand off to humans, run business
    tools/actions, and manage the knowledge base the agent reasons over.


    All requests are authenticated with a Bearer API key in the `Authorization`
    header. Unless stated otherwise, endpoints are idempotent and requests can
    be safely retried.


    IMPORTANT (accuracy note): Gradient Labs' public API reference at
    https://api-docs.gradient-labs.ai/ is behind an access-code gate. The paths,
    verbs, and field names in this document were reconstructed from the vendor's
    official open-source Go SDK (github.com/gradientlabs-ai/gradientlabs-go) and
    corroborating SDKs. Request/response schemas are modeled and simplified;
    verify exact field-level shapes against the gated reference before relying on
    them in production. See review.yml (endpointsConfirmed vs endpointsModeled).
  contact:
    name: Gradient Labs
    url: https://www.gradient-labs.ai
  license:
    name: Proprietary
servers:
- url: https://api.gradient-labs.ai
  description: Gradient Labs production API
security:
- bearerAuth: []
tags:
- name: Conversations
  description: Start, read, and manage the lifecycle of AI-agent conversations.
- name: Messages
  description: Add inbound messages to a conversation.
- name: Hand-off
  description: Assign conversations between the AI agent and human participants.
- name: Actions & Tools
  description: Define and execute business tools the AI agent can call.
- name: Knowledge
  description: Manage knowledge-base articles that ground the AI agent.
paths:
  /conversations:
    post:
      tags:
      - Conversations
      operationId: startConversation
      summary: Start a conversation
      description: >-
        Creates a new conversation and (optionally) assigns it to the Gradient
        Labs AI agent so it begins working the conversation autonomously.
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/StartConversationParams'
      responses:
        '200':
          description: Conversation started.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '429':
          $ref: '#/components/responses/TooManyRequests'
  /conversations/{conversationID}/read:
    get:
      tags:
      - Conversations
      operationId: readConversation
      summary: Read a conversation
      description: Returns the current state of a conversation.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      - name: support_platform
        in: query
        required: false
        description: >-
          Identifies the support platform (e.g. intercom) if the conversation was
          initiated through one.
        schema:
          type: string
      responses:
        '200':
          description: Conversation state.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversationID}/messages:
    post:
      tags:
      - Messages
      operationId: addMessage
      summary: Add a message to a conversation
      description: >-
        Adds an inbound message (from the customer or a human agent) to a
        conversation for the AI agent to process. The participant type cannot be
        the AI agent.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/AddMessageParams'
      responses:
        '200':
          description: Message accepted.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Message'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversationID}/assignee:
    put:
      tags:
      - Hand-off
      operationId: assignConversation
      summary: Assign a conversation
      description: >-
        Assigns or reassigns a conversation to a participant. Set assignee_type
        to ai-agent to assign the conversation to the Gradient Labs AI agent.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/AssignmentParams'
      responses:
        '200':
          description: Conversation assigned.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversationID}/finish:
    put:
      tags:
      - Conversations
      operationId: finishConversation
      summary: Finish a conversation
      description: Marks a conversation as finished.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      requestBody:
        required: false
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/LifecycleParams'
      responses:
        '200':
          description: Conversation finished.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversationID}/cancel:
    put:
      tags:
      - Conversations
      operationId: cancelConversation
      summary: Cancel a conversation
      description: Cancels a conversation, stopping the AI agent from working it.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      requestBody:
        required: false
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/LifecycleParams'
      responses:
        '200':
          description: Conversation cancelled.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversationID}/resume:
    put:
      tags:
      - Conversations
      operationId: resumeConversation
      summary: Resume a conversation
      description: Resumes a previously finished or cancelled conversation.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      requestBody:
        required: false
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/LifecycleParams'
      responses:
        '200':
          description: Conversation resumed.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversationID}/rate:
    put:
      tags:
      - Conversations
      operationId: rateConversation
      summary: Rate a conversation
      description: >-
        Records a customer satisfaction rating (e.g. CSAT survey) for a
        conversation.
      parameters:
      - $ref: '#/components/parameters/ConversationID'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/RatingParams'
      responses:
        '200':
          description: Rating recorded.
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /tools:
    post:
      tags:
      - Actions & Tools
      operationId: createTool
      summary: Create a tool
      description: >-
        Defines a business tool the AI agent can call. Requires a Management API
        key.
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/Tool'
      responses:
        '200':
          description: Tool created.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Tool'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /tools/{id}/execute:
    post:
      tags:
      - Actions & Tools
      operationId: executeTool
      summary: Execute a tool
      description: >-
        Executes a defined tool with the supplied arguments and returns its
        JSON-encoded result. Requires a Management API key.
      parameters:
      - name: id
        in: path
        required: true
        description: The tool identifier.
        schema:
          type: string
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ExecutionParams'
      responses:
        '200':
          description: Tool execution result.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/ExecuteResult'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /articles:
    post:
      tags:
      - Knowledge
      operationId: upsertArticle
      summary: Upsert a knowledge article
      description: >-
        Creates or updates a knowledge-base article that grounds the AI agent's
        answers.
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/UpsertArticleParams'
      responses:
        '200':
          description: Article upserted.
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Article'
        '401':
          $ref: '#/components/responses/Unauthorized'
components:
  securitySchemes:
    bearerAuth:
      type: http
      scheme: bearer
      description: >-
        Provide your Gradient Labs API key as a Bearer token in the
        Authorization header. Some administrative endpoints (tools) require a
        Management API key.
  parameters:
    ConversationID:
      name: conversationID
      in: path
      required: true
      description: Your unique identifier for the conversation.
      schema:
        type: string
  responses:
    Unauthorized:
      description: Missing or invalid API key.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    NotFound:
      description: Resource not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    TooManyRequests:
      description: Rate limit exceeded.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  schemas:
    ParticipantType:
      type: string
      description: The type of participant in a conversation.
      enum:
      - ai-agent
      - customer
      - human-agent
    Channel:
      type: string
      description: >-
        The channel a conversation is taking place on; determines how the AI
        agent formats its responses.
      enum:
      - email
      - chat
      - sms
      - voice
    StartConversationParams:
      type: object
      required:
      - id
      - customer_id
      - channel
      properties:
        id:
          type: string
          description: Uniquely identifies the conversation.
        customer_id:
          type: string
          description: >-
            Identifies the customer, used to build historical context across
            conversations.
        assignee_id:
          type: string
          description: The participant the conversation is assigned to.
        assignee_type:
          $ref: '#/components/schemas/ParticipantType'
        channel:
          $ref: '#/components/schemas/Channel'
        created:
          type: string
          format: date-time
          description: When the conversation started; defaults to now.
        resources:
          type: object
          additionalProperties: true
          description: Arbitrary data made available to the AI agent.
        conversation_token:
          type: string
          description: >-
            A sensitive token echoed back in webhooks and tool calls for this
            conversation.
        traffic_group_id:
          type: string
          description: Restricts the conversation to a specific group of procedures.
    Conversation:
      type: object
      properties:
        id:
          type: string
        customer_id:
          type: string
        channel:
          $ref: '#/components/schemas/Channel'
        assignee_id:
          type: string
        assignee_type:
          $ref: '#/components/schemas/ParticipantType'
        status:
          type: string
          description: Current lifecycle status of the conversation.
        created:
          type: string
          format: date-time
    AddMessageParams:
      type: object
      required:
      - id
      - body
      - participant_id
      - participant_type
      properties:
        id:
          type: string
          description: >-
            Unique message identifier (letters, numbers and _ - + = characters).
        body:
          type: string
          description: The message text.
        subject:
          type: string
          description: Email subject line, when applicable.
        participant_id:
          type: string
          description: Identifier of the sender.
        participant_type:
          $ref: '#/components/schemas/ParticipantType'
        created:
          type: string
          format: date-time
        attachments:
          type: array
          items:
            $ref: '#/components/schemas/Attachment'
    Message:
      type: object
      properties:
        id:
          type: string
        body:
          type: string
        subject:
          type: string
        participant_id:
          type: string
        participant_type:
          $ref: '#/components/schemas/ParticipantType'
        created:
          type: string
          format: date-time
        attachments:
          type: array
          items:
            $ref: '#/components/schemas/Attachment'
        conversation_token:
          type: string
    Attachment:
      type: object
      properties:
        id:
          type: string
        filename:
          type: string
        url:
          type: string
          format: uri
        content_type:
          type: string
    AssignmentParams:
      type: object
      required:
      - assignee_type
      properties:
        assignee_id:
          type: string
          description: The specific user the conversation is being assigned to.
        assignee_type:
          $ref: '#/components/schemas/ParticipantType'
        timestamp:
          type: string
          format: date-time
          description: When the assignment happened; defaults to now.
        reason:
          type: string
          description: Optional description of why this assignment is happening.
    LifecycleParams:
      type: object
      description: Common parameters for finish, cancel, and resume operations.
      properties:
        timestamp:
          type: string
          format: date-time
          description: When the lifecycle change occurred; defaults to now.
        reason:
          type: string
          description: Optional description of why the change is happening.
    RatingParams:
      type: object
      required:
      - type
      - value
      - max_value
      - min_value
      properties:
        type:
          type: string
          description: The type of survey sent to the customer (e.g. csat).
        value:
          type: integer
          description: The rating score the customer gave.
        max_value:
          type: integer
          description: Maximum value of the rating scale.
        min_value:
          type: integer
          description: Minimum value of the rating scale.
        comments:
          type: string
          description: Optional free-text feedback from the customer.
        timestamp:
          type: string
          format: date-time
          description: When the rating was given; defaults to now.
    Tool:
      type: object
      description: >-
        A business tool the AI agent can call. Fields are modeled; verify the
        exact shape against the gated API reference.
      properties:
        id:
          type: string
        name:
          type: string
        description:
          type: string
        parameters:
          type: array
          items:
            $ref: '#/components/schemas/ToolParameter'
        execution:
          type: string
          description: >-
            How the tool is executed - via webhook (action.execute delivered to
            your endpoint) or via a configured HTTP request.
    ToolParameter:
      type: object
      properties:
        name:
          type: string
        description:
          type: string
        type:
          type: string
        required:
          type: boolean
    ExecutionParams:
      type: object
      required:
      - id
      properties:
        id:
          type: string
          description: The tool identifier.
        arguments:
          type: array
          items:
            $ref: '#/components/schemas/Argument'
    Argument:
      type: object
      properties:
        name:
          type: string
        value:
          type: string
    ExecuteResult:
      type: object
      properties:
        id:
          type: string
          description: The tool identifier.
        result:
          description: The JSON-encoded result of the tool execution, if it succeeded.
        error:
          type: string
          description: Error message if execution failed.
    UpsertArticleParams:
      type: object
      required:
      - id
      properties:
        id:
          type: string
          description: Your chosen identifier for the article.
        author_id:
          type: string
          description: Identifies the user who last edited the article.
        title:
          type: string
          description: The article's heading (may be empty for drafts).
        description:
          type: string
          description: A tagline for the article.
        body:
          type: string
          description: The main content (may be empty for drafts).
        visibility:
          type: string
          description: Access level (e.g. public, internal).
        topic_id:
          type: string
          description: Associated topic identifier.
        status:
          type: string
          description: Publication state (e.g. published, draft).
        data:
          type: object
          additionalProperties: true
          description: Additional metadata as JSON.
        created:
          type: string
          format: date-time
        last_edited:
          type: string
          format: date-time
    Article:
      type: object
      properties:
        id:
          type: string
        title:
          type: string
        description:
          type: string
        body:
          type: string
        visibility:
          type: string
        topic_id:
          type: string
        status:
          type: string
        created:
          type: string
          format: date-time
        last_edited:
          type: string
          format: date-time
    Error:
      type: object
      properties:
        error:
          type: string
        message:
          type: string
    WebhookEnvelope:
      type: object
      description: >-
        Common envelope for all webhook events the AI agent delivers. Requests
        are signed; verify them with your webhook signing key. The
        sequence_number increments per conversation so you can establish a total
        order of events.
      properties:
        id:
          type: string
          description: Unique event identifier.
        type:
          type: string
          description: The event type.
          enum:
          - agent.message
          - conversation.hand_off
          - conversation.finished
          - action.execute
          - resource.pull
        sequence_number:
          type: integer
          description: Incrementing number establishing total event order.
        timestamp:
          type: string
          format: date-time
        data:
          type: object
          additionalProperties: true
          description: >-
            Event-specific payload. For agent.message includes conversation,
            body, total, sequence, intent, is_holding. For
            conversation.hand_off includes conversation, target, reason_code,
            reason, note, intent. For conversation.finished includes
            conversation, reason_code, intent. For action.execute includes
            action, params, conversation. For resource.pull includes
            resource_type, conversation.
webhooks:
  agentMessage:
    post:
      summary: agent.message
      description: >-
        Delivered when the AI agent produces an outbound message for the
        customer.
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/WebhookEnvelope'
      responses:
        '200':
          description: Acknowledged.
  conversationHandOff:
    post:
      summary: conversation.hand_off
      description: >-
        Delivered when the AI agent escalates a conversation to a human agent,
        including reason_code, reason, target, and note.
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/WebhookEnvelope'
      responses:
        '200':
          description: Acknowledged.
  conversationFinished:
    post:
      summary: conversation.finished
      description: >-
        Delivered when the AI agent concludes a conversation, including
        reason_code and classified intent.
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/WebhookEnvelope'
      responses:
        '200':
          description: Acknowledged.
  actionExecute:
    post:
      summary: action.execute
      description: >-
        Delivered when the AI agent needs your system to execute an action
        (tool), including the action name and params.
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/WebhookEnvelope'
      responses:
        '200':
          description: Acknowledged.
  resourcePull:
    post:
      summary: resource.pull
      description: >-
        Delivered when the AI agent wants to pull a resource of a given
        resource_type for the conversation.
      requestBody:
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/WebhookEnvelope'
      responses:
        '200':
          description: Acknowledged.