Gladly · JSON Structure

Gladly Conversation Structure

Structural documentation for the Gladly Conversation entity — the unified, channel-agnostic container for all interactions with a Customer.

Type: object Properties: 0
Customer ServiceCXContact CenterAI Customer ServiceConversationsSidekick AIHeroVoiceChatSMSEmailHelp CenterWebhookKnowledge Base

Gladly Conversation Structure is a JSON Structure definition published by Gladly.

Meta-schema:

JSON Structure

Raw ↑ 
{
  "title": "Gladly Conversation Structure",
  "description": "Structural documentation for the Gladly Conversation entity — the unified, channel-agnostic container for all interactions with a Customer.",
  "type": "object",
  "fields": [
    {"name": "id", "type": "string", "required": true},
    {"name": "customerId", "type": "string", "required": true, "description": "Owning customer."},
    {"name": "status", "type": "enum<OPEN|WAITING|CLOSED|DELETED>", "required": false},
    {"name": "channel", "type": "enum<EMAIL|VOICE|SMS|CHAT|FACEBOOK_MESSENGER|INSTAGRAM|WHATSAPP|TASK>", "required": false},
    {"name": "assignee.agentId", "type": "string", "required": false},
    {"name": "assignee.inboxId", "type": "string", "required": false},
    {"name": "topics", "type": "array<object>", "required": false, "description": "Topic taxonomy applied to the conversation."},
    {"name": "notes", "type": "array<object>", "required": false, "description": "Agent-authored notes."},
    {"name": "createdAt", "type": "string", "format": "date-time", "required": false},
    {"name": "modifiedAt", "type": "string", "format": "date-time", "required": false},
    {"name": "closedAt", "type": "string", "format": "date-time", "required": false}
  ]
}

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