WorkItem

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "#/components/schemas/WorkItem",
  "title": "WorkItem",
  "type": "object",
  "description": "Request body to create an inbound `workItem` task via a configured workItem channel. The `channel` must reference an active configured workItem channel in the organization. `workItemData` within `channelParams` carries the structured form payload \u2014 up to 50 entries, with keys up to 100 UTF-8 bytes and values up to 1024 UTF-8 bytes.",
  "required": [
    "origin",
    "destination",
    "channelType",
    "channel",
    "channelParams"
  ],
  "properties": {
    "origin": {
      "title": "Origin",
      "type": "object",
      "description": "Origin of the task. For inbound `workItem` tasks, this represents the customer.",
      "required": [
        "id"
      ],
      "properties": {
        "id": {
          "type": "string",
          "description": "Customer's identifier, such as an email address.",
          "example": "customer@domain.com"
        },
        "name": {
          "type": "string",
          "nullable": true,
          "description": "Optional human-readable display name for the customer.",
          "example": "Customer Name"
        }
      }
    },
    "destination": {
      "title": "Destination",
      "type": "object",
      "description": "Destination for the workItem task. The `type` must be `businessAddress`.",
      "required": [
        "id",
        "type"
      ],
      "properties": {
        "id": {
          "type": "string",
          "description": "Business address associated with the configured workItem channel entry point.",
          "example": "customer-support@biz.com"
        },
        "type": {
          "type": "string",
          "description": "Must be `businessAddress` for `workItem` tasks.",
          "enum": [
            "businessAddress",
            "dialNumber"
          ],
          "example": "businessAddress"
        }
      }
    },
    "channelType": {
      "type": "string",
      "enum": [
        "workItem"
      ],
      "description": "Discriminator field. Must be `workItem` for custom channel task creation.",
      "example": "workItem"
    },
    "channel": {
      "type": "string",
      "description": "Identifier of the configured workItem channel in the organization. Required for `workItem` requests.",
      "example": "support-form"
    },
    "flowSettings": {
      "$ref": "#/components/schemas/FlowSettings"
    },
    "globalVariables": {
      "$ref": "#/components/schemas/GlobalVariables"
    },
    "channelParams": {
      "$ref": "#/components/schemas/WorkItemParams"
    }
  },
  "example": {
    "origin": {
      "id": "customer@domain.com",
      "name": "Customer Name"
    },
    "destination": {
      "id": "customer-support@biz.com",
      "type": "businessAddress"
    },
    "channelType": "workItem",
    "channel": "support-form",
    "channelParams": {
      "type": "work-item-form",
      "message": {
        "aliasId": "msg-001",
        "workItemData": {
          "name": "customer name",
          "email": "customer@domain.com"
        },
        "timestamp": 1732786800000
      }
    }
  }
}