Gladly · Schema

Gladly Conversation

Schema for a Conversation in the Gladly REST API. A Conversation is the unified container for all interactions with a single Customer across channels and time.

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Properties

Name	Type	Description
id	string	Gladly-assigned conversation identifier.
customerId	string	Customer the conversation belongs to.
status	string	Current conversation status.
channel	string	Primary channel the conversation is currently active on.
assignee	object
topics	array
notes	array
createdAt	string
modifiedAt	string
closedAt	string

View JSON Schema on GitHub

JSON Schema

{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "https://api-evangelist.com/schemas/gladly/gladly-conversation-schema.json",
  "title": "Gladly Conversation",
  "description": "Schema for a Conversation in the Gladly REST API. A Conversation is the unified container for all interactions with a single Customer across channels and time.",
  "type": "object",
  "required": ["id"],
  "properties": {
    "id": {"type": "string", "description": "Gladly-assigned conversation identifier."},
    "customerId": {"type": "string", "description": "Customer the conversation belongs to."},
    "status": {
      "type": "string",
      "description": "Current conversation status.",
      "enum": ["OPEN", "WAITING", "CLOSED", "DELETED"]
    },
    "channel": {
      "type": "string",
      "description": "Primary channel the conversation is currently active on.",
      "enum": ["EMAIL", "VOICE", "SMS", "CHAT", "FACEBOOK_MESSENGER", "INSTAGRAM", "WHATSAPP", "TASK"]
    },
    "assignee": {
      "type": "object",
      "properties": {
        "agentId": {"type": "string"},
        "inboxId": {"type": "string"}
      }
    },
    "topics": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "id": {"type": "string"},
          "name": {"type": "string"}
        }
      }
    },
    "notes": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "id": {"type": "string"},
          "content": {"type": "string"},
          "agentId": {"type": "string"},
          "createdAt": {"type": "string", "format": "date-time"}
        }
      }
    },
    "createdAt": {"type": "string", "format": "date-time"},
    "modifiedAt": {"type": "string", "format": "date-time"},
    "closedAt": {"type": "string", "format": "date-time"}
  }
}