Attachments4

Audit Logs1

Auth Settings4

Auth Tokens6

Brands5

Business Schedules6

Companies5

Companies (Bulk)2

Conversations9

Conversations (Bulk)2

Conversations (Forwards)2

Conversations (Messages)2

Conversations (Notes)1

Conversations (Tags)2

Conversations (Time)2

Custom Attributes2

Customers9

Customers (Bulk)3

Customers (Conversations)2

Customers (Drafts)2

Customers (Events)4

Customers (KObjects)2

Customers (Merges)3

Customers (Messages)2

Customers (Notes)1

Customers (Unmasking Windows)2

Drafts5

Drafts (Attachments)4

Forwards (Attachments)4

Klasses5

KObjects (Custom Objects)6

KObjects (Custom Objects) (Bulk)3

Media3

Messages7

Messages (Bulk)2

Notes6

Notes (Bulk)2

Notes (Conversations)1

Role Groups6

Satisfaction1

Search2

SLAs1

Spam3

Teams6

Teams (By ID)3

Tracking Events3

Users5

Users (By ID)3

Messages

Create message

Adds an instance of a message to an existing conversation timeline with a customer. Interactions with a customer that occured via email, SMS, web or mobile chat, Facebook direct messages or comments, Twitter direct messages or Tweets, voice, Instagram direct messages or WhatsApp messages can be added to the conversation timeline.

Does not sent a message to a customer, only to be used to record the instance of a message. To send a message, first see the Create a draft by customer endpoint.

Prerequisites

An existing conversation must be created to add the message. See the Create conversation or Bulk create conversations or Create conversation for customer endpoints.

Any one of the following roles is required for this endpoint:

Legacy Role	Equivalent Permission Set Role
org.user.message.write	org.permission.message.create

Rate limit

Messages are subject to a rate limit. A single client can create up to 120 messages per minute per customer.

Messages with importedAt in their body will not be subject to the rate limit.

A 429 Too Many Requests response will be returned if the rate limit has been reached for a customer.

post/messages

Request

Base URL: https://api.kustomerapp.com/v1
URL: https://api.kustomerapp.com/v1/messages
Auth: httpBearer (a scheme the document does not define)

Request body

idstring object-id

externalIdstring

The unique identifier from the channel the message. For example, a message ID from Instagram for a specific DM.

customerstring object-id

The customer's name

conversationstring object-id

The conversation ID of the conversation message is to be added to.

The communication channel of the message: email, SMS, chat, facebook, twitter-dm, twitter-tweet, voice, instagram, whatsapp

previewstring

subjectstring

direction'in' | 'out' required

Indicates if the message is coming in from a customer or sent out by an agent.

appstring required

sizenumber

relatedstring

status'sent' | 'received' | 'error'

errorAtstring date-time

The timestamp for when the message errored out.

autoboolean

If true, message was automatically generated from a Kustomer workflow or auto-response feature. If set to true, this message will be excluded from reporting metrics. If false, message was created by a manual method.

sentAtstring date-time

The timestamp for when the message was sent.

source'bulk' | 'satisfaction'

Indicate if the message is part of a bulk message (bulk) or CSAT (Customer Satisfaction Survey) (satisfaction) message.

shortcutsstring[]

kbArticlesstring[]

metaobject

customobject

createdAtstring date-time

modifiedAtstring date-time

createdBystring object-id

modifiedBystring object-id

importedAtstring date-time

langstring nullable

The language the message is in.

Response

Created

Changes

No recorded changes to this operation across all 1 revision of this API.