USusepylon
messages

Reply to an issue

Changed on

Sends a customer-facing reply on an issue, visible to the requester.

message_id is required to identify which existing customer-visible conversation or thread to continue. Use the top-level message id returned by GET /issues/{id}/messages; do not use an external provider's message ID or the nested email_info.message_id value.

For an email conversation, email_info must contain at least one recipient across to_emails, cc_emails, and bcc_emails. The referenced message controls email threading, but its recipients are not copied automatically.

Rate limit: 30 requests per minute

post/issues/{id}/reply

Request

  • Base URL
    https://api.usepylon.com
  • URL
    https://api.usepylon.com/issues/{id}/reply
  • Auth
    HTTP bearer

Path parameters

idstring required

The ID of the issue.

Request body

attachment_urlsstring[]

URLs of files to attach to this reply.

body_htmlstring required

The body of the message in HTML.

contact_idstring

Optional contact ID to post the message as. Only one of user_id or contact_id can be provided.

message_idstring required

The top-level Pylon message ID to reply to, from the id field returned by GET /issues/{id}/messages. The message must belong to the issue in the request path and must be customer-visible, not an internal note. This selects the external conversation or thread where the reply is delivered. For email, it also sets the In-Reply-To and References chain. Do not use a provider-specific message ID or email_info.message_id.

user_idstring

Optional user ID to post the message as. Only one of user_id or contact_id can be provided.

Example request

{
  "custom_source": {
    "metadata": {
      "conversation_id": "conv_123",
      "source": "wechat"
    }
  }
}

Response

request_idstring required

The request ID for tracking.

Changes

  • 40bf3229d58fRevision changes
    • breaking

      the response's property type changed from no type to object for status

    • info

      removed from the response property allOf list for the response status

    • info

      the response property became required for the status

    • info

      added the required property / to the response with the status

    • info

      added the required property / to the response with the status

  • dfb481067e5aRevision changes
    • breaking

      the / request property format changed from no format to date-time

    • breaking

      the response property became nullable for the status

    • breaking

      the response's property type changed from object to no type for status

    • warning

      removed the optional property / from the response with the status

    • warning

      removed the optional property / from the response with the status

    • info

      added the non-success response with the status

    • info

      added the non-success response with the status

    • info

      added to the response property allOf list for the response status

    • info

      the response property became required for the status

    • info

      the response property became required for the status

    • info

      the response property became required for the status

    • info

      the response property became required for the status

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      the response property became required for the status

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      removed the duplicate_object enum value from the response property for the response status

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      removed the duplicate_object enum value from the response property for the response status

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      removed the duplicate_object enum value from the response property for the response status

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      removed the duplicate_object enum value from the response property for the response status

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      removed the email_bounced enum value from the response property for the response status

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      removed the email_bounced enum value from the response property for the response status

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      removed the email_bounced enum value from the response property for the response status

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      removed the email_bounced enum value from the response property for the response status

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      removed the internal_error enum value from the response property for the response status

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      removed the internal_error enum value from the response property for the response status

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      removed the internal_error enum value from the response property for the response status

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      removed the internal_error enum value from the response property for the response status

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      removed the internal_issue_reply_not_allowed enum value from the response property for the response status

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      removed the internal_issue_reply_not_allowed enum value from the response property for the response status

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      removed the internal_issue_reply_not_allowed enum value from the response property for the response status

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      removed the internal_issue_reply_not_allowed enum value from the response property for the response status

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      removed the invalid_api_token enum value from the response property for the response status

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      removed the invalid_api_token enum value from the response property for the response status

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      removed the invalid_api_token enum value from the response property for the response status

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      removed the invalid_api_token enum value from the response property for the response status

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      removed the invalid_authorization_header enum value from the response property for the response status

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      removed the invalid_authorization_header enum value from the response property for the response status

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      removed the invalid_authorization_header enum value from the response property for the response status

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      removed the invalid_authorization_header enum value from the response property for the response status

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      removed the invalid_oauth_token enum value from the response property for the response status

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      removed the invalid_oauth_token enum value from the response property for the response status

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      removed the invalid_oauth_token enum value from the response property for the response status

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      removed the invalid_oauth_token enum value from the response property for the response status

    • info

      removed the invalid_request_body enum value from the response property for the response status

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      removed the invalid_request_body enum value from the response property for the response status

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      removed the invalid_request_body enum value from the response property for the response status

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      removed the invalid_request_body enum value from the response property for the response status

    • info

      removed the invalid_webhook_credentials enum value from the response property for the response status

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      removed the invalid_webhook_credentials enum value from the response property for the response status

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      removed the invalid_webhook_credentials enum value from the response property for the response status

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      removed the invalid_webhook_credentials enum value from the response property for the response status

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      removed the method_not_allowed enum value from the response property for the response status

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      removed the method_not_allowed enum value from the response property for the response status

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      removed the method_not_allowed enum value from the response property for the response status

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      removed the method_not_allowed enum value from the response property for the response status

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      removed the not_found enum value from the response property for the response status

    • info

      removed the not_found enum value from the response property for the response status

    • info

      removed the not_found enum value from the response property for the response status

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      removed the not_found enum value from the response property for the response status

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      removed the oauth_not_permitted enum value from the response property for the response status

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      removed the oauth_not_permitted enum value from the response property for the response status

    • info

      removed the oauth_not_permitted enum value from the response property for the response status

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      removed the oauth_not_permitted enum value from the response property for the response status

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      removed the organization_deactivated enum value from the response property for the response status

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      removed the organization_deactivated enum value from the response property for the response status

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      removed the organization_deactivated enum value from the response property for the response status

    • info

      removed the organization_deactivated enum value from the response property for the response status

    • info

      removed the organization_inactive enum value from the response property for the response status

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      removed the organization_inactive enum value from the response property for the response status

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      removed the organization_inactive enum value from the response property for the response status

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      removed the organization_inactive enum value from the response property for the response status

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      removed the organization_suspended enum value from the response property for the response status

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      removed the organization_suspended enum value from the response property for the response status

    • info

      removed the organization_suspended enum value from the response property for the response status

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      removed the organization_suspended enum value from the response property for the response status

    • info

      removed the payload_too_large enum value from the response property for the response status

    • info

      removed the payload_too_large enum value from the response property for the response status

    • info

      removed the payload_too_large enum value from the response property for the response status

    • info

      removed the payload_too_large enum value from the response property for the response status

    • info

      removed the permission_denied enum value from the response property for the response status

    • info

      removed the permission_denied enum value from the response property for the response status

    • info

      removed the permission_denied enum value from the response property for the response status

    • info

      removed the permission_denied enum value from the response property for the response status

    • info

      removed the rate_limited enum value from the response property for the response status

    • info

      removed the rate_limited enum value from the response property for the response status

    • info

      removed the rate_limited enum value from the response property for the response status

    • info

      removed the rate_limited enum value from the response property for the response status

    • info

      removed the recipients_suppressed enum value from the response property for the response status

    • info

      removed the recipients_suppressed enum value from the response property for the response status

    • info

      removed the recipients_suppressed enum value from the response property for the response status

    • info

      removed the recipients_suppressed enum value from the response property for the response status

    • info

      removed the wrong_region_token enum value from the response property for the response status

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      removed the wrong_region_token enum value from the response property for the response status

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      removed the wrong_region_token enum value from the response property for the response status

    • info

      removed the wrong_region_token enum value from the response property for the response status