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Auth API
Billing API
Voice API
Ticketing API
Engagements API
Uploads API
Automation API
Notifications API
Reports API

Introduction
CreateStatusConfig creates a new custom status configuration.
DeleteStatusConfig deletes a custom status configuration.
GetAvailableAgents retrieves all currently available agents.
GetCurrentStatus retrieves an agent's current status.
GetMyStatistics retrieves the authenticated agent's status statistics.
GetMyStatusHistory retrieves the authenticated agent's status history.
GetMyStatus retrieves the authenticated agent's current status.
GetStatistics retrieves agent status statistics.
GetStatusConfig retrieves a specific status configuration.
GetStatusHistory retrieves an agent's status history.
ListStatusConfigs lists all status configurations.
SetAgentStatus sets an agent's current status.
SetMyStatus sets the authenticated agent's current status.
UpdateStatusConfig updates an existing status configuration.
CreateAttachment creates a new attachment.
DeleteAttachment deletes an attachment.
GetAttachment retrieves an attachment by ID.
ListAttachments retrieves attachments for a message.
UpdateAttachment updates an attachment.
CreateChannelConfig creates a new channel configuration.
DeleteChannelConfig removes a channel configuration.
GetAutoReplySettings retrieves auto-reply settings for a channel.
GetChannelConfig retrieves a channel configuration.
GetChannel retrieves a single channel definition.
ListChannelConfigs lists organization's configurations.
ListChannels lists all available messaging platforms.
SyncChannelConfig syncs data with platform.
TestAutoReply sends a test auto-reply message.
UpdateAutoReplySettings updates auto-reply settings for a channel.
UpdateChannelConfig updates a channel configuration.
VerifyChannelConfig tests a channel configuration.
CreateContactRole creates a new contact role for the organization.
CreateContactStage creates a new contact stage for the organization.
CreateContactType creates a new contact type for the organization.
CreateDepartment creates a new department for the organization.
CreateGroup creates a new contact group for the organization.
CreateLineOfBusiness creates a new line of business for the organization.
DeleteContactRole deletes a contact role.
DeleteContactStage deletes a contact stage.
DeleteContactType deletes a contact type.
DeleteDepartment deletes a department.
DeleteGroup deletes a contact group.
DeleteLineOfBusiness deletes a line of business.
ListCities lists cities, optionally filtered by country.
ListContactRoles lists contact roles for the organization.
ListContactStages lists contact stages for the organization.
ListContactTypes lists contact types for the organization.
ListCountries lists all available countries.
ListDepartments lists departments for the organization.
ListGroups lists contact groups for the organization.
ListIndustries lists all available industries.
ListLinesOfBusiness lists lines of business for the organization.
UpdateContactRole updates a contact role.
UpdateContactStage updates a contact stage.
UpdateContactType updates a contact type.
UpdateDepartment updates a department.
UpdateGroup updates a contact group.
UpdateLineOfBusiness updates a line of business.
CreateContact creates a new customer contact.
DeleteContact removes a contact.
GetContact retrieves a contact by ID.
GetStageHistory retrieves stage change history.
ListContacts lists contacts with filtering and pagination.
SearchContact finds a contact by phone or email.
UpdateContact modifies an existing contact.
UpdateStage changes a contact's pipeline stage.
ConfigureWebhook sets up or updates webhook configuration.
DisconnectEmail disconnects the email integration.
GetDNSRecords retrieves required DNS records for a domain.
GetEmailDomainConfig retrieves email domain configuration.
GetEmailSettings retrieves email-specific settings.
SetupEmailDomain initiates email domain configuration.
TestEmailConfig sends a test email.
UpdateEmailDomainConfig updates email domain sender settings.
UpdateEmailSettings updates email-specific settings.
VerifyEmailDomain checks DNS configuration for custom domains.
CreateEscalationPolicy creates a new escalation policy.
CreateEscalationRule creates a new escalation rule within a policy.
DeleteEscalationPolicy deletes an escalation policy.
DeleteEscalationRule deletes an escalation rule.
GetEscalationHistory retrieves escalation history for an engagement.
GetEscalationPolicy retrieves an escalation policy by ID.
GetEscalationRule retrieves an escalation rule by ID.
ListEscalationHistory lists escalation history for an organization.
ListEscalationPolicies lists all escalation policies for an organization.
UpdateEscalationPolicy updates an escalation policy.
UpdateEscalationRule updates an escalation rule.
AssignEngagement assigns an engagement to an agent.
BulkUpdateEngagements updates multiple engagements.
CloseEngagement closes an engagement with outcome.
CreateEngagement creates a new customer engagement.
DeleteEngagement removes an engagement.
EscalateToTicket escalates an engagement to a ticket.
GenerateEngagementSummary triggers AI summary generation.
GetEngagementByExternalId finds engagement by platform ID.
GetEngagementBySource finds engagement by source reference.
GetEngagementStats retrieves engagement statistics by channel and status.
GetEngagementTimeline retrieves activity history.
GetEngagement retrieves a single engagement by ID.
GetInbox retrieves the agent's inbox with all data needed for display.
ListEngagements retrieves engagements matching filters.
MergeEngagements combines multiple engagements.
ReopenEngagement reopens a closed engagement.
SelfAssignEngagement allows an agent to assign an engagement to themselves.
TransferEngagement transfers engagement between agents.
UpdateEngagement modifies an existing engagement.
GetEngagementSettings retrieves current settings.
UpdateEngagementSettings updates settings.
CreateSLAPolicy creates a new SLA policy.
DeleteSLAPolicy deletes an SLA policy.
GetEngagementSLA retrieves the SLA status for a specific engagement.
GetSLAPolicy retrieves an SLA policy by ID.
ListSLABreaches lists SLA breaches for an organization.
ListSLAPolicies lists all SLA policies for an organization.
PauseSLA pauses SLA tracking for an engagement.
ResumeSLA resumes SLA tracking for an engagement.
UpdateSLAPolicy updates an SLA policy.
OAuth2 Flow - Complete OAuth and get available pages
Disconnect - Soft delete channel configuration
Get page status and health info
OAuth2 Flow - Initiate OAuth to connect Facebook Page
Select a page from the OAuth session to connect
Manual Configuration - Verify credentials and create channel config
OAuth2 Flow - Complete OAuth and get available Instagram accounts
Disconnect - Soft delete channel configuration
Get account status and health info
OAuth2 Flow - Initiate OAuth to connect Instagram Business Account
Select an Instagram account from the OAuth session to connect
Manual Configuration - Verify credentials and create channel config
BulkMarkAsRead marks multiple messages as read.
CreateMessage creates a message in an engagement.
DeleteMessage removes a message.
GetMessageByExternalId finds message by platform ID.
GetMessageThread retrieves a message thread.
GetMessage retrieves a single message by ID.
GetUnreadCount retrieves total unread count for current user.
GetUnreadCountsByEngagement retrieves unread counts per engagement.
ListMessages retrieves messages for an engagement.
MarkEngagementAsRead marks all messages in engagement as read.
MarkMessageAsRead marks a message as read.
RetryFailedMessage retries delivery of a failed message.
SearchMessages searches message content.
SendMessage creates and sends a message via channel.
UpdateMessage modifies an existing message.
CreateOutcome creates a new outcome.
DeleteOutcome deletes an outcome.
GetOutcome retrieves an outcome by ID.
ListOutcomes lists all outcomes.
UpdateOutcome updates an outcome.
BulkAddParticipants adds multiple participants.
CreateParticipant adds a participant to an engagement.
DeleteParticipant removes a participant record.
GetParticipant retrieves a participant by ID.
ListParticipants retrieves engagement participants.
RemoveParticipant marks a participant as left.
TransferOwnership transfers engagement ownership.
UpdateParticipant updates a participant.
GetAgentTokens generates Centrifugo tokens for an authenticated agent.
GetEngagementToken generates a subscription token for a specific engagement.
GetPresence retrieves presence status for specified agents.
GetQueueToken generates a subscription token for a voice queue channel.
GetQueueTokens generates subscription tokens for multiple voice queues.
GetVisitorTokens generates Centrifugo tokens for a webchat visitor.
Heartbeat extends the authenticated agent's presence TTL.
MarkAsRead marks messages in an engagement as read.
StartTyping notifies participants that the user started typing.
StopTyping notifies participants that the user stopped typing.
UpdatePresence updates the authenticated agent's presence status.
GetAgentCapacity retrieves an agent's capacity.
GetAvailableAgentsForQueue retrieves available agents for a queue.
GetRoutingHistory retrieves routing history for an engagement.
RouteEngagement routes an engagement to an appropriate agent.
UpdateAgentCapacity updates an agent's capacity settings.
AddQueueMember adds a member to a queue.
AddRequiredSkill adds a skill requirement to a queue.
CreateQueue creates a new routing queue.
DeleteQueue deletes a queue.
GetAssignableAgents returns agents that can be assigned to a queue.
GetQueueStats retrieves queue statistics.
GetQueue retrieves a queue by ID.
ListQueueMembers lists all members of a queue.
ListQueues lists all queues for an organization.
RemoveQueueMember removes a member from a queue.
RemoveRequiredSkill removes a skill requirement from a queue.
UpdateQueueMember updates a queue member's settings.
UpdateQueue updates a queue.
CreateRule creates a new routing rule.
DeleteRule deletes a rule.
GetRule retrieves a rule by ID.
ListRules lists all rules for an organization.
UpdateRule updates a rule.
AssignSkillToAgent assigns a skill to an agent.
CreateSkill creates a new routing skill.
DeleteSkill deletes a skill.
GetSkill retrieves a skill by ID.
ListAgentSkills lists all skills for an agent.
ListSkills lists all skills for an organization.
RemoveSkillFromAgent removes a skill from an agent.
UpdateAgentSkill updates an agent's skill proficiency.
UpdateSkill updates a skill.
BulkApplyTags applies tags to multiple engagements.
CreateTag creates a new tag.
DeleteTag deletes a tag.
GetPopularTags retrieves most used tags.
GetTag retrieves a tag by ID.
ListTags lists tags.
RemoveTagsFromEngagement removes tags from an engagement.
UpdateTag updates a tag.
CreateTemplate creates a new template.
DeleteTemplate deletes a template.
GetTemplateByShortcut finds a template by its shortcut.
GetTemplate retrieves a template by ID.
ListTemplates lists templates.
RenderTemplate renders a template with variable values.
UpdateTemplate updates a template.
CreateTopic creates a new topic.
DeleteTopic deletes a topic.
GetTopic retrieves a topic by ID.
ListTopics lists topics.
UpdateTopic updates a topic.
CreateOfflineMessage creates a message when team is offline.
CreateWidgetConfig creates webchat widget configuration.
GenerateSnippet generates JavaScript embed snippet.
GetVisitorByVisitorID retrieves visitor by client-generated ID.
GetVisitor retrieves a visitor by ID.
GetWidgetConfig retrieves webchat widget configuration.
GetWidgetStatus checks if team is online.
LinkVisitorToContact links a webchat visitor to a contact record.
ListOfflineMessages lists offline messages.
ListVisitors lists webchat visitors with filtering.
ProcessOfflineMessage processes an offline message.
SendChatTranscript emails conversation transcript.
UpdateWidgetConfig updates webchat widget configuration.
CompleteOAuth2 processes OAuth2 code submitted by the frontend.
CreateWhatsAppTemplate creates a new template in Meta.
DeleteWhatsAppTemplate deletes a template from Meta.
DisconnectWhatsApp deactivates a WhatsApp channel configuration.
GetPhoneNumberStatus retrieves phone number health and quality.
GetWhatsAppTemplate retrieves a single template.
HandleEmbeddedSignupCallback processes the Embedded Signup callback.
HandleOAuth2Callback processes the OAuth2 callback from Meta.
HandleOAuthCallback processes the OAuth callback from Meta. Deprecated: Use HandleOAuth2Callback or HandleEmbeddedSignupCallback instead.
InitiateConnect starts the Meta Embedded Signup OAuth flow. Deprecated: Use InitiateOAuth2 or InitiateEmbeddedSignup instead.
InitiateEmbeddedSignup starts Meta's Embedded Signup flow.
InitiateOAuth2 starts the OAuth2 flow to connect an existing WABA.
LinkPhoneNumbers creates channel configs for selected phone numbers.
ListWhatsAppTemplates retrieves templates for a channel config.
SyncTemplates fetches templates from Meta and updates local cache.
VerifyCredentials validates and creates a WhatsApp configuration.

GetSLAPolicy retrieves an SLA policy by ID.

GetSLAPolicy retrieves an SLA policy by ID.

GET /api/v1/engagements/sla/policies/:id

GetSLAPolicy retrieves an SLA policy by ID.

Request

Responses

200
default

A successful response.

An unexpected error response.

GetEngagementSLA retrieves the SLA status for a specific engagement.

ListSLABreaches lists SLA breaches for an organization.

Documentation

Getting Started
Authentication
API Reference

API Services

Auth API
Billing API
Voice API
Ticketing API
Reports API
Notifications API

More

Changelog
GitHub
Support

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