Conversations API

Conversations over API is a platform for cross-channel communication where businesses can interact with their customers over a single API. You can integrate a custom range of Conversations (opens in a new tab) features to fulfill your needs:

• Supervisor dashboard
• Agent real-time communication interface
• Custom waiting strategy
• External bot integration such as welcome bot, mid-conversation bot, closing/satisfaction bot

Conversations HTTP API supports the following functionalities:

• Conversation threading
• Channels
• Agent, queues, and routing management
• Call center features

Depending on your business needs, you can use conversation threading only and skip the agent, queue, and routing management. However, if needed, you can also combine any of the functionalities mentioned above.

The solution also includes automated conversations over:

• Moments API (opens in a new tab)
• Moments using Flow on the web interface
• External bots (opens in a new tab)
• Broadcast messaging
• Customer data management and segmentation over People API (opens in a new tab), and People on the web interface.

You can find the technical specifications for the API integration in our Conversations API (opens in a new tab) documentation.

If you run into any issues, contact our Support (opens in a new tab) team.

Available channels

These are the supported channels over Conversations API:

• Apple Messages for Business
• Calls (Voice and Video)
• Email (Early Access)
• Instagram Messaging
• KakaoTalk
• LINE
• Live Chat
• Messenger
• Open Channel (opens in a new tab)
• RCS
• SMS
• Telegram
• Viber Bots
• Viber Business Messages
• WhatsApp

Webhooks

Webhooks are automated messages sent from one application to another when a specific event occurs. They enable real-time communication between systems by delivering data via HTTP requests.

Conversations webhooks provide instant access to conversation details and the latest message information, allowing you to manage customer inquiries more efficiently. They also enable real-time integrations to automate workflows for message routing, escalation, and analytics. As a result, they enhance operational reporting with comprehensive conversation and message-level metadata.

To learn more about the Conversations API webhooks, visit the Webhooks (opens in a new tab) page.