Conversations
Conversation lifecycle (CRUD, assignment, status).
What the 'New conversation' box opens on
The workspace's country (ISO 3166-1 alpha-2, used by the clients to
Who the typed recipient is, and what can be done with them
The one answer behind the universal 'To:' box, shared by the phone and
Open (or find) the thread to write to a recipient in
A channel, and either `contact_id` or the address typed into the box
Take back an empty thread the box opened
The member left the thread without writing. Removes it — and the
List conversations
The inbox: conversations on every channel, latest activity first by
Create a conversation
Opens a conversation record for an existing contact. Nothing is sent
Per-status conversation counts
Conversation counts grouped by status (Faz 7B), for the inbox status-folder dropdown badges. `all` is the total across every status. A single RLS-scoped GROUP BY; readable by any tenant member.
Channels in use
The channels that ACTUALLY have conversations in this tenant — the distinct `source` values present (Faz 7C). The inbox channel filter offers only these, never the full ChannelSource enum, so it can't list a channel the workspace hasn't used. RLS-scoped; readable by any tenant member.
Inbox-nav submenu channels
The channels surfaced as submenus under the inbox nav for the signed-in member: shared channels an admin pinned (`config.show_in_inbox_nav`) plus the member's OWN personal mailbox (always shown to them, hidden from everyone else). Each entry deep-links the inbox to a single `channel_id`.
Inbox cockpit overview
Glanceable counts + the agent's actionable work (IB-7), under the same per-agent visibility scope as the list. Powers the empty reading-pane cockpit. RLS-scoped.
Bulk inbox action
Apply one action (archive / reopen / trash / read / unread / assign) to a set of conversation ids (IB-5). Each row is gated by the same policy as its single-conversation endpoint; rows the agent can't act on (or that fail an illegal status transition) are skipped, not errored. Returns the number actually affected. RLS-scoped.
Get a conversation
One conversation with its contact, tags, assigned member, participants,
Update a conversation
Change status, assignment, department, title or rating. A status change
Delete (soft) a conversation
Moves the conversation to trash.
Permanently delete a conversation (irreversible)
Hard-deletes the conversation and EVERYTHING attached to it, leaving no
Auto-route a conversation to an agent
(Re)queue an unassigned conversation for strategy-based auto-routing
Take an unowned conversation yourself
'Üstlen' (doc 64 §6.6). Assigns the conversation to the caller only
Transfer a conversation (AC-3)
Hand off a conversation the actor is handling — `direct` to a specific
Open a transfer approval request (AC-4)
An agent opens a REQUEST to hand their conversation off; ownership does
List pending transfer requests (AC-4)
The pending transfer requests visible to the actor: approvers (holders of
Approve a transfer request (AC-4)
A supervisor approves a pending request: the conversation is assigned to
Decline a transfer request (AC-4)
A supervisor declines a pending request (optional `note`); ownership is
Cancel your own transfer request (AC-4)
The requesting agent withdraws their own still-pending request.
Fold this conversation into another
Moves everything this conversation holds — messages, attachments, notes,
Block a conversation
Locks a single conversation (status → `blocked`): the web-chat visitor
Report a Hepsiburada question instead of answering it
'Report a problem' on a Hepsiburada 'Ask the Seller' question (doc 71
The Amazon order card of an Amazon conversation
The mirrored order (no personal data), the templated message types
Tie an Amazon order number to an Amazon conversation
A buyer writing from a product page sends no order number (doc 72
Send one of Amazon's templated, order-bound messages
Messaging API v1 (doc 72 §4.2): Amazon itself e-mails the buyer, adds
Ask Amazon to request a review for an order
Solicitations API (doc 72 §4.3): Amazon's fixed, translated 'product
Unblock a conversation
Moves a `blocked` conversation back to `on_hold` (an agent then triages
Take a conversation over from the AI bot
Manual human takeover: assigns the conversation to the acting agent and
The flows this conversation can be sent through by hand
The dispatcher list for the `manual` flow trigger. Only flows that
Start a flow on this conversation, live
Runs the flow on this conversation with the real sink: the customer
Give a conversation back to the AI bot
Reverse of a takeover: re-enables the AI bot for the conversation
List a conversation's shared media, documents or links
WhatsApp-style shared content of a conversation, one tab per request:
Download a conversation transcript
Download the whole conversation (oldest→newest) as a file in one of four
Email a conversation transcript to the contact
Email the transcript to the conversation's contact in an offered, non-zip
List internal notes
Internal staff-only notes on a conversation (newest first).
Add an internal note
Adds a staff-only note. The author is the authenticated user; notes are
Delete an internal note
Deletes a note. The author may delete their own note; supervisors and
Attach a tag
Attaches an existing tenant tag to the conversation (idempotent).
Detach a tag
Detach a tag
Hand this Meta thread to another tool
Passing NAMES A SUCCESSOR — 'you take it' — and the default successor is
Get this Meta thread back
TAKING AND ASKING ARE DIFFERENT NEWS (38 §I1.2). Meta permits a takeover
Step aside — we are finished with this thread
NOT THE SAME AS PASSING (38 §I1.6). Passing names a successor; releasing
Keep this thread ours past Meta's 24 hours
For a case that outlives a working day — a part on order, a claim being
List the Instagram account's own posts, for the post share
`MEDIA_SHARE` sends one of the business's own published posts into the
List the WhatsApp catalog products that can be shared
The tenant's Meta Commerce Manager catalog, so the composer's product
Send an approved WhatsApp template in a conversation
Sends one of the channel's approved message templates to the customer —
List places near a coordinate
Nearby places for the composer's 'share a location' screen, proxied
The AI's ranked 'who should take this?'
Up to three of the people routing finds eligible, best first, each with
Why a conversation is where it is
Its assignment history (doc 64 §4.2), newest first, at most 50.
Also send replies to the marketplace team
On a buyer thread the operator may join, agents' replies also go to the
Start a conversation with the buyer about an order
OR43 (doc 84 §5, owner decision §14-E): a new marketplace thread on the
List the WhatsApp Flows an agent can send in this conversation
The Flows on the conversation's WhatsApp Business Account, for the