Manage conversations

Use the methods described below to manage conversations more effectively.

Create conversation

A conversation is a container for messages exchanged between agents and customers. Each conversation can include the following properties:

• Topic
• Summary
• Status
• Priority
• Queue
• Agent
• Channel

All properties are optional. If not provided, status, priority, and channel are assigned default values.

After creation, you can tag the conversation and route it to the appropriate queue.

To learn more, see the Create conversation (opens in a new tab) API endpoint in the Infobip API documentation.

Update conversation

You can update any conversation property until the conversation is marked as Closed.

To learn more, see the Update conversation (opens in a new tab) API endpoint.

Get conversation

Use the Get conversation (opens in a new tab) API endpoint to retrieve a list of conversations based on selected criteria. Pagination and filtering options are available.

Include any of the optional filters described in the API documentation to refine the results.

Response example

 
{
    "conversations": [
        {
            "id": "37B93F4D2BA3C58B58526EAEAA1AB35C",
            "topic": "Conversation demo topic",
            "summary": null,
            "status": "OPEN",
            "priority": "NORMAL",
            "queueId": null,
            "agentId": null,
            "createdAt": "2025-04-24T11:25:41.058+0000",
            "updatedAt": "2025-04-24T11:25:41.058+0000",
            "channel": "NO_CHANNEL"
        }
    ]
}
 
 

Route conversation

Use the Route conversation (opens in a new tab) API endpoint to set a conversation to Unassigned and trigger routing again.

This is typically used when handing off a conversation from a bot to an agent. Bots can be created using:

1. Infobip Flow (Moments)
2. External bot integrations

You cannot route conversations with the Closed status.

Refer to routing setup instructions for more details.

Add and remove tags

Use the Add tag to conversation (opens in a new tab) and Remove tag from conversation (opens in a new tab) methods to categorize conversations for assignment or reporting.

The only required parameter is the conversationId and the tag name.

Refer to the Conversation management (opens in a new tab) API documentation to learn more about additional API methods for managing conversations.