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 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 API endpoint.

Get conversation

Use the Get conversation 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

json

3 "conversations": [

4 {

5 "id": "37B93F4D2BA3C58B58526EAEAA1AB35C",

6 "topic": "Conversation demo topic",

7 "summary": null,

8 "status": "OPEN",

9 "priority": "NORMAL",

10 "queueId": null,

11 "agentId": null,

12 "createdAt": "2025-04-24T11:25:41.058+0000",

13 "updatedAt": "2025-04-24T11:25:41.058+0000",

14 "channel": "NO_CHANNEL"

15 }

16 ]

17}

Route conversation

Use the Route conversation 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:

Infobip Flow (Moments)
External bot integrations

NoteFlows are best suited for simple IVR-style scenarios.
For chatbot-first handling of new conversation threads with optional escalation to agents (To Agent), see the Answers solution.

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 and Remove tag from conversation methods to categorize conversations for assignment or reporting.

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

NoteRemoving a tag does not delete the tag itself or the conversation.

Refer to the Conversation management API documentation to learn more about additional API methods for managing conversations.