Access & visibility
Allow support.UpdateConversation on your API key. Resource read permissions: core:Conversation. Resource write permissions: core:Conversation.
Workspace access by default. Private member data requires approved member delegation through Brigg-Act-As; the key supplies permissions while private ownership and project boundaries remain enforced.
Request fields
Send a JSON object with the following fields. Required fields must be included; omit optional fields you do not need.
idstringRequiredID of a visible core:Conversation record. Find it with support.ListConversations. Use the record's top-level id, not a business field or account ID.
dataConversationOptionalThe fields to set.
Conversation
Conversation2 fields
subjectstringOptionalConversation subject shown to the support team.
statusstringOptionalCurrent case state. Resolved and closed are distinct stored states; use the value returned by the API.
Allowed: "new", "open", "pending", "escalated", "snoozed", "resolved", "closed".
Relationships and assignment5 fields
inbox_refstringOptionalID of a core:Inbox record. Find it with support.ListInboxes and use the top-level id. This is not an account ID or a display name.
contact_refstringOptionalID of a core:Person record. Find it with customers.ListPeople and use the top-level id. This is not an account ID or a display name.
company_refstringOptionalID of a core:Company record. Find it with customers.ListCompanies and use the top-level id. This is not an account ID or a display name.
assignee_refstringOptionalID of a core:Person record. Find it with customers.ListPeople and use the top-level id. This is not an account ID or a display name.
tagsarray of stringOptionalStable tag keys, not labels. Use List tag vocabularies to find the vocabulary for this resource type and field, then List tags for its key/label pairs.
unsetarray of stringOptionalKeys of data to remove.
Each item: "inbox_ref", "subject", "contact_ref", "company_ref", "status", "assignee_ref", "channel", "tags", "snippet", "last_message_at", "first_response_at".
expectedobjectOptionalPrior business-field values that must still match before the write. Use fields from this record’s data object, without the data. prefix. Use {"$absent":true} as a value to require an absent field. A mismatch returns 409 conflict. See the conditional example for this resource.
Nested fields
inbox_refstring or objectOptionalCommit only if the previous inbox_ref value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
subjectstring or objectOptionalCommit only if the previous subject value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
contact_refstring or objectOptionalCommit only if the previous contact_ref value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
company_refstring or objectOptionalCommit only if the previous company_ref value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
statusstring or objectOptionalCommit only if the previous status value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
assignee_refstring or objectOptionalCommit only if the previous assignee_ref value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
channelstring or objectOptionalCommit only if the previous channel value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
tagsarray of string or objectOptionalCommit only if the previous tags value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
snippetstring or objectOptionalCommit only if the previous snippet value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
last_message_atnumber or objectOptionalCommit only if the previous last_message_at value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
first_response_atnumber or objectOptionalCommit only if the previous first_response_at value matches; use $absent to require that this field is missing.
Nested fields
$absent = true
$absenttrueRequiredRequire the field to be missing, rather than present with a null value.
Always true.
Update without losing changes
Send only the business fields you want to change in data; omitted fields stay unchanged. Use unset to remove an optional field. Setting a field to null is a different action and is allowed only when its schema permits null.
Use expected for a conditional update: supply the values you last read for the fields whose concurrent changes would matter. {"$absent": true} expects a missing field. A conflict means you must read the record again and decide how to reconcile the change. Keep the same idempotency key when retrying the original action; use a new key for a revised action.
Response
Returns 200 OK with a JSON body.
Record metadata sits outside data. Timestamps created_at and updated_at are Unix milliseconds. Optional business fields may be absent; absence does not mean false or zero. A field accepts null only when its type includes null.
itemConversationRecordRequiredThe requested record, including its metadata and data fields.
ConversationRecord
idstringRequiredStable core:Conversation record ID. Keep this top-level value when reading or referring to this record. Available actions are linked under Next steps; an ID does not imply the resource can be edited.
created_atnumberRequiredTime the record was created, in Unix milliseconds.
updated_atnumberRequiredTime the record most recently changed, in Unix milliseconds. Use with overlapping windows for incremental reads.
created_bystring or nullRequiredAccount that originally created the record, or null for a workspace/system-originated record. This is provenance, not its current owner or a Person record ID.
privatebooleanRequiredTrue for a member-owned private record. An API key needs approved delegation to that owner; false alone does not bypass resource grants or other access rules.
dataConversationRequiredThe record's fields.
Conversation
Conversation4 fields
subjectstringOptionalConversation subject shown to the support team.
statusstringOptionalCurrent case state. Resolved and closed are distinct stored states; use the value returned by the API.
Allowed: "new", "open", "pending", "escalated", "snoozed", "resolved", "closed".
channelstringOptionalChannel through which this conversation arrived.
Allowed: "email", "web_chat", "contact_form", "sms", "phone".
snippetstringOptionalShort preview of the conversation's latest message.
Relationships and assignment5 fields
inbox_refstringOptionalID of a core:Inbox record. Find it with support.ListInboxes and use the top-level id. This is not an account ID or a display name.
contact_refstringOptionalID of a core:Person record. Find it with customers.ListPeople and use the top-level id. This is not an account ID or a display name.
company_refstringOptionalID of a core:Company record. Find it with customers.ListCompanies and use the top-level id. This is not an account ID or a display name.
assignee_refstringOptionalID of a core:Person record. Find it with customers.ListPeople and use the top-level id. This is not an account ID or a display name.
tagsarray of stringOptionalStable tag keys, not labels. Use List tag vocabularies to find the vocabulary for this resource type and field, then List tags for its key/label pairs.
Activity2 fields
last_message_atnumberOptionalMost recent message time in Unix milliseconds.
first_response_atnumberOptionalFirst response time in Unix milliseconds, when a response has been recorded.
Errors & retries
Set BRIGG_REQUEST_ID once for each logical action. The samples send it as Idempotency-Key. Reuse the same value and body on retries, including after a timeout; a missing response does not prove the action failed.
For rate limits, follow the server’s retry guidance and back off. See HTTP errors and safe retries and limits.
| HTTP status | Code | What to do |
|---|---|---|
| 400 | invalid_json |
Send a JSON object with Content-Type: application/json. |
| 400 | invalid_input |
Check the request fields and types. Supply a stable Idempotency-Key containing 1–200 characters. |
| 401 | invalid_key |
The workspace API key is missing, invalid or revoked. |
| 403 | forbidden |
Check the key’s operation and resource grants. If Brigg-Act-As is supplied, the key must be authorized to delegate to that member. |
| 404 | not_found |
The requested operation or resource is not available to this credential. |
| 429 | rate_limited |
Wait for Retry-After before retrying. Reuse the original Idempotency-Key. |
| 409 | conflict |
A supplied expected value no longer matches. Read the record again before deciding whether to retry. |
Next steps
JSON schemas
Use the complete schemas for validation or client generation.
Full request JSON schema
{
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "ID of a visible `core:Conversation` record. Find it with [support.ListConversations](/developers/reference/support/ListConversations). Use the record's top-level `id`, not a business field or account ID."
},
"data": {
"type": "object",
"properties": {
"inbox_ref": {
"type": "string",
"description": "ID of a `core:Inbox` record. Find it with [support.ListInboxes](/developers/reference/support/ListInboxes) and use the top-level `id`. This is not an account ID or a display name."
},
"subject": {
"type": "string",
"description": "Conversation subject shown to the support team."
},
"contact_ref": {
"type": "string",
"description": "ID of a `core:Person` record. Find it with [customers.ListPeople](/developers/reference/customers/ListPeople) and use the top-level `id`. This is not an account ID or a display name."
},
"company_ref": {
"type": "string",
"description": "ID of a `core:Company` record. Find it with [customers.ListCompanies](/developers/reference/customers/ListCompanies) and use the top-level `id`. This is not an account ID or a display name."
},
"status": {
"type": "string",
"enum": [
"new",
"open",
"pending",
"escalated",
"snoozed",
"resolved",
"closed"
],
"description": "Current case state. Resolved and closed are distinct stored states; use the value returned by the API."
},
"assignee_ref": {
"type": "string",
"description": "ID of a `core:Person` record. Find it with [customers.ListPeople](/developers/reference/customers/ListPeople) and use the top-level `id`. This is not an account ID or a display name."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "Stable tag keys, not labels. Use [List tag vocabularies](/developers/reference/customers/ListTagVocabularies) to find the vocabulary for this resource type and field, then [List tags](/developers/reference/customers/ListTags) for its key/label pairs."
}
},
"additionalProperties": false,
"required": [],
"description": "The fields to set.",
"title": "Conversation"
},
"unset": {
"type": "array",
"items": {
"type": "string",
"enum": [
"inbox_ref",
"subject",
"contact_ref",
"company_ref",
"status",
"assignee_ref",
"channel",
"tags",
"snippet",
"last_message_at",
"first_response_at"
]
},
"description": "Keys of `data` to remove."
},
"expected": {
"type": "object",
"description": "Prior business-field values that must still match before the write. Use fields from this record’s data object, without the data. prefix. Use {\"$absent\":true} as a value to require an absent field. A mismatch returns 409 conflict. See the conditional example for this resource.",
"additionalProperties": false,
"properties": {
"inbox_ref": {
"description": "Commit only if the previous inbox_ref value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "ID of a `core:Inbox` record. Find it with [support.ListInboxes](/developers/reference/support/ListInboxes) and use the top-level `id`. This is not an account ID or a display name."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"subject": {
"description": "Commit only if the previous subject value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Conversation subject shown to the support team."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"contact_ref": {
"description": "Commit only if the previous contact_ref value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "ID of a `core:Person` record. Find it with [customers.ListPeople](/developers/reference/customers/ListPeople) and use the top-level `id`. This is not an account ID or a display name."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"company_ref": {
"description": "Commit only if the previous company_ref value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "ID of a `core:Company` record. Find it with [customers.ListCompanies](/developers/reference/customers/ListCompanies) and use the top-level `id`. This is not an account ID or a display name."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"status": {
"description": "Commit only if the previous status value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"enum": [
"new",
"open",
"pending",
"escalated",
"snoozed",
"resolved",
"closed"
],
"description": "Current case state. Resolved and closed are distinct stored states; use the value returned by the API."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"assignee_ref": {
"description": "Commit only if the previous assignee_ref value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "ID of a `core:Person` record. Find it with [customers.ListPeople](/developers/reference/customers/ListPeople) and use the top-level `id`. This is not an account ID or a display name."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"channel": {
"description": "Commit only if the previous channel value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"enum": [
"email",
"web_chat",
"contact_form",
"sms",
"phone"
],
"description": "Channel through which this conversation arrived."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"tags": {
"description": "Commit only if the previous tags value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "array",
"items": {
"type": "string"
},
"description": "Stable tag keys, not labels. Use [List tag vocabularies](/developers/reference/customers/ListTagVocabularies) to find the vocabulary for this resource type and field, then [List tags](/developers/reference/customers/ListTags) for its key/label pairs."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"snippet": {
"description": "Commit only if the previous snippet value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Short preview of the conversation's latest message."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"last_message_at": {
"description": "Commit only if the previous last_message_at value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "number",
"description": "Most recent message time in Unix milliseconds."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"first_response_at": {
"description": "Commit only if the previous first_response_at value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "number",
"description": "First response time in Unix milliseconds, when a response has been recorded."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
}
}
}
},
"required": [
"id"
],
"additionalProperties": false,
"examples": [
{
"id": "e_conversation_example",
"data": {
"status": "resolved"
}
}
]
}Full response JSON schema
{
"type": "object",
"properties": {
"item": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "Stable core:Conversation record ID. Keep this top-level value when reading or referring to this record. Available actions are linked under Next steps; an ID does not imply the resource can be edited."
},
"created_at": {
"type": "number",
"description": "Time the record was created, in Unix milliseconds."
},
"updated_at": {
"type": "number",
"description": "Time the record most recently changed, in Unix milliseconds. Use with overlapping windows for incremental reads."
},
"created_by": {
"type": [
"string",
"null"
],
"description": "Account that originally created the record, or null for a workspace/system-originated record. This is provenance, not its current owner or a Person record ID."
},
"private": {
"type": "boolean",
"description": "True for a member-owned private record. An API key needs approved delegation to that owner; false alone does not bypass resource grants or other access rules."
},
"data": {
"type": "object",
"properties": {
"inbox_ref": {
"type": "string",
"description": "ID of a `core:Inbox` record. Find it with [support.ListInboxes](/developers/reference/support/ListInboxes) and use the top-level `id`. This is not an account ID or a display name."
},
"subject": {
"type": "string",
"description": "Conversation subject shown to the support team."
},
"contact_ref": {
"type": "string",
"description": "ID of a `core:Person` record. Find it with [customers.ListPeople](/developers/reference/customers/ListPeople) and use the top-level `id`. This is not an account ID or a display name."
},
"company_ref": {
"type": "string",
"description": "ID of a `core:Company` record. Find it with [customers.ListCompanies](/developers/reference/customers/ListCompanies) and use the top-level `id`. This is not an account ID or a display name."
},
"status": {
"type": "string",
"enum": [
"new",
"open",
"pending",
"escalated",
"snoozed",
"resolved",
"closed"
],
"description": "Current case state. Resolved and closed are distinct stored states; use the value returned by the API."
},
"assignee_ref": {
"type": "string",
"description": "ID of a `core:Person` record. Find it with [customers.ListPeople](/developers/reference/customers/ListPeople) and use the top-level `id`. This is not an account ID or a display name."
},
"channel": {
"type": "string",
"enum": [
"email",
"web_chat",
"contact_form",
"sms",
"phone"
],
"description": "Channel through which this conversation arrived."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "Stable tag keys, not labels. Use [List tag vocabularies](/developers/reference/customers/ListTagVocabularies) to find the vocabulary for this resource type and field, then [List tags](/developers/reference/customers/ListTags) for its key/label pairs."
},
"snippet": {
"type": "string",
"description": "Short preview of the conversation's latest message."
},
"last_message_at": {
"type": "number",
"description": "Most recent message time in Unix milliseconds."
},
"first_response_at": {
"type": "number",
"description": "First response time in Unix milliseconds, when a response has been recorded."
}
},
"additionalProperties": false,
"description": "The record's fields.",
"title": "Conversation"
}
},
"required": [
"id",
"created_at",
"updated_at",
"created_by",
"private",
"data"
],
"additionalProperties": false,
"description": "The requested record, including its metadata and data fields.",
"title": "ConversationRecord"
}
},
"required": [
"item"
],
"additionalProperties": false,
"examples": [
{
"item": {
"id": "e_conversation_example",
"created_at": 1791276900000,
"updated_at": 1791280800000,
"created_by": "a_jamie",
"private": false,
"data": {
"inbox_ref": "e_inbox_support",
"subject": "Help with onboarding",
"contact_ref": "e_person_alex",
"status": "resolved",
"channel": "email",
"snippet": "Can you help us import our contacts?",
"last_message_at": 1791279900000
}
}
}
]
}