Access & visibility
Allow support.UpdateInbox on your API key. Resource read permissions: core:Inbox. Resource write permissions: core:Inbox.
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:Inbox record. Find it with support.ListInboxes. Use the record's top-level id, not a business field or account ID.
dataInboxOptionalThe fields to set.
Inbox
Inbox5 fields
namestringOptionalTeam inbox display name.
slugstringOptionalStable URL segment identifying this item.
Pattern: ^[a-z][a-z0-9-]*$.
descriptionstringOptionalPurpose and scope of the team inbox.
purposestringOptionalWhether the inbox handles customer support or reception.
Allowed: "support", "reception".
accentstringOptionalDisplay color token; it does not change routing or access.
Allowed: "green", "blue", "amber", "violet", "neutral".
Assignment3 fields
default_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.
auto_assign_on_replybooleanOptionalWhether the first member reply assigns an unassigned conversation to that member.
round_robinbooleanOptionalSaved round-robin preference. This setting does not currently cause automatic assignment.
Agent instructions5 fields
agent_first_emailbooleanOptionalWhether the inbox agent takes the first turn on incoming email before escalating work to a person.
agent_first_web_chatbooleanOptionalWhether the inbox agent takes the first turn on incoming web chat before escalating work to a person.
playbook_mdstringOptionalShared answering and escalation instructions in Markdown.
voice_playbook_mdstringOptionalAdditional instructions for spoken phone conversations; the shared playbook still applies.
doc_foldersarray of objectOptionalDocument folders made available as reference material to this inbox.
Item fields
scopestringOptionalDocument collection scope containing the folder.
pathstringOptionalPath to the folder within the document collection.
Customer experience2 fields
signature_mdstringOptionalMarkdown footer appended to outgoing replies from this inbox.
web_chat_welcomestringOptionalWelcome message shown to web chat visitors. Empty or absent uses the localized default.
unsetarray of stringOptionalKeys of data to remove.
Each item: "name", "slug", "description", "purpose", "accent", "default_assignee_ref", "auto_assign_on_reply", "agent_first_email", "agent_first_web_chat", "round_robin", "playbook_md", "voice_playbook_md", "signature_md", "web_chat_welcome", "doc_folders".
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
namestring or objectOptionalCommit only if the previous name 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.
slugstring or objectOptionalCommit only if the previous slug 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.
descriptionstring or objectOptionalCommit only if the previous description 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.
purposestring or objectOptionalCommit only if the previous purpose 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.
accentstring or objectOptionalCommit only if the previous accent 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.
default_assignee_refstring or objectOptionalCommit only if the previous default_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.
auto_assign_on_replyboolean or objectOptionalCommit only if the previous auto_assign_on_reply 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.
agent_first_emailboolean or objectOptionalCommit only if the previous agent_first_email 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.
agent_first_web_chatboolean or objectOptionalCommit only if the previous agent_first_web_chat 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.
round_robinboolean or objectOptionalCommit only if the previous round_robin 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.
playbook_mdstring or objectOptionalCommit only if the previous playbook_md 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.
voice_playbook_mdstring or objectOptionalCommit only if the previous voice_playbook_md 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.
signature_mdstring or objectOptionalCommit only if the previous signature_md 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.
web_chat_welcomestring or objectOptionalCommit only if the previous web_chat_welcome 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.
doc_foldersarray of object or objectOptionalCommit only if the previous doc_folders value matches; use $absent to require that this field is missing.
Nested fields
Variant 1
scopestringOptionalDocument collection scope containing the folder.
pathstringOptionalPath to the folder within the document collection.
$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.
itemInboxRecordRequiredThe requested record, including its metadata and data fields.
InboxRecord
idstringRequiredStable core:Inbox 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.
dataInboxRequiredThe record's fields.
Inbox
Inbox5 fields
namestringRequiredTeam inbox display name.
slugstringOptionalStable URL segment identifying this item.
Pattern: ^[a-z][a-z0-9-]*$.
descriptionstringOptionalPurpose and scope of the team inbox.
purposestringOptionalWhether the inbox handles customer support or reception.
Allowed: "support", "reception".
accentstringOptionalDisplay color token; it does not change routing or access.
Allowed: "green", "blue", "amber", "violet", "neutral".
Assignment3 fields
default_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.
auto_assign_on_replybooleanOptionalWhether the first member reply assigns an unassigned conversation to that member.
round_robinbooleanOptionalSaved round-robin preference. This setting does not currently cause automatic assignment.
Agent instructions5 fields
agent_first_emailbooleanOptionalWhether the inbox agent takes the first turn on incoming email before escalating work to a person.
agent_first_web_chatbooleanOptionalWhether the inbox agent takes the first turn on incoming web chat before escalating work to a person.
playbook_mdstringOptionalShared answering and escalation instructions in Markdown.
voice_playbook_mdstringOptionalAdditional instructions for spoken phone conversations; the shared playbook still applies.
doc_foldersarray of objectOptionalDocument folders made available as reference material to this inbox.
Item fields
scopestringOptionalDocument collection scope containing the folder.
pathstringOptionalPath to the folder within the document collection.
Customer experience2 fields
signature_mdstringOptionalMarkdown footer appended to outgoing replies from this inbox.
web_chat_welcomestringOptionalWelcome message shown to web chat visitors. Empty or absent uses the localized default.
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:Inbox` record. Find it with [support.ListInboxes](/developers/reference/support/ListInboxes). Use the record's top-level `id`, not a business field or account ID."
},
"data": {
"type": "object",
"properties": {
"name": {
"type": "string",
"description": "Team inbox display name."
},
"slug": {
"type": "string",
"pattern": "^[a-z][a-z0-9-]*$",
"description": "Stable URL segment identifying this item."
},
"description": {
"type": "string",
"description": "Purpose and scope of the team inbox."
},
"purpose": {
"type": "string",
"enum": [
"support",
"reception"
],
"description": "Whether the inbox handles customer support or reception."
},
"accent": {
"type": "string",
"enum": [
"green",
"blue",
"amber",
"violet",
"neutral"
],
"description": "Display color token; it does not change routing or access."
},
"default_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."
},
"auto_assign_on_reply": {
"type": "boolean",
"description": "Whether the first member reply assigns an unassigned conversation to that member."
},
"agent_first_email": {
"type": "boolean",
"description": "Whether the inbox agent takes the first turn on incoming email before escalating work to a person."
},
"agent_first_web_chat": {
"type": "boolean",
"description": "Whether the inbox agent takes the first turn on incoming web chat before escalating work to a person."
},
"round_robin": {
"type": "boolean",
"description": "Saved round-robin preference. This setting does not currently cause automatic assignment."
},
"playbook_md": {
"type": "string",
"description": "Shared answering and escalation instructions in Markdown."
},
"voice_playbook_md": {
"type": "string",
"description": "Additional instructions for spoken phone conversations; the shared playbook still applies."
},
"signature_md": {
"type": "string",
"description": "Markdown footer appended to outgoing replies from this inbox."
},
"web_chat_welcome": {
"type": "string",
"description": "Welcome message shown to web chat visitors. Empty or absent uses the localized default."
},
"doc_folders": {
"type": "array",
"items": {
"type": "object",
"properties": {
"scope": {
"type": "string",
"description": "Document collection scope containing the folder."
},
"path": {
"type": "string",
"description": "Path to the folder within the document collection."
}
},
"additionalProperties": false
},
"description": "Document folders made available as reference material to this inbox."
}
},
"required": [],
"additionalProperties": false,
"description": "The fields to set.",
"title": "Inbox"
},
"unset": {
"type": "array",
"items": {
"type": "string",
"enum": [
"name",
"slug",
"description",
"purpose",
"accent",
"default_assignee_ref",
"auto_assign_on_reply",
"agent_first_email",
"agent_first_web_chat",
"round_robin",
"playbook_md",
"voice_playbook_md",
"signature_md",
"web_chat_welcome",
"doc_folders"
]
},
"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": {
"name": {
"description": "Commit only if the previous name value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Team inbox display name."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"slug": {
"description": "Commit only if the previous slug value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"pattern": "^[a-z][a-z0-9-]*$",
"description": "Stable URL segment identifying this item."
},
{
"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
}
]
},
"description": {
"description": "Commit only if the previous description value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Purpose and scope of the team inbox."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"purpose": {
"description": "Commit only if the previous purpose value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"enum": [
"support",
"reception"
],
"description": "Whether the inbox handles customer support or reception."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"accent": {
"description": "Commit only if the previous accent value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"enum": [
"green",
"blue",
"amber",
"violet",
"neutral"
],
"description": "Display color token; it does not change routing or access."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"default_assignee_ref": {
"description": "Commit only if the previous default_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
}
]
},
"auto_assign_on_reply": {
"description": "Commit only if the previous auto_assign_on_reply value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "boolean",
"description": "Whether the first member reply assigns an unassigned conversation to that member."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"agent_first_email": {
"description": "Commit only if the previous agent_first_email value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "boolean",
"description": "Whether the inbox agent takes the first turn on incoming email before escalating work to a person."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"agent_first_web_chat": {
"description": "Commit only if the previous agent_first_web_chat value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "boolean",
"description": "Whether the inbox agent takes the first turn on incoming web chat before escalating work to a person."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"round_robin": {
"description": "Commit only if the previous round_robin value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "boolean",
"description": "Saved round-robin preference. This setting does not currently cause automatic assignment."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"playbook_md": {
"description": "Commit only if the previous playbook_md value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Shared answering and escalation instructions in Markdown."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"voice_playbook_md": {
"description": "Commit only if the previous voice_playbook_md value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Additional instructions for spoken phone conversations; the shared playbook still applies."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"signature_md": {
"description": "Commit only if the previous signature_md value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Markdown footer appended to outgoing replies from this inbox."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"web_chat_welcome": {
"description": "Commit only if the previous web_chat_welcome value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "string",
"description": "Welcome message shown to web chat visitors. Empty or absent uses the localized default."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
},
"doc_folders": {
"description": "Commit only if the previous doc_folders value matches; use $absent to require that this field is missing.",
"anyOf": [
{
"type": "array",
"items": {
"type": "object",
"properties": {
"scope": {
"type": "string",
"description": "Document collection scope containing the folder."
},
"path": {
"type": "string",
"description": "Path to the folder within the document collection."
}
},
"additionalProperties": false
},
"description": "Document folders made available as reference material to this inbox."
},
{
"type": "object",
"properties": {
"$absent": {
"type": "boolean",
"const": true,
"description": "Require the field to be missing, rather than present with a null value."
}
},
"required": [
"$absent"
],
"additionalProperties": false
}
]
}
}
}
},
"required": [
"id"
],
"additionalProperties": false,
"examples": [
{
"id": "e_inbox_example",
"data": {
"description": "Product questions and onboarding support"
}
}
]
}Full response JSON schema
{
"type": "object",
"properties": {
"item": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "Stable core:Inbox record ID. Keep this top-level value when reading or referring to this record. Available actions are linked under Next steps; an ID does not imply the resource can be edited."
},
"created_at": {
"type": "number",
"description": "Time the record was created, in Unix milliseconds."
},
"updated_at": {
"type": "number",
"description": "Time the record most recently changed, in Unix milliseconds. Use with overlapping windows for incremental reads."
},
"created_by": {
"type": [
"string",
"null"
],
"description": "Account that originally created the record, or null for a workspace/system-originated record. This is provenance, not its current owner or a Person record ID."
},
"private": {
"type": "boolean",
"description": "True for a member-owned private record. An API key needs approved delegation to that owner; false alone does not bypass resource grants or other access rules."
},
"data": {
"type": "object",
"properties": {
"name": {
"type": "string",
"description": "Team inbox display name."
},
"slug": {
"type": "string",
"pattern": "^[a-z][a-z0-9-]*$",
"description": "Stable URL segment identifying this item."
},
"description": {
"type": "string",
"description": "Purpose and scope of the team inbox."
},
"purpose": {
"type": "string",
"enum": [
"support",
"reception"
],
"description": "Whether the inbox handles customer support or reception."
},
"accent": {
"type": "string",
"enum": [
"green",
"blue",
"amber",
"violet",
"neutral"
],
"description": "Display color token; it does not change routing or access."
},
"default_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."
},
"auto_assign_on_reply": {
"type": "boolean",
"description": "Whether the first member reply assigns an unassigned conversation to that member."
},
"agent_first_email": {
"type": "boolean",
"description": "Whether the inbox agent takes the first turn on incoming email before escalating work to a person."
},
"agent_first_web_chat": {
"type": "boolean",
"description": "Whether the inbox agent takes the first turn on incoming web chat before escalating work to a person."
},
"round_robin": {
"type": "boolean",
"description": "Saved round-robin preference. This setting does not currently cause automatic assignment."
},
"playbook_md": {
"type": "string",
"description": "Shared answering and escalation instructions in Markdown."
},
"voice_playbook_md": {
"type": "string",
"description": "Additional instructions for spoken phone conversations; the shared playbook still applies."
},
"signature_md": {
"type": "string",
"description": "Markdown footer appended to outgoing replies from this inbox."
},
"web_chat_welcome": {
"type": "string",
"description": "Welcome message shown to web chat visitors. Empty or absent uses the localized default."
},
"doc_folders": {
"type": "array",
"items": {
"type": "object",
"properties": {
"scope": {
"type": "string",
"description": "Document collection scope containing the folder."
},
"path": {
"type": "string",
"description": "Path to the folder within the document collection."
}
},
"additionalProperties": false
},
"description": "Document folders made available as reference material to this inbox."
}
},
"required": [
"name"
],
"additionalProperties": false,
"description": "The record's fields.",
"title": "Inbox"
}
},
"required": [
"id",
"created_at",
"updated_at",
"created_by",
"private",
"data"
],
"additionalProperties": false,
"description": "The requested record, including its metadata and data fields.",
"title": "InboxRecord"
}
},
"required": [
"item"
],
"additionalProperties": false,
"examples": [
{
"item": {
"id": "e_inbox_example",
"created_at": 1791276900000,
"updated_at": 1791280800000,
"created_by": "a_jamie",
"private": false,
"data": {
"name": "Customer support",
"slug": "support",
"purpose": "support",
"auto_assign_on_reply": true,
"playbook_md": "Answer product questions. Escalate billing disputes to a person.",
"description": "Product questions and onboarding support"
}
}
}
]
}