Please note: this API is currently in beta and is subject to change based on testing and feedback. By using these endpoints you agree to adhere to our Developer TermsDeveloper Beta Terms. You also acknowledge and understand the risk associated with testing an unstable API.

Conversations inbox and messages APIs (BETA)

The conversations APIs enable you to manage and interact with the conversations inbox, channels, and messages. For example, you can use these APIs to:

  • Search conversations inboxes, channels, threads, and messages.
  • Update thread statuses.
  • Delete and restore threads.
  • Send messages via existing conversations channels.
  • Send an internal comment to an agent. 
  • Retrieve conversation data to create advanced reports and analytics in external tools.

You could also use these APIs to integrate existing channels with other apps such as Slack or Microsoft Teams to send replies or receive notifications. 

To get started with the conversations APIs, make sure you have set up a HubSpot developer account and created an app. You will need a developer account ID and app ID to get access to these APIs. 

Please note: with these APIs, you cannot add net new channels, such as a WhatsApp channel, to the inbox. You also cannot start a new thread in an existing channel or connect a 3rd party chat provider to the inbox. 

To view all available endpoints and their requirements, click the Endpoints tab at the top of this article.

Webhooks for conversations are also supported and can be used in tandem with the conversations API. You can use webhooks to subscribe to events about conversations, including thread creation, thread status and assignment changes, and new messages on threads. Learn more about using webhooks

Please note: to make a GET request to any endpoints, or POST batch read request to the get actors endpoint, you must have conversations.read access. All other endpoints require conversations.write access.

Filter and sort results

When retrieving inboxes, channels, channel accounts, threads, and messages using the endpoints outlined in this article, you can use different query parameters to filter and sort your responses. 

Use this table to describe parameters / fields
ParameterTypeDescription
sort
String

Set the sort order of the response. You can sort by multiple properties. 

after
String

The paging cursor token of the last successfully read resource will be returned as the paging.next.after JSON property of a paged response containing more results. 

limit
Integer

The maximum number of results to display per page.

You can also sort your results by any field on the channel, channel accounts, or inbox objects. For example, you could sort inboxes by name, or channel accounts by both channel ID and name. 

Inboxes

To retrieve a list of inboxes set up in your account, make a GET request to conversations/v3/conversations/inboxes.

When you make a successful request, the response will include the inbox IDs of the different inboxes set up in your account. To retrieve details about a specific inbox, use the inbox ID to make a GET request to conversations/v3/conversations/inboxes/{inboxId}.

Channels

You can retrieve a list of the channels connected to your inboxes by making a GET request to conversations/v3/conversations/channels

When you make a successful request, the response will include the channel IDs for the different channels connected to your inbox. To retrieve a specific channel, use the channel ID to make a GET request to conversations/v3/conversations/channels/{channelId}

You can also retrieve channel accounts, which are instances of a channel that are used to send and receive messages, like a specific chatflow created for one of your chat channels or a team email address connected as an email channel. 

To retrieve a list of channel accounts, make a GET request to conversations/v3/conversations/channel-accounts. You can limit the results by including the following parameters in the request URL: 

Use this table to describe parameters / fields
ParameterDescription
channelId

The ID of the channel type for which you're retrieving a channel instance. 

inboxId

The ID of the inbox that the channel is connected to. 

For example, your request may look similar to the following:
https://api.hubspot.com/conversations/v3/conversations/channel-accounts?channelId=1000&inboxId=448.

When you make a successful request, the response will include an ID number, which is the channel account ID.channel-account-id-in-response-headers

You can use the channel account ID to retrieve a single channel account, such as a specific chatflow. To retrieve a specific channel account, make a GET request to conversations/v3/conversations/channel-accounts/{channelAccountId}

Threads & messages

Retrieve threads

Threads are a group of related messages that make up a conversation in the inbox. To retrieve a list of all threads in your conversations inbox, make a GET request to conversations/v3/conversations/threads. To filter and search your results, you can use the following parameters in your request:

Use this table to describe parameters / fields
ParameterTypeDescription
archived
Boolean

To retrieve archived threads, use the value true

sort
String

Set the sort order of the response. Valid options include id , which is the default,  and latestMessageTimestamp , which requires the latestMessageTimestampAfter field to also be set. Results are always returned in ascending order.

after
String

The paging cursor token of the last successfully read resource will be returned as the paging.next.after JSON property of a paged response containing more results. Use this parameter when sorting by ID. 

latestMessageTimestampAfter
String

The minimum latestMessageTimestamp. This is required only when sorting by latestMessageTimestamp.

limit
Integer

The maximum number of results to display per page.

When you make a successful request, the response will include the thread ID, which you can use to retrieve, update, or create a new message in a thread. 

To retrieve a specific thread by thread ID, make a GET request to conversations/v3/conversations/threads/{threadId}

Retrieve messages

To get the entire message history, make a GET request to conversations/v3/conversations/threads/{threadId}/messages.

When you make a successful request, the response will include the message ID, which you can use to retrieve a specific message. To do so, make a GET request to conversations/v3/conversations/threads/{threadId}/messages/{messageId}

For email messages, HubSpot cuts off the reply history section of an email. This is similar to how common mail clients handle reply history and longer emails. When you retrieve a message, the response will include a truncationStatus field. The value will either be NOT_TRUNCATED, TRUNCATED_TO_MOST_RECENT_REPLY, or TRUNCATED.

If a message is truncated, you can make a GET request to conversations/v3/conversations/threads/{threadId}/messages/{messageId}/original-content. This will retrieve the full original version of the message. 

Get actors

Actors are entities that interact with conversations, like a HubSpot user responding to a message or a visitor sending a message. When you make a request to retrieve threads or messages, the response will include actor IDs.

All actor IDs are a single letter representing the actor type, followed by a hyphen, followed by an identifier for the actor. The identifier could be a number, a string, etc. depending on the actor type. In the table below, learn more about the different actor IDs: 

Use this table to describe parameters / fields
Actor TypeIdentifier Description
A-
HubSpot user ID (number)

Agent actor, i.e. a user in the account. 

E-
Email address (string)

Email actor. This is used for email addresses that HubSpot didn't try to resolve to an agent actor or a visitor actor. For example, HubSpot will generally resolve the from email address to a contact, but if an incoming email has any additional email addresses included in the To field, CC field, etc., HubSpot won't try to resolve those email addresses to contacts. 

I-
App ID (number)

Integration actor. This is used for actions taken by an integration. 

S-
S-hubspot (string)

System actor. This is used for actions taken by the HubSpot system itself. 

V-
Contact ID (number)

Visitor actor. Keep in mind that it's possible the visitor isn't a contact yet. 

For example, if you make a GET request to conversations/v3/conversations/threads/{threadId}/messages, the response will include a sender and recipient fields. These fields will include the actor IDs for the visitor or agent. For example, your response may look similar to the following: actorID-response-headersTo retrieve a single actor, make a GET request to conversations/v3/conversations/actors/{actorId}. You will need the actorId, which is included in the response to a request to get a message or thread. The response will return details like the actor name, email address, avatar, and actor type. 

Update or restore threads

You can update a thread's status by making a PATCH request to conversations/v3/conversations/threads/{threadId}. In the request body, include the thread properties to update. 

Use this table to describe parameters / fields
FieldDescription
status

The status of the thread, which can be OPEN or CLOSED

To restore any soft-deleted threads, make a PATCH request to conversations/v3/conversations/threads/{threadId}?archived=true to retrieve the archived thread, then in the request body set the archived property to false

Use this table to describe parameters / fields
FieldDescription
archived

Set to false to restore a thread. 

Please note: at this time you can only update the thread's status or restore a thread when making a PATCH request to this endpoint. 

Archive threads

You can archive a thread by making a DELETE request to conversations/v3/conversations/threads/{threadId}

If you use this endpoint to archive a thread, the thread will be moved to the trash and will be permanently deleted after 30 days. In the section above, learn how to restore a thread before it is permanently deleted. 

Add comments to threads

To add a comment to an existing thread, make a POST request to conversations/v3/conversations/threads/{threadId}/messages. Comments only appear in the inbox and are not sent to visitors.

You can include the following fields in the request body when sending a comment: 

Use this table to describe parameters / fields
FieldDescription
type

The type of message you're sending. This value can either be MESSAGE or COMMENT

text

The content of the message. 

richText

The content of the message in HTML format. This is optional. 

attachments

Any attachments to attach to the comment, specified as an object containing a fileId. If you want to include a specific attachment, you can upload it using the Files API before making the call to add the comment. 

For example, your request body may look similar to the following:

// POST request to conversations/v3/conversations/threads/{threadId}/messages { "type": "COMMENT", "text": "Can you follow up?", "richText": "<p>Can you follow up?</p>" }

Send messages to threads

Using this endpoint, an integration can send outgoing messages as a user in a HubSpot account. These messages are sent from the channel, just like if a user typed and sent a response in the inbox. To send a message to an existing thread, make a POST request to conversations/v3/conversations/threads/{threadId}/messages

When sending a message to a thread, you can include the following fields. You can include both the message details, as well as recipient information, in the request body. 

Use this table to describe parameters / fields
FieldDescription
type

The type of message you're sending. This value can either be MESSAGE or COMMENT

text

The content of the message. 

richText

The content of the message in HTML format. This is optional. 

recipients

An object representing the recipients of the message. This is the most important for email, where you can specify multiple recipients. This object includes the following fields:

actorID: the ID associated with the message recipient.

name: the name of the recipient.

recipientField: for email messages, this is the type of recipient. Available values are TO, CC, or BCC.

deliveryIdentifiers: for email messages, this indicates the email addresses used for the visitor and agent.

senderActorId

This must be an agent actor ID that is associated to the HubSpot user in the account who is sending the message. 

channelId

The ID of a generic channel returned from the channels endpoint, like 1000 for live chat, 1001 for Facebook Messenger, 1002 for email, etc.

channelAccountId

The ID of an account that is part of the channelId channel. On an existing thread, it is recommended to copy the channelId and channelAccountId of the most recent message on the thread. 

subject

The subject line of the email. This is ignored when sending a message to a non-email channel. 

attachments

Any attachments to attach to the message, specified as an object containing a fileId. If you want to send a specific attachment on the message, you can upload it using the Files API before making the call to send the message. 

For example, your request body may look similar to the following: 

// POST request to conversations/v3/conversations/threads/{threadId}/messages { "type": "MESSAGE", "text": "Hey there, following up", "richText": "<p>Hey there, following up</p>", "recipients": [ { "actorId": "E-user@hubspot.com", "name": "Leslie Knope", "recipientField": "TO", "deliveryIdentifiers": [ { "type": "HS_EMAIL_ADDRESS", "value": "lknope@hubspot.com" } ] } ], "senderActorId": "A-3892666", "channelId": "1002", "channelAccountId": "42423411", "subject": "Follow up" }

If you make a successful request, the new message will be sent to the visitor. This can appear as a message in the chat widget, an email in the thread, a message in Facebook Messenger, etc. 

Please note: this API is currently in beta and is subject to change based on testing and feedback. By using these endpoints you agree to adhere to our Developer TermsDeveloper Beta Terms. You also acknowledge and understand the risk associated with testing an unstable API.


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