Inbox and automation
Use conversations, internal notes, replies, and workflow rules around customer messages.
Inbox model
A conversation belongs to a workspace, sender, and optionally a contact. It can be assigned to a team member, tagged, prioritized, and marked open, pending, resolved, or closed.
Inbox messages can be inbound, outbound, or internal notes. Outbound replies can be connected back to message records for delivery tracing.
Inbox is a customer portal feature. Use `/api/customer/inbox/*` with a customer session; use public `x-api-key` endpoints only for server-side message sending and status.
Automation rules
Automation rules run on supported triggers and execute actions such as sending a message, assigning a conversation, adding a tag, or calling a webhook.
Keep automation rules small and test them with dry runs before enabling them for production workflows.
- Triggers include message lifecycle events and inbox events.
- Actions include send_message, assign_conversation, add_tag, and webhook.
- Rules have status and priority fields.
Inbox and automation API routes
These authenticated customer routes support operator workflows. They are useful for dashboards and internal portals, not public client-side integrations.
/api/customer/inboxList conversations with filters such as status, search, and assignee.
/api/customer/inbox/conversationsCreate a conversation manually.
{
"sender_id": "9f4b5d4c-0000-4000-9000-123456789abc",
"phone_number": "212612345678",
"subject": "Order follow-up",
"priority": "normal",
"tags": ["orders"]
}/api/customer/inbox/conversations/{conversation_id}/replySend an operator reply and attach it to the conversation.
/api/customer/automationsCreate an automation rule.
{
"name": "Tag failed deliveries",
"trigger_type": "message.failed",
"conditions": {},
"actions": [
{
"type": "webhook",
"params": {
"url": "https://example.com/internal/message-failed"
}
}
],
"status": "draft"
}Need help?
Use Book Integration Help if you want setup help for OTP or automated customer messaging.
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