Inbox

The Unified Inbox manages customer conversations across email and Telegram in one place.

List Threads

`GET /api/workspaces/{workspaceId}/inbox`

Paginated list of inbox threads.

Auth: Session required

Query Parameters:

Param	Type	Default	Description
`page`	number	1	Page number
`limit`	number	50	Items per page
`status`	string	—	`OPEN`, `PENDING`, `RESOLVED`, `CLOSED`

Response:


{
  "data": [
    {
      "id": "thr_abc123",
      "channel": "EMAIL",
      "subject": "Question about pricing",
      "status": "OPEN",
      "priority": "NORMAL",
      "assignedTo": "usr_123",
      "tags": ["sales", "pricing"],
      "contact": {
        "id": "ct_1",
        "email": "jane@example.com",
        "firstName": "Jane"
      },
      "lastReply": {
        "body": "Hi, I have a question...",
        "createdAt": "2026-01-15T10:00:00.000Z"
      },
      "createdAt": "2026-01-15T09:00:00.000Z"
    }
  ],
  "pagination": { "page": 1, "limit": 50, "total": 100, "totalPages": 2 }
}

Create Thread

`POST /api/workspaces/{workspaceId}/inbox`

Auth: Session required

Request Body:


{
  "contactId": "ct_abc123",
  "channel": "EMAIL",
  "subject": "Onboarding follow-up"
}

Get Thread

`GET /api/workspaces/{workspaceId}/inbox/{threadId}`

Returns full thread details with all replies in chronological order.

Add Reply

`POST /api/workspaces/{workspaceId}/inbox/{threadId}`

Request Body:


{
  "sender": "AGENT",
  "body": "Thanks for reaching out! Here's the information you requested...",
  "metadata": {}
}

Sender	Description
`AGENT`	Reply from a team member
`CONTACT`	Reply from the contact (triggers auto-reply processing)
`SYSTEM`	System-generated message

Update Thread

`PATCH /api/workspaces/{workspaceId}/inbox/{threadId}`

Update thread metadata.

Request Body:


{
  "status": "RESOLVED",
  "assignedTo": "usr_456",
  "priority": "HIGH",
  "tags": ["escalated", "billing"]
}

Auto-Reply Rules

Automatically respond to contact messages based on conditions.

`GET /api/workspaces/{workspaceId}/inbox/auto-replies`

Lists all auto-reply rules ordered by priority.

`POST /api/workspaces/{workspaceId}/inbox/auto-replies`

Creates a new auto-reply rule.

`PATCH /api/workspaces/{workspaceId}/inbox/auto-replies/{ruleId}`

Updates an existing auto-reply rule.

`DELETE /api/workspaces/{workspaceId}/inbox/auto-replies/{ruleId}`

Deletes an auto-reply rule.

Assignment Rules

Automatically assign threads to team members based on conditions.

`GET /api/workspaces/{workspaceId}/inbox/assignment-rules`

Lists all assignment rules ordered by priority.

`POST /api/workspaces/{workspaceId}/inbox/assignment-rules`

Creates a new assignment rule.

`PATCH /api/workspaces/{workspaceId}/inbox/assignment-rules/{ruleId}`

Updates an existing assignment rule.

`DELETE /api/workspaces/{workspaceId}/inbox/assignment-rules/{ruleId}`

Deletes an assignment rule.

Canned Responses

Pre-written response templates for quick replies.

`GET /api/workspaces/{workspaceId}/inbox/canned-responses`

Lists all canned responses ordered by title.

`POST /api/workspaces/{workspaceId}/inbox/canned-responses`

Creates a new canned response.

`PATCH /api/workspaces/{workspaceId}/inbox/canned-responses/{responseId}`

Updates an existing canned response.

`DELETE /api/workspaces/{workspaceId}/inbox/canned-responses/{responseId}`

Deletes a canned response.