Updating a conversation

Update a conversation

Change a conversation’s status and/or priority. Status changes go through the same rules as the operator dashboard.

{
  "status": "CLOSED",
  "priority": "HIGH"
}

{
  "id": "3f2b1c9a-7d4e-4b21-9c33-0a1b2c3d4e5f",
  "status": "CLOSED",
  "priority": "HIGH",
  "subject": "Refund request",
  "source": "CHANNEL",
  "channel_id": "9a1c5f30-2b6d-4c71-8e42-1a2b3c4d5e6f",
  "channel_type": "TELEGRAM",
  "ticket_number": 1042,
  "detected_language": "en",
  "message_count": 7,
  "contact": { "id": "7c4e9b02-1a55-4e88-b0d1-2f3a4b5c6d7e", "display_name": "Jane Doe" },
  "created_at": "2026-07-01T10:12:00+00:00",
  "updated_at": "2026-07-01T10:40:00+00:00",
  "last_message_at": "2026-07-01T10:40:00+00:00"
}

{ "detail": "Cannot transition from NEW to WAITING" }

Body fields

• status — optional; target status.
• priority — optional; LOW / MEDIUM / HIGH / URGENT.
• escalation_reason — required when setting status to ESCALATING.

Rules

• PROCESSING cannot be set here — it’s reached only by assigning an operator (400 use_assignment_to_reach_processing).
• RESOLVED cannot be set here either — it’s applied automatically when the AI confirms with the customer that their issue is solved (and the customer can reopen the conversation just by replying). To finish a conversation via the API, set CLOSED.
• Setting ESCALATING requires a non-empty escalation_reason and pages your operators.
• Telegram group conversations: status cannot be changed via this endpoint (400 status_change_not_supported_for_group). A group conversation’s status is rolled up automatically from its per-topic threads, which are managed in the operator dashboard. Priority updates still work.
• Only valid transitions are allowed; an illegal one returns 400 with a descriptive message.
• Rate limit: 60 requests/minute per API key.

A conversation.status_changed webhook fires for every status change — including ones you make through this endpoint.