Message

Implemented by: ChatMessage, ContactFormMessage, EmailMessage, InternalNote, SmsMessage, SocialMessage, VoiceMessage

MessageAuthorType!

required

Who wrote the message.

MessageChannel!

required

The channel the message is on.

String

The message as plain text. Null for a message with no text, such as an image.

Customer

The customer who wrote it. Null unless authorType is CUSTOMER, and null when their record was deleted.Requires: customers_read

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DateTime!

required

When the customer record was created.

JSON

Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.

String

The customer’s primary email address.

String

The customer’s first name.

ID!

required

The id of this customer.

String

The customer’s last name.

String!

required

The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an id is.

CustomerLocation

The customer’s current location, if known.

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String

The city, town, or village.

String

The country name.

String

The country code.

String

The IANA time zone name for the location (e.g. America/New_York).

Float

The latitude of the location, if geocoded.

Float

The longitude of the location, if geocoded.

String

The postal or ZIP code.

String

The state, province, or region name.

String

The state, province, or region code.

String

The first line of the street address.

String

The second line of the street address.

String

The customer’s primary phone number.

DateTime!

required

When the customer record was last updated.

ID!

required

The id of this message.

Message

The message this one replies to. Null when it isn’t a reply, or that message is hidden.Requires: support_tickets_read

DateTime!

required

When the message was sent or received.

TeamMember

The team member who wrote it. Null unless authorType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_read

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String

Email address. Null when the user has none.

ID!

required

m_us_… id, the same id the app and MCP tools use.

String

Display name. Null when the user hasn’t set one.

SupportShiftStatus!

required

The agent’s live shift status, worked out when the request runs.Requires: support_config_read

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SupportShiftOverride

The agent’s manual on/off toggle. Null when they follow their schedule.

SupportShiftChange!

required

The next time the schedule alone flips onShift. Ignores any manual override. Always in the future, or the next local midnight when nothing changes within 14 days.

Boolean!

required

True when auto-assignment can give the agent tickets now.

SupportShiftStatusReason!

required

Which layer decided onShift.

SupportWorkSchedule!

required

The agent’s support working hours. An agent with no saved schedule returns enabled false.Requires: team_members_manage

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[SupportChannel!]

Channels the agent takes auto-assigned tickets on. Null means every channel.

[SupportWorkScheduleDateOverride!]!

required

Dates whose hours replace that day’s weekly hours, earliest first.

Boolean!

required

Whether the schedule is on. When false, the agent counts as on shift at all times.

String!

required

IANA time zone the hours are in, such as America/New_York. The store’s time zone when the agent has never saved a schedule.

[SupportWorkScheduleDay!]!

required

Recurring hours. Always seven entries, Monday through Sunday.

MessageThread

The thread the message is on. Null when the thread is on a channel the API doesn’t expose.Requires: support_tickets_read

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MessageChannel!

required

The channel the thread is on.

DateTime!

required

When the thread started.

ID!

required

The id of this thread.

MessageConnection!

required

Every message on the thread, oldest first, including internal notes. A thread can span several tickets, so this can hold messages no one ticket has.Requires: support_tickets_read

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Arguments

String

Forward pagination cursor — returns messages after it.

String

Backward pagination cursor — returns messages before it.

Int

Forward pagination: returns the first N messages (max 100, default 25). Use with after; mutually exclusive with last/before.

Int

Backward pagination: returns the last N messages (max 100, default 25). Use with before; mutually exclusive with first/after.

Fields

[MessageEdge!]!

required

The list of edges (each a node plus its pagination cursor).

[Message!]!

required

The nodes in this page, without the edge/cursor wrapper — a convenience over edges.

PageInfo!

required

Pagination metadata for the current page.

Getting Started

Guides

Reference