support_messages_send
Arguments
The reply.
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Plain text: 1 to 10,000 characters, and not only whitespace. Line breaks are kept. Email sends it as text and simple HTML. No signature is added.
A key you choose, up to 100 characters. A retry with the same key within 24 hours returns the first reply and sends nothing.
Returns
A reply on its way to the customer, and what happened to it.
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The message once it’s sent. Null until status is SENT.Requires:
support_tickets_readShow fields
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The customer who wrote it. Null unless
authorType is CUSTOMER, and null when their record was deleted.Requires: customers_readShow fields
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Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.
The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an
id is.The customer’s current location, if known.
The help desk tickets this customer is the primary contact on any thread of, newest first. Every ticket whose
customer is this customer is here.Requires: support_tickets_readShow fields
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Arguments
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.The message this one replies to. Null when it isn’t a reply, or that message is hidden.Requires:
support_tickets_readThe team member who wrote it. Null unless
authorType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_readShow fields
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The agent’s live shift status, worked out when the request runs.Requires:
support_config_readThe agent’s support working hours. An agent with no saved schedule returns enabled false.Requires:
team_members_manageThe thread the message is on. Null when the thread is on a channel the API doesn’t expose.Requires:
support_tickets_readShow fields
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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_readShow fields
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Arguments
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.The thread the reply goes on. Null when the thread is on a channel the API doesn’t expose.Requires:
support_tickets_readShow fields
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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_readShow fields
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ArgumentsFields
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N messages (max 100, default 25). Use with
before; mutually exclusive with first/after.The ticket the reply was sent on. Null when the ticket is hidden from the API.Requires:
support_tickets_readShow fields
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The team member the ticket is assigned to. Null unless
assigneeType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_readShow fields
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The agent’s live shift status, worked out when the request runs.Requires:
support_config_readThe agent’s support working hours. An agent with no saved schedule returns enabled false.Requires:
team_members_manageWhat kind of assignee the ticket has. Null when unassigned.
Every channel the ticket’s threads are on, each once, in no set order. Detached threads are left out, as in
threads.Why the ticket was closed. Null unless
status is CLOSED.The customer the ticket is with: the primary contact on its most recently added thread that has one. Detached and deleted threads are left out, as in
threads. Null when no thread has one.Requires: customers_readShow fields
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Merchant-defined custom field values, keyed by each field’s name. Null when the customer has no custom fields set.
The customer’s legacy identifier (the source Mongo ObjectId), accepted anywhere an
id is.The customer’s current location, if known.
The help desk tickets this customer is the primary contact on any thread of, newest first. Every ticket whose
customer is this customer is here.Requires: support_tickets_readShow fields
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Arguments
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.How the customer seems to feel, from the AI’s read of the ticket. Null until it has one.
The text of the team’s most recently edited unsent reply, on any of the ticket’s threads. Null when there’s no draft.
When the customer last wrote. Null if they haven’t written yet.
When the team, the AI agent or an automation last wrote to the customer. Null if none has.
The ticket’s newest message with text, internal notes included. It skips the messages the ticket’s
messages list leaves out. Null when it has none.Requires: support_tickets_readShow fields
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The customer who wrote it. Null unless
authorType is CUSTOMER, and null when their record was deleted.Requires: customers_readThe message this one replies to. Null when it isn’t a reply, or that message is hidden.Requires:
support_tickets_readThe team member who wrote it. Null unless
authorType is TEAM_MEMBER, and null when they’ve left the team.Requires: support_tickets_readThe thread the message is on. Null when the thread is on a channel the API doesn’t expose.Requires:
support_tickets_readThe ticket this one was merged into. Null unless it was merged, which also closes it as DUPLICATE.Requires:
support_tickets_readThe tickets merged directly into this one, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N tickets (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N tickets (max 100, default 25). Use with
before; mutually exclusive with first/after.The ticket’s messages, oldest first, internal notes included. Messages of tickets merged into it stay on those tickets. A thread can hold messages from other tickets, which this leaves out;
thread.messages has them all.Requires: support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N messages (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N messages (max 100, default 25). Use with
before; mutually exclusive with first/after.When the team last read the ticket. Null if no one has opened it.
When the ticket reopens on its own. Null unless
status is SNOOZED.The tags on the ticket, ordered by name.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N tags (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N tags (max 100, default 25). Use with
before; mutually exclusive with first/after.The threads the ticket’s conversation is on, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N threads (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N threads (max 100, default 25). Use with
before; mutually exclusive with first/after.What happened on the ticket, oldest first.Requires:
support_tickets_readShow fields
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ArgumentsFields
Forward pagination: returns the first N events (max 100, default 25). Use with
after; mutually exclusive with last/before.Backward pagination: returns the last N events (max 100, default 25). Use with
before; mutually exclusive with first/after.Whether the customer wrote after the team last read the ticket. False when the customer hasn’t written.
Example
mutation {
supportTicketReply(input: { ... }, ticketId: "...") {
createdAt
failureReason
id
status
}
}