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Conversation APIs will expose the shared support workflow across channels. Live chat, Discord, and future email intake should appear as channel values on one conversation model.

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Planned resources

ResourceDescription
ConversationsThe parent support record across channels.
MessagesCustomer, operator, and agent-visible message history.
ParticipantsCustomer, operator, agent, and channel participant details.
AssignmentsOwner or team responsible for follow-up.
StatusConversation lifecycle state.
Tags and custom fieldsTriage labels and structured context.
Private notesOperator-only investigation context.
Linked issuesProduct work connected to a support case.
Handoff eventsAutomation stop points and operator takeover state.

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Common workflows

1

Create or receive a conversation

A message enters through live chat, Discord, or a future supported channel.
2

Attach context

Woes associates identity, channel, tags, custom fields, and message history.
3

Route or respond

The agent, an operator, a macro, or an automation moves the case forward.
4

Resolve or link to product work

The team resolves the case or connects it to an issue for follow-up.

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Customer-facing vs operator-only data

DataCustomer-facing?Notes
Customer messagesYesPart of the conversation record.
Operator repliesUsuallySent to the customer unless saved as notes.
Agent answersUsuallyShould include grounded support behavior.
Private notesNoOperator-only investigation context.
Debug tracesNoKeep internal diagnostics out of customer APIs.
Cross-workspace recordsNoMust never be returned.

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Integration examples

  • Show conversation state in a customer dashboard.
  • Sync resolved conversations to an internal warehouse.
  • Link repeated conversations to a product issue.
  • Build response-time and routing analytics.
  • Trigger internal workflows when handoff is requested.