Inbox
Mailboxes, threads, drafts, rules, the contact centre and the message log for every channel.
Scopes for this area: inbox:read, inbox:write and inbox:admin.
157 operations
desk
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/threads | Conversations in a folder, with search in plain words (from:, label:, has:attachment, is:unread, status:, assignee:, before:, after:), newest first, paged by cursor. | read | rivier inbox desk threads |
| GET | /workspace/inbox/threads/{id} | One conversation with every message, note and draft; read=1 marks it read for the caller. | read | rivier inbox desk thread |
| GET | /workspace/inbox/folders | Counts for the rail: each folder with its unread count, mailboxes, labels, assigned to me, overdue. | read | rivier inbox desk folders |
| GET | /workspace/inbox/search/explain | A search written back in words, with the parts that were not understood. | read | rivier inbox desk explain |
| POST | /workspace/inbox/threads/read | Mark conversations read or unread for the caller. | write | rivier inbox desk mark read |
| POST | /workspace/inbox/threads/read-all | Mark everything in a folder read for the caller. | write | rivier inbox desk mark folder read |
| POST | /workspace/inbox/threads/star | Star or unstar conversations for the caller. | write | rivier inbox desk star |
| POST | /workspace/inbox/threads/act | Do one thing to many conversations at once (archive, done, reopen, status, trash, restore, junk, snooze, assign, read, star, label), listed or found by a search (at most 1000). Answers a batch id to undo it. | write | rivier inbox desk act |
| POST | /workspace/inbox/undo | Take back a batch of changes the caller made within the last hour. | write | rivier inbox desk undo |
| PATCH | /workspace/inbox/threads/{id} | Change one conversation: status, assignee, snooze, archive. | write | rivier inbox desk update |
| GET | /workspace/inbox/assignees | The people and agents a conversation can be assigned to. | read | rivier inbox desk assignees |
| POST | /workspace/inbox/threads/merge | Put conversations into one; the others are hidden and can be pulled back out. | write | rivier inbox desk merge |
| POST | /workspace/inbox/threads/{id}/unmerge | Pull a merged conversation back out. | write | rivier inbox desk unmerge |
| POST | /workspace/inbox/threads/{id}/split | Split a conversation at a message: that message and the ones after it become a new conversation. | write | rivier inbox desk split |
note
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /workspace/inbox/threads/{id}/notes | Write an internal note on a conversation; @mentions notify the people named. Never sent to the customer. | write | rivier inbox note add |
| PATCH | /workspace/inbox/threads/{id}/notes/{turnId} | Edit a note (its author or a manager). | write | rivier inbox note update |
| DELETE | /workspace/inbox/threads/{id}/notes/{turnId} | Delete a note (its author or a manager). | write | rivier inbox note delete |
mention
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/mentions | Conversations that name the caller in a note. | read | rivier inbox mention list |
| POST | /workspace/inbox/mentions/seen | Mark mentions seen, all or for one conversation. | write | rivier inbox mention seen |
presence
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /workspace/inbox/threads/{id}/presence | Say the caller is viewing or replying to a conversation (repeat every 15 seconds); answers who else is. | write | rivier inbox presence heartbeat |
| GET | /workspace/inbox/threads/{id}/presence | Who else is viewing or replying to a conversation right now. | read | rivier inbox presence list |
draft
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/drafts | The caller's drafts and scheduled sends, and the replies agents drafted on conversations the caller can reach. | read | rivier inbox draft list |
| POST | /workspace/inbox/drafts | Start a reply, a reply to all, a forward or a new message, with recipients, subject and quoted text filled in and the person's signature on. Returns the live draft if there already is one. | write | rivier inbox draft create |
| GET | /workspace/inbox/drafts/{id} | One draft. | read | rivier inbox draft get |
| PUT | /workspace/inbox/drafts/{id} | Save a draft as it is written; the version guards against two tabs overwriting each other. | write | rivier inbox draft save |
| DELETE | /workspace/inbox/drafts/{id} | Throw a draft away. | write | rivier inbox draft discard |
| POST | /workspace/inbox/drafts/{id}/send | Send a draft after an undo window of up to 30 seconds. Warns when someone else is replying or has answered since; force sends anyway. In test mode only the project's test addresses receive it. | write | rivier inbox draft send |
| POST | /workspace/inbox/drafts/{id}/request-send | Put a draft forward for a person to check and send. Nothing is sent; the conversation waits and says who asked and why. | write | rivier inbox draft request send |
| POST | /workspace/inbox/drafts/{id}/schedule | Send a draft later (a minute to a year ahead). | write | rivier inbox draft schedule |
| POST | /workspace/inbox/drafts/{id}/cancel-schedule | Bring a scheduled message back as a draft. | write | rivier inbox draft cancel schedule |
outbox
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/outbox | Messages waiting to leave, held (test mode, sending off) or failed, with the reason. | read | rivier inbox outbox list |
| POST | /workspace/inbox/outbox/{id}/undo | Take back a message still inside its undo window; it returns as a draft. | write | rivier inbox outbox undo |
| POST | /workspace/inbox/outbox/{id}/retry | Queue a held message again (after sending is turned on or the project goes live). | write | rivier inbox outbox retry |
signature
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/signatures | Signatures: the workspace's and the caller's own. | read | rivier inbox signature list |
| POST | /workspace/inbox/signatures | Make a signature, personal or (owner or manager) shared, optionally for one mailbox and as the default. | write | rivier inbox signature create |
| PATCH | /workspace/inbox/signatures/{id} | Change a signature. | write | rivier inbox signature update |
| DELETE | /workspace/inbox/signatures/{id} | Remove a signature. | write | rivier inbox signature delete |
template
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/templates | Canned replies, most used first. | read | rivier inbox template list |
| POST | /workspace/inbox/templates | Make a canned reply with {{customer.first_name}}-style variables. | write | rivier inbox template create |
| PATCH | /workspace/inbox/templates/{id} | Change a canned reply. | write | rivier inbox template update |
| DELETE | /workspace/inbox/templates/{id} | Remove a canned reply. | write | rivier inbox template delete |
| POST | /workspace/inbox/templates/{id}/render | Fill a canned reply for a conversation; variables with no value stay visible and are listed as missing. | read | rivier inbox template render |
mailbox
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/mailbox-settings | Whether the desk may send from a mailbox, its daily ceiling and what it has used today, and whether the project is live. | read | rivier inbox mailbox settings |
| PUT | /workspace/inbox/mailbox-settings | Change a mailbox's sending switch, daily ceiling or undo window (owner or manager; turning sending on for a linked mailbox is the owner's). | write | rivier inbox mailbox configure |
| GET | /workspace/inbox/mailbox-readiness | Whether a mailbox is ready to send for real: SPF, DKIM and DMARC in plain words, sending on or off, the sender name, the project's live state, and the steps left. | read | rivier inbox mailbox readiness |
| POST | /workspace/inbox/sync | Read new mail from the project's mailboxes into the inbox. Read only: nothing is marked, moved or deleted at the source. | write | rivier inbox mailbox sync |
| GET | /workspace/mailboxes | The mailboxes, the plan allowance, how many are used and remain, and the split by kind. | read | rivier inbox mailbox list |
| GET | /workspace/mailboxes/offers | The standard shared mailboxes the edition offers and which are already made. | read | rivier inbox mailbox offers |
| GET | /workspace/mailboxes/available | Whether an address can be made now. | read | rivier inbox mailbox available |
| POST | /workspace/mailboxes | Make a mailbox inside the plan: shared, a team member’s, an agent’s or send-only. | write | rivier inbox mailbox create |
| PATCH | /workspace/mailboxes/{id} | Rename a mailbox, or change who reads a shared one and where it routes. | write | rivier inbox mailbox update |
| GET | /workspace/mailboxes/{id}/export | The mail of a mailbox as a file, to keep before it is released. | read | rivier inbox mailbox export |
| DELETE | /workspace/mailboxes/{id} | Release a mailbox and free its slot; one with mail is exported first and kept for the retention period. | write | rivier inbox mailbox delete |
prefs
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/prefs | The caller's own desk settings: undo window, density, default signature. | read | rivier inbox prefs get |
| PUT | /workspace/inbox/prefs | Change the caller's own desk settings. | write | rivier inbox prefs update |
attachment
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /workspace/inbox/drafts/{id}/attachments | Attach a file (base64, at most 20 MB, 25 MB and 20 files per message) to a draft. Programs are refused whatever they are called; a scanner, when connected, can refuse more. The file is stored in the Library. | write | rivier inbox attachment add |
| DELETE | /workspace/inbox/drafts/{id}/attachments/{attId} | Take a file off a draft. | write | rivier inbox attachment remove |
| GET | /workspace/inbox/attachments/{id}/download | The bytes of an attachment, as a download (a picture can be shown inline). A held-back file needs a manager and release=1. | read | rivier inbox attachment download |
rule
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/rules | Rules that run on every message that arrives, in order. | read | rivier inbox rule list |
| POST | /workspace/inbox/rules | Make a rule (owner or manager): when conditions on the sender, subject, text, mailbox, attachment or language hold, label, assign, route to an agent, set a status, archive or mark as junk. | write | rivier inbox rule create |
| PATCH | /workspace/inbox/rules/{id} | Change a rule. | write | rivier inbox rule update |
| DELETE | /workspace/inbox/rules/{id} | Remove a rule. | write | rivier inbox rule delete |
| POST | /workspace/inbox/rules/preview | Which rules would fire on a conversation, and what they would do; a rule not yet saved can be tried. Changes nothing. | write | rivier inbox rule preview |
| POST | /workspace/inbox/rules/run | Run the rules again over chosen conversations (owner or manager). | write | rivier inbox rule run |
sla
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/sla | Response targets and how the desk is doing against them over thirty days. | read | rivier inbox sla get |
| PUT | /workspace/inbox/sla | Set first-response and resolution times for an inbox or the project, optionally counting business hours only (owner or manager). | write | rivier inbox sla set |
| DELETE | /workspace/inbox/sla | Remove a response target. | write | rivier inbox sla remove |
reminder
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/reminders | The caller's reminders. | read | rivier inbox reminder list |
| POST | /workspace/inbox/threads/{id}/remind | Bring a conversation back at a time, or only if the customer has not answered by then. | write | rivier inbox reminder set |
| DELETE | /workspace/inbox/reminders/{id} | Cancel a reminder. | write | rivier inbox reminder cancel |
sender
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/senders | Senders let in or kept out by address or domain. | read | rivier inbox sender list |
| PUT | /workspace/inbox/senders | Allow or block a sender or domain, or clear the rule (owner or manager). | write | rivier inbox sender set |
ai
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/ai/status | Whether an AI model is connected for the inbox. | read | rivier inbox ai status |
| GET | /workspace/inbox/threads/{id}/ai | What AI has proposed for a conversation (summary, category with sentiment and language), each marked as AI with its model, and whether new messages have made it stale; and the inbox's autonomy mode. | read | rivier inbox ai get |
| POST | /workspace/inbox/threads/{id}/ai/summarize | Summarise a conversation. A proposal, marked as AI. | write | rivier inbox ai summarize |
| POST | /workspace/inbox/threads/{id}/ai/classify | Propose a category, sentiment and language. Applied when a person accepts it, or at once in an inbox on auto. | write | rivier inbox ai classify |
| POST | /workspace/inbox/threads/{id}/ai/suggest-reply | Draft a reply from what the project's memory knows, citing the passages it used. A draft marked as AI for a person to edit and send; the model never sends. | write | rivier inbox ai suggest reply |
| POST | /workspace/inbox/ai/items/{id} | Accept or dismiss an AI proposal. | write | rivier inbox ai decide |
| POST | /workspace/inbox/threads/{id}/messages/{turnId}/translate | Translate a received message; the original stays and both are shown, marked as AI. | write | rivier inbox ai translate message |
| POST | /workspace/inbox/drafts/{id}/translate | Translate what is being written; the translation is sent only if kept, and the original is stored on the message. | write | rivier inbox ai translate draft |
| DELETE | /workspace/inbox/drafts/{id}/translate | Send the original instead of the translation. | write | rivier inbox ai keep original |
delivery
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /workspace/inbox/delivery-events | Report what happened to sent messages (delivered, temporary or permanent bounce, complaint); permanent bounces and complaints put the address on the do-not-send list (owner or manager, or the project's key). | write | rivier inbox delivery report |
suppressed
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/suppressed | Addresses the desk will not send to, and why. | read | rivier inbox suppressed list |
| POST | /workspace/inbox/suppressed | Put an address on the do-not-send list. | write | rivier inbox suppressed add |
| DELETE | /workspace/inbox/suppressed | Take an address off the do-not-send list. | write | rivier inbox suppressed remove |
export
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/export | Take a mailbox's mail out as mbox, a zip of .eml files or a CSV (owner or manager). Marks the mailbox exported, which the release rules ask for. Customer-facing mail only; notes only in the CSV and only when asked. | read | rivier inbox export mailbox |
| POST | /workspace/inbox/export | Take chosen conversations out as mbox, .eml files in a zip or a CSV. | write | rivier inbox export threads |
retention
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/retention | How long the desk keeps trash, junk, held mail and (if chosen) finished conversations. | read | rivier inbox retention get |
| PUT | /workspace/inbox/retention | Change how long the desk keeps them (owner or manager). | write | rivier inbox retention set |
thread
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /workspace/inbox/threads/delete-forever | Empty the trash: delete conversations already in it, with their messages and files, for good. | write | rivier inbox thread delete forever |
| GET | /workspace/inboxes/{id}/threads | The threads of an inbox. | read | rivier inbox thread list |
| GET | /workspace/threads/{id} | One thread with its messages. | read | rivier inbox thread get |
| POST | /workspace/threads/{id}/say | Answer a thread, or keep the answer as a draft. | write | rivier inbox thread say |
| POST | /workspace/threads/{id}/close | Close a thread. | write | rivier inbox thread close |
label
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/labels | Labels the caller can use: the workspace's and their own. | read | rivier inbox label list |
| POST | /workspace/inbox/labels | Make a label, shared or personal. | write | rivier inbox label create |
| PATCH | /workspace/inbox/labels/{id} | Rename or recolour a label. | write | rivier inbox label update |
| DELETE | /workspace/inbox/labels/{id} | Delete a label; conversations keep their messages. | write | rivier inbox label delete |
| POST | /workspace/inbox/threads/labels | Put labels on and take labels off a set of conversations. | write | rivier inbox label apply |
view
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox/views | Saved views: searches kept by name, shared or personal. | read | rivier inbox view list |
| POST | /workspace/inbox/views | Save a search as a view. Sharing it with the workspace is for an owner or manager. | write | rivier inbox view create |
| PATCH | /workspace/inbox/views/{id} | Rename a view or change its search. | write | rivier inbox view update |
| DELETE | /workspace/inbox/views/{id} | Remove a view. | write | rivier inbox view delete |
| GET | /workspace/inbox/views/{id}/threads | Run a saved view. | read | rivier inbox view threads |
conversation
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /conversations/{id}/timeline | Everything said in a conversation across channels. | read | rivier inbox conversation timeline |
inbox
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inboxes | The messaging inboxes. | read | rivier inbox inbox list |
| POST | /workspace/inboxes | Make an inbox for the website widget. | write | rivier inbox inbox create |
| PATCH | /workspace/inboxes/{id} | Change an inbox or its autonomy mode. | write | rivier inbox inbox update |
| DELETE | /workspace/inboxes/{id} | Delete an inbox. | write | rivier inbox inbox delete |
overview
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/inbox | Mail, messages and calls in one list. | read | rivier inbox overview inbox |
domain
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /workspace/mailboxes/domains | Mail domains and their verification. | read | rivier inbox domain list |
| POST | /workspace/mailboxes/domains | Add a mail domain. | write | rivier inbox domain add |
| POST | /workspace/mailboxes/domains/{domain}/verify | Check a domain's DNS records. | write | rivier inbox domain verify |
message
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /messages | Search the message log across email, SMS, WhatsApp and voice: by address, message id or provider id, channel, state, error code and time. Newest first, a cursor for more. | read | rivier inbox message list |
| GET | /messages/{id} | One message with its timeline of provider events, the plain cause of any error and what to do about it. The body of the message is never part of the log. | read | rivier inbox message get |
| POST | /messages/{id}/replay | Send a message's announcements to the project's webhook subscribers again (every endpoint, or one). | write | rivier inbox message replay |
| GET | /messages/dead-letters | Webhook deliveries about messages that ran out of attempts. Replay one with keys.delivery.replay. | read | rivier inbox message dead letters |
| GET | /messages/usage | Messages and billable units this period by channel and direction, for plan metering. Defaults to the current calendar month. | read | rivier inbox message usage |
| POST | /messages/test-event | Send the project's subscribers a signed test announcement, to check an endpoint receives it and verifies the signature. | write | rivier inbox message test event |
message error
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /messages/errors | The error catalogue: every provider or mail-server code with its plain cause and fix. | read | rivier inbox message error list |
| GET | /messages/errors/{code} | The plain cause and fix for one code (a mail status such as 5.1.1 or a phone-network code). | read | rivier inbox message error explain |
message retention
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /messages/retention | How long the log keeps messages for this project. | read | rivier inbox message retention get |
| PUT | /messages/retention | Set how many days the log keeps messages (1 to 3650), or null for the deployment default. | write | rivier inbox message retention set |
message event
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /message-events | The message event stream from a cursor: every state change on every channel, oldest first. | read | rivier inbox message event list |
| GET | /message-events/stream | A server-sent stream of message events; reconnect with Last-Event-ID to resume. | read | rivier inbox message event stream |
contact centre agent
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/agents | Desk agents: people and AI agents, with skills, presence and how many conversations each can hold. | read | rivier desk agents |
| POST | /contact-centre/agents | Add an agent to the desk (a person's seat or an AI agent). | write | rivier desk agent-add |
| PUT | /contact-centre/agents/{id} | Change an agent's name, skills or limit. | write | rivier desk agent-set |
| DELETE | /contact-centre/agents/{id} | Remove an agent with no open conversations. | write | rivier desk agent-remove |
contact centre presence
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/agents/{id}/presence | Set an agent online, away or offline. Coming online takes waiting conversations in order. | write | rivier desk presence |
contact centre agent stats
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/agents/{id}/stats | What one agent has done: conversations handled, open now, average first response, replies and hand-offs. The same for people and AI agents. | read | rivier desk agent-stats |
contact centre queue
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/queues | Queues with the skills they need, the channels they take and their service targets. | read | rivier desk queues |
| POST | /contact-centre/queues | Create a queue: skills needed, channels, first-response and resolution targets, and an optional AI agent that answers first. | write | rivier desk queue-add |
| PUT | /contact-centre/queues/{id} | Change a queue. | write | rivier desk queue-set |
| DELETE | /contact-centre/queues/{id} | Remove a queue with no open conversations. | write | rivier desk queue-remove |
contact centre canned
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/canned | Canned replies an agent can insert, with the customer's and the agent's names filled in. | read | rivier desk canned |
| POST | /contact-centre/canned | Add a canned reply. | write | rivier desk canned-add |
| PUT | /contact-centre/canned/{id} | Change a canned reply. | write | rivier desk canned-set |
| DELETE | /contact-centre/canned/{id} | Remove a canned reply. | write | rivier desk canned-remove |
contact centre canned text
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/canned/{id}/render | A canned reply filled in for one conversation and one agent, ready to send. | write | rivier desk canned-render |
contact centre conversation
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/conversations | Conversations, newest first: filter by status, agent, queue or customer. | read | rivier desk list |
| POST | /contact-centre/conversations | Open a conversation for a customer. It is matched to a contact by number or email, given service targets from its queue, and routed by skills and load (or to the queue's AI agent first). | write | rivier desk open |
| GET | /contact-centre/conversations/{id} | One conversation with its notes, replies, hand-off state and service-target state. | read | rivier desk get |
| POST | /contact-centre/conversations/{id}/assign | Give a conversation to an agent. | write | rivier desk assign |
| POST | /contact-centre/conversations/{id}/release | Put a conversation back in its queue. | write | rivier desk release |
| PUT | /contact-centre/conversations/{id}/tags | Set a conversation's tags. | write | rivier desk tag |
| POST | /contact-centre/conversations/{id}/close | Close a conversation, with how it was resolved. A customer who writes again reopens it. | write | rivier desk close |
contact centre timeline
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/conversations/{id}/timeline | Everything with this customer in one list: messages, mail, calls, the contact's timeline, and the desk's replies and notes. | read | rivier desk timeline |
contact centre reply
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/conversations/{id}/reply | Reply to the customer on the conversation's channel as the agent it is with: a mail, a text, a WhatsApp message (a template when the 24-hour window is closed), a requested call back, or a web chat message. Each goes through the channel's own checks, consent and plan allowance, and is refused with the reason and the next step. | write | rivier desk reply |
contact centre composer
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/conversations/{id}/composer | What a reply to this conversation needs: whether it can go now and why not, the channel's limit, the WhatsApp 24-hour window and approved templates, whether it is quiet hours where the customer is, and whether they opted out. | read | rivier desk composer |
contact centre measure
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/measure | How a text is counted by the carrier: characters, encoding (GSM-7 or UCS-2) and the number of parts it becomes. | write | rivier desk measure |
contact centre note
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/conversations/{id}/notes | Add an internal note the customer never sees. | write | rivier desk note |
contact centre handoff
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/conversations/{id}/handoff | Hand a conversation over. To a person: at once, back into the queue. To an AI agent: waits until a person approves. | write | rivier desk handoff |
contact centre handoff decision
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| POST | /contact-centre/conversations/{id}/handoff/decision | A person approves or declines a hand-off to an AI agent. An agent's own approval is refused. | write | rivier desk handoff-decide |
contact centre history
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/customers/history | Calls, messages and mail with one customer, by contact id, number or email address, newest first. | read | rivier desk history |
contact centre overview
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/overview | The supervisor view: per queue, how many wait, the longest wait and how many are at risk or past their target; per agent, presence and load. | read | rivier desk overview |
contact centre trace
| Method | Route | What it does | Level | Command |
|---|---|---|---|---|
| GET | /contact-centre/traces | The per-agent trace: what each agent did and when, for people and AI agents alike. Filter by agent or conversation. | read | rivier desk traces |