Conversations
Conversation lifecycle, messages, internal notes, assignment, tags, and AI participation.
Conversations
A conversation is the durable support thread. It stores customer-visible messages, internal notes, channel metadata, status, priority, assignment, tags, and AI resolution state.
Conversation Fields
| Field | Description |
|---|---|
subject | Human-readable topic. |
status | Queue state such as open, pending, resolved, or closed. |
priority | low, normal, high, or urgent. |
channel | Where the conversation originated. |
assigned_to | User responsible for the conversation. |
tags | Free-form labels for routing and reporting. |
contact_id | Linked customer. |
ai_resolved | Whether the AI resolved the conversation. |
Messages and Notes
Messages have a sender_type of customer, agent, ai, or system.
Set is_internal: true for internal notes. Internal notes are visible to the team but not sent to the customer.
AI Participation
RogerIQ can:
- suggest relevant knowledge
- draft replies in Copilot mode
- answer in Autopilot mode when guardrails pass
- cite knowledge sources
- identify missing knowledge and create improvement items
Conversation Events
Conversation state changes can trigger webhook events. Use webhooks when an external system needs to react to newly created conversations, customer replies, assignment changes, or message creation.