> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rogeriq.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.