replyToThread
mutation, as long as the thread’s communication channel is either API
, CHAT
, EMAIL
, SLACK
or ‘MS_TEAMS’. This information is available in the thread as the channel
field.
If it is not possible to reply to a thread, you will get the mutation error code cannot_reply_to_thread
and a message indicating why.
This operation requires the following permission:
thread:reply
res.data
is:Grow
plan. You can see all available plans in our
pricing page.impersonation
parameter in the replyToThread
mutation, specifying the identifier of the customer you want to impersonate. You can pick any of the available customer identifiers (emailAddress
, customerId
or externalId
)
API
, CHAT
, EMAIL
and SLACK
threads (based on the thread’s channel
field).SLACK
: the message will appear in Slack as a new message from the impersonated customer, including their name and any other customer detailsAPI
and EMAIL
: the message will be sent as an email with the impersonated customer’s email address as the “From” address, making it appear as if they sent the email directlyCHAT
: the message will appear in the thread as coming directly from the impersonated customer, with their name and avatar displayedEMAIL
or API
thread, you can optionally add ‘Cc’ and ‘Bcc’ recipients by using the channelSpecificOptions
parameter:
thread:reply
customer:impersonate