Suggested replies

Using TypeScript? Check out our GraphQL SDK for a fully typed client.

Adding a suggested reply

To add a suggested reply you need to provide the threadId, the timelineEntryId of the customer message you are responding to, and the markdown content of the reply. The timeline entry must be from a customer — suggested replies cannot be added against non-customer messages.

A timelineEntryId identifies a single entry on a customer’s timeline (e.g. an email or chat message). You can get one by querying a thread’s timelineEntries connection, where each entry has an id you can use here.

The markdown field supports a maximum of 5,000 characters.

To add a suggested reply, you need an API key with the following permissions:

generatedReply:create

Mutation

mutation addGeneratedReply($input: AddGeneratedReplyInput!) {
  addGeneratedReply(input: $input) {
    generatedReply {
      id
      markdown
      timelineEntryId
      createdAt {
        iso8601
      }
      updatedAt {
        iso8601
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01H8H46YPB2S4MAJM382FG9423",
    "timelineEntryId": "t_01H8H46YPB2S4MAJM382FG9423",
    "markdown": "Hi there! Based on our documentation, you can reset your password by going to **Settings > Security > Reset password**. Let me know if you need any further help!"
  }
}

GraphQL API

Building Agents

Webhooks

Customer Cards

UI Components

Security

Adding a suggested reply

​Adding a suggested reply

Adding a suggested reply