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Creating a thread is useful in scenarios where you want to programmatically start a support interaction. You can do this in many different scenarios but the most common use-cases are when a contact form is submitted or when you want to provide proactive support off the back of some event or error happening in your product. A thread is created with an initial ‘message’ composed out of UI components. You have full control over the structure and appearance of the message in Plain. To create a thread you need a customerId. You can get a customer id by creating the customer in Plain first. To create a thread, you need an API key with the following permissions:
  • thread:create
  • thread:read
Mutation
mutation createThread($input: CreateThreadInput!) {
  createThread(input: $input) {
    thread {
      id
      externalId
      customer {
        id
      }
      status
      statusChangedAt {
        iso8601
        unixTimestamp
      }
      title
      previewText
      priority
      threadFields {
        id
        key
        type
        stringValue
        booleanValue
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}
Variables
{
  "input": {
    "title": "Bug Report",
    "customerIdentifier": {
      "customerId": "c_01H14DFQ4PDYBH398J1E99TWSS"
    },
    "components": [
      {
        "componentText": {
          "text": "The login button is not working, it doesn't do anything."
        }
      }
    ],
    "labelTypeIds": ["lt_01HB924PME9C0YWKW1N4AK3BZA"],
    "threadFields": [
      {
        "key": "my_string_field",
        "type": "STRING",
        "stringValue": "any value"
      }
    ]
    // You can also set other thread field types like boolean or enum.
    // "threadFields": [{
    //   "key": "my_enum_field",
    //   "type": "ENUM",
    //   "stringValue": "any specified value",
    // }],
    //
    // "threadFields": [{
    //   "key": "my_bool_field",
    //   "type": "BOOL",
    //   "booleanValue": true,
    // }],
  }
}