Chat

The Chat object contains the following attributes:

Field	Type	Description
id	string	A unique identifier for the chat.
revision	uint	(Read-only) The revision number of the chat.
icon	string, core	(Read-only) The icon for the group and channel chat types.
name	string, core	(Optional) The chat's name. Required for channel chats, optional for group chats. For case chats, the name is automatically generated from a truncated version of the first message in the support conversation. This field is invalid for direct chats.
description	string	(Optional) The chat's description. Required for channel chats and optional for group chats. This field is invalid for any other chat type.
type	string, core	The type of chat. Allowed values are: Direct Group Case Channel
participants	object	The chat participant. This field can be used to set the participants when creating a chat. Example: [ { "id": "CPT-1234-5678-9999", "role": "Admin", "status": "Active", "audit": { "created": { "at": "timestamp", "by": "{ IdentityQueryModel }" } } ]
lastMessage	object	The latest message in the chat sent by any participant. This field can be used to create an opening message when creating a chat. Example: { "id": "CMG-1234-5678-9999-XXXXX", "content": "string", "audit": { "created": { "at": "timestamp", "by": "{ IdentityQueryModel }" } }
links	object	Represents the link for this chat.
attachments	object	Represents the attachment for this chat
audit	object	(Read-only) Represents the audit object.

Participant object

This object contains the following attributes:

Field	Type	Description
id	string, core	The ID of the participant.
chat	chat	Chat parent object. Example: { "id": "CHT-1111-2222-3333", "status": "Active|Archived", "type": "Private|Group|Case|Channel" },
status	string	Can only be set exited in chats that are not direct. deactivated is a special state for exited participants where the user is no longer active on the platform, to ensure their participant state is never transitioned back to active.
contact	object	The contact entity from the notifications API forms the primary mechanism for identifying chat participants.
identity	identity	Platform identity model. The property exists on the participant object only as a convenience and is calculated from the identity property of the referenced contact object. Example: { "id": "USR-0000-0001", "name": "string", "icon": "optional string", "type": "User|ApiToken|Extension|Service" }
account	object	Platform account model. It is only provided during participant creation when a provided contact has multiple account contexts. In most circumstances, it is derived automatically from contact. Example: { "id": "ACC-0000-0000-0001", "status": "Active|Enabled|Disabled", "type": "Client|Vendor|Operations" }
lastReadMessage	message	If set, this field represents the last message seen by this user. It can be the same as latest message if user is up to date with chat. Example: { "id": "CMG-1234-5678-9999-XXXXX", "content": "string", "audit": { "created": { "at": "timestamp", "by": "{ IdentityQueryModel }" } }
unread	integer	(Read-only) Calculated field. It represents the count of messages appended to the chat since the lastReadMessage. When a participant performs an action that changes any chat state, this will be reset to zero for that participant. It can also be reset by a put operation that changes the lastReadMessage reference. Example: 27
audit	object	(Read-only) Represents the audit object.
muted	boolean, core	(Optional) Flag indicating whether the participant should be notified of new messages in the chat. Example: true

Message object

This object contains the following attributes:

Name	Type	Description
id	string, core	The ID of the chat message. The first three sections are derived from the chat ID. The last section (length 5) supports up to 100,000 messages. For additional performance, this field could be separated from the clustered index in the database.
chat	object	Represents the chat object. Example: { "id": "CHT-1111-2222-3333", "status": "Active|Archived", "type": "Private|Group|Case|Channel" }
sender	object	The participant that sent this message. Example: { "id": "CPT-345-678", "status": "Active", "role": "Contributor" }
content	string	The body of the message. Can contain any Markdown supported by the UI, as well as special markup for links to platform objects. Example: Please find attached <form id=”FRm-1234-5678 display=”Order details”/>
visibility	string, core	Allowed values: public or private. private means that it's visible only to users within the same account. In the context of a channel, these statuses can be interpreted as draft (private) and published (public).
isDeleted	bool	Soft delete state. The message is hidden going forward but may have already been seen by users. Deleting a message does not delete associated attachments or links. Soft-deleted messages are still returned by the API but contain no content.
links	object	Represents the link object. Example: [ { "id": "LNK-0011-1233", "objectId": "HAT-345-678", "name": "certificate.pdf", "icon": "", "url": "/v1/helpdesk/chats/CHT-2601-7865-9618/attachments/HAT-1234-4567" }, { "id": "LNK-1111-1233", "objectId": "AGR-345-678", "name": "E2E Seeded For Commerce", "type": "Agreement", "icon": "", "url": "/v1/commerce/agreements/AGR-345-678" }, { "id": "LNK-2222-1233", "objectId": "HAN-345-678", "name": "", "icon": "" }, { "id": "LNK-0123-1233", "objectId": "", "name": "Google", "icon": "", "url": "www.google.com" } ]
audit	object	(Read-only) Represents the audit object. For system messages, created.by is null whereas created.at contains a value.

Link object

This object contains the following attributes:

Field	Type	Description
id	string, core	The ID of the link.
chat	object	Represents the linked chat object. Example: { "id": "CHT-1111-2222-3333", "status": "Active|Archived", "type": "Private|Group|Case|Channel" }
message	object	The message object that this link object links to.
url	string, core	(Optional) The URL provided by the user.
objectId	string, core	(Optional) If objectId is present, the front end looks up the entity via the Audit API and builds a link using the returned { id, name, icon }.
icon	string, core	Calculated by the front end when adding a link.
name	string, core	Calculated by the front end when not provided by the user.
isDeleted	boolean, core	Soft delete property.
audit	object	(Read-only) Represents the audit object.

Attachment object

This object contains the following attributes:

Field	Type	Description
id	string, core	The ID of the attachment object.
chat	object	The ID of the chat object. Example: { "id": "CHT-1111-2222-3333", "status": "Active|Archived", "type": "Private|Group|Case|Channel" }
message	object	Represents the message object that this attachment links to.
isDeleted	bool, core	Indicates whether the message has been soft‑deleted. Soft deletion does not prevent users from having seen the message in the past. It only affects visibility going forward.
fileId	string, core	(Read-only) The ID of file metadata.
filename	string, core	The name of the file.
contentType	string	(Read‑only) The attachment MIME type. This value is set automatically when the attachment is uploaded.
size	integer	(Read-only) The size of the attachment in bytes. This value is set automatically when the attachment is uploaded.
audit	object	(Read-only) Represents the audit object. The created audit property is used to find the message sender and timestamp. For system messages, null is used.