Unthread

Create a new account (a company or organization record) that groups related customers and support activity in Unthread.

Retrieve the full details of a single account by its unique ID.

Update the details of an existing account, such as its name, primary support assignee type, or support workflow steps.

Permanently delete an account by its ID.

List accounts in the workspace with optional filtering, sorting, field selection, and cursor-based pagination.

Create an approval request on a conversation, optionally assigning it to a specific user or group for sign-off.

List all approval requests attached to a specific conversation.

Create an automation workflow that runs a sequence of steps when a trigger fires.

Upload automation function source code for a project, creating a new function version.

Activate a specific automation function version for a project.

List the collaborator types defined in the workspace, with optional filtering, sorting, field selection, and cursor pagi…

Create a new conversation (support ticket) in Unthread, optionally linking it to a customer, assignee, and ticket type…

Retrieve the full record of a single conversation by its ID, including its status, priority, assignee, and metadata. Use…

Update an existing conversation’s status, priority, assignee, ticket-type field values, or metadata. Use this to progres…

List conversations (support tickets) with optional filtering, sorting, field selection, and cursor pagination. Use this…

Add a reply message or internal private note to a conversation. Use this to respond to a customer or leave an agent-only…

List the messages in a conversation thread, with optional filtering, sorting, field selection, and cursor pagination. Us…

Add a follower (a user or group) to a conversation so they receive updates on the ticket. Use this to loop additional pe…

Remove a follower from a conversation so they stop receiving updates on the ticket. Use this to reverse add_conversation…

Assign a collaborator (a user or group) of a specific collaborator type to a conversation. Use this to attach helpers in…

Create a link between two conversations to relate them (for example duplicates or related tickets). Use this to connect…

Create an external task (for example a linked issue in Jira, Linear, or another connected tool) from a conversation. Use…

Download the full content of a file attachment from a conversation. Use this to retrieve documents or images customers o…

List the SLA instances (deadlines and their status) tracked for a conversation, with optional filtering and cursor pagin…

Create a new customer (the company or end-user account you support) with an optional Slack channel link, email domains,…

Retrieve the full record for a single customer by its unique ID.

Update an existing customer’s details, such as its display name, autoresponder, support workflow steps, or bot handling…

Permanently delete a customer by its unique ID.

List customers with optional filtering, sorting, field selection, and automatic cursor pagination.

Run a natural-language query against the knowledge base to surface relevant articles or answers.

Create a new knowledge base article with a title and body content.

Retrieve a single knowledge base article by its ID.

Update the title, content, status, or scope of an existing knowledge base article.

Permanently delete a knowledge base article by its ID.

List knowledge base articles with optional filtering, sorting, field selection, and cursor pagination.

Create a proactive outbound message to send to customers, either immediately, as a draft, or scheduled for a future time…

Update the content, recipients, or status of an existing outbound message, typically one still in draft or scheduled.

Retrieve the full details of a single outbound message by its ID, including content, recipients, status, and schedule.

List all outbound messages in the workspace, including drafts, scheduled, and sent messages.

Get a time-series report of conversation metrics bucketed over a date range, for dashboards and trend analysis.

Create a service-level agreement (SLA) policy with one or more target metrics.

List SLA policies with optional filtering, sorting, field selection, and cursor pagination.

Retrieve a single SLA policy by its ID.

Update the name, status, or metrics of an existing SLA policy.

Permanently delete an SLA policy by its ID.

List SLA instances (individual deadlines and their status) across the workspace with optional filtering.

Update the Slack user group mapping for a user, associating an Unthread user with a Slack handle or user group. Use this…

List customer-satisfaction surveys with optional filtering, sorting, field selection, and cursor pagination.

List the individual responses submitted for a specific survey, with optional filtering, sorting, and cursor pagination.

Get aggregated analytics for a survey, such as overall CSAT scores, rather than individual responses.

Create a new tag that can later be applied to customers and conversations for labeling and filtering.

Retrieve the full details of a single tag by its unique ID.

Rename an existing tag identified by its ID.

Permanently delete a tag by its ID, removing it from all customers and conversations it was applied to.

List tags in the workspace with optional filtering, sorting, field selection, and cursor-based pagination.

Link a tag to one or more customers so those customers become filterable by that tag.

Link a tag to one or more conversations so those conversations become filterable by that tag.

Unlink a tag from one or more customers without deleting the tag itself.

Unlink a tag from one or more conversations without deleting the tag itself.

Create a new ticket type whose custom fields define the intake form applied to conversations of that type.

Retrieve the full record for a single ticket type by its unique ID.

Update an existing ticket type’s name, description, or the custom fields that make up its conversation form.

Permanently delete a ticket type by its unique ID.

List ticket types with optional filtering, sorting, field selection, and automatic cursor pagination.

List user groups with optional filtering, sorting, field selection, and cursor pagination.

Retrieve the full details of a single user group by its ID, including its description and membership filters.

Update an existing user group’s description or membership filters.

List workspace users with optional filtering, sorting, field selection, and cursor pagination; can optionally include ex…

Retrieve the full profile of a single user by its ID.

Update the profile of an existing user, such as their display name, title, pronouns, photo, or custom attributes.