70 actions

Action

Description

Create Account

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

Get Account

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

Update Account

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

Delete Account

Permanently delete an account by its ID.

List Accounts

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

Create Approval Request

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

List Approval Requests

List all approval requests attached to a specific conversation.

Create Automation

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

Create Automation Function

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

Activate Automation Function

Activate a specific automation function version for a project.

List Collaborator Types

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

Create Conversation

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

Get Conversation

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

Update Conversation

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

List Conversations

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

Create Conversation Message

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

List Conversation Messages

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

Add Conversation Follower

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

Remove Conversation Follower

Remove a follower from a conversation so they stop receiving updates on the ticket. Use this to reverse add\_conversation...

Assign Conversation Collaborator

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

Link Conversations

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

Create Conversation External Task

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

Download Conversation File

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

List Conversation SLA Instances

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

Create Customer

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

Get Customer

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

Update Customer

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

Delete Customer

Permanently delete a customer by its unique ID.

List Customers

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

Query Knowledge Base

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

Create Knowledge Base Article

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

Get Knowledge Base Article

Retrieve a single knowledge base article by its ID.

Update Knowledge Base Article

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

Delete Knowledge Base Article

Permanently delete a knowledge base article by its ID.

List Knowledge Base Articles

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

Create Outbound Message

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

Update Outbound Message

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

Get Outbound Message

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

List Outbound Messages

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

Get Time Series Report

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

Create SLA Policy

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

List SLA Policies

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

Get SLA Policy

Retrieve a single SLA policy by its ID.

Update SLA Policy

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

Delete SLA Policy

Permanently delete an SLA policy by its ID.

List SLA Instances

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

Update Slack User Group

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

List Surveys

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

List Survey Responses

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

Get Survey Analytics

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

Create Tag

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

Get Tag

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

Update Tag

Rename an existing tag identified by its ID.

Delete Tag

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

List Tags

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

Add Tag To Customers

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

Add Tag To Conversations

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

Remove Tag From Customers

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

Remove Tag From Conversations

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

Create Ticket Type

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

Get Ticket Type

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

Update Ticket Type

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

Delete Ticket Type

Permanently delete a ticket type by its unique ID.

List Ticket Types

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

List User Groups

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

Get User Group

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

Update User Group

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

List Users

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

Get User

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

Update User

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