Update conversation

PUT/omnichannel/conversations/{id}

Updates mutable fields of an existing conversation such as status, priority, assignment, and SLA timestamps. After update, the quality assessment is automatically refreshed. Use to reassign, resolve, or escalate a conversation.

Request

Path parameters

Name	Type	Required	Description
id	integer	Yes	The numeric ID of the conversation to update.

Request body

Content type application/json (required).

Field	Type	Required	Description
subject	string	No	Max length: 255
status	string	No	One of: "open", "pending", "resolved", "closed"
priority	string	No	One of: "low", "normal", "high", "urgent"
assigned_to	integer, nullable	No
channel_profile_id	integer, nullable	No
supervisor_user_id	integer, nullable	No
fallback_channel	string, nullable	No	One of: "email", "web_chat", "sms", "whatsapp", "internal", "voice", "social"
first_response_due_at	string (date-time), nullable	No
escalation_at	string (date-time), nullable	No
resolved_at	string (date-time), nullable	No	Timestamp to mark when the conversation was resolved.

Example

{
  "status": "resolved",
  "priority": "normal",
  "assigned_to": 9,
  "resolved_at": "2026-04-08T11:45:00Z"
}

Responses

200 Conversation updated and quality score refreshed

404 Conversation not found

422 Validation failed

Example request

curl -X PUT "https://{tenant}.faciotech.net/api/v1/omnichannel/conversations/{id}" \
  -H "Accept: application/json" \
  -H "Content-Type: application/json" \
  -d '{"status": "resolved", "priority": "normal", "assigned_to": 9, "resolved_at": "2026-04-08T11:45:00Z"}'