Messages

The Messages API is how external systems send, receive, and manage communications that flow through Answering Service Care, chats, AI-generated responses, call-origin notes, and operator messages all live here as unified message objects.

Messages are created by agents and stored on your account. Each message consists of standard data fields and can also contain custom fields, which appear alongside standard fields with the prefix content_with_additional_details_table__{labelName}.

Retention: Messages are retained for 180+ days in line with our privacy and data > retention policy. Older messages may not be retrievable.

What you can do

• List every message visible to the authenticated user, with optional filters for origin (chat, to-do, call, sms, ai), delivery status, date range (from_date / to_date in MM-DD-YYYY), and page size.
• Retrieve a single message by ID, including its linked call recording if one exists.
• Send a new message on behalf of an account, AI agent, or escalation thread.
• Update a message's state, acknowledge it, or flip its read/unread status, useful for clearing inboxes programmatically or syncing read state with an external CRM.

Common use cases

• Pulling a day's worth of messages into a reporting warehouse.
• Sending AI-generated summaries back into Answering Service Care from an external workflow.
• Marking messages handled once an external ticket is closed.

Every message carries an account_id, agent_id, contact_id, and many optional fields (address, phone, email, escalation metadata, form answers) so you can cleanly attribute it to a customer account and upstream context.