Messages

Get all messages on an issue

get

Returns all messages for the specified issue, including replies and internal notes.

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue to fetch messages for.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

get

/issues/{id}/messages

HTTPcURLJavaScriptPython

GET /issues/{id}/messages HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "data": [
    {
      "author": {
        "avatar_url": "text",
        "contact": {
          "email": "text",
          "id": "text"
        },
        "name": "text",
        "user": {
          "email": "text",
          "id": "text"
        }
      },
      "email_info": {
        "bcc_emails": [
          "text"
        ],
        "cc_emails": [
          "text"
        ],
        "from_email": "text",
        "message_id": "text",
        "to_emails": [
          "text"
        ]
      },
      "file_urls": [
        "text"
      ],
      "id": "text",
      "is_private": true,
      "message_html": "text",
      "source": "text",
      "thread_id": "text",
      "timestamp": "text"
    }
  ],
  "pagination": {
    "cursor": "text",
    "has_next_page": true
  },
  "request_id": "text"
}

Get all threads on an issue

get

Returns all threads for the specified issue.

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue to fetch threads for.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

get

/issues/{id}/threads

HTTPcURLJavaScriptPython

GET /issues/{id}/threads HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "data": [
    {
      "channel_id": "text",
      "id": "text",
      "issue_id": "text",
      "name": "text",
      "source": "text",
      "thread_id": "text"
    }
  ],
  "request_id": "text"
}

Create a thread on an issue

post

Creates a new internal thread on an issue.

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue to create a thread for.

Body

application/json

namestringOptional

The name of the thread.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/threads

HTTPcURLJavaScriptPython

POST /issues/{id}/threads HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 15

{
  "name": "text"
}

{
  "data": {
    "channel_id": "text",
    "id": "text",
    "issue_id": "text",
    "name": "text",
    "source": "text",
    "thread_id": "text"
  },
  "request_id": "text"
}

Reply to an issue

post

Sends a customer-facing reply on an issue, visible to the requester.

Rate limit: 10 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue.

Body

application/json

attachment_urlsstring[]Optional

An array of attachment URLs to attach to this issue.

body_htmlstringRequired

The body of the message in HTML.

contact_idstringOptional

Optional contact ID to post the message as. Only one of user_id or contact_id can be provided.

message_idstringRequired

The ID of the message to reply to.

user_idstringOptional

Optional user ID to post the message as. Only one of user_id or contact_id can be provided.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/reply

HTTPcURLJavaScriptPython

POST /issues/{id}/reply HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 284

{
  "attachment_urls": [
    "text"
  ],
  "body_html": "text",
  "contact_id": "text",
  "custom_source": {
    "created_at": "text",
    "external_id": "text",
    "metadata": {
      "ANY_ADDITIONAL_PROPERTY": {}
    }
  },
  "email_info": {
    "bcc_emails": [
      "text"
    ],
    "cc_emails": [
      "text"
    ],
    "to_emails": [
      "text"
    ]
  },
  "message_id": "text",
  "user_id": "text"
}

{
  "data": {
    "id": "text",
    "issue_id": "text"
  },
  "request_id": "text"
}

Create an internal note on an issue

post

Posts an internal note on an issue thread. Not visible to the requester.

Rate limit: 10 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue.

Body

application/json

attachment_urlsstring[]Optional

An array of attachment URLs to attach to this issue.

body_htmlstringRequired

The body of the message in HTML.

message_idstringOptional

The ID of the message to reply to. This message must be an internal note. You can find this from the GET /issues/{id}/messages endpoint. If neither thread_id nor message_id is provided, posts to the default internal thread or creates one.

thread_idstringOptional

The ID of the thread to post the note to. Use the id field (not thread_id) from GET /issues/{id}/threads. If neither thread_id nor message_id is provided, posts to the default internal thread or creates one.

thread_namestringOptional

Optional name for the internal thread created when neither thread_id nor message_id is provided. Ignored if posting to an existing thread.

user_idstringOptional

Optional user ID to post the message as. If not provided, the API token user will be used.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/note

HTTPcURLJavaScriptPython

POST /issues/{id}/note HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 124

{
  "attachment_urls": [
    "text"
  ],
  "body_html": "text",
  "message_id": "text",
  "thread_id": "text",
  "thread_name": "text",
  "user_id": "text"
}

{
  "data": {
    "id": "text",
    "issue_id": "text"
  },
  "request_id": "text"
}

Redact a message

post

Permanently redacts a message's content. This action cannot be undone.

Rate limit: 20 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue that the message belongs to.

message_idstringRequired

The ID of the message to redact.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

post

/issues/{id}/messages/{message_id}/redact

HTTPcURLJavaScriptPython

POST /issues/{id}/messages/{message_id}/redact HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "data": {
    "author": {
      "avatar_url": "text",
      "contact": {
        "email": "text",
        "id": "text"
      },
      "name": "text",
      "user": {
        "email": "text",
        "id": "text"
      }
    },
    "email_info": {
      "bcc_emails": [
        "text"
      ],
      "cc_emails": [
        "text"
      ],
      "from_email": "text",
      "message_id": "text",
      "to_emails": [
        "text"
      ]
    },
    "file_urls": [
      "text"
    ],
    "id": "text",
    "is_private": true,
    "message_html": "text",
    "source": "text",
    "thread_id": "text",
    "timestamp": "text"
  },
  "request_id": "text"
}

Delete a message

delete

Permanently deletes a message from an issue and its connected external system.

Rate limit: 10 requests per minute

Authorizations

bearerAuth

AuthorizationstringRequired

Authorization: Bearer

Path parameters

idstringRequired

The ID of the issue that the message belongs to.

message_idstringRequired

The ID of the message to delete.

Responses

200Success

application/json

request_idstringOptional

The request ID for tracking.

400Error

application/json

404Error

application/json

500Error

application/json

delete

/issues/{id}/messages/{message_id}

HTTPcURLJavaScriptPython

DELETE /issues/{id}/messages/{message_id} HTTP/1.1
Host: api.usepylon.com
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "request_id": "text"
}