Thread
Description:
This API retrieves details of a thread from a conversation on your SalesIQ portal/account.
Query Parameters:
- include_fields – Fetches additional details by specifying any of the following values.
- attender – Includes the operator handling the conversation.
- department – Includes the department to which the thread belongs.
- brand – Includes brand-related details.
- metrics – Provides metadata of the conversation.
- transfer_details – Displays details of all operators and departments involved in the conversation.
OAuth Scope:
SalesIQ.conversations.READ
Method:
GET
URL
Copiedhttps://{zohosalesiq_server_uri}/api/v2/{screen_name}/conversations/{conv_id}/threads/{thread_number}Example
Copiedhttps://salesiq.zoho.com/api/v2/zylkerinc/conversations/115844000015207035/threads/1?include_fields=%5B%22metrics%22%2C%20%22attender%22%2C%20%22department%22%5DSuccess response
Copied{
"url": "/api/v2/zylkerinc/conversations/115844000015207035/threads/1946",
"object": "conversations",
"data": {
"id": "1946",
"thread_id": "1946",
"thread_number": "1",
"conversation_id": "115844000015207035",
"reference_id": "30290",
"wms_chat_id": "LD_1599921689495274113_165423290",
"question": "Hi, I need help",
"status": "Attended Online",
"status_code": "1",
"inititated_by": "visitor",
"ended_by": "visitor",
"from_time": "1726035911108",
"to_time": "1726035996189",
"metrics": {
"operator_message_count": "2",
"visitor_message_count": "3",
"bot_message_count": "2",
"info_message_count": "4",
"system_event_count": "1",
"average_response_time": "5792",
"first_response_time": "6105",
"total_chat_duration": "20151",
"visitor_waiting_time": "5434",
"missed_reason": "All the operators are busy.",
"bot_pickup_after": "1721652997651",
"bot_duration": "172165299764",
"queued_duration": "1721652997751",
"first_agent_accept_after": "1721652999651",
"total_operator_duration": "1721652997651"
},
"time": {
"initiated_time": "1721652997651",
"connected_time": "1721652997655",
"bot_pickup_time": "1721652997655",
"bot_transfer_time": "1721652997687",
"queue_intime": "1721652997651",
"queue_outtime": "1721672997651",
"missed_time": "1721652997653",
"first_agent_accept_time": "1721652998651",
"end_time": "1721652998651",
"last_mail_at": "1721652999651"
},
"operators_involved": [
"115844000000002084",
"115844000002256033"
],
"departments_involved": [
"115844000000002016"
],
"attender": {
"name": "Bubble",
"type": "bot",
"id": "115844000013286013"
},
"department": {
"name": "Support",
"id": "115844000000002016"
},
"brand": {
"name": "Zylker Commerce",
"id": "115844000005813161"
}
}
}