Conversations
A conversation is one thread between a contact and your team on one channel. It carries a status (open, pending, resolved), an assignee, a team, labels, priority and custom attributes. The dashboard inbox is a list of these; the API lets you list, filter, search, assign, resolve and annotate them.Messages
Everything said inside a conversation: text, attachments, WhatsApp templates and interactive replies, from the customer, an agent, an AI agent or an automation. Sending a message through the API delivers it on the conversation’s channel and shows it in the inbox like any other reply.Contacts
The people your team talks to, with phone, email, name, custom attributes, labels and notes. One contact can have conversations on several channels. Use the API to create, search, import, export, merge and update them.Inboxes
A connected channel: a WhatsApp Business number, an Instagram or Messenger page, an email address or a website live-chat widget. Inboxes decide where a conversation comes from and which agents can see it.Teams and agents
Agents are the humans in your account; teams group them for assignment and reporting. The API lists agents and their availability, and manages teams and membership. For each person,GET /agents and PATCH /agents/{id} return two
availability fields. chosen_availability is what the agent or an
administrator chose: online, busy or offline. availability_status is
the live status: online, away, busy or offline. An agent who chose
online shows as away when HueChat is open but they have not used it within
the account’s idle limit. last_active_at is the Unix time of their last
recorded activity, or null. PATCH /agents/{id} changes the choice only
when you send availability; base that value on chosen_availability, not
on the live status.
AI agents
An AI agent is an assistant you build in HueChat to answer customers by itself. You give it a persona, a language, guardrails, tools and a knowledge base; publish it to one or more inboxes; and it replies to incoming conversations in Arabic or English until it hands the thread to a human. The API creates and updates agents, publishes and pauses them, tests them, reads their stats, quality and feedback, and rolls back to earlier versions.Knowledge
The documents, web pages and text that ground an AI agent’s answers. Upload a file, point at a URL or paste text; HueChat indexes it and the agent cites it when it replies. Endpoints add, reindex and remove sources.Templates and broadcasts
Templates are the pre-approved WhatsApp message formats Meta requires for business-initiated messages. Broadcasts send a template to a list of contacts, from a CSV or a saved audience, with scheduling, pause and resume, and delivery reports.Workflows and chat menus
Workflows are automation flows built from triggers and steps: route, tag, reply, wait, hand off. Chat menus are the numbered or button-driven menus a customer sees at the start of a conversation. Both can be created, published and toggled through the API.Appointments
Native calendar records tied to an account’s services, resources and optional contacts. An external system uses its own stableexternal_id for safe retry
and reconciliation, while version prevents one writer from overwriting a
newer change. See Appointment sync.
API credentials
Scopedhc_ keys have their own scopes, rate limit, IP allowlist and expiry.
Account administrators manage their values and usage inside HueChat. This
portal documents how to authenticate and use product APIs, not how to inspect
another account’s credentials or subscriptions.