Skip to main content
GET
Find a conversation by any identifier

Authorizations

Authorization
string
header
required

The id_token from POST /auth/v1/signin, sent as Authorization: Bearer <id_token>. Not the access_token — that one does not carry the identity Cloud Chat authorizes on.

Headers

cloudchat-instance
integer
required

Your Cloud Chat instance ID — an integer, fixed for your company, told at onboarding. The API overview explains how instances work, how to find yours, and the errors a wrong or missing value produces.

Example:

1

Path Parameters

accountId
integer
required

Your Cloud Chat account. It has to be an account your token grants membership on, and it has to live on the instance in the cloudchat-instance header — the two travel together. Account numbers are only unique within an instance, so the same number is a different company on another instance. Usually a mismatched pair fails closed with a 401, because your user does not exist on the other instance — but if your identity happens to exist on both, the call succeeds against the other company's data, silently. Read it and you are looking at the wrong help center; write it and you have stored into the wrong account. Send the two values that were given to you together, and never try a number to see what answers.

Example:

1

Query Parameters

id
string
required

The identifier exactly as you have it, in any of the three forms: the conversation number from the dashboard URL (display id), the ticket id in your own helpdesk, or the conversation uuid. The operation tries every interpretation the value's shape allows and reports in matched_by which one matched — send it as it came, without converting or padding it.

Example:

"233206"

Response

The conversations the identifier matched — possibly none, which is a normal answer, not an error.

account_id
integer
required

The account that was searched, echoing the request.

Example:

1

instance
string | null
required

The Cloud Chat instance that answered — the same value you sent as cloudchat-instance. Filled in practice; if it comes back null, the value you sent stays authoritative.

Example:

"1"

matches
object[]
required

Every conversation the identifier matched, newest first, capped at 10. One helpdesk ticket id can correspond to several internal conversations — helpdesks that keep a single continuous thread per customer create one internal conversation per service episode — so more than one match is a normal outcome, not an error. Use created_at, last_activity_at and status to pick the one the report is about. Empty means the id does not exist on this account or is outside the token's reach, deliberately indistinguishable.