Freshworks Freshchat API

openapi: 3.1.0
info:
  title: Freshworks Freshchat API
  description: >-
    The Freshchat API provides programmatic access to the Freshchat messaging
    platform for managing customer conversations and engagement. It supports
    operations for conversations, messages, agents, channels, and users. The
    API enables developers to automate customer communication workflows,
    integrate Freshchat with external systems, and build custom messaging
    solutions on top of the Freshchat platform. Authentication is handled via
    API tokens obtained from the Freshchat admin panel.
  version: '2.0'
  contact:
    name: Freshworks Support
    url: https://support.freshchat.com/
  termsOfService: https://www.freshworks.com/terms/
externalDocs:
  description: Freshchat API Documentation
  url: https://developers.freshchat.com/api/
servers:
  - url: https://{domain}.freshchat.com/v2
    description: Freshchat Production Server (Standalone)
    variables:
      domain:
        default: yourdomain
        description: Your Freshchat account name
  - url: https://{domain}.myfreshworks.com/v2
    description: Freshchat Production Server (Freshsales Suite)
    variables:
      domain:
        default: yourdomain
        description: Your Freshworks bundle alias
tags:
  - name: Agents
    description: >-
      Manage chat agents and their availability.
  - name: Channels
    description: >-
      Manage messaging channels and their configurations.
  - name: Conversations
    description: >-
      Manage customer conversations and their lifecycle.
  - name: Groups
    description: >-
      Manage agent groups for conversation routing.
  - name: Messages
    description: >-
      Send and retrieve messages within conversations.
  - name: Users
    description: >-
      Manage end-user profiles for chat interactions.
security:
  - bearerAuth: []
paths:
  /conversations:
    get:
      operationId: listConversations
      summary: List all conversations
      description: >-
        Retrieves a paginated list of all conversations. The response
        does not include messages or user details by default.
      tags:
        - Conversations
      parameters:
        - $ref: '#/components/parameters/PageParam'
        - $ref: '#/components/parameters/ItemsPerPageParam'
        - name: status
          in: query
          description: >-
            Filter conversations by status (new, assigned, resolved, reopened).
          schema:
            type: string
        - name: assigned_agent_id
          in: query
          description: Filter by assigned agent ID.
          schema:
            type: string
        - name: assigned_group_id
          in: query
          description: Filter by assigned group ID.
          schema:
            type: string
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  conversations:
                    type: array
                    items:
                      $ref: '#/components/schemas/Conversation'
                  links:
                    $ref: '#/components/schemas/PaginationLinks'
        '401':
          $ref: '#/components/responses/Unauthorized'
    post:
      operationId: createConversation
      summary: Create a conversation
      description: >-
        Creates a new conversation with an initial message. Requires a
        user ID or user details and the message content.
      tags:
        - Conversations
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ConversationCreate'
      responses:
        '200':
          description: Conversation created successfully
          content:
            application/json:
              schema:
                type: object
                properties:
                  conversation_id:
                    type: string
                    description: ID of the created conversation.
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /conversations/{conversation_id}:
    get:
      operationId: getConversation
      summary: View a conversation
      description: >-
        Retrieves the details of a specific conversation by its ID.
        Messages and user attributes are not included by default.
      tags:
        - Conversations
      parameters:
        - $ref: '#/components/parameters/ConversationIdParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateConversation
      summary: Update a conversation
      description: >-
        Updates the properties of an existing conversation such as
        status and assignment.
      tags:
        - Conversations
      parameters:
        - $ref: '#/components/parameters/ConversationIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/ConversationUpdate'
      responses:
        '200':
          description: Conversation updated successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Conversation'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /conversations/{conversation_id}/messages:
    get:
      operationId: listConversationMessages
      summary: List messages in a conversation
      description: >-
        Retrieves all messages within a specific conversation, ordered
        by creation time.
      tags:
        - Messages
      parameters:
        - $ref: '#/components/parameters/ConversationIdParam'
        - $ref: '#/components/parameters/PageParam'
        - $ref: '#/components/parameters/ItemsPerPageParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  messages:
                    type: array
                    items:
                      $ref: '#/components/schemas/Message'
                  links:
                    $ref: '#/components/schemas/PaginationLinks'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    post:
      operationId: sendMessage
      summary: Send a message in a conversation
      description: >-
        Sends a new message in an existing conversation. The message
        can be sent on behalf of an agent or the system.
      tags:
        - Messages
      parameters:
        - $ref: '#/components/parameters/ConversationIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/MessageCreate'
      responses:
        '200':
          description: Message sent successfully
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /agents:
    get:
      operationId: listAgents
      summary: List all agents
      description: >-
        Retrieves a list of all agents configured for the Freshchat
        account, including their availability status.
      tags:
        - Agents
      parameters:
        - $ref: '#/components/parameters/PageParam'
        - $ref: '#/components/parameters/ItemsPerPageParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  agents:
                    type: array
                    items:
                      $ref: '#/components/schemas/Agent'
                  links:
                    $ref: '#/components/schemas/PaginationLinks'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /agents/{agent_id}:
    get:
      operationId: getAgent
      summary: View an agent
      description: >-
        Retrieves the metadata and availability status of a specific agent.
      tags:
        - Agents
      parameters:
        - $ref: '#/components/parameters/AgentIdParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Agent'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /users:
    get:
      operationId: listUsers
      summary: List all users
      description: >-
        Retrieves a paginated list of all end-users registered in the
        Freshchat system.
      tags:
        - Users
      parameters:
        - $ref: '#/components/parameters/PageParam'
        - $ref: '#/components/parameters/ItemsPerPageParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  users:
                    type: array
                    items:
                      $ref: '#/components/schemas/User'
                  links:
                    $ref: '#/components/schemas/PaginationLinks'
        '401':
          $ref: '#/components/responses/Unauthorized'
    post:
      operationId: createUser
      summary: Create a user
      description: >-
        Creates a new end-user in the Freshchat system.
      tags:
        - Users
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/UserCreate'
      responses:
        '200':
          description: User created successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/User'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /users/{user_id}:
    get:
      operationId: getUser
      summary: View a user
      description: >-
        Retrieves the profile and properties of a specific user.
      tags:
        - Users
      parameters:
        - $ref: '#/components/parameters/UserIdParam'
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/User'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
    put:
      operationId: updateUser
      summary: Update a user
      description: >-
        Updates the profile properties of an existing user.
      tags:
        - Users
      parameters:
        - $ref: '#/components/parameters/UserIdParam'
      requestBody:
        required: true
        content:
          application/json:
            schema:
              $ref: '#/components/schemas/UserCreate'
      responses:
        '200':
          description: User updated successfully
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/User'
        '400':
          $ref: '#/components/responses/BadRequest'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /channels:
    get:
      operationId: listChannels
      summary: List all channels
      description: >-
        Retrieves a list of all messaging channels configured in the
        Freshchat account.
      tags:
        - Channels
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  channels:
                    type: array
                    items:
                      $ref: '#/components/schemas/Channel'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /channels/{channel_id}:
    get:
      operationId: getChannel
      summary: View a channel
      description: >-
        Retrieves the details of a specific messaging channel.
      tags:
        - Channels
      parameters:
        - name: channel_id
          in: path
          required: true
          description: The ID of the channel.
          schema:
            type: string
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Channel'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
  /groups:
    get:
      operationId: listGroups
      summary: List all groups
      description: >-
        Retrieves a list of all agent groups configured for conversation
        routing.
      tags:
        - Groups
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                type: object
                properties:
                  groups:
                    type: array
                    items:
                      $ref: '#/components/schemas/Group'
        '401':
          $ref: '#/components/responses/Unauthorized'
  /groups/{group_id}:
    get:
      operationId: getGroup
      summary: View a group
      description: >-
        Retrieves the details of a specific agent group.
      tags:
        - Groups
      parameters:
        - name: group_id
          in: path
          required: true
          description: The ID of the group.
          schema:
            type: string
      responses:
        '200':
          description: Success
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/Group'
        '401':
          $ref: '#/components/responses/Unauthorized'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  securitySchemes:
    bearerAuth:
      type: http
      scheme: bearer
      description: >-
        Bearer token authentication. Obtain the API token from the
        Freshchat admin settings panel.
  parameters:
    PageParam:
      name: page
      in: query
      description: Page number for pagination.
      schema:
        type: integer
        minimum: 1
        default: 1
    ItemsPerPageParam:
      name: items_per_page
      in: query
      description: Number of items per page.
      schema:
        type: integer
        minimum: 1
        maximum: 50
        default: 20
    ConversationIdParam:
      name: conversation_id
      in: path
      required: true
      description: The ID of the conversation.
      schema:
        type: string
    AgentIdParam:
      name: agent_id
      in: path
      required: true
      description: The ID of the agent.
      schema:
        type: string
    UserIdParam:
      name: user_id
      in: path
      required: true
      description: The ID of the user.
      schema:
        type: string
  responses:
    BadRequest:
      description: The request body or parameters are invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    Unauthorized:
      description: Authentication credentials are missing or invalid.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
    NotFound:
      description: The requested resource was not found.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
  schemas:
    Conversation:
      type: object
      properties:
        conversation_id:
          type: string
          description: Unique ID of the conversation.
        app_id:
          type: string
          description: ID of the Freshchat application.
        channel_id:
          type: string
          description: ID of the channel.
        status:
          type: string
          description: >-
            Status of the conversation (new, assigned, resolved, reopened).
          enum:
            - new
            - assigned
            - resolved
            - reopened
        assigned_agent_id:
          type: string
          description: ID of the assigned agent.
        assigned_group_id:
          type: string
          description: ID of the assigned group.
        users:
          type: array
          description: Users involved in the conversation.
          items:
            type: object
            properties:
              id:
                type: string
                description: User ID.
        created_time:
          type: string
          format: date-time
          description: Timestamp when the conversation was created.
    ConversationCreate:
      type: object
      required:
        - app_id
        - channel_id
        - messages
      properties:
        app_id:
          type: string
          description: ID of the Freshchat application.
        channel_id:
          type: string
          description: ID of the channel.
        users:
          type: array
          description: Users to involve in the conversation.
          items:
            type: object
            properties:
              id:
                type: string
                description: User ID.
        messages:
          type: array
          description: Initial messages for the conversation.
          items:
            $ref: '#/components/schemas/MessageCreate'
    ConversationUpdate:
      type: object
      properties:
        status:
          type: string
          description: New status for the conversation.
          enum:
            - new
            - assigned
            - resolved
            - reopened
        assigned_agent_id:
          type: string
          description: ID of the agent to assign.
        assigned_group_id:
          type: string
          description: ID of the group to assign.
    Message:
      type: object
      properties:
        id:
          type: string
          description: Unique ID of the message.
        message_type:
          type: string
          description: >-
            Type of message (normal, private, system).
          enum:
            - normal
            - private
            - system
        actor_type:
          type: string
          description: >-
            Type of actor who sent the message (user, agent, system).
          enum:
            - user
            - agent
            - system
        actor_id:
          type: string
          description: ID of the actor.
        message_parts:
          type: array
          description: Parts that compose the message content.
          items:
            type: object
            properties:
              text:
                type: object
                properties:
                  content:
                    type: string
                    description: Text content of the message part.
              image:
                type: object
                properties:
                  url:
                    type: string
                    format: uri
                    description: URL of the image.
        reply_parts:
          type: array
          description: >-
            Response enablers for agent or bot messages allowing quick replies.
          items:
            type: object
        created_time:
          type: string
          format: date-time
          description: Timestamp when the message was created.
    MessageCreate:
      type: object
      required:
        - message_parts
        - actor_type
        - actor_id
      properties:
        message_type:
          type: string
          description: Type of message.
          enum:
            - normal
            - private
          default: normal
        actor_type:
          type: string
          description: Type of actor sending the message.
          enum:
            - user
            - agent
        actor_id:
          type: string
          description: ID of the actor sending the message.
        message_parts:
          type: array
          description: Parts composing the message content.
          items:
            type: object
            properties:
              text:
                type: object
                properties:
                  content:
                    type: string
                    description: Text content.
    Agent:
      type: object
      properties:
        id:
          type: string
          description: Unique ID of the agent.
        email:
          type: string
          format: email
          description: Email address.
        first_name:
          type: string
          description: First name.
        last_name:
          type: string
          description: Last name.
        avatar:
          type: object
          description: Avatar image details.
          properties:
            url:
              type: string
              format: uri
              description: URL of the avatar image.
        biography:
          type: string
          description: Agent biography.
        is_deactivated:
          type: boolean
          description: Whether the agent is deactivated.
        groups:
          type: array
          description: Groups the agent belongs to.
          items:
            type: string
        availability:
          type: string
          description: Current availability status.
          enum:
            - online
            - offline
        created_time:
          type: string
          format: date-time
          description: Timestamp when the agent was created.
    User:
      type: object
      properties:
        id:
          type: string
          description: Unique ID of the user.
        email:
          type: string
          format: email
          description: Email address.
        first_name:
          type: string
          description: First name.
        last_name:
          type: string
          description: Last name.
        phone:
          type: string
          description: Phone number.
        avatar:
          type: object
          description: Avatar image details.
          properties:
            url:
              type: string
              format: uri
              description: URL of the avatar image.
        properties:
          type: array
          description: Custom user properties.
          items:
            type: object
            properties:
              name:
                type: string
                description: Property name.
              value:
                type: string
                description: Property value.
        created_time:
          type: string
          format: date-time
          description: Timestamp when the user was created.
    UserCreate:
      type: object
      properties:
        email:
          type: string
          format: email
          description: Email address.
        first_name:
          type: string
          description: First name.
        last_name:
          type: string
          description: Last name.
        phone:
          type: string
          description: Phone number.
        properties:
          type: array
          description: Custom user properties.
          items:
            type: object
            properties:
              name:
                type: string
                description: Property name.
              value:
                type: string
                description: Property value.
    Channel:
      type: object
      properties:
        id:
          type: string
          description: Unique ID of the channel.
        name:
          type: string
          description: Name of the channel.
        icon:
          type: object
          description: Channel icon details.
          properties:
            url:
              type: string
              format: uri
              description: URL of the icon image.
        enabled:
          type: boolean
          description: Whether the channel is enabled.
        public:
          type: boolean
          description: Whether the channel is public.
        welcome_message:
          type: object
          description: Welcome message configuration.
          properties:
            message_parts:
              type: array
              items:
                type: object
                properties:
                  text:
                    type: object
                    properties:
                      content:
                        type: string
                        description: Welcome message text.
        updated_time:
          type: string
          format: date-time
          description: Timestamp when the channel was last updated.
    Group:
      type: object
      properties:
        id:
          type: string
          description: Unique ID of the group.
        name:
          type: string
          description: Name of the group.
        description:
          type: string
          description: Description of the group.
        routing_type:
          type: string
          description: Conversation routing type for the group.
        agents:
          type: array
          description: IDs of agents in the group.
          items:
            type: string
        created_time:
          type: string
          format: date-time
          description: Timestamp when the group was created.
    PaginationLinks:
      type: object
      properties:
        next_page:
          type: string
          format: uri
          description: URL for the next page of results.
        prev_page:
          type: string
          format: uri
          description: URL for the previous page of results.
    Error:
      type: object
      properties:
        code:
          type: string
          description: Error code.
        message:
          type: string
          description: Human-readable error message.