Hi
I'm trying to do something that I thought should be simple, but am struggling to find a solution and was wondering if anyone had any suggestions?
Ultimately what I want to be able to do is:
When a user of my app takes a particular action in the app, I want to trigger a message to be sent from an admin to the user saying something like "Thanks for the submission, we're looking into it and will get back to you...". I also need this conversation to appear in the admin's inbox, essentially as a "ticket" that they need to work on and get back to the user at a later date.
I can't use the /conversations API to create a convo from admin to user because that direction isn't supported. (Conversations can only be created in the other direction, user -> admin).
I get a little further with the /messages API. It allows you to send a message from an admin to a user but the problem is that it doesn't create a conversation so nothing shows up in the admin's inbox (so in my use case there's no "ticket" raised telling my admin that they have some work to do).
When I say "it doesn't create a conversation", it actually does but it's some kind of hidden conversation that doesn't show up on the inbox. However if I open the user's contact record I can see the message as a conversation listed there. From there I'm able to manually infer the "hidden" conversation ID, and using that ID I can call the /conversation/<id>/parts API to assign the conversation to the admin after which it appears in their inbox - great, aside from the manual step to work out the conversation ID...
So my question is:
Is there a way to programatically get the conversation ID from a message created in the manner described above? (OR have I missed some other much more simple solution to achieve my original goal?)
NB: not really important to my issue, but worth mentioning there's either a bug or the documentation is incorrect on the /conversation<id>/parts API. The docs state for the "body" argument: "Optionally you can leave a note in the conversation for additional context to other teammates". However when used this doesn't appear as a note, but an actual message that the user will see.