Conversations

A conversation is the core communication thread in Omnix. Every inbound and outbound message on any channel lives inside a conversation, giving your team a single, continuous history with each contact.

What a Conversation Contains

PropertyDescriptionconversationIdUnique identifier — used in API calls that target a specific threadcontactIdThe contact this conversation belongs tochannelTypeThe channel the conversation is on (sms, email, whatsapp, voice)statusopen, resolved, or snoozedassigneeIdThe agent or AI agent currently assigned to handle ittagsLabels for filtering and routinglastActivityTimestamp of the most recent message or event

Channel Types

The channelType field determines what kind of conversation it is and which sending constraints apply:

ValueChannelConstraintssmsSMS (via Twilio or configured provider)Character limits apply; no media unless MMS enabledemailEmail (Gmail or Microsoft/Outlook)Full HTML or plain text; subjects supportedwhatsappWhatsApp BusinessRequires approved template for outbound to new contactsvoiceVoice callConversation is created from call events; transcript attached

Conversation Status

StatusMeaningopenActively needs attention — appears in the team inboxresolvedIssue closed — removed from active inbox queuesnoozedTemporarily hidden — re-opens at a configured time

Creating Conversations via the API

When calling sendTemplatedMessage with createConversation: true, Omnix creates a new conversation and returns its conversationId:

{"method": "OmnixGatewayRpc.sendTemplatedMessage","params": {
    "contactInfo": { "email": "[email protected]" },
    "channelType": "sms",
    "templateName": "welcome",
    "createConversation": true}}

Response:

{"success": true,"messageId": "msg_...","conversationId": "conv_64d0a1b2..."}

Store the conversationId if you need to inject follow-up messages into the same thread.

Injecting Messages into an Existing Conversation

Use sendSystemMessage to push a message into a conversation your integration already knows about:

{"method": "OmnixGatewayRpc.sendSystemMessage","params": {
    "conversationId": "conv_64d0a1b2...",
    "messageBody": "Your appointment has been confirmed for tomorrow at 10am.",
    "subject": "Appointment Confirmation"}}

The subject field applies to email conversations only.

UnifiedInboxRpc — Full conversation query and management API (internal/agent use)
OmnixGatewayRpc — sendSystemMessage, sendSystemMessageToContact
Contacts — Every conversation belongs to a contact