topic Re: The ability to start new threads via conversations api in Conversations API Beta

The ability to start new threads via conversations api

AMaruchok — Mon, 29 Apr 2024 14:39:42 GMT

Hi guys,

Could someone please help me understand why it is not possible (at least based on the api spec/docs) to start new threads (i.e. compose/send new emails) via conversations api? I took a look at which api is used when an email composed in the inbox is sent and it is not conversations api.

Besides there is a note in the api docs that it is not possible to create/start new threads, so I wonder what could be the reason for not exposing/adding an api for starting new threads.

Re: The ability to start new threads via conversations api

BérangèreL — Tue, 30 Apr 2024 06:58:55 GMT

Hi @AMaruchok,

Thank you for reaching out to the Community!

I will check internally for you and get back to you as soon as I have more information.

Thank you for your patience!

Have a great day!

Best,
Bérangère

Re: The ability to start new threads via conversations api

EricHirsh — Tue, 30 Apr 2024 14:19:06 GMT

Hi @AMaruchok I am the Product Manager of the Conversations API. The reason that the docs for this API say that this API does not support starting new threads is indeed that we have quietly been working on a separate API for just that. The Custom Channels API has just recently gone into a limited private beta.

But, the use cases we have in mind for the Conversations API, and the specific use case we have in mind, based on research and customer/developer interest over the years still might not be the same as what you are looking to do.

You mentioned email a few times in your question - is there something specific you are looking to accomplish with the email channel? Or are there other messaging channels you are wondering about integrating into HubSpot? E.g. would you mind writing out the business/tech use case of what you are hoping to build and why? Thanks very much for your feedback!

Re: The ability to start new threads via conversations api

AMaruchok — Fri, 03 May 2024 12:01:15 GMT

Hi @EricHirsh, thanks for the information provided!

The use case I'm intersted in is the ability to use the Inbox / Threads feature via API integration only, i.e. so that our users could stay inside our own app and be able to see conversations/threads (and start new threads in necessary) from inside of our app. The reasoning behind it is that emailing/contacting functionality is only one of the parts of our app so we'd like our users to be able to work on all their tasks (incl. emailing/communication) in one place.

Re: The ability to start new threads via conversations api

EricHirsh — Mon, 13 May 2024 15:15:48 GMT

Are the users of your app the employees of your business? Or your own customers? If the latter, is the idea you want your customers to be able to contact your support team? Is there a reason that it has to be over the email channel? I ask because HubSpot has a Mobile Chat SDK that is soon in private beta, that'd allow a native chat expeirence in your app.

Re: The ability to start new threads via conversations api

matiaspiuma — Wed, 25 Dec 2024 20:20:07 GMT

Hi @EricHirsh , in our case, we have an internal support with AI and if our customer doesn't find an answer there, we need to create a new thread in Hubspot with the current conversation the customer had in our internal support.

Can you please let me know if this feature is still in the plans to be added to your API? Thanks!!!

Re: The ability to start new threads via conversations api

SWinski1 — Mon, 30 Dec 2024 22:42:43 GMT

I have this situation in mind - I'd like to post new conversations to an existing inbox (so my users don't have to flip between inboxes) from an external AI bot conversation. I suspect as those third-party platforms for custom bots become more popular, the need for this feature will grow.

Re: The ability to start new threads via conversations api

EricHirsh — Wed, 08 Jan 2025 21:01:42 GMT

On what channel? HubSpot's own Live Chat channel? Or a messaging/chat solution of your own creation? If the latter, then the Custom Channels API is a great fit.

Re: The ability to start new threads via conversations api

EricHirsh — Wed, 08 Jan 2025 21:01:53 GMT

On what channel? HubSpot's own Live Chat channel? Or a messaging/chat solution of your own creation? If the latter, then the Custom Channels API is a great fit.

Re: The ability to start new threads via conversations api

UsmanHubBase — Tue, 28 Jan 2025 11:20:56 GMT

is it possible to create Custom Channels using Private apps?