Can we programmatically create “Reply Recommendations” in Help Desk, or only COMMENTS/MESSAGES?

RedYellowBlue — Mon, 22 Sep 2025 06:59:21 GMT

I’m automating triage on new conversations (Conversation-based workflow, filtered by Inbox). I want to inject an AI-generated Reply Recommendation into the agent view — the same UI panel that shows “Reply Recommendation from Customer Agent”.

What I’ve tried so far:

Private App with conversations.read + conversations.write.

Workflow → Custom coded action posts to:

POST /conversations/v3/conversations/threads/{threadId}/messages
Payload with type: "COMMENT" works (internal note displays fine).

Listing thread messages shows only these type values on my portal:
MESSAGE, COMMENT, ASSIGNMENT, THREAD_STATUS_CHANGE.

Ask:
Is there a public, supported way to create a “Reply Recommendation” object via API (or a message subtype/metadata that makes the UI render it as a Reply Recommendation)? Or is the current/only supported approach to mimic this with a COMMENT prefixed “AI suggestion: …”?

Re: Can we programmatically create “Reply Recommendations” in Help Desk, or only COMMENTS/MESSAGES?

STierney — Mon, 22 Sep 2025 20:46:11 GMT

Hey @RedYellowBlue - thanks for posting in the Community!

I'd like to tag in some experts here to see if they have any insight on how we might be able to achieve this!

@stefen, @ChrisoKlepke, and @miljkovicmisa - any thoughts for @RedYellowBlue?

Shane, Community Manager

topic Re: Can we programmatically create “Reply Recommendations” in Help Desk, or only COMMENTS/MESSAGES? in APIs & Integrations

Can we programmatically create “Reply Recommendations” in Help Desk, or only COMMENTS/MESSAGES?

Re: Can we programmatically create “Reply Recommendations” in Help Desk, or only COMMENTS/MESSAGES?