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: …”?