The conversation panel

Open a conversation in the inbox and everything about the customer is beside it: their plan and what they pay, their earlier conversations, a link to their contact page, and the feedback they asked for. Under the reply box are a picker for saved replies and FAQs, and a button that drafts a reply with AI. The web panel and the native app do the same, through the endpoints below. They are admin endpoints (an operator session or an ak_ admin key), so you can script all of it too.

Every request carries Authorization: Bearer ak_…. Project-scoped keys work for the projects they are limited to.

What the panel shows#

• Plan and MRR. When the Stripe sync has found the customer, a compact card shows their plan, their monthly recurring revenue in the Stripe account's currency, and the subscription status. No Stripe customer, no card. CONTACTS.md covers the stripe_* attributes the sync writes.
• Past conversations. The customer's other conversations, newest first (ten at most). Click one to open it.
• Open contact. Opens their contact page (/projects/<id>/contacts?contact=<contactId> on the web).
• Feedback. The posts linked to this conversation, with whether the customer follows each. File a new post as the customer or link one that exists.
• Save as FAQ. Right-click (web) or long-press (native) one of your replies to turn it into an FAQ.
• Saved replies and FAQs in the reply box, and Draft with AI.

One read: GET /v1/admin/conversations/:id/context#

curl -s https://YOUR-SUPPORT-HOST/v1/admin/conversations/CONV_ID/context \
  -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY"

{
  "contact": { "id": "k1", "name": "Ada Lovelace", "email": "[email protected]", "externalId": "user_42", "language": "en", "lastSeenAt": "2026-10-20T08:12:00.000Z" },
  "billing": { "plan": "Pro", "mrr": 29, "currency": "usd", "status": "active", "customerId": "cus_123" },
  "pastConversations": [
    { "id": "c0", "subject": "Export stuck", "status": "done", "statusCategory": "resolved", "lastMessageAt": "2026-09-30T10:00:00.000Z", "lastMessagePreview": "Fixed, thanks!", "createdAt": "2026-09-30T09:00:00.000Z" }
  ],
  "feedbackPosts": [
    { "id": "p12", "number": 12, "title": "Export bookmarks as CSV", "status": "planned", "statusLabel": "Planned", "statusCategory": "planned", "following": true }
  ],
  "faqModels": { "models": [{ "id": "m1", "name": "Help center" }], "defaultModelId": "m1" }
}

• billing is null unless the contact has a Stripe customer. mrr is in major currency units (29, 19.99), and currency comes from the project's connected Stripe account (empty when it was disconnected).
• pastConversations leaves out the one you asked about and includes archived ones.
• feedbackPosts is in the order they were linked; a post deleted since is skipped. following is false when the customer has muted the post or has no user id.
• faqModels is where "Save as FAQ" can write, best first: the models the conversation's assistant reads, then the project's other assistants', then the rest. defaultModelId is empty when the workspace has no knowledge model.

Linking a feedback post: POST /v1/admin/conversations/:id/feedback-posts#

Link an existing post (an id or #12), the customer follows it:

curl -s -X POST https://YOUR-SUPPORT-HOST/v1/admin/conversations/CONV_ID/feedback-posts \
  -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY" -H "Content-Type: application/json" \
  -d '{ "postId": "#12" }'

File a new post written by the customer, and link it:

curl -s -X POST https://YOUR-SUPPORT-HOST/v1/admin/conversations/CONV_ID/feedback-posts \
  -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY" -H "Content-Type: application/json" \
  -d '{ "create": { "title": "Export bookmarks as CSV", "body": "Asked for in the support chat.", "type": "feature" } }'

Unlink: { "postId": "#12", "linked": false }. The answer is { feedbackPostIds, post, linked, created, following }.

The rules:

• The customer follows what you link (they are emailed when it changes), unless you send "follow": false. A post you file is theirs: they are its author, start with their own vote and follow it. It is validated like a post they filed themselves (type must be one of the board's types), and it does not count as the customer visiting or toward their posting rate limit.
• A contact with no user id (externalId) cannot follow or author a post. Linking still works and answers following: false. Filing a new post is refused with 409, because a post needs an author with an id. Link an existing post instead.
• Unlinking does not unfollow. They may still want to hear about it.
• A conversation links at most 20 posts (400 past that). Linking something already linked changes nothing.
• Each change leaves a line on the conversation's timeline (internal, the customer never sees it) and publishes the conversation.feedback_linked event ({ conversationId, postId, linked, created }, see EVENTS.md).
• Customers never see which posts a conversation links: feedbackPostIds is left out of everything an end user reads.

Saved replies: /v1/admin/saved-replies#

Canned answers a project's team inserts while replying. Reading is open to any member; creating, editing and deleting need the content role.

# list
curl -s "https://YOUR-SUPPORT-HOST/v1/admin/saved-replies?project=PROJECT_ID" -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY"

# create
curl -s -X POST https://YOUR-SUPPORT-HOST/v1/admin/saved-replies \
  -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY" -H "Content-Type: application/json" \
  -d '{ "project": "PROJECT_ID", "title": "Refund policy", "shortcut": "refund", "body": "Hi {{firstName}}, you can ask for a refund within 30 days." }'

# edit / delete
curl -s -X PATCH  https://YOUR-SUPPORT-HOST/v1/admin/saved-replies/REPLY_ID -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY" -H "Content-Type: application/json" -d '{ "body": "…" }'
curl -s -X DELETE https://YOUR-SUPPORT-HOST/v1/admin/saved-replies/REPLY_ID -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY"

Placeholders. {{firstName}} is the first word of the customer's name and {{name}} all of it; with no name both become there, so "Hi {{firstName}}," always reads. Spaces inside the braces and letter case do not matter, and any other {{…}} is left as written. The text is stored as typed; the client fills the placeholders when it inserts the reply (fillSavedReply in shared/savedReplies.ts, ported to Swift as SavedReplyFill).

Replies and FAQs to answer with: GET /v1/admin/conversations/:id/suggestions?q=#

curl -s "https://YOUR-SUPPORT-HOST/v1/admin/conversations/CONV_ID/suggestions?q=refund" -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY"
# { "faqs": [{ "id", "question", "answer" }], "savedReplies": [{ "id", "title", "body", "shortcut" }] }

Saved replies match q against the shortcut, the title and the text (best match first; with no q they are listed by title, up to 20). FAQs come from the knowledge each of the project's assistants may read, through the same search the auto-responder uses: Meilisearch when it is set up, a keyword scan otherwise. With no q the FAQs answer the customer's latest message, so the picker opens on likely answers. Only active FAQs are offered.

Draft a reply with AI: POST /v1/admin/conversations/:id/draft#

curl -s -X POST https://YOUR-SUPPORT-HOST/v1/admin/conversations/CONV_ID/draft -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY"
# { "draft": "Hi Ada, …", "model": "gpt-4o-mini", "sources": [{ "faqId": "f1", "question": "How do I export?" }] }

The draft is for you to edit: nothing is stored or sent. It uses the auto-responder's pipeline: the conversation's assistant (else the project's first active one, even with auto-reply off), the knowledge it may read, and the public part of the conversation. Internal notes and timeline events are never shown to the model. sources are the FAQs it was given; with none, check the facts yourself.

Save an answer as an FAQ: POST /v1/admin/conversations/:id/faq#

curl -s -X POST https://YOUR-SUPPORT-HOST/v1/admin/conversations/CONV_ID/faq \
  -H "Authorization: Bearer $HELP_BITES_ADMIN_KEY" -H "Content-Type: application/json" \
  -d '{ "question": "How do I export my data?", "answer": "Open Settings, then Data, then Export.", "modelId": "MODEL_ID" }'

Creates an active FAQ with origin conversation; its conversationId says where it came from. modelId is your pick from faqModels; left out it is the first one offered. It counts against the plan's FAQ limit (402), and with no knowledge model in the workspace it answers 409 ("Create one under Knowledge first"). The question is up to 500 characters and the answer up to 20,000. See KNOWLEDGE.md for what happens to an FAQ next.

Events#

conversation.created, conversation.status_changed (a status change by an operator, an action, or a customer reopening a thread) and conversation.feedback_linked are published to your webhook endpoints. See EVENTS.md.

Build your own panel#

Web, one read and the placeholder fill:

import { fillSavedReply } from './savedReplies' // or copy the few lines from shared/savedReplies.ts

const base = 'https://YOUR-SUPPORT-HOST/v1/admin'
const headers = { authorization: `Bearer ${adminKey}` }

const ctx = await fetch(`${base}/conversations/${id}/context`, { headers }).then(r => r.json())
if (ctx.billing) console.log(`${ctx.billing.plan}: ${ctx.billing.mrr} ${ctx.billing.currency.toUpperCase()} a month`)

const { savedReplies } = await fetch(`${base}/conversations/${id}/suggestions?q=refund`, { headers }).then(r => r.json())
const text = fillSavedReply(savedReplies[0].body, { name: ctx.contact.name })

Swift, plain URLSession, no package:

import SwiftUI

struct CustomerPanel: View {
  let base = URL(string: "https://YOUR-SUPPORT-HOST/v1/admin")!
  let adminKey: String
  let conversationId: String
  var accent = Color.accentColor
  var cornerRadius: CGFloat = 8

  struct Context: Decodable {
    struct Billing: Decodable { let plan: String; let mrr: Double; let currency: String; let status: String }
    struct Past: Decodable, Identifiable { let id: String; let subject: String }
    let billing: Billing?
    let pastConversations: [Past]
  }
  @State private var context: Context?

  var body: some View {
    VStack(alignment: .leading, spacing: 8) {
      if let billing = context?.billing {
        Text("\(billing.plan.isEmpty ? "No plan" : billing.plan) · \(billing.mrr.formatted(.currency(code: billing.currency.uppercased()))) a month")
          .padding(10)
          .overlay(RoundedRectangle(cornerRadius: cornerRadius).stroke(accent.opacity(0.4)))
      }
      ForEach(context?.pastConversations ?? []) { Text($0.subject) }
    }
    .task {
      var request = URLRequest(url: base.appending(path: "conversations/\(conversationId)/context"))
      request.setValue("Bearer \(adminKey)", forHTTPHeaderField: "Authorization")
      if let (data, _) = try? await URLSession.shared.data(for: request) { context = try? JSONDecoder().decode(Context.self, from: data) }
    }
  }
}

Keep an admin key on a server you run, not in an app you ship: the key can do everything an operator can.

Not built yet#

• Saved replies cannot be triggered by typing /shortcut in the reply box yet: the shortcut is something you search for in the picker.
• The AI draft answers the customer's latest message only; it does not take instructions ("make it shorter").
• A contact with no user id cannot follow or file feedback.