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All paths below are relative to /m2m/v1. Send Authorization: Bearer <key>. Tenant identity comes from the key.

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Receive, read, reply, track

If your integration owns replies, enable manual mode before processing callbacks. Receiving a webhook does not pause Visito AI; otherwise both systems may reply.
  1. Subscribe to message.created with webhooks:write and conversations:read.
  2. Process only data.direction=inbound when automatically replying. Outbound replies also generate events.
  3. Read GET /conversations/{conversationId}/messages with conversations:read; paginate to the supplied messageId if necessary. Webhooks do not carry message text.
  4. Reply through existing POST /conversations/{conversationId}/reply, with conversations:write and a stable Idempotency-Key derived from the inbound event.
  5. Use the returned requestEventId at GET /message-requests/{requestEventId}/status with messages:read. Subscribe to message.delivery.updated for subsequent changes.
A queued acknowledgement is not proof of delivery. Status values include queued, sent, delivered, read, failed, blocked, partial_sent, and unknown. Individual message lookup uses GET /messages/{messageId}/status. Multi-message requests return individual messages; inspect these if the aggregate is unknown.

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AI and human ownership

Pause AI with {"manualEnabled":true}; resume with {"manualEnabled":false}. Policy also accepts statusAction (archive, unarchive, block, unblock), freezeForMinutes, and unfreeze. A freeze and unfreeze:true cannot be combined. Unresolved handoffs lock policy changes. Other channel and conversation gates still apply after resuming. Assignment accepts {"operatorId":"operator_id"} or {"operatorId":null} to clear. The operator must belong to the same tenant. Resolving a handoff accepts optional resolutionNote and returns the conversation to AI mode; it does not resolve a separate pending reply obligation. Normal replies target an existing conversation. To initiate WhatsApp outreach, use the existing approved-template send endpoint.