Which API can I use for messaging?

Question

I'm not able to use Chat APIs for messaging. What can I use for messaging tickets?

Answer

Chat API endpoints, such as the Real Time Chat API, don't apply to messaging. Messages in active conversations are not available through API. That said, you can get persistent messages from messaging channels in tickets using the Ticket Audits API as ticket audits, rather than messages.

If omnichannel routing is enabled, use the Omnichannel API, which relates to agent details rather than conversations.

If you need to report on live messaging, use the Messaging metrics events to receive real-time data through webhooks. This replaces the Streaming API for customers who migrated from live chat to messaging.

For more information, see this article: Messaging vs. live chat: Which is right for you?