Announcing Conversation Log API release: Unified and realtime conversation data access

Announced on	Rollout starts	Rollout ends
May 23, 2025	May 23, 2025	May 23, 2025

We’re excited to introduce the Conversation Log API, designed to address key challenges in reporting and customer escalations by providing a unified, flexible solution for accessing raw ticket and message data.

This announcement covers the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do? 

What’s Changing and Why?

The Conversation Log API is a new offering from Zendesk that provides a unified way to access all conversation events across different channels. Customers can now retrieve real-time details of messaging conversations.

We’ve released the Conversation Log API to address the following key customer concerns:

1. Unified Schema and Real-Time Access to Conversation Data
   • Enterprise customers need seamless integration of conversation data with third-party BI tools.
   • Currently, customers rely on Ticket Audit APIs and SunCo APIs, which involve cost implications and usability challenges, such as inconsistent time formats across events.
   • The Conversation Log API delivers a unified schema and real-time data access, resolving these issues.
2. Custom Reporting
   • Unlike chat, which lacks real-time API access for conversations, the Conversation Log API enables customers to build custom dashboards in their BI tools, ensuring parity and flexibility.
3. Advanced Workflow Automation
   • Customers can trigger workflows based on conversation data properties. For example, they can tag conversations as spam using their models and automatically close them via triggers, streamlining operations.

Key customer capabilities 

The Conversation Log API provides a robust, unified interface for accessing and managing conversation events across all Zendesk channels in real time. Built to address enterprise needs for seamless data integration and automation, its key capabilities include:

• Unified Event Access Across Channels:
  • Retrieve a comprehensive log of conversation events, such as messages sent or received, conversation status changes (e.g., opened, closed), and user interactions (e.g., customer joins or leaves), across all supported channels, including web, mobile, and social messaging platforms like WhatsApp. Events are delivered in a standardized JSON format, ensuring consistency and ease of integration with external systems or third-party BI tools.
• Real-Time Data Retrieval:
  • Access conversation data in real time, enabling immediate insights and actions. This supports use cases like live monitoring, custom dashboards, or triggering automated workflows based on conversation updates. The API supports filtering by conversation ID or time range, allowing precise data retrieval.
• Granular Event Details:
  • Capture detailed event properties, including:
    • Message Content: Text, attachments, or structured messages (e.g., buttons, quick replies).
    • Sender and Recipient Information: Identifiers for agents, customers, or bots, including user IDs and channel-specific details.
    • Timestamps: Consistent UTC timestamps for accurate event tracking.
    • Channel Metadata: Specific details like WhatsApp phone numbers or web widget session IDs.
    • Event Types: Includes MessageSent, MessageReceived, ConversationOpened, ConversationClosed, CustomerJoined, and more, covering the full lifecycle of a conversation.

For more details on the capabilities please refer to Zendesk Developer Center

What do I need to do?

To start using the Conversation Log API, explore our comprehensive documentation at Zendesk Developer Center. As this is a new API, no additional setup or action is required—just dive in and integrate it into your workflows!

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.