REST API

Support API

REST endpoints for the Support area of Lessly.

The Support area publishes 44 REST endpoints. Paths are relative to https://api.lessly.com; see Authentication for the required header.

GET/support/agents

List this product support agents by display name. Deactivated agents are hidden unless asked for: they keep every message they wrote but cannot take new threads. Through the public edge the profiles come back without lesslyUserId — the binding never leaves the authenticated plane

MCP tool: support_agent_list

Parameters

Name	In	Type	Required	Description
includeInactive	query	boolean	—	Also return deactivated agents (default false)

Response

Field	Type	Always	Description
agents	array	•	The product support agents, by display name

POST/support/agents

Create a support agent profile for this product. Binding a Lessly identity is optional and the value is stored verbatim — nothing resolves it or checks that the user exists. An unbound profile is a bot or the client's own backend, and it replies exactly like a human agent does

MCP tool: support_agent_create

Parameters

Name	In	Type	Required	Description
displayName	body	string	•	Name the end user sees next to this agent replies
title	body	string	—	Job title shown under the name, e.g. "Support engineer"
avatarUrl	body	string	—	Absolute URL of the agent avatar image
lesslyUserId	body	string	—	Lessly identity to bind this profile to, stored verbatim as an opaque string. It is never resolved, validated against the platform or enriched. Omit it for a bot or a backend profile. At most one agent per product may claim a given Lessly user

Response

Field	Type	Always	Description
id	string	•	Agent id
title	string	•	Job title shown under the name, or null if unset
isActive	boolean	•	A deactivated agent keeps its history but can no longer be put on a thread
avatarUrl	string	•	Avatar image URL, or null if unset
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
displayName	string	•	Name shown next to the agent replies
lesslyUserId	string	•	Bound Lessly identity, stored verbatim and resolved by nobody. Null for an unbound profile — a bot or the client's own backend, which replies just like anyone else

GET/support/agents/:id

Get one support agent by id, deactivated ones included. An agent belonging to another product is reported as not found. Through the public edge the profile comes back without lesslyUserId — the binding never leaves the authenticated plane

MCP tool: support_agent_get

Parameters

Name	In	Type	Required	Description
id	path	string	•	Agent id

Response

Field	Type	Always	Description
id	string	•	Agent id
title	string	•	Job title shown under the name, or null if unset
isActive	boolean	•	A deactivated agent keeps its history but can no longer be put on a thread
avatarUrl	string	•	Avatar image URL, or null if unset
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
displayName	string	•	Name shown next to the agent replies
lesslyUserId	string	•	Bound Lessly identity, stored verbatim and resolved by nobody. Null for an unbound profile — a bot or the client's own backend, which replies just like anyone else

PATCH/support/agents/:id

Edit an agent profile. Pass null to clear the title, the avatar or the Lessly binding; omit a field to leave it alone. Setting isActive to false deactivates the agent: it keeps every message it wrote and every thread it already sits on, but cannot be assigned to another one

MCP tool: support_agent_update

Parameters

Name	In	Type	Required	Description
id	path	string	•	Agent id
displayName	body	string	—	Name the end user sees next to this agent replies
title	body	string	—	New job title, or null to clear it
avatarUrl	body	string	—	New avatar URL, or null to clear it
lesslyUserId	body	string	—	Lessly identity to bind, or null to unbind. Stored verbatim, resolved by nobody
isActive	body	boolean	—	Deactivate or reactivate. A deactivated agent keeps every message it wrote and every thread it already sits on, but cannot be assigned to another one

Response

Field	Type	Always	Description
id	string	•	Agent id
title	string	•	Job title shown under the name, or null if unset
isActive	boolean	•	A deactivated agent keeps its history but can no longer be put on a thread
avatarUrl	string	•	Avatar image URL, or null if unset
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
displayName	string	•	Name shown next to the agent replies
lesslyUserId	string	•	Bound Lessly identity, stored verbatim and resolved by nobody. Null for an unbound profile — a bot or the client's own backend, which replies just like anyone else

POST/support/attachments

Reserve a file on a support thread and get a short-lived signed URL to upload it to. The bytes never pass through this API: PUT them to the returned uploadUrl with the same Content-Type, then call support_attachment_finalize. Until finalized the attachment is pending — it cannot be attached to a message and is invisible in message output. A thread belonging to another product is reported as not found

MCP tool: support_attachment_create

Parameters

Name	In	Type	Required	Description
threadId	body	string	•	Thread the file belongs to. An attachment is created against a thread first and claimed by one of its messages later, when that message is posted
fileName	body	string	•	Display name of the file, e.g. "invoice.pdf". Only the base name is used for the storage key; any directory part is discarded
contentType	body	string	•	MIME type of the file. The upload URL is signed for exactly this type, so the PUT must send the same Content-Type header or storage rejects it
sizeBytes	body	integer	•	Size of the file in bytes, at most 26214400. Declared up front so an oversized upload is refused before a URL is issued; finalize checks the real size again

Response

Field	Type	Always	Description
id	string	•	Attachment id
status	string	•	pending: the row exists and an upload URL was issued, but no bytes have been confirmed. uploaded: finalize saw the object in storage. Only uploaded attachments can be attached to a message or downloaded
fileName	string	•	Display name of the file
threadId	string	•	Thread this attachment belongs to
createdAt	string	•	ISO-8601 creation timestamp
messageId	string	•	The message that carries this attachment, or null while nothing claims it yet
sizeBytes	integer	•	Size in bytes: what the caller declared while the attachment is pending, what storage reported once it is uploaded
uploadUrl	string	•	Short-lived signed URL. PUT the file bytes here with the same Content-Type, then call support_attachment_finalize. The URL is a bearer credential for this one object
uploadedAt	string	•	ISO-8601 timestamp of the confirmed upload, or null while pending
contentType	string	•	MIME type declared when the attachment was created
uploadExpiresAt	string	•	ISO-8601 moment the upload URL stops working

POST/support/attachments/finalize

Confirm that an upload landed. Storage is asked whether the object exists and how large it is; if it is not there the call is refused and the attachment stays pending. On success the attachment becomes uploaded — it can now be named in support_message_create and carries a download URL. Calling it again on an uploaded attachment is safe and simply returns a fresh download URL

MCP tool: support_attachment_finalize

Parameters

Name	In	Type	Required	Description
attachmentId	body	string	•	The attachment whose upload should be confirmed, as returned by the create call

Response

Field	Type	Always	Description
id	string	•	Attachment id
status	string	•	pending: the row exists and an upload URL was issued, but no bytes have been confirmed. uploaded: finalize saw the object in storage. Only uploaded attachments can be attached to a message or downloaded
fileName	string	•	Display name of the file
threadId	string	•	Thread this attachment belongs to
createdAt	string	•	ISO-8601 creation timestamp
messageId	string	•	The message that carries this attachment, or null while nothing claims it yet
sizeBytes	integer	•	Size in bytes: what the caller declared while the attachment is pending, what storage reported once it is uploaded
uploadedAt	string	•	ISO-8601 timestamp of the confirmed upload, or null while pending
contentType	string	•	MIME type declared when the attachment was created
downloadUrl	string	•	Short-lived signed URL to read the uploaded file

GET/support/labels

List this product label dictionary by name. A product that has invented no tags yet gets an empty list — unlike statuses, there is nothing to seed

MCP tool: support_label_list

Parameters

No parameters.

Response

Field	Type	Always	Description
labels	array	•	The product label dictionary, by name

POST/support/labels

Add a label to this product label dictionary. A label is a free-form tag: nothing automates off it and a thread may carry any number of them. Names are unique per product

MCP tool: support_label_create

Parameters

Name	In	Type	Required	Description
name	body	string	•	Label name as the customer wants to see it. Unique within the product
color	body	string	—	Optional display colour as a six-digit hex string, e.g. #2563eb

Response

Field	Type	Always	Description
id	string	•	Label id
name	string	•	Label name, unique within the product
color	string	•	Display colour as a hex string, or null if uncoloured
createdAt	string	•	ISO-8601 creation timestamp

GET/support/messages

List messages oldest first — the conversation reads forward. Name a threadId to read one thread, or omit it to read every thread of this product, which is how a client catches up on what it missed: pass since with the timestamp of the last message it has, then follow nextCursor until it comes back null. Paging is stable across messages that share a timestamp, so a walk neither skips nor repeats one. Filter by direction and by visibility; omit visibility to get public messages and internal notes together. A thread belonging to another product is reported as not found

MCP tool: support_message_list

Parameters

Name	In	Type	Required	Description
threadId	query	string	—	Thread whose messages to list. Omit to list the messages of every thread of this product — the catch-up read
direction	query	string	—	Only messages in this direction
visibility	query	string	—	Only messages with this visibility. Omit to get both public and internal
since	query	string	—	ISO-8601 timestamp. Only messages created strictly after it — pass the createdAt of the last message you already have
cursor	query	string	—	Opaque position from a previous nextCursor. Resumes exactly where that page ended, with no gap and no repeat even when messages share a timestamp. Never construct one, and do not combine it with offset
limit	query	integer	—	Page size, 1..100 (default 50)
offset	query	integer	—	Number of messages to skip. The older pagination, kept for callers that already use it; prefer cursor, which cannot drift as messages arrive

Response

Field	Type	Always	Description
limit	integer	•	Page size that was applied
offset	integer	•	Offset that was applied
messages	array	•	The requested page of messages, oldest first — the conversation reads forward
nextCursor	string	•	Position to resume from: pass it back as cursor for the next page. Null when this page is the last one

POST/support/messages

Post a message into a support thread. A message has exactly one author: either an opaque external identifier from the client's own user base, or a support agent — never both and never neither. Direction, authorship and visibility are independent: an internal note may be inbound or outbound. Posting a message moves the parent thread's last reply timestamp. A message may carry files: create and finalize them first, then name them in attachmentIds. Through the public edge an agent author is accepted only if that agent carries no Lessly binding — a bot or the calling backend; an agent bound to a Lessly identity may author only from a signed-in session

MCP tool: support_message_create

Parameters

Name	In	Type	Required	Description
threadId	body	string	•	Id of the thread this message belongs to
body	body	string	•	The message text, stored verbatim
direction	body	string	•	inbound: written by the external end user. outbound: written by support, going out to them
authorExternalId	body	string	—	Opaque identifier of the external end user in the client's own user base, stored verbatim. Set this exactly when the message comes from outside; leave authorAgentId empty
authorAgentId	body	string	—	The support agent of this product who wrote the message. Set this exactly when the message comes from inside the support contour; leave authorExternalId empty. An agent of another product is reported as not found
visibility	body	string	—	Defaults to public when omitted. Internal notes are never shown to the end user
attachmentIds	body	array	—	Files this message carries, created with support_attachment_create and confirmed with support_attachment_finalize beforehand. Each must be an uploaded attachment of the same thread that no other message already carries; otherwise the whole message is refused. At most 10 per message

Response

Field	Type	Always	Description
id	string	•	Message id
body	string	•	The message text, byte-identical to what was stored
threadId	string	•	Thread this message belongs to
createdAt	string	•	ISO-8601 creation timestamp
direction	string	•	inbound: written by the external end user. outbound: written by support, going out to them
visibility	string	•	public: part of the conversation the external end user sees. internal: a note between agents that never leaves the support contour
attachments	array	•	Files this message carries, each with a freshly signed download URL. Empty when there are none. Attachments whose upload was never confirmed are never listed here
authorAgentId	string	•	The agent author, or null when the external end user wrote the message
authorExternalId	string	•	The external author, or null when an agent wrote the message

GET/support/responses

List the responses of ONE survey, newest first — surveyId is required, because a page mixing two surveys would carry answers keyed by two different question sets. Filters: score range (scoreMin/scoreMax, inclusive — a response with no score matches neither bound), a creation window (from/to), completed, plus pagination

MCP tool: support_response_list

Parameters

Name	In	Type	Required	Description
surveyId	query	string	•	Required: responses are always read one survey at a time
scoreMin	query	integer	—	Only responses scored at or above this value (inclusive). A response with no score matches neither bound — not even at the bottom of the scale
scoreMax	query	integer	—	Only responses scored at or below this value (inclusive). A response with no score matches neither bound — not even at the bottom of the scale
from	query	string	—	Only responses created at or after this ISO-8601 timestamp
to	query	string	—	Only responses created at or before this ISO-8601 timestamp
completed	query	boolean	—	true: only responses that reached the end. false: only partial ones
limit	query	integer	—	Page size, 1..100 (default 25)
offset	query	integer	—	Number of responses to skip

Response

Field	Type	Always	Description
limit	integer	•	Page size that was applied
offset	integer	•	Offset that was applied
responses	array	•	The requested page of responses, newest first

GET/support/responses/:id

Get one survey response by id, with its answers exactly as they were submitted. A response belonging to another product is reported as not found

MCP tool: support_response_get

Parameters

Name	In	Type	Required	Description
id	path	string	•	Response id

Response

Field	Type	Always	Description
id	string	•	Response id
score	integer	•	The answer of the first nps or rating question, raw and never rescaled, or null when neither was answered. Null is not zero — 0 is a real score at the bottom of an NPS scale
answers	object	•	Answers keyed by question id, exactly as stored
metadata	object	•	Free-form client-owned JSON
surveyId	string	•	The survey that was answered
completed	boolean	•	Whether the respondent reached the end
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
authorExternalId	string	•	The respondent, byte-identical to what was stored
escalatedThreadId	string	•	The feedback thread this response was escalated into, or null while it has not been

POST/support/responses/:id/escalate

Turn a survey response into a feedback thread so a person can follow up. The thread opens on the product’s default open status, titled with the survey’s name, authored by the same external respondent, carrying the response metadata plus surveyResponseId, and rated with the response score when it fits 0..10. No message is written — the answers stay on the response, and neither the end user nor an agent typed anything. A response that was already escalated is refused with a conflict naming the thread it went to

MCP tool: support_response_escalate

Parameters

Name	In	Type	Required	Description
id	path	string	•	Response id

Response

Field	Type	Always	Description
thread	object	•	The feedback thread that was opened
response	object	•	The response, with escalatedThreadId now set

GET/support/rules

List this product’s delivery rules, newest first, optionally narrowed to one survey, to the live or switched-off ones, or to the rules that apply to a given page URL and device. This is the same answer a client’s runtime fetches through the public edge, where a URL is required and only live rules on published surveys are visible

MCP tool: support_rule_list

Parameters

Name	In	Type	Required	Description
surveyId	query	string	—	Only rules delivering this survey
enabled	query	boolean	—	true: only live rules. false: only switched-off ones
url	query	string	—	Only rules whose URL match applies to this page URL
device	query	string	—	The device the page is rendered on. Without it only rules targeting any device match
limit	query	integer	—	Page size, 1..100 (default 25)
offset	query	integer	—	Number of rules to skip

Response

Field	Type	Always	Description
limit	integer	•	Page size that was applied
rules	array	•	The requested page of rules, newest first
offset	integer	•	Offset that was applied

POST/support/rules

Write a delivery rule: where a survey should be shown (a URL match), on which devices, when (immediately, after a delay, or on the client’s own event) and how often. Nothing here runs on this side — the rule is configuration a client’s own runtime reads back through the public edge and acts on. A rule reaches that edge only while its survey is published, so a rule may be written against a draft and simply waits

MCP tool: support_rule_create

Parameters

Name	In	Type	Required	Description
surveyId	body	string	•	The survey this rule delivers. It must belong to this product
urlMatch	body	object	•	Which pages this rule applies to
trigger	body	object	•	When to show the survey once the page matches
frequency	body	object	•	How often the same person may see this survey
device	body	string	—	Which devices this rule applies to (default any)
enabled	body	boolean	—	Whether the rule is live. A rule is created enabled unless this says otherwise
attributeConditions	body	array	—	Conditions on the visitor’s attributes. Omit for a rule that applies to everyone

Response

Field	Type	Always	Description
id	string	•	Rule id
device	string	•	Which devices the rule applies to. any is the rule that does not care and is the default
enabled	boolean	•	Whether the rule is live
trigger	object	•	—
surveyId	string	•	The survey this rule delivers
urlMatch	object	•	Which pages match
createdAt	string	•	ISO-8601 creation timestamp
frequency	object	•	—
updatedAt	string	•	ISO-8601 last-modification timestamp
attributeConditions	array	•	Conditions on the visitor’s attributes, ALL of which must hold

DELETE/support/rules/:id

Delete a delivery rule for good. Unlike a survey, a rule is not archived — it has no responses behind it and nothing outlives it, so the row is removed and cannot be recovered. The survey it targeted is untouched. To stop delivery reversibly, set enabled to false instead

MCP tool: support_rule_delete

Parameters

Name	In	Type	Required	Description
id	path	string	•	Rule id

Response

Field	Type	Always	Description
id	string	•	Id of the rule that was deleted
deleted	boolean	•	Always true — the rule is gone

GET/support/rules/:id

Get one delivery rule by id, with its whole configuration. A rule belonging to another product is reported as not found

MCP tool: support_rule_get

Parameters

Name	In	Type	Required	Description
id	path	string	•	Rule id

Response

Field	Type	Always	Description
id	string	•	Rule id
device	string	•	Which devices the rule applies to. any is the rule that does not care and is the default
enabled	boolean	•	Whether the rule is live
trigger	object	•	—
surveyId	string	•	The survey this rule delivers
urlMatch	object	•	Which pages match
createdAt	string	•	ISO-8601 creation timestamp
frequency	object	•	—
updatedAt	string	•	ISO-8601 last-modification timestamp
attributeConditions	array	•	Conditions on the visitor’s attributes, ALL of which must hold

PATCH/support/rules/:id

Edit a delivery rule: its URL match, device, trigger, frequency, conditions, or whether it is live at all. Every value replaces the old one whole rather than merging into it. The survey is not editable — a rule is the targeting OF one survey, and retargeting it silently would change what every matching page shows; delete it and write the one you meant. Switching a rule off is the quiet way to stop delivering without touching the survey

MCP tool: support_rule_update

Parameters

Name	In	Type	Required	Description
id	path	string	•	Rule id
urlMatch	body	object	—	The new URL match, replacing the old one
trigger	body	object	—	The new trigger, replacing the old one
frequency	body	object	—	The new frequency, replacing the old one
device	body	string	—	The new device targeting
enabled	body	boolean	—	Turn the rule on or off
attributeConditions	body	array	—	The complete new condition set, replacing the old one. Pass [] to clear it

Response

Field	Type	Always	Description
id	string	•	Rule id
device	string	•	Which devices the rule applies to. any is the rule that does not care and is the default
enabled	boolean	•	Whether the rule is live
trigger	object	•	—
surveyId	string	•	The survey this rule delivers
urlMatch	object	•	Which pages match
createdAt	string	•	ISO-8601 creation timestamp
frequency	object	•	—
updatedAt	string	•	ISO-8601 last-modification timestamp
attributeConditions	array	•	Conditions on the visitor’s attributes, ALL of which must hold

GET/support/statuses

List this product status dictionary in display order. A product that never opened settings gets the four defaults seeded on the first call. Archived statuses are hidden unless asked for

MCP tool: support_status_list

Parameters

Name	In	Type	Required	Description
includeArchived	query	boolean	—	Also return archived statuses (default false)

Response

Field	Type	Always	Description
statuses	array	•	The product status dictionary, in display order

POST/support/statuses

Add a status to this product status dictionary. The name is what people see; the category is what automation and reporting read, and it cannot change once threads sit on the status

MCP tool: support_status_create

Parameters

Name	In	Type	Required	Description
name	body	string	•	Status name as the customer wants to see it. Unique within the product
color	body	string	•	Display colour as a six-digit hex string, e.g. #2563eb
order	body	integer	•	Sort order within the status dictionary, lowest first
category	body	string	•	Lifecycle bucket the status belongs to. Automation and reporting read the category, never the name — so it cannot be changed once threads sit on the status

Response

Field	Type	Always	Description
id	string	•	Status id
name	string	•	Status name, unique within the product
color	string	•	Display colour as a hex string
order	integer	•	Sort order within the status dictionary
archived	boolean	•	Archived statuses stay readable but are not offered as targets
category	string	•	Lifecycle bucket the status belongs to

PATCH/support/statuses/:id

Rename, recolour or reorder a status. The category may only change while no thread references the status: changing it later would rewrite the history of every metric derived from it. A status belonging to another product is reported as not found

MCP tool: support_status_update

Parameters

Name	In	Type	Required	Description
id	path	string	•	Status id
name	body	string	—	Status name as the customer wants to see it. Unique within the product
color	body	string	—	Display colour as a six-digit hex string, e.g. #2563eb
order	body	integer	—	Sort order within the status dictionary, lowest first
category	body	string	—	New lifecycle bucket. Refused while any thread references the status

Response

Field	Type	Always	Description
id	string	•	Status id
name	string	•	Status name, unique within the product
color	string	•	Display colour as a hex string
order	integer	•	Sort order within the status dictionary
archived	boolean	•	Archived statuses stay readable but are not offered as targets
category	string	•	Lifecycle bucket the status belongs to

POST/support/statuses/:id/archive

Retire a status. There is no way to delete one: every thread on it moves to the target status in the same transaction, so no thread is ever left on an archived status. The target must be a different, live status of this product

MCP tool: support_status_archive

Parameters

Name	In	Type	Required	Description
id	path	string	•	Status id
targetStatusId	body	string	•	Live status every thread on the archived status moves to, in the same transaction

Response

Field	Type	Always	Description
id	string	•	Status id
name	string	•	Status name, unique within the product
color	string	•	Display colour as a hex string
order	integer	•	Sort order within the status dictionary
archived	boolean	•	Archived statuses stay readable but are not offered as targets
category	string	•	Lifecycle bucket the status belongs to

GET/support/surveys

List this product’s surveys, newest first, optionally narrowed to one lifecycle state (draft, published or archived), with pagination

MCP tool: support_survey_list

Parameters

Name	In	Type	Required	Description
status	query	string	—	Only surveys in this lifecycle state
limit	query	integer	—	Page size, 1..100 (default 25)
offset	query	integer	—	Number of surveys to skip

Response

Field	Type	Always	Description
limit	integer	•	Page size that was applied
offset	integer	•	Offset that was applied
surveys	array	•	The requested page of surveys, newest first

POST/support/surveys

Open a new survey. It starts as a draft — editable and not yet answerable — whatever questions travel with it. There is no way to create one already published: publishing runs the structure validator, and a create that skipped it would be a second way in

MCP tool: support_survey_create

Parameters

Name	In	Type	Required	Description
name	body	string	•	What this survey is called. It becomes the title of an escalated feedback thread
questions	body	array	—	The initial question set. Omit it to open an empty draft and fill it in later

Response

Field	Type	Always	Description
id	string	•	Survey id
name	string	•	What this survey is called
status	string	•	draft: editable, not answerable. published: answerable, frozen. archived: terminal, neither editable nor answerable, and there is no way back
createdAt	string	•	ISO-8601 creation timestamp
questions	array	•	The ordered question set, exactly as stored
updatedAt	string	•	ISO-8601 last-modification timestamp

GET/support/surveys/:id

Get one survey by id, with its whole question set. A survey belonging to another product is reported as not found. Through the public edge only a PUBLISHED survey is readable — a draft or an archived one is reported as not found there

MCP tool: support_survey_get

Parameters

Name	In	Type	Required	Description
id	path	string	•	Survey id

Response

Field	Type	Always	Description
id	string	•	Survey id
name	string	•	What this survey is called
status	string	•	draft: editable, not answerable. published: answerable, frozen. archived: terminal, neither editable nor answerable, and there is no way back
createdAt	string	•	ISO-8601 creation timestamp
questions	array	•	The ordered question set, exactly as stored
updatedAt	string	•	ISO-8601 last-modification timestamp

PATCH/support/surveys/:id

Edit a survey’s name or question set. Only a draft is editable — publishing freezes the structure, because answers are keyed by question id and rewriting the questions under them would change what every collected response was answering. To edit a live survey, unpublish it first. questions replaces the whole set; pass an empty array to clear it

MCP tool: support_survey_update

Parameters

Name	In	Type	Required	Description
id	path	string	•	Survey id
name	body	string	—	New name
questions	body	array	—	The complete new question set, replacing the old one. Pass [] to empty the draft

Response

Field	Type	Always	Description
id	string	•	Survey id
name	string	•	What this survey is called
status	string	•	draft: editable, not answerable. published: answerable, frozen. archived: terminal, neither editable nor answerable, and there is no way back
createdAt	string	•	ISO-8601 creation timestamp
questions	array	•	The ordered question set, exactly as stored
updatedAt	string	•	ISO-8601 last-modification timestamp

POST/support/surveys/:id/archive

Switch a survey off for good, from either draft or published. Archiving is terminal — there is no way back in v2 — and it deletes nothing: every response already collected stays readable

MCP tool: support_survey_archive

Parameters

Name	In	Type	Required	Description
id	path	string	•	Survey id

Response

Field	Type	Always	Description
id	string	•	Survey id
name	string	•	What this survey is called
status	string	•	draft: editable, not answerable. published: answerable, frozen. archived: terminal, neither editable nor answerable, and there is no way back
createdAt	string	•	ISO-8601 creation timestamp
questions	array	•	The ordered question set, exactly as stored
updatedAt	string	•	ISO-8601 last-modification timestamp

POST/support/surveys/:id/publish

Publish a draft survey, which is what makes it answerable and what freezes its structure. Publishing validates the whole question set: it must be non-empty, question ids must be unique, radio and checkbox questions must offer options, a statement may not be required, and every skip must target a later question or the literal "end". A survey that is already published or archived is refused

MCP tool: support_survey_publish

Parameters

Name	In	Type	Required	Description
id	path	string	•	Survey id

Response

Field	Type	Always	Description
id	string	•	Survey id
name	string	•	What this survey is called
status	string	•	draft: editable, not answerable. published: answerable, frozen. archived: terminal, neither editable nor answerable, and there is no way back
createdAt	string	•	ISO-8601 creation timestamp
questions	array	•	The ordered question set, exactly as stored
updatedAt	string	•	ISO-8601 last-modification timestamp

GET/support/surveys/:id/stats

Aggregate one survey’s responses over a time window: how many came in and how many reached the end, then per question — option counts for radio and checkbox, mean and distribution for rating and nps, an answered count for the rest. For the FIRST nps question it also returns promoters (9-10), passives (7-8), detractors (0-6) and the NPS score: percentage of promoters minus percentage of detractors over everyone who answered, rounded once. The window defaults to the last 30 days — omitting from does not mean "since the beginning"

MCP tool: support_survey_stats

Parameters

Name	In	Type	Required	Description
id	path	string	•	Survey id
from	query	string	—	Start of the window, ISO-8601, inclusive. Defaults to 30 days ago — omitting it means "recently", never "since the beginning"
to	query	string	—	End of the window, ISO-8601, inclusive. Defaults to now

Response

Field	Type	Always	Description
to	string	•	ISO-8601 end of the window that was actually applied
nps	object	•	The NPS block, or null when the survey asks no nps question
from	string	•	ISO-8601 start of the window that was actually applied
surveyId	string	•	The survey these numbers describe
questions	array	•	Every question of the survey, answered or not
responses	object	•	The response counts over the window

POST/support/surveys/:id/unpublish

Return a published survey to draft so it can be edited. It stops accepting responses immediately; the responses already collected are untouched. A survey that is not published is refused

MCP tool: support_survey_unpublish

Parameters

Name	In	Type	Required	Description
id	path	string	•	Survey id

Response

Field	Type	Always	Description
id	string	•	Survey id
name	string	•	What this survey is called
status	string	•	draft: editable, not answerable. published: answerable, frozen. archived: terminal, neither editable nor answerable, and there is no way back
createdAt	string	•	ISO-8601 creation timestamp
questions	array	•	The ordered question set, exactly as stored
updatedAt	string	•	ISO-8601 last-modification timestamp

GET/support/threads

List support threads for this product, newest first — by creation time by default, or by last modification with sort='updated'. Every filter lives here: type, status, status category, assignee, external author, creation window, rating range (ratingMin/ratingMax, inclusive — a thread nobody rated matches neither bound), plus pagination

MCP tool: support_thread_list

Parameters

Name	In	Type	Required	Description
type	query	string	—	Only threads of this type
statusId	query	string	—	Only threads sitting on this exact status
category	query	string	—	Only threads whose status belongs to this category. Resolved through a join on the status dictionary — the category is never stored on the thread
assignedAgentId	query	string	—	Only threads assigned to this agent
authorExternalId	query	string	—	Only threads opened by this external author, matched verbatim
createdFrom	query	string	—	Only threads created at or after this ISO-8601 timestamp
createdTo	query	string	—	Only threads created at or before this ISO-8601 timestamp
ratingMin	query	integer	—	Only threads rated at or above this score (0..10, inclusive). An unrated thread never matches a rating filter — not even at the bottom of the scale
ratingMax	query	integer	—	Only threads rated at or below this score (0..10, inclusive). An unrated thread never matches a rating filter — not even at the bottom of the scale
labelIds	query	string	—	Only threads carrying ALL of these labels. Every other filter here narrows the result and so does this one: each additional label id makes the answer smaller, never bigger
sort	query	string	—	Ordering of the page, newest first either way (default 'created')
limit	query	integer	—	Page size, 1..100 (default 25)
offset	query	integer	—	Number of threads to skip

Response

Field	Type	Always	Description
limit	integer	•	Page size that was applied
offset	integer	•	Offset that was applied
threads	array	•	The requested page of threads, newest first by the requested sort

POST/support/threads

Open a support thread on behalf of an external end user. The author is an opaque identifier from the client's own user base and is stored verbatim. The thread opens on the product's default open status; there is no status argument. An optional rating — an integer 0..10, both ends inclusive — may travel with it and is stored verbatim too; omit it for an unrated thread, because 0 is a real score at the bottom of the scale

MCP tool: support_thread_create

Parameters

Name	In	Type	Required	Description
type	body	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	body	string	•	Short human-readable subject of the thread
authorExternalId	body	string	•	Opaque identifier of the external end user in the client's own user base. Stored verbatim: never resolved, normalised or enriched, and it is not a Lessly identity
authorDisplay	body	string	—	Optional display name for the external author, as the client already knows it
metadata	body	object	—	Free-form client-owned JSON attached to the thread
labelIds	body	array	—	Labels to put on the new thread
rating	body	integer	—	Optional score the client attached when the thread was opened: an integer 0..10, both ends inclusive, stored verbatim and never recomputed. Omit it for an unrated thread — 0 is a real score at the bottom of the scale, not a way of saying "no rating"

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

GET/support/threads/:id

Get one support thread by id, with its status joined in. A thread belonging to another product is reported as not found

MCP tool: support_thread_get

Parameters

Name	In	Type	Required	Description
id	path	string	•	Thread id

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

PATCH/support/threads/:id

Edit a thread: its title, its priority, its labels and its client-owned metadata. Moving a thread between statuses and putting an agent on it have their own tools and are not possible here. labelIds replaces the entire label set — pass an empty array to clear it, and a label belonging to another product is reported as not found

MCP tool: support_thread_update

Parameters

Name	In	Type	Required	Description
id	path	string	•	Thread id
title	body	string	—	New subject of the thread
priority	body	string	—	New priority
labelIds	body	array	—	The complete new label set. Pass an empty array to remove every label
metadata	body	object	—	Replaces the whole client-owned metadata object

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

POST/support/threads/:id/assignment

Put a support agent on a thread, or pass null to return it to the unassigned queue — clearing an assignment is an ordinary operation, not an error. An agent belonging to another product is reported as not found

MCP tool: support_thread_assign

Parameters

Name	In	Type	Required	Description
id	path	string	•	Thread id
agentId	body	string	•	Support agent of this product to put on the thread, or null to return it to the unassigned queue. An agent of another product is reported as not found

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

POST/support/threads/:id/status

Move a thread to a status. Any status may follow any other — there are no transition rules. The category is never a parameter: it comes from the status the thread lands on. A status belonging to another product is reported as not found, and an archived status is refused

MCP tool: support_thread_status_set

Parameters

Name	In	Type	Required	Description
id	path	string	•	Thread id
statusId	body	string	•	Destination status of this product. Any status may follow any other — v1 has no transition rules. An archived status is refused

Response

Field	Type	Always	Description
id	string	•	Thread id
type	string	•	ticket: the end user wants something fixed. feedback: unsolicited input
title	string	•	Thread subject
labels	array	•	Every label on the thread, by name
rating	integer	•	The score the client supplied at creation, or null while the thread is unrated
status	object	•	The status itself, joined in at read time
metadata	object	•	Free-form client-owned JSON
priority	string	•	Thread priority
statusId	string	•	Id of the status the thread sits on
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-modification timestamp
lastReplyAt	string	•	ISO-8601 timestamp of the last reply, or null while there are none
authorDisplay	string	•	Display name for the external author, if given
assignedAgentId	string	•	Assigned agent, or null while unassigned
authorExternalId	string	•	The external author, byte-identical to what was stored

GET/support/webhook-deliveries

List webhook delivery attempts for this product, newest first. Filter by endpoint, by state (pending, delivered, failed), by event type or by the time the delivery was opened. Each row carries the exact JSON body that was sent, the last HTTP status and, while attempts remain, when the next one is due

MCP tool: support_webhook_deliveries_list

Parameters

Name	In	Type	Required	Description
webhookId	query	string	—	Only deliveries for this endpoint
state	query	string	—	Only deliveries in this state: pending, delivered or failed
eventType	query	string	—	Only deliveries of this event type
createdFrom	query	string	—	Only deliveries opened at or after this ISO-8601 time
createdTo	query	string	—	Only deliveries opened at or before this ISO-8601 time
limit	query	integer	—	Page size, 1..200 (default 50)
offset	query	integer	—	Number of deliveries to skip

Response

Field	Type	Always	Description
limit	integer	•	Page size that was applied
offset	integer	•	Offset that was applied
deliveries	array	•	The requested page, newest first

POST/support/webhook-deliveries/redeliver

Send a past delivery to its endpoint again, with the original payload and the original idempotencyKey — a receiver that already processed it can recognise and ignore the repeat. The original delivery row is kept as history and a new one is opened for this attempt. If the endpoint has since been disabled or unsubscribed from the event, nothing is delivered

MCP tool: support_webhook_redeliver

Parameters

Name	In	Type	Required	Description
id	body	string	•	Id of the delivery to send again

Response

Field	Type	Always	Description
delivery	object	•	The new delivery, opened in pending state. It carries the original idempotencyKey, so a receiver that already processed the first one can ignore it

GET/support/webhooks

List the endpoints this product has registered, oldest first. Signing secrets are never included — only the short prefix that tells two endpoints apart

MCP tool: support_webhook_list

Parameters

No parameters.

Response

Field	Type	Always	Description
webhooks	array	•	The endpoints this product has registered, oldest first

POST/support/webhooks

Register an HTTPS endpoint to receive Support events for this product, and mint its signing secret. The secret is returned here in clear and NOWHERE ELSE — exactly once, so store it now: it cannot be read back and can only be replaced by rotating it. Plain http:// endpoints are rejected

MCP tool: support_webhook_create

Parameters

Name	In	Type	Required	Description
url	body	string	•	HTTPS endpoint the event is POSTed to. Plain http:// is rejected
eventTypes	body	array	•	Event types this endpoint subscribes to. One or more of support.message.created, support.thread.status-changed, support.thread.assigned, support.survey.published, support.response.created
description	body	string	—	Free-form note about what this endpoint is for, up to 1000 characters

Response

Field	Type	Always	Description
id	string	•	Webhook id
url	string	•	HTTPS endpoint events are POSTed to
secret	string	•	The signing secret in clear. Shown exactly once, here — store it now; it cannot be read back and can only be replaced by rotating it
status	string	•	active or disabled
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-update timestamp
eventTypes	array	•	Event types this endpoint subscribes to
description	string	•	Free-form note, or null
secretPrefix	string	•	First characters of the signing secret, to tell endpoints apart. Never the whole secret

DELETE/support/webhooks/:id

Remove a registered endpoint and the delivery history that points at it. To stop delivery without losing the registration, set its status to disabled instead

MCP tool: support_webhook_delete

Parameters

Name	In	Type	Required	Description
id	path	string	•	Webhook id

Response

Field	Type	Always	Description
id	string	•	Id of the endpoint that was removed
deleted	boolean	•	Always true — the endpoint is gone

GET/support/webhooks/:id

Get one registered endpoint by id. The signing secret is not part of the answer. An endpoint belonging to another product is reported as not found

MCP tool: support_webhook_get

Parameters

Name	In	Type	Required	Description
id	path	string	•	Webhook id

Response

Field	Type	Always	Description
id	string	•	Webhook id
url	string	•	HTTPS endpoint events are POSTed to
status	string	•	active or disabled
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-update timestamp
eventTypes	array	•	Event types this endpoint subscribes to
description	string	•	Free-form note, or null
secretPrefix	string	•	First characters of the signing secret, to tell endpoints apart. Never the whole secret

PATCH/support/webhooks/:id

Edit a registered endpoint: its url, the event types it subscribes to, its description or its status. Setting status to disabled keeps the registration and stops delivery. Omit a field to leave it alone; pass null to clear the description. The signing secret is not editable here — rotate it instead

MCP tool: support_webhook_update

Parameters

Name	In	Type	Required	Description
url	body	string	—	HTTPS endpoint the event is POSTed to. Plain http:// is rejected
eventTypes	body	array	—	Event types this endpoint subscribes to. One or more of support.message.created, support.thread.status-changed, support.thread.assigned, support.survey.published, support.response.created
description	body	string	—	Free-form note about what this endpoint is for, up to 1000 characters
status	body	string	—	active delivers events; disabled keeps the registration and stops delivery
id	path	string	•	Webhook id

Response

Field	Type	Always	Description
id	string	•	Webhook id
url	string	•	HTTPS endpoint events are POSTed to
status	string	•	active or disabled
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-update timestamp
eventTypes	array	•	Event types this endpoint subscribes to
description	string	•	Free-form note, or null
secretPrefix	string	•	First characters of the signing secret, to tell endpoints apart. Never the whole secret

POST/support/webhooks/:id/rotate-secret

Replace the signing secret of an endpoint and return the new one in clear, exactly once. The old secret stops verifying immediately — there is no grace window, so update the receiver before rotating

MCP tool: support_webhook_rotate_secret

Parameters

Name	In	Type	Required	Description
id	path	string	•	Webhook id

Response

Field	Type	Always	Description
id	string	•	Webhook id
url	string	•	HTTPS endpoint events are POSTed to
secret	string	•	The signing secret in clear. Shown exactly once, here — store it now; it cannot be read back and can only be replaced by rotating it
status	string	•	active or disabled
createdAt	string	•	ISO-8601 creation timestamp
updatedAt	string	•	ISO-8601 last-update timestamp
eventTypes	array	•	Event types this endpoint subscribes to
description	string	•	Free-form note, or null
secretPrefix	string	•	First characters of the signing secret, to tell endpoints apart. Never the whole secret

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