> For the complete documentation index, see [llms.txt](https://docs.360dialog.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.360dialog.com/docs/inbox/inbox-api/managing-conversations.md).

# Managing conversations

Assign, tag and resolve chats from your own software.

Assignment, tags and resolved status are shared with the hosted Inbox. What your software sets, your team sees — and the other way round.

## Assign a chat

Assignment decides which Inbox user or group handles a chat. It only matters when more than one user works the same number — for example your team in the hosted Inbox, or a bot and a support team.

{% hint style="info" %}
If a single service user is the only thing working your Inbox, you do not need assignment. Skip to [Tag a chat](#tag-a-chat).
{% endhint %}

First look up the IDs of your [users](/docs/inbox/inbox-api/api-ref/users.md#get-api-v1-users) and [groups](/docs/inbox/inbox-api/api-ref/groups.md#get-api-v1-groups):

```bash
curl -H "Authorization: Token $SERVICE_TOKEN" $INBOX/api/v1/users/
curl -H "Authorization: Token $SERVICE_TOKEN" $INBOX/api/v1/groups/
```

Then assign:

```bash
curl -X PATCH $INBOX/api/v1/chat_assignment/$WA_ID/ \
  -H "Authorization: Token $SERVICE_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"assigned_to_user": 12, "assigned_group": 3}'
```

Set either field to `null` to remove it. To see who a chat is assigned to, [`GET` the same URL](/docs/inbox/inbox-api/api-ref/assignment.md#get-api-v1-chat_assignment-wa_id).

Reference: [Update chat assignment](/docs/inbox/inbox-api/api-ref/assignment.md#patch-api-v1-chat_assignment-wa_id)

## Tag a chat

Tags label chats — *lead*, *complaint*, *VIP* — so they can be filtered and counted. They are typically used to track where a conversation stands, such as the stage of a sale or the status of a support case, or to mark what it is about, so your team and your software can pick out the right chats and report on them.

Create a tag once:

```bash
curl -X POST $INBOX/api/v1/tags/ \
  -H "Authorization: Token $SERVICE_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"name": "lead"}'
```

Reference: [Create tag](/docs/inbox/inbox-api/api-ref/tags.md#post-api-v1-tags)

Then put it on a chat, using the tag's `id`:

```bash
curl -X POST $INBOX/api/v1/chat_tagging/ \
  -H "Authorization: Token $SERVICE_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"chat": "'"$WA_ID"'", "tag": 7}'
```

Reference: [Create chat tagging](/docs/inbox/inbox-api/api-ref/tags.md#post-api-v1-chat_tagging)

To remove it, delete the tagging. Its ID is the `tagging_id` in the chat's `tags`:

```bash
curl -X DELETE $INBOX/api/v1/chat_tagging/42/ -H "Authorization: Token $SERVICE_TOKEN"
```

Reference: [Delete chat tagging](/docs/inbox/inbox-api/api-ref/tags.md#delete-api-v1-chat_tagging-id)

To list chats with a tag, use [`GET /api/v1/chats/?chat_tag_id=7`](/docs/inbox/inbox-api/api-ref/chats.md#get-api-v1-chats).

## Resolve a chat

Mark a conversation as done:

```bash
curl -X PATCH $INBOX/api/v1/chats/$WA_ID/resolve/ \
  -H "Authorization: Token $SERVICE_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{"resolved": true}'
```

If the customer writes again, the chat can reopen on its own. Send `false` to reopen it yourself.

Reference: [Update resolved](/docs/inbox/inbox-api/api-ref/chats.md#patch-api-v1-chats-wa_id-resolve)

{% hint style="info" %}
If you use [Meta Business Agent](https://docs.360dialog.com/docs/mba), [`POST /api/v1/chats/{wa_id}/handover/`](/docs/inbox/inbox-api/api-ref/chats.md#post-api-v1-chats-wa_id-handover) gives the conversation back to it. The Inbox takes the conversation over simply by sending a message.
{% endhint %}


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