Create threads

Create a thread from the API, for contact forms or proactive outreach.

Creating a thread is useful in scenarios where you want to programmatically start a support interaction.

For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.

The two most common cases are a submitted contact form, and proactive outreach after an event or error in your product.

A thread is created with an initial ‘message’ composed out of UI components. You have full control over the structure and appearance of the message in Plain.

To create a thread you need a customerId. You can get a customer id by creating the customer in Plain first.

If you’re migrating historic threads from another support provider, use importThread instead. It preserves original timestamps and won’t trigger SLAs or autoresponders.

To create a thread, you need an API key with the following permissions:

• thread:create
• thread:read

Mutation

mutation createThread($input: CreateThreadInput!) {
  createThread(input: $input) {
    thread {
      id
      externalId
      customer {
        id
      }
      status
      statusChangedAt {
        iso8601
        unixTimestamp
      }
      title
      previewText
      priority
      threadFields {
        id
        key
        type
        stringValue
        booleanValue
      }
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "title": "Bug Report",
    "customerIdentifier": {
      "customerId": "c_01H14DFQ4PDYBH398J1E99TWSS"
    },
    "components": [
      {
        "componentText": {
          "text": "The login button is not working, it doesn't do anything."
        }
      }
    ],
    "labelTypeIds": ["lt_01HB924PME9C0YWKW1N4AK3BZA"],
    "threadFields": [
      {
        "key": "my_string_field",
        "type": "STRING",
        "stringValue": "any value"
      }
    ]
    // You can also set other thread field types like boolean or enum.
    // "threadFields": [{
    //   "key": "my_enum_field",
    //   "type": "ENUM",
    //   "stringValue": "any specified value",
    // }],
    //
    // "threadFields": [{
    //   "key": "my_bool_field",
    //   "type": "BOOL",
    //   "booleanValue": true,
    // }],
  }
}