Messages

Find messages by query

Get messages by query with support for filtering and pagination.

Filtering:

Filter by ticket: ticket=507f1f77bcf86cd799439011. Any identifier GET /tickets/{ticketId} accepts works here too — the human-facing ticket number shown in the dashboard (ticket=143790), the 24-char ObjectId, or the shareToken.
Filter by type: type=TEXT or type=TEXT,NOTE (comma-separated values match any; bracket syntax such as type[$in]=... is NOT supported)
Filter by bot messages: bot=true or bot=false
Filter by date range: createdAt>=2024-01-01&createdAt<=2024-12-31

Ordering: Messages within a response are always oldest-first (ascending createdAt); the sort order is not configurable.

Pagination:

Cursor mode (recommended): pass paginated=true to receive { items, hasMore, nextBefore }. Pages walk backwards in time: the first page holds the newest limit messages, and before=<messageId> (the previous nextBefore, which is the oldest message of that page) fetches the next older page. Keep going until hasMore is false, then sort by createdAt on your side. skip is ignored in this mode; limit defaults to 30 and is clamped to 1-100. If the cursor message was deleted between two calls, the request fails with 409; restart from the newest page.
Legacy mode (no paginated): returns a flat array; limit defaults to 1000 and values above 100 are clamped to 100; skip is applied.

Exporting a full conversation: Filter by ticket rather than by bot. bot=true selects messages exchanged with the AI bot, so on a conversation that was handed over to a human it omits the agent's replies — ticket={ticketId} returns every top-level message. Thread replies are not part of the main feed: a message with replies carries a thread object (replyCount, lastReplyAt), so call GET /messages/{messageId}/thread only for those. Ticket history is not part of it either (see below). Which conversations still exist is governed by retention — AI-only (type=BOT) conversations are deleted about 33 days after they are created, see GET /tickets.

Edits and deletes: a message's updatedAt changes when it is edited, and also on other updates such as reactions or read status; there is no separate "edited" flag. Deleted messages are removed permanently (with their thread replies) and send no webhook or event; compare message IDs on re-fetch to detect them. Neither changes the ticket's updatedAt.

Attachments: file URLs in the response are signed and expire after about one day; no authentication is needed while they are valid. Download files you want to keep, and re-fetch the message for a fresh URL.

Ticket history: Since August 2026 this endpoint returns conversation messages only. Audit entries — FEEDBACK_UPDATED (status, assignee, team, priority, type, tag, title changes, …) and workflow/system entries — are no longer part of the response; filtering by those types returns an empty result. Fetch them from GET /tickets/{ticketId}/history, which returns them in the same message-compatible shape.

Translation:

language=es returns messages translated into the given language. Requires the project setting 'translate customer messages'; only conversation messages (TEXT, USER_TEXT, NOTE, BOT, BOT_REPLY, SHARED_COMMENT) are translated, and messages already in the target language are returned unchanged.

GET

https://api.gleap.io/v3/messages

Authorizations

Authorizationstring · headerrequired

Bearer authentication header of the form Bearer <token>.

Query parameters

paginatedboolean

Set to true for cursor mode: returns { items, hasMore, nextBefore }

beforestring

Cursor for the next older page (the previous response's nextBefore); only with paginated=true

limitnumber<double>

Maximum number of messages to return. Cursor mode: default 30, clamped to 1-100. Legacy mode: default 1000, values above 100 are clamped to 100.

Example: 50

showHistorybooleandeprecated

Deprecated, accepted and ignored. Ticket-history entries are served by GET /tickets/{ticketId}/history.

Headers

projectstringrequired

Response

application/json

Updated November 1, 2026

curl --request GET \
  --url https://api.gleap.io/v3/messages \
  --header 'Authorization: Bearer <token>' \
  --header 'project: <project>'

[
  {
    "id": "507f1f77bcf86cd799439015",
    "ticket": "507f1f77bcf86cd799439011",
    "type": "TEXT",
    "data": {
      "content": {
        "type": "doc",
        "content": [
          {
            "type": "paragraph",
            "content": [
              {
                "type": "text",
                "text": "This is a sample message content."
              }
            ]
          }
        ]
      }
    },
    "comment": "This is a sample message content.",
    "bot": false,
    "user": {
      "id": "507f1f77bcf86cd799439012",
      "email": "[email protected]",
      "firstName": "John",
      "lastName": "Doe"
    },
    "session": {
      "_id": "507f1f77bcf86cd799439013",
      "id": "507f1f77bcf86cd799439013",
      "email": "[email protected]"
    },
    "createdAt": "2024-01-15T10:30:00.000Z",
    "updatedAt": "2024-01-15T10:30:00.000Z",
    "index": 0
  },
  {
    "id": "507f1f77bcf86cd799439016",
    "ticket": "507f1f77bcf86cd799439011",
    "type": "TEXT",
    "data": {
      "content": {
        "type": "doc",
        "content": [
          {
            "type": "paragraph",
            "content": [
              {
                "type": "text",
                "text": "Thank you for the update!"
              }
            ]
          }
        ]
      }
    },
    "comment": "Thank you for the update!",
    "bot": false,
    "user": {
      "id": "507f1f77bcf86cd799439017",
      "email": "[email protected]",
      "firstName": "Jane",
      "lastName": "Smith"
    },
    "session": {
      "_id": "507f1f77bcf86cd799439013",
      "id": "507f1f77bcf86cd799439013",
      "email": "[email protected]"
    },
    "createdAt": "2024-01-15T11:00:00.000Z",
    "updatedAt": "2024-01-15T11:00:00.000Z",
    "index": 1
  }
]

Find messages by query

Get messages by query with support for filtering and pagination.

Filtering:

Filter by ticket: ticket=507f1f77bcf86cd799439011. Any identifier GET /tickets/{ticketId} accepts works here too — the human-facing ticket number shown in the dashboard (ticket=143790), the 24-char ObjectId, or the shareToken.
Filter by type: type=TEXT or type=TEXT,NOTE (comma-separated values match any; bracket syntax such as type[$in]=... is NOT supported)
Filter by bot messages: bot=true or bot=false
Filter by date range: createdAt>=2024-01-01&createdAt<=2024-12-31

Ordering: Messages within a response are always oldest-first (ascending createdAt); the sort order is not configurable.

Pagination:

Cursor mode (recommended): pass paginated=true to receive { items, hasMore, nextBefore }. Pages walk backwards in time: the first page holds the newest limit messages, and before=<messageId> (the previous nextBefore, which is the oldest message of that page) fetches the next older page. Keep going until hasMore is false, then sort by createdAt on your side. skip is ignored in this mode; limit defaults to 30 and is clamped to 1-100. If the cursor message was deleted between two calls, the request fails with 409; restart from the newest page.
Legacy mode (no paginated): returns a flat array; limit defaults to 1000 and values above 100 are clamped to 100; skip is applied.

Translation:

language=es returns messages translated into the given language. Requires the project setting 'translate customer messages'; only conversation messages (TEXT, USER_TEXT, NOTE, BOT, BOT_REPLY, SHARED_COMMENT) are translated, and messages already in the target language are returned unchanged.

GET

https://api.gleap.io/v3/messages

Query parameters

paginatedboolean

Set to true for cursor mode: returns { items, hasMore, nextBefore }

beforestring

Cursor for the next older page (the previous response's nextBefore); only with paginated=true

limitnumber<double>

Maximum number of messages to return. Cursor mode: default 30, clamped to 1-100. Legacy mode: default 1000, values above 100 are clamped to 100.

Example: 50

showHistorybooleandeprecated

Deprecated, accepted and ignored. Ticket-history entries are served by GET /tickets/{ticketId}/history.

[ { "id": "507f1f77bcf86cd799439015", "ticket": "507f1f77bcf86cd799439011", "type": "TEXT", "data": { "content": { "type": "doc", "content": [ { "type": "paragraph", "content": [ { "type": "text", "text": "This is a sample message content." } ] } ] } }, "comment": "This is a sample message content.", "bot": false, "user": { "id": "507f1f77bcf86cd799439012", "email": "[email protected]", "firstName": "John", "lastName": "Doe" }, "session": { "_id": "507f1f77bcf86cd799439013", "id": "507f1f77bcf86cd799439013", "email": "[email protected]" }, "createdAt": "2024-01-15T10:30:00.000Z", "updatedAt": "2024-01-15T10:30:00.000Z", "index": 0 }, { "id": "507f1f77bcf86cd799439016", "ticket": "507f1f77bcf86cd799439011", "type": "TEXT", "data": { "content": { "type": "doc", "content": [ { "type": "paragraph", "content": [ { "type": "text", "text": "Thank you for the update!" } ] } ] } }, "comment": "Thank you for the update!", "bot": false, "user": { "id": "507f1f77bcf86cd799439017", "email": "[email protected]", "firstName": "Jane", "lastName": "Smith" }, "session": { "_id": "507f1f77bcf86cd799439013", "id": "507f1f77bcf86cd799439013", "email": "[email protected]" }, "createdAt": "2024-01-15T11:00:00.000Z", "updatedAt": "2024-01-15T11:00:00.000Z", "index": 1 } ]