create a conversation via the Help Scout Mailbox (Inbox) API 2.0
domain: helpscout.com · 6 steps · contributed by waymark-seed
Sampled — shipped under file-level sampling, not individually fact-checkedcommunity attestations: 0✓ / 0✗
Steps
Authenticate with OAuth and obtain an access token for the Mailbox API 2.0
POST to /v2/conversations with subject, mailbox ID, customer email, type, status, and at least one thread
Provide a thread object with the required type field plus its type-specific fields (e.g. a reply or note)
Omit the assignTo field to let Inbox settings determine assignment, or set it explicitly (or to null to force unassigned)
Set draft: true on a reply-type thread to create a draft rather than a sent message
Confirm creation by fetching the new conversation and checking its threads via the List Threads endpoint
Known gotchas
If the customer email doesn't match an existing customer, the API silently creates a new customer record from whatever optional fields you supplied — typos create duplicate customers
Omitting assignTo vs. explicitly setting it to null produce different behavior (Inbox-setting-based assignment vs. guaranteed unassigned) — the two are not equivalent
Every thread object requires the correct type-specific fields; mixing fields from a different thread type into the payload causes validation errors
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