> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectadesk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Get conversation

> Returns the ticket with the full contact, the Meta window (`metaWindowOpenTimestamp`, `metaWindowType`) and the current protocol (`protocol`).



## OpenAPI

````yaml /api-reference/openapi.en.yaml get /tickets/{id}
openapi: 3.0.3
info:
  title: Connecta DESK Public API
  version: 1.0.0
  description: >-
    Public API of Connecta DESK, available at `/api/v1`. Access uses a token
    generated in the tokens module. Each token has permissions per **module ×
    method**, and every list read is paginated.


    ## Authentication


    ```

    Authorization: Bearer sk_live_a1b2c3d4e5f6g7h8i9j0k1l2m3n4o5p6

    ```


    The token belongs to a **company**, not to a user. The company used is
    always the token's company, so sending `companyId` in the body has no
    effect. A missing, invalid, revoked or expired token gets the same `401`
    response.


    ## Order of checks


    1. **token** → `401`

    2. **active company** → `403`

    3. **API enabled on the plan** → `403 ERR_API_NOT_ENABLED` (does not apply
    to on-premise)

    4. **company rate limit** → `429`

    5. **token permission** → `403 ERR_API_FORBIDDEN_SCOPE`


    ## User ids


    Every user id in the API is the user's id **in this company**, the same one
    `GET /users` returns. This applies to what the API returns (`user.id`,
    `assignedTo.id`, `userCreated.id`) and to what it accepts (`userId`,
    `userIds`, `assignedToUserId` and the `{id}` in user routes).


    The same person can work in several companies, with a different name and
    profile in each one, and has a different id in each company.


    An id that does not belong to this company returns `404`, with the same
    message as an id that does not exist.


    ## Pagination


    Every list `GET` is paginated. The `meta` contains only `page`, `perPage`
    and `hasMore`, without the total number of records. To go through
    everything, keep advancing `page` while `hasMore` is `true`.


    ## Idempotency


    Optional on `POST`/`PUT`, through the `Idempotency-Key` header. If you
    repeat the call with the same key and the same body, you get the stored
    response (with `Idempotent-Replay: true`). With the same key and a different
    body, the response is `409`.
servers:
  - url: https://api.connectadesk.com/api/v1
    description: Production
security:
  - apiToken: []
tags:
  - name: contacts
    description: Contact records, extra fields and marketing source.
  - name: tickets
    x-displayName: Tickets
    description: Opening, transferring, closing and wrap-up of tickets.
  - name: messages
    description: Asynchronous sending and reading of messages.
  - name: tags
    description: Tags and their link to tickets.
  - name: queues
    description: Service queues and their agents.
  - name: wrapups
    description: Wrap-up types.
  - name: users
    description: Agents and administrators.
  - name: schedules
    description: Scheduled messages.
  - name: quick-messages
    description: Quick replies.
  - name: campaigns
    description: Bulk sending.
  - name: crm
    description: Boards, stages, cards and metrics.
  - name: channels
    description: Channels (read only).
  - name: reports
    description: Reports and dashboards.
  - name: products
    description: Product catalog, categories and sales performance.
  - name: custom-fields
    description: Custom fields for contacts and cards, plus company-wide global variables.
  - name: profiles
    description: Company permission profiles (read only).
  - name: webchat
    description: >-
      Native webchat from your own system: open a visitor session, send and read
      messages. The token needs the `webchat` scope (GET and POST).
paths:
  /tickets/{id}:
    parameters:
      - $ref: '#/components/parameters/idParam'
    get:
      tags:
        - tickets
      summary: Get conversation
      description: >-
        Returns the ticket with the full contact, the Meta window
        (`metaWindowOpenTimestamp`, `metaWindowType`) and the current protocol
        (`protocol`).
      responses:
        '200':
          description: OK
          content:
            application/json:
              schema:
                type: object
                properties:
                  data:
                    $ref: '#/components/schemas/Ticket'
        '404':
          $ref: '#/components/responses/NotFound'
components:
  parameters:
    idParam:
      name: id
      in: path
      required: true
      schema:
        type: integer
      example: 1042
  schemas:
    Ticket:
      type: object
      properties:
        id:
          type: integer
        status:
          type: string
          enum:
            - open
            - pending
            - closed
          description: |-
            Ticket status:

            | value | meaning |
            | --- | --- |
            | `open` | In progress, with an agent. |
            | `pending` | Waiting in the queue, with no agent. |
            | `closed` | Closed. |
        unreadMessages:
          type: integer
          description: Messages the agent has not read yet.
        lastMessage:
          type: string
          nullable: true
        isGroup:
          type: boolean
          description: The contact is a group, not a person.
        automation:
          type: boolean
          description: >-
            The conversation is with the automation (Flow), not with a person.
            It stays `pending`, with no agent.
        metaWindowOpenTimestamp:
          type: string
          format: date-time
          nullable: true
          description: >-
            When the Meta customer service window opened (official WhatsApp
            channels): the customer's last message. Inside the window you can
            send free-form messages; outside it, only approved templates. `null`
            when the channel has no window or it has not opened yet.
          example: '2026-08-18T14:20:03.000Z'
        metaWindowType:
          type: integer
          nullable: true
          description: >-
            Length of the Meta window, in hours: `24` (default) or `72`
            (conversation started from a click-to-WhatsApp ad). The window
            closes at `metaWindowOpenTimestamp` + these hours.
          example: 24
        protocol:
          type: object
          nullable: true
          description: >-
            Current protocol of the ticket (the record of the current service:
            who is handling it, when it entered the queue, when it was answered,
            when it was closed). Returned by `GET /tickets` and `GET
            /tickets/{id}`; `null` when the ticket has no protocol yet. Other
            ticket endpoints do not include this field.
          allOf:
            - $ref: '#/components/schemas/TicketProtocol'
        contact:
          type: object
          nullable: true
          description: >-
            Full contact data, with tags, custom fields and marketing fields.
            You do not need to call `GET /contacts/{id}` to complete the list.
          allOf:
            - $ref: '#/components/schemas/Contact'
        queue:
          type: object
          nullable: true
          properties:
            id:
              type: integer
            name:
              type: string
              description: Display name.
            color:
              type: string
              description: Color in hexadecimal, with `#`.
              example: '#6941C6'
        user:
          type: object
          nullable: true
          properties:
            id:
              type: integer
            name:
              type: string
              description: Display name.
        channel:
          type: object
          nullable: true
          properties:
            id:
              type: integer
            name:
              type: string
              description: Display name.
            type:
              type: string
        tags:
          type: array
          items:
            type: object
            properties:
              id:
                type: integer
              name:
                type: string
                description: Display name.
              color:
                type: string
                description: Color in hexadecimal, with `#`.
                example: '#6941C6'
        createdAt:
          type: string
          format: date-time
        updatedAt:
          type: string
          format: date-time
      example:
        id: 5120
        status: open
        unreadMessages: 2
        lastMessage: Perfeito, vou querer o tamanho M
        isGroup: false
        automation: false
        contact:
          id: 842
          name: Maria Silva
          number: '5511987654321'
          numberCountry: BR
          email: maria.silva@exemplo.com.br
          code: CLI-00842
          cpfCnpj: '12345678909'
          origin: site
          profilePicUrl: https://cdn.exemplo.com/avatars/842.jpg
          isGroup: false
          instagramUsername: maria.silva
          lid: null
          sourceUrl: https://loja.exemplo.com.br/promo
          sourceId: '23851234567890123'
          headline: Coleção de inverno
          mediaType: image
          mediaUrl: https://cdn.exemplo.com/anuncios/inverno.jpg
          utmSource: instagram
          utmMedium: cpc
          utmCampaign: inverno-2026
          utmId: '6543210987'
          fbclid: IwAR0xYzAbC123
          gclid: null
          ctwaClid: null
          tags:
            - id: 3
              name: Cliente VIP
              color: '#6941C6'
          customFields:
            - key: plano
              value: Ouro
              customFieldId: 91
              name: Plano
              type: select
          lastChannel:
            id: 11
            name: Instagram Loja
            type: instagram
          createdAt: '2026-07-14T13:22:05.412Z'
          updatedAt: '2026-08-18T09:41:17.883Z'
        queue:
          id: 13
          name: Comercial
          color: '#0E7490'
        user:
          id: 3
          name: Gabriel Goulart
        channel:
          id: 11
          name: Instagram Loja
          type: instagram
        tags:
          - id: 3
            name: Cliente VIP
            color: '#6941C6'
        metaWindowOpenTimestamp: '2026-08-18T14:20:03.000Z'
        metaWindowType: 24
        protocol:
          id: 21877
          userId: 3
          channelId: 11
          startedFrom: receptive
          startedFromContact: true
          fromApi: false
          fromAutomation: false
          campaignSlug: null
          rated: false
          nps: null
          createdAt: '2026-08-18T12:03:44.001Z'
          queuedAt: '2026-08-18T12:03:44.120Z'
          startedAt: '2026-08-18T12:05:10.300Z'
          userFirstAnswerAt: '2026-08-18T12:05:41.002Z'
          lastCustomerReplyAt: '2026-08-18T14:20:03.000Z'
          lastOperatorReplyAt: '2026-08-18T14:27:10.556Z'
          finishedAt: null
          ratingAt: null
          metaData:
            pedido: PED-48213
            origem: site
        createdAt: '2026-08-18T12:03:44.001Z'
        updatedAt: '2026-08-18T14:27:10.556Z'
    TicketProtocol:
      type: object
      description: >-
        Protocol of a ticket. Each time the conversation restarts (a new message
        after it was closed, a new campaign) a new protocol is created; the
        ticket carries the current one.
      properties:
        id:
          type: integer
          description: Protocol number.
          example: 21877
        userId:
          type: integer
          nullable: true
          description: >-
            Agent responsible for the protocol (the user id in the company, the
            same as in `/users`).
          example: 3
        channelId:
          type: integer
          nullable: true
          example: 11
        startedFrom:
          type: string
          nullable: true
          description: >-
            How the protocol started: `receptive` (the customer wrote),
            `active-manual` (the agent started it), `active-campaign`,
            `active-schedule`, `automation`, among others.
          example: receptive
        startedFromContact:
          type: boolean
          description: The conversation was started by the contact.
        fromApi:
          type: boolean
          description: Opened through the API.
        fromAutomation:
          type: boolean
          description: Opened by an automation.
        campaignSlug:
          type: string
          nullable: true
          description: Campaign that originated the protocol, when there is one.
        rated:
          type: boolean
          description: The customer answered the satisfaction survey.
        nps:
          type: string
          nullable: true
          description: Satisfaction survey score, when answered.
        createdAt:
          type: string
          format: date-time
        queuedAt:
          type: string
          format: date-time
          nullable: true
          description: Entered the queue.
        startedAt:
          type: string
          format: date-time
          nullable: true
          description: An agent took over.
        userFirstAnswerAt:
          type: string
          format: date-time
          nullable: true
          description: The agent's first reply.
        lastCustomerReplyAt:
          type: string
          format: date-time
          nullable: true
          description: The customer's last message.
        lastOperatorReplyAt:
          type: string
          format: date-time
          nullable: true
          description: The company's last message.
        finishedAt:
          type: string
          format: date-time
          nullable: true
          description: Closing time. `null` while the protocol is in progress.
        ratingAt:
          type: string
          format: date-time
          nullable: true
          description: Satisfaction survey answer.
        metaData:
          type: object
          additionalProperties: true
          description: >-
            Protocol data filled in by the company, usually by automations
            (variables stored during the service). Empty object when there is
            none.
          example:
            pedido: PED-48213
            origem: site
      example:
        id: 21877
        userId: 3
        channelId: 11
        startedFrom: receptive
        startedFromContact: true
        fromApi: false
        fromAutomation: false
        campaignSlug: null
        rated: false
        nps: null
        createdAt: '2026-08-18T12:03:44.001Z'
        queuedAt: '2026-08-18T12:03:44.120Z'
        startedAt: '2026-08-18T12:05:10.300Z'
        userFirstAnswerAt: '2026-08-18T12:05:41.002Z'
        lastCustomerReplyAt: '2026-08-18T14:20:03.000Z'
        lastOperatorReplyAt: '2026-08-18T14:27:10.556Z'
        finishedAt: null
        ratingAt: null
        metaData:
          pedido: PED-48213
          origem: site
    Contact:
      type: object
      properties:
        id:
          type: integer
        name:
          type: string
          description: Display name.
        number:
          type: string
        numberCountry:
          type: string
          nullable: true
          description: >-
            Country of the number, as an ISO 3166-1 alpha-2 code. Inferred from
            the country code when the number is saved through the API.
          example: BR
        email:
          type: string
          nullable: true
          example: marina@exemplo.com.br
        code:
          type: string
          nullable: true
        cpfCnpj:
          type: string
          nullable: true
          example: '12345678909'
        origin:
          type: string
          nullable: true
        profilePicUrl:
          type: string
          nullable: true
          example: https://cdn.exemplo.com.br/avatar/1042.jpg
        isGroup:
          type: boolean
          description: The contact is a group, not a person.
        instagramUsername:
          type: string
          nullable: true
          example: marina.alves
        lid:
          type: string
          nullable: true
          example: '178452961234567'
        sourceUrl:
          type: string
          nullable: true
          example: https://loja.exemplo.com.br/promo
        sourceId:
          type: string
          nullable: true
          example: '23851234567890123'
        headline:
          type: string
          nullable: true
          example: Coleção de inverno
        mediaType:
          type: string
          nullable: true
          example: image
        mediaUrl:
          type: string
          nullable: true
          example: https://cdn.exemplo.com.br/anuncios/inverno.jpg
        utmSource:
          type: string
          nullable: true
          example: instagram
        utmMedium:
          type: string
          nullable: true
          example: cpc
        utmCampaign:
          type: string
          nullable: true
          example: inverno-2026
        utmId:
          type: string
          nullable: true
          example: '6543210987'
        fbclid:
          type: string
          nullable: true
          example: IwAR0xYzAbC123
        gclid:
          type: string
          nullable: true
        ctwaClid:
          type: string
          nullable: true
        tags:
          type: array
          items:
            type: object
            properties:
              id:
                type: integer
              name:
                type: string
                description: Display name.
              color:
                type: string
                description: Color in hexadecimal, with `#`.
                example: '#6941C6'
        customFields:
          type: array
          description: >-
            Contact custom fields that are filled in. Always included in the
            response, as an empty list when the contact has none.
          items:
            $ref: '#/components/schemas/CustomFieldValue'
        lastChannel:
          type: object
          nullable: true
          properties:
            id:
              type: integer
            name:
              type: string
              description: Display name.
            type:
              type: string
        createdAt:
          type: string
          format: date-time
        updatedAt:
          type: string
          format: date-time
      example:
        id: 842
        name: Maria Silva
        number: '5511987654321'
        numberCountry: BR
        email: maria.silva@exemplo.com.br
        code: CLI-00842
        cpfCnpj: '12345678909'
        origin: site
        profilePicUrl: https://cdn.exemplo.com/avatars/842.jpg
        isGroup: false
        instagramUsername: maria.silva
        lid: null
        sourceUrl: https://loja.exemplo.com.br/promo
        sourceId: '23851234567890123'
        headline: Coleção de inverno
        mediaType: image
        mediaUrl: https://cdn.exemplo.com/anuncios/inverno.jpg
        utmSource: instagram
        utmMedium: cpc
        utmCampaign: inverno-2026
        utmId: '6543210987'
        fbclid: IwAR0xYzAbC123
        gclid: null
        ctwaClid: null
        tags:
          - id: 3
            name: Cliente VIP
            color: '#6941C6'
        customFields:
          - key: plano
            value: Ouro
            customFieldId: 91
            name: Plano
            type: select
        lastChannel:
          id: 11
          name: Instagram Loja
          type: instagram
        createdAt: '2026-07-14T13:22:05.412Z'
        updatedAt: '2026-08-18T09:41:17.883Z'
    Error:
      type: object
      required:
        - error
      properties:
        error:
          type: object
          required:
            - code
            - message
          properties:
            code:
              type: string
              description: Fixed error code, so your system can handle each case.
              example: ERR_API_FORBIDDEN_SCOPE
            message:
              type: string
            details: {}
    CustomFieldValue:
      type: object
      description: >-
        Value of a custom field, together with the field's definition. This way
        you do not need to call `GET /custom-fields` to find out what field 91
        is.
      properties:
        key:
          type: string
          nullable: true
          description: >-
            Fixed identifier of the field. Use it to point to the field when
            saving values, because the `name` can be renamed in the panel and
            the integration would stop working without warning.
        value:
          type: string
          description: Value filled in for the field, in the format defined by its type.
        customFieldId:
          type: integer
          description: Id of the custom field definition.
          example: 91
        name:
          type: string
          nullable: true
          description: Display name.
        type:
          type: string
          nullable: true
          description: Field type, which defines the format accepted for the value.
      example:
        key: plano
        value: Ouro
        customFieldId: 91
        name: Plano
        type: select
  responses:
    NotFound:
      description: >-
        The resource does not exist or belongs to another company. For security,
        the response is the same in both cases.
      content:
        application/json:
          schema:
            $ref: '#/components/schemas/Error'
          example:
            error:
              code: ERR_API_NOT_FOUND
              message: Registro não encontrado.
  securitySchemes:
    apiToken:
      type: http
      scheme: bearer
      description: API token in the `sk_live_…` format.

````

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