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Agent Inbox

Integrate with the Agent Inbox helpdesk platform. Display custom customer information, retrieve conversation history, and build dynamic panels for your support agents.

What is Agent Inbox?​

Agent Inbox is a helpdesk tool where support agents handle customer conversations across all channels (SMS, WhatsApp, email, chat). The API lets you extend it with custom data and integrations.

Key capabilities​

  • Dynamic integration — show customer info, orders, and profile data inside Agent Inbox
  • Conversations retrieval — access message history across channels
  • Custom panels — build custom UI panels visible to agents
  • VoIP — integrate voice calls into the agent workflow
  • Channel API — connect custom messaging channels
  • Presence — track agent availability in real-time
  • CDP integration — connect customer profiles to conversations

Example: Retrieve conversations​

curl -X GET "https://api.cm.com/engagement/v1/conversations?status=open&limit=10" \
  -H "Authorization: Bearer YOUR_API_KEY"

Example: Dynamic integration panel​

Show custom customer data to your agents by providing a webhook URL. When an agent opens a conversation, Agent Inbox calls your endpoint to fetch relevant data:

{
  "webhook_url": "https://yourapi.com/agent-inbox/customer-panel",
  "display_name": "Order History"
}