API messages in the dashboard: why the conversation becomes “resolved”

Last updated: 27 September 2026 · 5 min read

Steps

1. 1

   Default: a silent notification

   The message is written to the customer's conversation, but the conversation automatically moves to resolved (resolved):

   • the message is fully visible in the history and in reports, nothing is lost;
   • it does not show in the agent's “Open Conversations” list and plays no notification sound.
2. 2

   When the customer replies

   The conversation opens automatically and lands in the agent's list, together with all the notifications sent before. The agent sees it with its context: when the code went out and which notifications were sent.

3. 3

   Change the behavior: conversation_status

   Add conversation_status to the request:

   • resolved: the default, the conversation does not go to the agents' list;
   • open: the conversation stays open and shows in the agent's list, when a human reply is expected;
   • pending: the conversation stays pending, for a bot or the next stage.

   Any other value returns 422. The bulk send has the same field.

4. 4

   Conversations are grouped

   All messages to the same number go into that customer's existing conversation, and no new conversation is created for each notification. In the cargo example, a parcel's 5 notifications show in one place, one after another. Only a conversation that has been quiet for more than 30 days counts as history, and a new one is opened for the next notification.

5. 5

   Contact

   Clomni finds the contact that matches the number, or creates one if there is none. If contact.name is not given, the number is used as the name. contact.identifier is the customer's id in your system, for matching with your CRM.