Models

Every body the routes take and answer. A field marked always is in every answer; the others are left out when they have no value.

Align

Where a line of content sits across its width. A carousel screen’s alignment is start or center; a block’s may be end too.

One of: start, center, end.

AppEvent

The name of something a person did in the app that no server sees for itself. These are the standard ones, which PurrCRM’s package records for every app; an app’s own events are sent beside them by name, and PurrCRM takes each that the app defines. What the backend already sees (a request, a claim, an order, a sign-in) is recorded by the server that sees it, never sent by the app.

One of: app_opened, session_ended, screen_viewed, app_updated, push_permission_changed, location_permission_changed, push_opened, link_opened.

AppLinksReport

PUT /guest/v1/app-links: what a build of the app declares, with the digest the SDK sent on its check-ins (LinksDigest), which PurrCRM checks against the links.

Field	Type	Description
app_version (always)	string
digest (always)	string
links (always)	array of DeclaredLink

AppMode

One of: live, test.

Article

One published article, whole.

Field	Type	Description
blocks (always)	array of Block
collection	Collection	The collection it is in, when it is in one.
id (always)	string
language	string	The language it is in: the one asked for when it has a translation into it, else the app’s default. Languages are every language it can be read in, the default first (the web’s hreflang).
languages	array of string
out_of_date	boolean	Says the translation it is read in was written from a default that has changed since: it may be out of date.
related (always)	array of ArticleSummary	Other articles in the same collection, at most three.
slug (always)	string
summary	string
title (always)	string
updated_at (always)	string (date-time)

ArticleRatingBody

The guest saying whether an article helped. Asked again, the newer answer is kept.

Field	Type	Description
helpful (always)	boolean

Articles

Answers a search: the best matches first.

Field	Type	Description
items (always)	array of ArticleSummary
language	string	As Collections’ is: a search looks at the articles’ words in it, and at the default’s where an article has none.

ArticleSummary

An article in a list.

Field	Type	Description
collection	string	The slug of the collection it is in; empty for none.
id (always)	string
slug (always)	string
summary	string
title (always)	string
updated_at (always)	string (date-time)

Attachment

A picture in a part.

Field	Type	Description
bytes (always)	integer
content_type (always)	string
expires_at (always)	string (date-time)
id (always)	string
url (always)	string	Where to fetch it, until ExpiresAt; ask for the conversation again for a new one after that.

AttachmentBody

Asks for somewhere to upload a picture.

Field	Type	Description
bytes (always)	integer	The picture’s size, at most MaxAttachmentBytes.
content_type (always)	string	One of AttachmentTypes.

AttachmentUpload

Where to upload a picture: a form POST to URL with Fields first and the file last, as a field named “file”. The picture is sent by naming ID in a MessageBody before ExpiresAt.

Field	Type	Description
expires_at (always)	string (date-time)
fields (always)	object of string
id (always)	string
max_bytes (always)	integer
url (always)	string

Author

Who wrote a part, as the guest is shown it: a member of staff by their first name, never their account or their address.

Field	Type	Description
kind (always)	AuthorKind (one of guest, teammate, bot, system)
name	string	A teammate’s first name or the bot’s name; empty for the guest and the messenger.

AuthorKind

Who wrote a part.

One of: guest, teammate, bot, system.

BackgroundKind

What a screen’s background is.

One of: plain, color, gradient, image.

Banner

A short message over a screen.

Field	Type	Description
blocks (always)	array of Block	Paragraphs and headings only, at most MaxBannerBlocks.
dismissible (always)	boolean	Dismissible shows a close button.
link	string	Where tapping the banner goes, as Block.Link; empty for nowhere.
style (always)	BannerStyle (one of inline, floating)

BannerStyle

Where a banner is drawn.

One of: inline, floating.

Block

One block of content. Only the fields its Type names are set.

Field	Type	Description
align	Align (one of start, center, end)	A text block’s, or an emoji’s; empty is the screen’s.
alt	string	What a picture shows, for a guest who cannot see it. Required with ImageURL.
aspect	ImageAspect (one of auto, 1:1, 4:3, 16:9, 3:4)	Aspect, Fit and Shape are a picture’s, as CarouselImage’s are.
color	string	A text block’s colour, or a callout’s tint: empty is the screen’s text colour (ink, or white or near-black over a background of the screen’s own, by contrast).
emoji	string	An emoji block’s, or the one before a callout’s words.
fit	ImageFit (one of cover, contain)
image_url	string
items	array of ListItem
label	string
level	integer	A heading’s, 1 to MaxHeadingLevel.
link	string	Where a button or a picture goes: a path in the app, which opens only if the app’s allow-list names it, or an https URL, which opens in the browser.
shape	ImageShape (one of rounded, circle, square)
size	string	A word of the block’s own: a TextSize for a paragraph, a heading or a list, an ImageSize for a picture, a SpacerSize for a spacer. Empty is the default carousel_style.json gives the block: a heading’s follows its level, a paragraph’s is body.
spans	array of Span
style	ButtonStyle (one of primary, secondary, text)	A button’s; empty is primary.
tone	CalloutTone (one of info, good, warn)	A callout’s tint when it has no Color; empty is info.
type (always)	BlockType (one of paragraph, heading, bullets, numbers, image, button, divider, eyebrow, callout, checklist, spacer, emoji)
weight	TextWeight (one of regular, medium, bold)	A paragraph’s or a heading’s; empty is regular for a paragraph and bold for a heading.

BlockType

What one block of content is. Every message, post, banner, carousel screen, article and email is a list of blocks, never HTML: the app draws each natively, and PurrCRM renders email from the same list. A block type this app does not know is not drawn.

One of: paragraph, heading, bullets, numbers, image, button, divider, eyebrow, callout, checklist, spacer, emoji.

BotButton

One reply button: tapping it answers with its ID, and shows the guest’s answer as Label.

Field	Type	Description
id (always)	string
label (always)	string

BotKind

What a help-bot part asks of the guest.

One of: says, asks, collects, suggests, hands_off, resolves.

BotPart

What a help-bot part asks of the guest, by Kind.

Field	Type	Description
articles	array of ArticleSummary	A suggestion’s, each opened in the help center.
buttons	array of BotButton	An ask’s, and a suggestion’s yes and no.
collect	CollectField (one of text, email, order_ref)	The data a collecting part asks for.
kind (always)	BotKind (one of says, asks, collects, suggests, hands_off, resolves)
order_ref	OrderRef	What a collected order reference looks like, the app’s own: with Collect order_ref, so that the app checks an answer as PurrCRM will.
reply	ReplyExpectation	A hand-off’s: how soon a person answers.

BotReplyBody

Answers the bot part PartID: with one of its buttons, by Button, or with the data it collects, as Value.

Field	Type	Description
button	string
part_id (always)	string
value	string

ButtonAction

What a carousel’s button does.

One of: next, screen, back, end, link, permission.

ButtonShape

A carousel’s buttons’ shape.

One of: pill, rounded.

ButtonStyle

How a button is drawn: primary is filled with the accent, secondary is outlined, text is the words alone.

One of: primary, secondary, text.

CalloutTone

A callout’s tint by what it says.

One of: info, good, warn.

Carousel

Screens the guest moves through, which may branch: each button and each answer of a choice says where it goes (a screen, or the end), and a screen’s Next says where Next and a forward swipe go. Screens may loop back (“Try again”); every screen the guest can reach has a way to the end, and a screen nothing leads to is kept but never shown.

Field	Type	Description
locked	boolean	A carousel the guest leaves only through its own buttons, for onboarding they must finish: no close button and no Skip, and a drag down, a tap outside and the system’s back do nothing. Left out (false) is the usual carousel, which the guest may close at any time: a carousel is dismissible unless it says otherwise.
presentation	CarouselPresentation (one of sheet, card, full)	How it is shown; empty is a sheet.
progress	CarouselProgress (one of dots, bar, none)	What the top bar shows of how far the guest is; empty is dots for a carousel of one line of at most seven screens, with no choice or button that branches, and a bar otherwise.
screens (always)	array of CarouselScreen	1 to MaxCarouselScreens, in the editor’s order, which is also where a screen’s Next goes when it names none.
skip	boolean	Skip shows “Skip” in the top bar in place of the close button: it closes the carousel as the close button does. A locked carousel has none.
start	string	The id of the screen it opens on; empty is the first.
style	CarouselStyle	The carousel’s look, which a screen’s own Style overrides field by field; left out is the defaults.

CarouselBackground

What is behind a screen. Text over a background of colour, gradient or image is drawn white or near-black, whichever reads better against it, unless a block sets its own colour.

Field	Type	Description
angle	integer	A gradient’s direction in degrees, 0 to 359: 0 runs from the bottom up, 90 from left to right, as CSS’s linear-gradient.
color	string	A colour’s, and a gradient’s first stop.
color2	string	A gradient’s last stop.
image_url	string	An image background’s, an https address. It is a decoration, with no alt text: what it says belongs in the blocks.
kind (always)	BackgroundKind (one of plain, color, gradient, image)
scrim	Scrim (one of none, light, dark)	Scrim darkens or lightens an image under the words; empty is none.

CarouselButton

One of a screen’s buttons.

Field	Type	Description
do (always)	ButtonAction (one of next, screen, back, end, link, permission)	What it does, and says which of the rest it has.
id (always)	string	Names it in receipts and in staff’s Records: letters, digits, - and _, at most 40, unique among the carousel’s buttons and options.
label (always)	string
link	string	What link opens, as Block.Link.
permission	CarouselPermission (one of notifications, location)	What permission asks the phone for. The app asks the way it always does, and a guest who refused before is sent to the phone’s settings instead.
screen	string	Where screen goes (a screen’s id or “end”), and where permission goes once the phone has answered (empty is the screen’s Next).
style	ButtonStyle (one of primary, secondary, text)	Empty for primary.

CarouselChoice

A question on a screen, answered by tapping options.

Field	Type	Description
multiple	boolean	Multiple lets the guest pick several, then Continue to the screen’s Next; a single choice goes on as soon as one is tapped, to that option’s Next.
options (always)	array of CarouselOption	2 to MaxCarouselOptions.

CarouselImage

A screen’s hero picture.

Field	Type	Description
alt (always)	string	What it shows, for a guest who cannot see it.
aspect	ImageAspect (one of auto, 1:1, 4:3, 16:9, 3:4)	Aspect, Fit and Shape are empty for auto, cover and rounded.
fit	ImageFit (one of cover, contain)
shape	ImageShape (one of rounded, circle, square)
size	ImageSize (one of small, medium, large, full)	How tall it is (carousel_style.json’s hero heights); empty is medium, and full for image_full.
url (always)	string	An https address.

CarouselLayout

How a screen is laid out.

One of: centred, image_top, image_full, text.

CarouselOption

One answer of a choice.

Field	Type	Description
emoji	string	Drawn before the label; empty for none.
id (always)	string	Names it in receipts and in staff’s Records, as a button’s does, and is unique among the carousel’s buttons and options.
label (always)	string
next	string	Where tapping it goes, in a single choice: a screen’s id, or “end”; empty is the screen’s Next. A multiple choice’s options have none.

CarouselPermission

What a carousel’s screen may ask the guest to allow. The app asks the way it always does, and a guest who refused before is sent to the phone’s settings instead.

One of: notifications, location.

CarouselPresentation

How a carousel is shown.

One of: sheet, card, full.

CarouselProgress

What a carousel’s top bar shows of how far the guest is.

One of: dots, bar, none.

CarouselScreen

One screen of a carousel.

Field	Type	Description
align	Align (one of start, center, end)	Start or center; empty is center, and start on a text screen.
background	CarouselBackground	Behind the screen; left out is the sheet’s own.
blocks (always)	array of Block
buttons	array of CarouselButton	0 to MaxCarouselButtons, stacked: the first is the main one. None gives the screen the app’s Next (or Done).
choice	CarouselChoice	A question the screen asks; left out for none.
id (always)	string	Names the screen to the targets that go to it, and in receipts: letters, digits, - and _, at most 40, and never “end”. Unique among the carousel’s screens.
image	CarouselImage	The screen’s hero picture, apart from its blocks: above them for image_top, behind them for image_full (which need one), and a smaller one above the words for centred. A text screen has none.
layout	CarouselLayout (one of centred, image_top, image_full, text)	How the screen is laid out; empty is centred.
name	string	Staff’s own word for the screen, in the editor and the report. It is never sent to the app.
next	string	Where Next, a forward swipe, a multiple choice’s Continue and a single choice’s options with no Next of their own go: a screen’s id, or “end”. Empty is the screen after this one in the list, or the end after the last.
style	CarouselStyle	Style overrides the carousel’s Style for this screen, field by field; left out is the carousel’s.
valign	VAlign (one of top, center, bottom)	Where the content sits in the screen’s height; empty is center for centred, bottom for image_full, and top otherwise.

CarouselStyle

A carousel’s look. Every field is optional: empty is the default (carousel_style.json’s “defaults”), and on a screen, the carousel’s.

Field	Type	Description
accent	string	Accent colours the buttons, the progress and a choice’s ticks; empty is the app’s brand accent.
button_shape	ButtonShape (one of pill, rounded)
corner	Corner (one of soft, round, square)
text_scale	TextScale (one of compact, regular, large)

Category

Category groups events on PurrCRM site’s dashboard and in its pickers. The standard events have the standard categories below; an app’s own event names its own (lower-case letters, digits and underscores), which may be account, app or a word of the app’s, never PurrCRM.

One of: account, app, crm.

Checkin

Answers a check-in: what to show now, in the order to show it.

Field	Type	Description
messages (always)	array of InAppMessage	The in-app messages to show, the most important first: at most one large one (MessageKind.Large) a session, and at most one banner. A message answered again, not yet seen, is the same message: the app shows it once.
next_checkin_seconds (always)	integer	The soonest the app should check in again.
send_links	boolean	Asks the app for the destinations it declares (PUT /guest/v1/app-links), once: the check-in’s LinksDigest is one PurrCRM has not been sent.
test_phone	boolean	A guest staff chose as a test phone: the app offers a way to check for tests at once, rather than at the next check-in.
throttled	boolean	A check-in sooner than CheckinEvery after the last: nothing new is in it, and what the app shows stays as it is. A test phone with tests waiting is never throttled.
unread (always)	integer	The messenger’s unread count, a chat staff started included.
unread_notices (always)	integer	The inbox’s unread count: the notices PurrCRM pushed the guest and they have not read, for the bell.

CheckinBody

The app asking what to show: when it opens or comes back to the front, and after it sends a batch of events.

Field	Type	Description
app_version (always)	string
holds_for_screens	boolean	Says the app holds a message meant for some screens (InAppMessage.Screens) until one of them is on: an SDK that knows how, whose host has named a screen this run. A message for some screens is never answered to an app that does not say so.
links_digest	string	LinksDigest of the destinations the app declares, when it declares any: a check-in answers SendLinks for one PurrCRM has not been sent.
platform (always)	DevicePlatform (one of ios, android, web)
screen	string	The named route on screen, when the app knows it.
session_id (always)	string	The app’s id for this time in front, drawn when it opened or came back: a guest is shown one large message a session.
time_zone	string	The phone’s IANA zone, for quiet hours and sending windows; left out when the phone does not say.

CollectField

The kind of data the bot asks for.

One of: text, email, order_ref.

Collection

A group of help articles.

Field	Type	Description
articles (always)	integer	How many published articles the guest can read in it.
description	string
id (always)	string
slug (always)	string
title (always)	string

CollectionArticles

One collection and its articles, in staff’s order.

Field	Type	Description
articles (always)	array of ArticleSummary
collection (always)	Collection
language	string	As Collections’ is.

Collections

Every collection with an article in it, in staff’s order.

Field	Type	Description
items (always)	array of Collection
language	string

Consent

What PurrCRM keeps of the guest’s choices about its pushes.

Field	Type	Description
offers_by_push (always)	boolean

ConsentBody

PUT consent: what the guest chose in the host’s own screens, when the host lets them choose there. Only what is sent changes.

Field	Type	Description
offers_by_push	boolean	The guest agreeing to offers by push: a marketing push goes only to a guest who has.

Conversation

One conversation, with every part the guest sees, oldest first.

Field	Type	Description
assignee	Author	The member of staff answering, when one is.
awaiting	string	The id of the bot part the help bot is waiting on an answer to; empty when it waits on none.
created_at (always)	string (date-time)
id (always)	string
last_seq (always)	integer	The newest part’s Seq, including those the guest is not shown, so a wait asked after it waits for the next.
parts (always)	array of Part
reply (always)	ReplyExpectation
state (always)	ConversationState (one of open, snoozed, closed)	Open or closed; snoozed is shown as open.
ticket_id	string	The ticket this conversation is about, when there is one.
unread (always)	integer	How many staff parts the guest has not read.
updated_at (always)	string (date-time)

ConversationPage

A page of the guest’s conversations, the most recently changed first. NextBefore is there when older ones are.

Field	Type	Description
items (always)	array of ConversationSummary
next_before	string

ConversationState

Where a conversation has got to. A guest is only ever shown open or closed: a conversation staff snoozed is still open to the guest who is waiting on it.

One of: open, snoozed, closed.

ConversationSummary

A conversation in a list.

Field	Type	Description
created_at (always)	string (date-time)
id (always)	string
preview (always)	string	The newest part the guest sees, as a line of text.
preview_author (always)	Author
state (always)	ConversationState (one of open, snoozed, closed)
unread (always)	integer
updated_at (always)	string (date-time)

ConversationUpdate

Answers a wait: the parts after the one asked after that the guest sees, and the conversation as it is now. Parts is empty when the wait ran out with nothing new.

Field	Type	Description
awaiting	string	As Conversation.Awaiting, now.
last_seq (always)	integer	What the next wait is after: the newest part this answer read, which is the conversation’s newest unless the parts since were too many for one answer.
parts (always)	array of Part
state (always)	ConversationState (one of open, snoozed, closed)
unread (always)	integer

Corner

How round a carousel’s corners are: its sheet, its pictures, its tiles (carousel_style.json’s radii).

One of: soft, round, square.

crm.Consent

What the person agreed to.

Field	Type	Description
changed_at	string (date-time)	When the person made the offers choices this carries (OffersByEmail, OffersByPush), where the app keeps them. PurrCRM also learns these choices from the person directly (an email’s unsubscribe, the preference centre, the SDK’s screens, staff), and the newer choice wins:
offers_by_email	boolean	Their agreeing to offers by email: a marketing email is sent only to a person who has.
offers_by_push	boolean	Their agreeing to offers by push: a marketing push is sent only to a person who has, when PurrCRM pushes for the app itself.
product_events	boolean	Their agreeing to what they do in the app being recorded (“Help improve …”): false drops every batch their app sends.

DeclaredEvent

What was done with one definition.

Field	Type	Description
added	array of string	The props a DeclarePropsAdded gave the event.
index (always)	integer
name (always)	string
outcome (always)	DeclareOutcome (one of created, props_added, unchanged, refused)
problem	string	Why a DeclareRefused was not added.

DeclaredEvents

Answers EventDefinitions: one DeclaredEvent for each definition, in the order they were sent, and how many of each outcome.

Field	Type	Description
created (always)	integer
items (always)	array of DeclaredEvent
props_added (always)	integer
refused (always)	integer
unchanged (always)	integer

DeclaredLink

One destination the app declares (the SDK’s CrmLink): a name for staff, its path template (PurrCRM.AppLink’s grammar), the page on the web for a phone without the app, and the screen it shows.

Field	Type	Description
name (always)	string
path (always)	string
screen	string
web_url	string

DeclareOutcome

What a declaration did with one definition.

One of: created, props_added, unchanged, refused.

Definition

One event an app has.

Field	Type	Description
category (always)	Category (one of account, app, crm)
description (always)	string	What PurrCRM site says the event means.
name (always)	Name (one of signed_up, signed_in, profile_updated, marketing_consent_changed, account_deletion_requested, notice_read, push_sent, email_sent, email_delivered, email_opened, email_clicked, email_bounced, email_complained, email_unsubscribed, conversation_started, message_sent, conversation_rated, bot_resolved, handed_off, ticket_created, ticket_resolved, article_viewed, article_rated, sla_breached, conversation_state_changed, message_seen, message_clicked, message_dismissed, message_answered, message_completed, survey_shown, survey_answered, survey_completed, survey_dismissed, goal_reached, segment_entered, segment_left)
passive	boolean	An event that happens to a person rather than one they do: it is recorded, and does not move when they were last seen.
props	array of Prop
source (always)	Source (one of app, server, crm, both)

DeviceBody

PUT devices: the registration token the host’s Firebase gave this device, which the package registers on every start and again whenever it changes.

Field	Type	Description
app_version	string	AppVersion and Locale are what the app is and speaks, for staff to tell devices apart; both may be left out.
locale	string
platform (always)	PushPlatform (one of android, ios, web)
token (always)	string

DevicePlatform

What the app runs on, as every batch of events and every check-in says: a phone, or a browser (a website or web app calling the guest API, or a Flutter app built for the web).

One of: ios, android, web.

EmailEvent

A mail provider telling PurrCRM what became of an email it sent, signed as InboundEmail is:

Field	Type	Description
address (always)	string
detail	string
hard	boolean	A bounce that is permanent; a soft one is counted and suppresses nothing.
id (always)	string	The provider’s id for the event: the same event posted twice is counted once.
kind (always)	EmailEventKind (one of bounce, complaint, delivered)
message_id (always)	string
occurred_at (always)	string (date-time)

EmailEventKind

What became of an email.

One of: bounce, complaint, delivered.

EventBody

One thing the guest did.

Field	Type	Description
id (always)	string	The app’s own id for the event, a UUID drawn when it happened. A batch sent twice (the answer was lost) is kept once.
name (always)	AppEvent (one of app_opened, session_ended, screen_viewed, app_updated, push_permission_changed, location_permission_changed, push_opened, link_opened)
occurred_at (always)	string (date-time)
props	object of string	What the event’s comment in AppEvents names, as strings: PurrCRM reads a number from its string by the event’s definition. Left out when there are none.

EventDefinitions

PUT /server/v1/event-definitions: the app’s own events, as its servers declare them.

Field	Type	Description
definitions (always)	array of Definition

EventRejected

One event of a batch refused, by its place in the batch.

Field	Type	Description
id (always)	string
index (always)	integer
reason (always)	string

EventsAccepted

Answers a batch.

Field	Type	Description
accepted (always)	integer	How many of the batch’s events were kept, which is fewer than were sent when some had been sent before, were refused, or the guest has turned product events off. The first batch of a guest PurrCRM has not met yet is accepted whole, and kept a moment later, once PurrCRM knows whether the guest turned product events off.
rejected	array of EventRejected	The events refused, each alone: a name the app does not define, one its servers send, or one older than MaxEventAge. Left out when there are none.

EventsBody

A batch of events, oldest first, with the facts about the phone that every event in it shares.

Field	Type	Description
app_version (always)	string
events (always)	array of EventBody
platform (always)	DevicePlatform (one of ios, android, web)
sent_at	string (date-time)	The phone’s clock as it sent the batch, drawn again for each attempt: PurrCRM measures the phone’s clock by it (ClockSkew) and moves every event’s OccurredAt by as much, so that a phone whose clock is wrong neither makes everything late nor puts it in the future. Left out by apps older than it, whose events are taken as their clocks say.
time_zone	string	The phone’s IANA zone name (“Europe/London”), which PurrCRM uses for a guest’s quiet hours. Left out when the phone does not say.

ExportArticleRating

The guest saying whether an article helped.

Field	Type	Description
article (always)	string
helpful (always)	boolean
rated_at (always)	string (date-time)

ExportAttribute

One attribute and its value.

Field	Type	Description
name (always)	string
value (always)	string

ExportCollected

One thing the help bot kept from a conversation: what it is called (order_ref, email) and what the guest gave.

Field	Type	Description
conversation_id (always)	string
key (always)	string
value (always)	string

ExportConsentChange

One change of the guest’s choices, for their export: a topic’s (by its name), or a channel’s own switch (no topic).

Field	Type	Description
at (always)	string (date-time)
channel (always)	PreferenceChannel (one of email, push, in_app, chat)
source (always)	string
subscribed (always)	boolean
topic	string
wording	string

ExportContact

What the PurrCRM service keeps about a guest, their contact, for the guest’s export (Export.CRM): the attributes the app’s staff see on their profile, the tags and notes staff gave them, and the events recorded about them, newest first.

Field	Type	Description
article_ratings	array of ExportArticleRating
attributes (always)	array of ExportAttribute	The standard attributes PurrCRM derives from what the guest did (first seen, app version, orders, …) and the custom ones staff keep, by name, each value as a string. Only those that have a value.
collected	array of ExportCollected
consent_history	array of ExportConsentChange
conversations	array of ExportConversation	Conversations, Tickets and ArticleRatings are the messenger’s and the help center’s; left out by a PurrCRM older than them, or when there are none.
devices	array of ExportDevice	The devices the guest registered for PurrCRM’s pushes, and Notices their inbox; left out by a PurrCRM older than them, or when there are none.
events (always)	array of ExportEvent
events_truncated	boolean	The export holding only the newest MaxExportEvents events of more.
notes (always)	array of ExportNote	What staff wrote about the guest. Who wrote each is left out: that is the member of staff’s, not the guest’s.
notices	array of ExportNotice
receipts	array of ExportReceipt	Receipts and SurveyResponses are outbound’s: the messages the guest was sent or shown, and their answers to surveys; left out by a PurrCRM older than them, or when there are none.
subscriptions	array of ExportSubscription	The guest’s own choices about the app’s topics, and ConsentHistory every change of them and of their channels’ switches; left out by a PurrCRM older than them, or when there are none.
survey_responses	array of ExportSurveyResponse
tags (always)	array of string	The names of the tags staff put on the guest.
test_phone	ExportTestPhone	The guest’s account being a test phone, which staff send messages to so as to try them, and TestSends the tests sent to it (kept a week); left out by a PurrCRM older than them, or when there are none.
test_sends	array of ExportTestSend
tickets	array of ExportTicket
workflows	array of ExportWorkflowRun	The runs of PurrCRM’s workflows the guest was in, and Collected what the help bot kept from their conversations; left out by a PurrCRM older than them, or when there are none.

ExportConversation

One of the guest’s conversations, for their export: every part they could see, and their rating. Staff’s notes are left out, and so is who each member of staff is beyond the name they were shown.

Field	Type	Description
created_at (always)	string (date-time)
id (always)	string
parts (always)	array of ExportPart
rating	integer
remark	string
state (always)	ConversationState (one of open, snoozed, closed)

ExportDevice

One device the guest registered for pushes, for their export. Its token is a credential for the device and is left out.

Field	Type	Description
app_version	string
created_at (always)	string (date-time)
last_seen_at (always)	string (date-time)
locale	string
platform (always)	PushPlatform (one of android, ios, web)

ExportEvent

One event recorded about the guest: one of AppEvents, or a server event.

Field	Type	Description
name (always)	string
occurred_at (always)	string (date-time)
props	object of string

ExportNote

One note staff wrote about the guest.

Field	Type	Description
body (always)	string
created_at (always)	string (date-time)

ExportNotice

One notice in the guest’s inbox, for their export.

Field	Type	Description
body (always)	string
created_at (always)	string (date-time)
link	string
read_at	string (date-time)
title (always)	string
type (always)	PushType (one of support_reply, crm_message)

ExportPart

One part of an exported conversation. A picture is named by its content type and size: the file is sent on request, not in the export.

Field	Type	Description
attachments	array of string
author (always)	Author
blocks	array of Block
created_at (always)	string (date-time)
kind (always)	PartKind (one of message, reply, note, bot, assignment, state, rating_request)
text	string

ExportReceipt

One message the guest was sent or shown, for their export: what it was and what they did with it.

Field	Type	Description
clicked_at	string (date-time)
completed_at	string (date-time)
dismissed_at	string (date-time)
kind (always)	MessageKind (one of chat, post, banner, carousel, survey, push, email)
message (always)	string	The message’s name, as staff called it.
seen_at	string (date-time)
sent_at	string (date-time)
variant	string

ExportSubscription

One of the guest’s choices about a topic by a channel, for their export: when and how it was made, and under which wording.

Field	Type	Description
changed_at (always)	string (date-time)
channel (always)	PreferenceChannel (one of email, push, in_app, chat)
source (always)	string
subscribed (always)	boolean
topic (always)	string
wording	string

ExportSurveyAnswer

One answer, as the words of the question and of the answer.

Field	Type	Description
answer (always)	string
question (always)	string

ExportSurveyResponse

The guest’s answers to one survey.

Field	Type	Description
answers (always)	array of ExportSurveyAnswer
completed_at	string (date-time)
started_at (always)	string (date-time)
survey (always)	string

ExportTestPhone

The guest’s account being a test phone: staff’s name for it, and since when. Who in staff chose it is theirs, not the guest’s, and is left out.

Field	Type	Description
added_at (always)	string (date-time)
label	string

ExportTestSend

One test staff sent to the guest’s test phone: what it was, and what became of it. Who sent it is left out.

Field	Type	Description
answers	array of ExportSurveyAnswer	A survey test’s, in the words of the questions.
clicked_at	string (date-time)
completed_at	string (date-time)
dismissed_at	string (date-time)
kind (always)	MessageKind (one of chat, post, banner, carousel, survey, push, email)
name (always)	string	The message’s, as staff called it when they sent it, or the built-in sample’s, when Sample.
outcome	string	A push’s or a chat’s: sent, notifications_off, not_sent or started.
picked_up_at	string (date-time)	When the app took an in-app test at a check-in; what the guest did with it follows.
sample	boolean
seen_at	string (date-time)
sent_at (always)	string (date-time)

ExportTicket

One of the guest’s tickets, for their export.

Field	Type	Description
created_at (always)	string (date-time)
fields (always)	array of TicketField
ref (always)	string
resolved_at	string (date-time)
state (always)	TicketState (one of submitted, in_progress, waiting_on_guest, resolved)
title (always)	string
type (always)	string

ExportWorkflowRun

One run of a workflow the guest was in: the workflow’s name, where the run is and, once it has ended, how.

Field	Type	Description
ended_at	string (date-time)
outcome	string
started_at (always)	string (date-time)
state (always)	string
workflow (always)	string

Feature

One of PurrCRM’s parts an app has switched on for its guests. The app shows nothing of a part it has not been given, and ignores a word it does not know, so a part can be switched on without a release and an older app is not broken by a newer word.

One of: messenger, help_center, in_app_messages.

FieldType

What a ticket’s field holds.

One of: text, list, number, bool, date.

ForgetDeviceBody

DELETE devices: the token the package registered, on sign-out, so that the next guest on the device is not pushed the last one’s.

Field	Type	Description
token (always)	string

HomeCard

One card of the messenger’s home. Only what its Kind uses is set: a link card’s Title, Text and Link; a status card’s Text, and its Title and Link when it has them; an articles card’s Articles. The send, search, conversations and tickets cards are drawn from the rest of the home (its open conversations, its tickets) and the app’s own words.

Field	Type	Description
articles	array of ArticleSummary
id (always)	string	The card’s, as staff made it: the same on every read.
kind (always)	HomeCardKind (one of send, search_help, articles, conversations, tickets, link, status)
link	string	A path in the app or an https link, personalised.
text	string
title	string

HomeCardKind

What a card of the messenger’s home is.

One of: send, search_help, articles, conversations, tickets, link, status.

Identify

PUT /server/v1/contacts/{external_id}: who the person is. Only what is sent changes.

Field	Type	Description
attributes	object of any	The app’s custom attributes, by name, each held to its definition: a string, a number, true or false, a date as 2026-09-27 or an RFC 3339 time, or a list of strings. Null removes the value. One PurrCRM computes is refused; one the app does not define is made on first sight, its type worked out, for review, unless the app’s strict data refuses it.
consent	crm.Consent
display_name	string	What they are called, at most 100 characters.
email	string	Their address, which PurrCRM sends email to.
language	string	Their language as a BCP 47 tag (“en”, “en-GB”).
provider	string	How they sign in, in the app’s own word: apple, google, password, or any other of at most 40 characters.
signed_up_at	string (date-time)	When they made their account.
time_zone	string	Their IANA zone (“Europe/London”).

IdentifyAnswer

Answers an Identify: the person, and whether this made them.

Field	Type	Description
created (always)	boolean
external_id (always)	string

ImageAspect

A picture’s shape, width to height; auto is the picture’s own.

One of: auto, 1:1, 4:3, 16:9, 3:4.

ImageFit

How a picture fills its box: cover crops it to fill, contain shows it whole.

One of: cover, contain.

ImageShape

A picture’s corners.

One of: rounded, circle, square.

ImageSize

How much of the screen a picture takes: a hero’s height, or an image block’s width.

One of: small, medium, large, full.

InAppMessage

One message to show: its kind’s content, and the variant the guest was given, which every receipt about it says again.

Field	Type	Description
banner	Banner	Exactly one of these is set, the one Kind names.
carousel	Carousel
id (always)	string
kind (always)	MessageKind (one of chat, post, banner, carousel, survey, push, email)
post	Post
screens	array of string	The screens it is shown on, when it is meant for some: the app holds it until one of them is on (the screen its host names), and shows it then. Left out for a message shown wherever the guest is.
survey	Survey
test	boolean	A copy staff sent to a test phone: ID is the test’s, not the message’s. It is shown at once, whatever the caps, the audience and the one large message a session, and what the guest does with it (receipts, answers) is kept with the test, never in the message’s report or results.
variant (always)	string

InboundEmail

A reply by email to one of PurrCRM’s support emails, as the mail provider’s inbound hook posts it to PurrCRM, signed:

Field	Type	Description
from (always)	string
id (always)	string	The provider’s id for the message: the same message posted twice is threaded once.
received_at (always)	string (date-time)
subject	string
text (always)	string	The plain-text body, the quoted email under the reply still in it: PurrCRM keeps the reply alone.
to (always)	array of string

ListItem

One item of a list.

Field	Type	Description
spans (always)	array of Span

MessageBody

The guest writing: in a new conversation, in one of theirs, or on a ticket. Text, pictures, or both.

Field	Type	Description
attachment_ids	array of string	Pictures uploaded through an AttachmentUpload and not yet sent.
text (always)	string

MessageKind

What an outbound message is. Only the in-app kinds reach the app at a check-in (InAppKinds); a chat arrives in the messenger as a conversation staff started, a push as a Push of type crm_message, and an email by email.

One of: chat, post, banner, carousel, survey, push, email.

MessengerHome

The messenger’s first screen.

Field	Type	Description
articles (always)	array of ArticleSummary	The help center’s featured articles, when the help center is switched on; empty otherwise.
layout	MessengerLayout	The home as the app’s staff set it: its greeting, its team, its cards in order and its options, worked out for this guest now. Null until they publish one, and the app then draws its own home as before.
open (always)	array of ConversationSummary	The guest’s open conversations, the most recently changed first, at most three.
opening	MessengerOpening	What the help bot says to a new conversation before the guest writes, worked out for them now; null when no help bot greets them, or when the one that would does something first that only a conversation can have done (a tag, a webhook, a hand-off), and so speaks once they have written. Null too while the app’s staff allow no new conversation now (MessengerLayout.NewConversation).
reply (always)	ReplyExpectation
tickets (always)	array of SupportTicketSummary	The guest’s tickets not yet resolved, and those resolved in the last week.
unread (always)	integer	Every staff part the guest has not read, in every conversation: the badge on the app’s top bar.

MessengerLayout

The messenger’s home as the app’s staff published it, for one guest at one moment: the greeting with their name in it, the faces, how soon a reply comes, the cards they are to see now (in order, those for a segment they are not in, a status out of its dates and the help center’s while it is off already left out) and what they may do.

Field	Type	Description
attachments (always)	boolean	The guest being able to send pictures: PurrCRM refuses a picture (attachment_invalid) while it is false.
away_text	string	Said in place of either while the team is away (Reply.Open false); empty for “We’re back …”.
cards (always)	array of HomeCard
faces (always)	TeamFaces (one of auto, chosen, none)
greeting (always)	string	The heading, personalised; empty for the app’s own words (“Talk to the … team”).
help_center (always)	boolean	The home pointing to the help center (a search card, articles, a link to browse it).
intro (always)	string	A line under it, personalised; empty for none.
names	boolean	Names writes the chosen teammates’ names under their faces.
new_conversation (always)	NewConversations (one of always, when_none_open, never)	When the guest may start one; the send card is left out of Cards whenever they may not now.
reply_text	string	Says how soon a reply comes in staff’s own words, in place of the line worked out from Reply; empty for that line.
team (always)	array of Author	The teammates to show when Faces is chosen, by first name, as Author of kind teammate; empty otherwise.

MessengerOpening

A help bot’s first words to a new conversation, as the guest would be shown them now: the bot’s parts up to its first question (an ask, or a collection), in the shape of a conversation’s, numbered from 1. Nothing is kept: a conversation is made when the guest answers (StartBody), and its ids are not these.

Field	Type	Description
awaiting	string	The id of the part whose question the bot waits on, as Conversation.Awaiting: its buttons are live, or the composer asks for what it collects. Empty when the bot says something and asks nothing.
parts (always)	array of Part
version (always)	integer
workflow (always)	string	Workflow and Version are the help bot’s, for StartBody.Opening.

Name

The name of an event: one of the standard events below, which every app has, or one of an app’s own. An app’s own events, and a standard event the app sends (guest.AppEvents), arrive from the app; the rest from the app’s servers or PurrCRM itself.

One of: signed_up, signed_in, profile_updated, marketing_consent_changed, account_deletion_requested, notice_read, push_sent, email_sent, email_delivered, email_opened, email_clicked, email_bounced, email_complained, email_unsubscribed, conversation_started, message_sent, conversation_rated, bot_resolved, handed_off, ticket_created, ticket_resolved, article_viewed, article_rated, sla_breached, conversation_state_changed, message_seen, message_clicked, message_dismissed, message_answered, message_completed, survey_shown, survey_answered, survey_completed, survey_dismissed, goal_reached, segment_entered, segment_left.

NewConversations

When a guest may start a conversation.

One of: always, when_none_open, never.

Notice

One notice in the guest’s inbox PurrCRM keeps: what it pushed them, kept to read again.

Field	Type	Description
body (always)	string
created_at (always)	string (date-time)
id (always)	string
link	string	A path in the app, which the app’s allow-list decides whether to open.
read_at	string (date-time)
title (always)	string
type (always)	PushType (one of support_reply, crm_message)

NoticePage

A page of the guest’s inbox, newest first.

Field	Type	Description
next_before	string	The notice to ask for older ones before, and empty on the last page.
notices (always)	array of Notice
unread (always)	integer	Unread counts the whole inbox, not only this page: the number on the bell.

NoticesReadBody

POST notices/read: the notices shown, or all of them. A notice that is not the guest’s is left alone.

Field	Type	Description
all	boolean
ids	array of string

OpeningRef

Names an opening by its workflow and the version it was worked out from.

Field	Type	Description
version (always)	integer
workflow (always)	string

OpenMessageBody

POST /guest/v1/messages/{message_id}/open: the session the app opened the message in.

Field	Type	Description
session_id (always)	string

OrderRef

An app’s order reference: what its guests call an order’s reference, what one looks like, and the event prop that names a guest’s latest order. The help bot collects one only in an app that has it, and a customer ticket’s order_ref field is prefilled from Prop.

Field	Type	Description
example (always)	string	One that matches, which the bot shows (“ORD-7K2QD”).
label (always)	string	What the app calls it, “Order number”: at most 40 characters.
pattern (always)	string	What a reference looks like, a regular expression (RE2) the whole answer must match, at most MaxOrderRefPattern bytes.
prop	string	The event prop naming the order, which prefills a ticket’s order_ref field from the guest’s newest event that carries it; empty prefills nothing.
upper	boolean	An answer matched and kept in upper case, so that a guest may type it in either.

Part

One part of a conversation: one message, reply or change. Only the fields its Kind names are set.

Field	Type	Description
attachments	array of Attachment
author (always)	Author
blocks	array of Block	A reply’s or the bot’s words (the content schema above).
bot	BotPart	What a help-bot part asks of the guest.
created_at (always)	string (date-time)
id (always)	string
kind (always)	PartKind (one of message, reply, note, bot, assignment, state, rating_request)
rating	integer	The guest’s answer to a rating request, 1 to MaxRating, once they give it.
seq (always)	integer	Seq orders a conversation’s parts, from 1, and is what a wait is asked after.
state	ConversationState (one of open, snoozed, closed)	Where a state part moved the conversation to.
text	string	What the guest wrote, as they wrote it: never read as markup.

PartKind

What one part of a conversation is.

One of: message, reply, note, bot, assignment, state, rating_request.

Post

A full screen of blocks, from a member of staff.

Field	Type	Description
blocks (always)	array of Block
sender	Author	Who it is from, by first name; left out for the app itself (its brand’s name).

PreferenceChannel

A way a topic reaches the guest.

One of: email, push, in_app, chat.

PreferenceChoice

One choice.

Field	Type	Description
channel (always)	PreferenceChannel (one of email, push, in_app, chat)
subscribed (always)	boolean
topic_id (always)	string

Preferences

The guest’s choices: every topic of the app’s that is not archived, by name, and whether every channel is off (AllOff: they get no marketing at all).

Field	Type	Description
all_off (always)	boolean
topics (always)	array of PreferenceTopic

PreferencesBody

Changes the guest’s choices: each choice where it differs from what they had, or AllOff, “Unsubscribe from all marketing”, which turns every channel and every topic off. Wording names the version of the words they chose under (the SDK’s preferences screen sends “crm_sdk/preferences-1”), kept with the choice as it is sent.

Field	Type	Description
all_off	boolean
choices	array of PreferenceChoice
wording	string

PreferenceState

One channel of a topic: whether the guest hears it.

Field	Type	Description
channel (always)	PreferenceChannel (one of email, push, in_app, chat)
subscribed (always)	boolean

PreferenceTopic

One of the app’s topics, and the guest’s state on each channel it uses.

Field	Type	Description
channels (always)	array of PreferenceState
description	string
id (always)	string
name (always)	string

Problem

A refusal (RFC 9457). Switch on code, never on detail, which is a sentence for people and may be reworded.

Field	Type	Description
code (always)	string	What went wrong, as a word to switch on: bad_request, unauthorized, token_expired, not_found, rate_limited, app_unavailable and the others each route lists.
detail	string	What went wrong, in a sentence that can be shown to a person.
errors	array of object	The fields that were wrong, for a 400 that has them.
request_id	string	The request’s id, to quote when asking for help.
status (always)	integer	The HTTP status.
title (always)	string	The HTTP status in words.
type (always)	string	A URI for the kind of problem; about:blank for most.

Prop

One prop an event carries.

Field	Type	Description
key (always)	string
type (always)	PropType (one of string, number, bool, time, money)

PropType

How PurrCRM reads a prop’s string: what it may be compared with in a rule, and how the dashboard breaks it down.

One of: string, number, bool, time, money.

PublicApp

An app’s public face: how it is named and coloured, what it has switched on, and the SDK it needs. Nothing in it is secret.

Field	Type	Description
brand (always)	PublicBrand
currency (always)	string	The ISO 4217 code its money is in.
features (always)	array of Feature (one of messenger, help_center, in_app_messages)	The parts of the guest experience it has on.
handle	string	The readable name a live app’s public help center goes by now, <workspace slug>.<app slug> (/help/a/acme.rewards), whichever name or key it was asked by: the address the site sends an old name on to, and names as the canonical one. Left out for a test app, whose help center goes by its key alone.
key (always)	string	The app’s public key, the one asked for.
languages	array of string	The languages its content is written in: its default first, then the others. Left out by a CRM older than that.
link_base	string	Where the app’s links are, with no slash at the end: https://<PurrCRM’s host>/l/<name>, or https://<its own link host>; left out while it has no link domain. The SDK takes a link under it as the app’s own (its handleLink).
min_sdk_version	string	The oldest SDK the app’s staff want its guests on (“0.6.0”); left out when they have set none.
mode (always)	AppMode (one of live, test)	AppModeLive, or AppModeTest for an app’s test app: a staging build’s, with test data of its own (the SDK’s isTestMode).
order_ref	OrderRef	Its order reference; left out for an app without one.

PublicBrand

An app’s brand as its guests see it: its name (never empty), its accent (#rrggbb, or empty for the SDK’s own), its logo (an https address, or empty) and where its guests may write.

Field	Type	Description
accent	string
logo_url	string
name (always)	string
support_email	string

PublicLinkApp

GET /public/v1/links/apps/{name}: what the landing page of a link the phone did not open the app with shows. Nothing in it is secret.

Field	Type	Description
app_store_url	string
brand (always)	PublicBrand
key (always)	string	The app’s public key.
link_base (always)	string	Where the app’s links are (PublicApp.LinkBase).
name (always)	string
play_store_url	string

PublicPreferences

What the public preference centre shows: the app’s brand, the address the link was sent to with most of it hidden, and the guest’s preferences. Nothing else about them.

Field	Type	Description
accent	string	Accent (#rrggbb) and LogoURL are the app’s, for the page to wear; either may be absent.
all_off (always)	boolean
email	string	The contact’s address, all but its first letter and its domain hidden (“j•••@example.com”); empty for none.
logo_url	string
product (always)	string
topics (always)	array of PreferenceTopic

PublicRatingBody

POST /public/v1/help/articles/{slug}/rating: whether a public article helped a reader of the web’s help center, who has no account. Visitor is the page’s own id for its reader, a UUID it keeps in a cookie, so that a second answer replaces the first. Rate-limited per address; 204, or 404 for an article the web may not read.

Field	Type	Description
helpful (always)	boolean
language	string	The language the reader read it in (Article.Language), for the help report; left out, the app’s default.
visitor (always)	string

PushPlatform

What a device registered for PurrCRM’s pushes runs: a phone, or a browser, which FCM reaches through web push.

One of: android, ios, web.

PushType

What a push PurrCRM sends, or a notice in the inbox, is about. An app’s own pushes, sent by its own servers, are the app’s.

One of: support_reply, crm_message.

QuestionType

How a question is answered.

One of: nps, numeric, stars, emoji, dropdown, short_text, long_text, single_choice, multi_choice.

RatingBody

The guest’s answer to a rating request.

Field	Type	Description
rating (always)	integer	1 (bad) to MaxRating (great).
remark	string	Anything they want to add.

ReadBody

Says the guest has seen a conversation up to a part.

Field	Type	Description
seq (always)	integer

ReceiptAction

What the guest did with a message the app showed.

One of: seen, clicked, dismissed, completed, answered.

ReceiptBody

What the guest did with a message the app showed.

Field	Type	Description
action (always)	ReceiptAction (one of seen, clicked, dismissed, completed, answered)
answers	array of string
button	string
link	string	What was tapped, for clicked.
message_id (always)	string
path	array of string
screen	string	A carousel’s receipts say where the guest was. Screen is the screen it is about: the one answered, the one whose button was tapped, the one the carousel ended or was closed on. Button is the button tapped, for clicked (with Link too, for a link button). Answers are the options picked, for answered: one for a single choice, up to MaxCarouselOptions for a multiple. Path is the screens’ ids the guest has seen so far, in order (a screen seen twice is in it twice), at most MaxReceiptPath (the first ones kept), for completed and dismissed, and on any other carousel receipt that has it.
session_id	string	The check-in’s session.
test	boolean	About a test copy (InAppMessage.Test): MessageID is the test’s.
variant (always)	string

ReplyExpectation

How soon the guest can expect an answer.

Field	Type	Description
open (always)	boolean	Staff being at work now, by the team’s office hours.
opens_at	string (date-time)	When they are next at work, when they are not now.
within (always)	ReplyTime (one of minutes, hours, day)

ReplyTime

How soon staff usually answer, which the team that answers says in PurrCRM’s settings, for “we usually reply in …”.

One of: minutes, hours, day.

Scrim

A gradient laid over a picture so that words read on it (carousel_style.json’s scrims).

One of: none, light, dark.

ServerAccepted

Answers a batch: how many were new and kept, and the ones refused, by their place in the batch.

Field	Type	Description
accepted (always)	integer
rejected (always)	array of ServerRejection

ServerEvent

One thing a person did, as a server saw it.

Field	Type	Description
at (always)	string (date-time)
external_id (always)	string
id (always)	string	The server’s idempotency key, 1 to 100 bytes: derive it from what the event is about, so that a retry carries the same one.
name (always)	string
props	object of string	The event’s props, each as a string its definition reads by its type.

ServerEvents

POST /server/v1/events.

Field	Type	Description
events (always)	array of ServerEvent

ServerRejection

One event refused, and why.

Field	Type	Description
id (always)	string
index (always)	integer
reason (always)	string

SignupAccepted

A sign-up taken: a link is on its way to the address, or, when it has an account already, an email saying so. The answer is the same either way.

Field	Type	Description
email (always)	string

SignupBody

POST /public/v1/signup: a new customer’s address and password (the staff password rules), and the names of their workspace and its first app.

Field	Type	Description
app_name (always)	string
email (always)	string
password (always)	string
turnstile_token	string
workspace_name (always)	string

Source

Who sends an event: the app (its SDK), the app’s servers (the server API), or PurrCRM itself. A definition says which sends it, and an event recorded keeps who sent it, as a fact. One of an app’s own events may be sent by both the app and its servers (SourceBoth); an event is never recorded as sent by both.

One of: app, server, crm, both.

Span

A run of text with one style.

Field	Type	Description
bold	boolean
color	string	A colour in content: a theme token (ColorToken), which the app draws in its light or dark mode’s shade, or a fixed “#rrggbb”. Where a colour may be empty, empty is the default of where it is.
highlight	boolean
italic	boolean
link	string	Link makes the run a link, as Block.Link.
strike	boolean
text (always)	string
underline	boolean	Underline, Strike, Highlight and Color are formatting (BlockContext.Formatting). Highlight is a wash of the accent behind the run; Color is the run’s own colour, the accent or one of the palette’s, over the block’s.

StartBody

The guest starting a conversation: what they wrote (a MessageBody’s text and pictures), or, with Opening, a tap on one of its question’s buttons (Button) instead. Opening names the help bot’s opening the guest was shown (MessengerHome.Opening), whose parts then come first in the conversation; without it, the guest’s words do, as before there were openings.

Field	Type	Description
attachment_ids	array of string
button	string	The id of the opening’s button the guest tapped, with no words or pictures; empty when they wrote.
opening	OpeningRef	The opening the guest was shown when they wrote or tapped; nil for none.
text (always)	string

SupportTicket

One of the guest’s tickets: the fields staff let the guest see, and the conversation about it, oldest first.

Field	Type	Description
conversation_id	string	The conversation the ticket’s parts are in.
created_at (always)	string (date-time)
description	array of Block	What staff wrote the ticket is for, in blocks.
fields (always)	array of TicketField
id (always)	string
parts (always)	array of Part
ref (always)	string
resolved_at	string (date-time)
state (always)	TicketState (one of submitted, in_progress, waiting_on_guest, resolved)
title (always)	string
type (always)	string
updated_at (always)	string (date-time)

SupportTicketPage

The guest’s tickets, the most recently changed first.

Field	Type	Description
items (always)	array of SupportTicketSummary

SupportTicketSummary

A ticket in a list.

Field	Type	Description
id (always)	string
ref (always)	string	How the guest and staff name it: “T-1042”.
state (always)	TicketState (one of submitted, in_progress, waiting_on_guest, resolved)
title (always)	string
type (always)	string
updated_at (always)	string (date-time)

Survey

The questions of a survey message. Steps are shown in order, unless a step’s branch on a closed answer jumps ahead; reaching a thank-you step, or the end, finishes it.

Field	Type	Description
format (always)	SurveyFormat (one of small, large)
intro	array of Block	The first screen of a large survey; left out for none.
steps (always)	array of SurveyStep

SurveyAnswer

The guest’s answer to one question: Number for a scale, Choices (option ids) for a choice, with Other when “other” is among them, and Text for the guest’s own words.

Field	Type	Description
choices	array of string
number	integer
other	string
question_id (always)	string
text	string

SurveyAnswerBody

Answers given so far, sent as each step is answered: PurrCRM keeps them even if the guest never finishes. A newer answer to the same question replaces the older.

Field	Type	Description
answers (always)	array of SurveyAnswer
test	boolean	A test copy’s answers (InAppMessage.Test), by the test’s id.
variant (always)	string

SurveyBranch

SurveyBranch sends the guest to another step when a closed question’s answer is one of Values (an option’s id), or a number from Min to Max.

Field	Type	Description
max	integer
min	integer
next (always)	string	The id of a later step.
question_id (always)	string
values	array of string

SurveyFormat

How a survey is shown.

One of: small, large.

SurveyOption

One option of a choice question.

Field	Type	Description
id (always)	string
label (always)	string

SurveyQuestion

One question.

Field	Type	Description
description	string
id (always)	string
max	integer
max_label	string
min	integer	Min and Max are a numeric scale’s ends, 0 or 1 to at most 10.
min_label	string	MinLabel and MaxLabel are the words under a scale’s ends.
options	array of SurveyOption	A choice question’s, in order.
other	boolean	Other adds “Other” to a single or multiple choice, with the guest’s own words.
placeholder	string	The hint in a text answer’s box.
required	boolean
title (always)	string
type (always)	QuestionType (one of nps, numeric, stars, emoji, dropdown, short_text, long_text, single_choice, multi_choice)

SurveyStep

One screen of a survey.

Field	Type	Description
blocks	array of Block	A thank-you step’s words.
branches	array of SurveyBranch	Tried in order when the step is answered; the first that matches says which step is next. None matching, or none at all, is the step after this one.
id (always)	string
kind (always)	SurveyStepKind (one of questions, thank_you)
questions	array of SurveyQuestion	A questions step’s.

SurveyStepKind

What a survey’s step is.

One of: questions, thank_you.

SurveySubmit

SurveySubmit finishes a survey: every answer along the path the guest took. Only then are answers written to the guest’s attributes.

Field	Type	Description
answers (always)	array of SurveyAnswer
test	boolean	A test copy finished (InAppMessage.Test): nothing is written to the guest’s attributes.
variant (always)	string

TeamFaces

Whose faces the home shows.

One of: auto, chosen, none.

TextScale

How large a carousel’s words are, beside the phone’s own text size, which scales them again.

One of: compact, regular, large.

TextWeight

How heavy a text block’s words are.

One of: regular, medium, bold.

TicketField

One field of a ticket and its value: Text for a text or a list field (the option chosen), Number, Bool, or Date (YYYY-MM-DD). A field with no value has none of them.

Field	Type	Description
bool	boolean
date	string
key (always)	string
label (always)	string
number	number
text	string
type (always)	FieldType (one of text, list, number, bool, date)

TicketState

Where a ticket has got to, in the guest’s words.

One of: submitted, in_progress, waiting_on_guest, resolved.

UnreadCount

How many notices are still unread, for the bell.

Field	Type	Description
unread (always)	integer

VAlign

Where a screen’s content sits in its height.

One of: top, center, bottom.