Conversations API

The Conversations API turns Ada into a conversation engine you can extend anywhere. It provides a consistent, programmatic way to create and manage conversations and messages between end users, AI Agents, and human agents.

Ada supports several native channels out of the box: Chat, Voice, Email, and Social. The Conversations API makes it possible to build custom channels, so you can extend Ada into proprietary apps, third-party platforms, or internal tools with developer-focused control.

Capabilities

The Conversations API lets developers build and control the following:

Create custom channels: Define new entry points for Ada—power your own messaging frontend, connect to your email provider, or embed your AI Agent into channels Ada doesn’t support out of the box.
Start and manage conversations: Programmatically begin conversations and track their progress.
Close conversations: End interactions cleanly so sessions are tracked and reported accurately.
Subscribe to webhook events: Receive real-time updates when conversations start, messages are sent, or conversations end.
Webhook support varies by channel. Not all event types are available across every channel.

Native channel support

Ada’s native channels don’t require the Conversations API, but you can still use it for programmatic visibility and control. This applies to Chat and Email via the standard Conversations API endpoints.

With the Conversations API, you can:

Retrieve channel details
Listen to webhook events (conversation started, message sent, conversation closed)
End a conversation programmatically

You cannot use the standard Conversations API endpoints to create new conversations or send end-user messages on the native Chat channel.
For Email, use the Email Conversations API for starting conversations over Ada’s native Email channel.
The Conversations API does not currently provide channel details or webhook events for native Voice or Social channels.

Email Conversations API

The Email Conversations API provides a dedicated endpoint for starting conversations over Ada’s native Email channel. It enables automation for customer inquiries that should be resolved via email, helping businesses streamline support and drive resolution. Common use cases include:

Automating inquiries from website forms: Process submissions from existing forms, such as Zendesk tickets or Salesforce contact forms.
Handling support ticket backlogs: Automatically process and resolve past support tickets.
Integrating with other systems: Connect platforms that allow customers to start email conversations.

Rate limits

Endpoint	Rate Limits
`POST /v2/conversations/`	- 30,000 requests per day - 300 requests per minute - 30 requests per second
`GET /v2/conversations/<conversation_id>/`
`POST /v2/conversations/<conversation_id>/end/`
`POST /v2/conversations/<conversation_id>/messages/`	- 100,000 requests per day - 500 requests per minute - 150 requests per second

All other Conversations API endpoints adhere to our global rate limits.

Limitations

Only text messages are supported at launch. Images and structured messages are not yet available.
Conversation metadata does not create or update Ada metavariables. Use the End Users API instead.

Known issues

When working with custom channels, the channel name must be unique.