Channels

Aurion supports multiple communication channels for receiving and responding to support requests. Each channel type has its own configuration API.

Email Channels

Email channels connect mailboxes to your helpdesk. Incoming emails automatically create conversations.

List Email Channels

cURL

curl "https://apps.aurionai.net/api/v2/email/channels" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "data": [
    {
      "id": "ec_abc123",
      "name": "IT Support",
      "email": "support@example.com",
      "provider": "microsoft",
      "status": "active",
      "created_at": "2026-02-01T10:00:00Z"
    }
  ]
}

Create Email Channel

curl -X POST "https://apps.aurionai.net/api/v2/email/channels" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Support Inbox",
    "email": "support@example.com",
    "provider": "microsoft",
    "provider_config": {
      "client_id": "azure_app_client_id",
      "tenant_id": "azure_tenant_id"
    }
  }'

Supported Email Providers:

Provider	Value	Description
Aurion	`aurion`	Built-in email handling
Microsoft 365	`microsoft`	Office 365 / Outlook
Google	`google`	Gmail / Google Workspace
Custom SMTP	`smtp`	Any SMTP server

Update Email Channel

curl -X PATCH "https://apps.aurionai.net/api/v2/email/channels/ec_abc123" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Updated Support Inbox"
  }'

Delete Email Channel

Delete an email channel. The primary (default) mailbox cannot be deleted.

curl -X DELETE "https://apps.aurionai.net/api/v2/email/channels/ec_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Returns 204 No Content on success. Returns 409 Conflict if the channel is the primary mailbox.

WhatsApp Channels

WhatsApp channels enable support conversations via WhatsApp Business API.

List WhatsApp Channels

curl "https://apps.aurionai.net/api/v2/whatsapp/channels" \
  -H "X-API-Key: ak_live_xxxx"

Create WhatsApp Channel

curl -X POST "https://apps.aurionai.net/api/v2/whatsapp/channels" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Support WhatsApp",
    "phone_number": "+33612345678",
    "business_account_id": "wa_business_id",
    "api_key": "wa_api_key"
  }'

Get WhatsApp Channel

curl "https://apps.aurionai.net/api/v2/whatsapp/channels/wac_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "id": "wac_abc123",
  "phone_number_id": "123456789",
  "waba_id": "987654321",
  "display_number": "+33612345678",
  "display_name": "Support WhatsApp",
  "quality_rating": "GREEN",
  "messaging_tier": "TIER_1",
  "is_active": true,
  "created_at": "2026-02-01T10:00:00Z"
}

Delete WhatsApp Channel

curl -X DELETE "https://apps.aurionai.net/api/v2/whatsapp/channels/wac_abc123" \
  -H "X-API-Key: ak_live_xxxx"

Returns 204 No Content on success.

Message Templates

WhatsApp requires pre-approved message templates for outbound messages:

List templates

curl "https://apps.aurionai.net/api/v2/whatsapp/templates" \
  -H "X-API-Key: ak_live_xxxx"

Create template

curl -X POST "https://apps.aurionai.net/api/v2/whatsapp/templates" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "ticket_update",
    "language": "en",
    "body": "Hi {{1}}, your ticket #{{2}} has been updated. Status: {{3}}"
  }'

Templates require WhatsApp approval before they can be used.

Sync Templates

Sync message templates from Meta for a specific channel. This fetches the latest template statuses and content from the WhatsApp Business API:

curl -X POST "https://apps.aurionai.net/api/v2/whatsapp/channels/wac_abc123/templates/sync" \
  -H "X-API-Key: ak_live_xxxx"

Response:

{
  "ok": true,
  "templates_synced": 12,
  "templates_added": 2,
  "templates_updated": 3
}

Send Test Message

Send a test message through a WhatsApp channel to verify connectivity:

curl -X POST "https://apps.aurionai.net/api/v2/whatsapp/channels/wac_abc123/send-test" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "to_wa_id": "33612345678",
    "body": "Hello! This is a test message from Aurion."
  }'

Response:

{
  "ok": true,
  "status": "sent",
  "provider_message_id": "wamid.xxxx"
}

Voice Channels

Voice calls are handled via Twilio (PSTN), the mobile app, or the web widget. See the Calls & Recordings and Voice Widget guides for details.

Saved Replies

Pre-written response templates that agents can use across all channels.

List Saved Replies

curl "https://apps.aurionai.net/api/v2/saved-replies?search=password" \
  -H "X-API-Key: ak_live_xxxx"

Create Saved Reply

curl -X POST "https://apps.aurionai.net/api/v2/saved-replies" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "title": "Password Reset Instructions",
    "category": "Account Access",
    "body": "Hi {{contact_name}},\n\nTo reset your password:\n1. Go to https://login.example.com/reset\n2. Enter your email address\n3. Click the reset link in your email\n\nLet me know if you need further help!"
  }'

Saved replies support variable interpolation using {{variable_name}} syntax.

Update Saved Reply

curl -X PATCH "https://apps.aurionai.net/api/v2/saved-replies/sr_abc123" \
  -H "X-API-Key: ak_live_xxxx" \
  -H "Content-Type: application/json" \
  -d '{
    "body": "Updated reply content..."
  }'

Conversations — Conversations across all channels
Voice Widget — Web voice and chat widget
Calls & Recordings — Voice call data

Required Scopes

Scope	Endpoints
`channels:read`	`GET /v2/email/channels`, `GET /v2/whatsapp/channels`, `GET /v2/whatsapp/channels/:id`, `GET /v2/saved-replies`
`channels:write`	`POST /v2/email/channels`, `DELETE /v2/email/channels/:id`, `POST /v2/whatsapp/channels`, `DELETE /v2/whatsapp/channels/:id`, `POST /v2/whatsapp/channels/:id/templates/sync`, `POST /v2/whatsapp/channels/:id/send-test`, `POST /v2/saved-replies`

Channels

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