# Manage conversations

Use the methods described below to manage conversations more effectively.

## Create conversation

A conversation is a container for messages exchanged between agents and customers. Each conversation can include the following properties:

- **Topic**
- **Summary**
- **Status**
- **Priority**
- **Queue**
- **Agent**
- **Channel**

All properties are optional. If not provided, **status**, **priority**, and **channel** are assigned default values.

After creation, you can tag the conversation and route it to the appropriate queue.

To learn more, see the [Create conversation](https://www.infobip.com/docs/api/customer-engagement/conversations/conversation-management/create-conversation) API endpoint in the Infobip API documentation.

## Update conversation

You can update any conversation property until the conversation is marked as *Closed*.

To learn more, see the [Update conversation](https://www.infobip.com/docs/api/customer-engagement/conversations/conversation-management/update-conversation) API endpoint.

## Get conversation

Use the Get conversation API endpoint to retrieve a list of conversations based on selected criteria. Pagination and filtering options are available.

Include any of the optional filters described in the API documentation to refine the results.

#### Response example

```json
{
    "conversations": [
        {
            "id": "37B93F4D2BA3C58B58526EAEAA1AB35C",
            "topic": "Conversation demo topic",
            "summary": null,
            "status": "OPEN",
            "priority": "NORMAL",
            "queueId": null,
            "agentId": null,
            "createdAt": "2025-04-24T11:25:41.058+0000",
            "updatedAt": "2025-04-24T11:25:41.058+0000",
            "channel": "NO_CHANNEL"
        }
    ]
}
```

## Route conversation

Use the Route conversation API endpoint to set a conversation to *Unassigned* and trigger routing again.

This is typically used when handing off a conversation from a bot to an agent. Bots can be created using:

1. Infobip [Flow](https://www.infobip.com/docs/moments/manage-flow) (Moments)
2. [External bot integrations](https://www.infobip.com/docs/conversations/conversations-setup/integrations#external-bots)

Note
Flows are best suited for simple IVR-style scenarios. For chatbot-first handling of new conversation threads with optional escalation to agents (To Agent), see the [Answers](https://www.infobip.com/docs/answers) solution.

You **cannot** route conversations with the *Closed* status.

Refer to [routing setup instructions](https://www.infobip.com/docs/conversations/conversations-setup/basic-settings#routes) for more details.

## Add and remove tags

Use the Add tag to conversation and Remove tag from conversation methods to categorize conversations for assignment or reporting.

The only required parameter is the `conversationId` and the tag name.

Note
Removing a tag **does not** delete the tag itself or the conversation.

Refer to the Conversation management API documentation to learn more about additional API methods for managing conversations.