Idea: type: object properties: id: type: string title: type: string titleAr: type: string description: type: string category: type: string source: type: string status: type: string module: type: string moderationStatus: type: string enum: - pending - approved - rejected visibility: type: string enum: - private - published votes: type: integer officialUpdate: type: string effortScore: type: number benefitScore: type: number priorityScore: type: number priorityBand: type: string internalTags: type: array items: type: string rejectionReason: type: string publishedAt: type: - string - 'null' format: date-time updatedAt: type: string format: date-time Journey: type: object properties: id: type: string format: uuid titleEn: type: string titleAr: type: string publishedVersionId: type: - string - 'null' format: uuid pairId: type: - string - 'null' format: uuid pairVariant: type: - string - 'null' createdAt: type: string format: date-time updatedAt: type: string format: date-time Survey: type: object properties: id: type: string format: uuid name: type: string nameAr: type: string team: type: string createdBy: type: string status: type: string enum: - draft - published - archived themeLogoUrl: type: string themePrimaryColor: type: string targetingRules: type: object properties: {} designId: type: - string - 'null' format: uuid currentVersionId: type: - string - 'null' format: uuid createdAt: type: string format: date-time updatedAt: type: string format: date-time Error: type: object properties: ok: type: boolean example: false error: type: string example: invalid_body message: type: string IdeaMutation: type: object properties: id: type: string title_en: type: string description: type: string status: type: string module: type: string votes: type: integer updated_at: type: string format: date-time JourneyMutation: type: object properties: id: type: string format: uuid title_en: type: string title_ar: type: string created_at: type: string format: date-time updated_at: type: string format: date-time SopWriteBody: type: object required: - ticketDescription - infoToCollect - actionsToTakeFrontline - ticketOwner - actionsToTakeOwner - caseType - accountableTeam - closureApproval description: >- At least one of titleEn/titleAr is required. escalationLevel1 is required except for inquiry. Directory references come from GET /sops/directory. PUT replaces editable content, not a partial patch. Legacy user/role references remain accepted by the service. properties: titleEn: type: string example: Customer refund review titleAr: type: string example: '' ticketDescription: type: string minLength: 30 example: Review the customer's refund request and verify the original payment details. infoToCollect: type: array minItems: 1 items: oneOf: - type: string - type: object properties: text: type: string children: type: array items: type: string example: - Verify the customer details actionsToTakeFrontline: type: array minItems: 1 items: oneOf: - type: string - type: object properties: text: type: string children: type: array items: type: string example: - Verify the customer details ticketOwner: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member actionsToTakeOwner: type: array minItems: 1 items: oneOf: - type: string - type: object properties: text: type: string children: type: array items: type: string example: - Verify the customer details caseType: type: string enum: - complaint - inquiry - suggestion - request - internal_ticket example: complaint priority: type: string enum: - low - medium - high default: medium slaValue: type: integer minimum: 1 maximum: 2147483647 default: 24 slaUnit: type: string enum: - hours - days default: hours accountableTeam: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: team id: replace-with-directory-id label: Support escalationLevel1: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member escalationLevel2: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member closureApproval: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member department: type: string enum: - '' - cx - tech_support - csm - sales - pm - management default: tech_support notifyOnCreation: type: array items: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member example: [] ticketCategory: type: object properties: l1: type: - object - 'null' properties: id: type: string label: type: string l2: type: - object - 'null' properties: id: type: string label: type: string l3: type: - object - 'null' properties: id: type: string label: type: string example: l1: null l2: null l3: null smsNotifications: type: array items: type: string enum: - open - delay - resolution example: [] followUpCall: type: boolean default: false csatSurvey: type: boolean default: false notes: type: string example: '' Sop: type: object properties: id: type: string format: uuid serial: type: string example: TS-0001 status: type: string enum: - draft - under_review - published example: draft titleEn: type: string example: Customer refund review titleAr: type: string example: '' ticketDescription: type: string minLength: 30 example: Review the customer's refund request and verify the original payment details. infoToCollect: type: array minItems: 1 items: oneOf: - type: string - type: object properties: text: type: string children: type: array items: type: string example: - Verify the customer details actionsToTakeFrontline: type: array minItems: 1 items: oneOf: - type: string - type: object properties: text: type: string children: type: array items: type: string example: - Verify the customer details ticketOwner: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member actionsToTakeOwner: type: array minItems: 1 items: oneOf: - type: string - type: object properties: text: type: string children: type: array items: type: string example: - Verify the customer details caseType: type: string enum: - complaint - inquiry - suggestion - request - internal_ticket example: complaint priority: type: string enum: - low - medium - high default: medium slaValue: type: integer minimum: 1 maximum: 2147483647 default: 24 slaUnit: type: string enum: - hours - days default: hours accountableTeam: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: team id: replace-with-directory-id label: Support escalationLevel1: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member escalationLevel2: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member closureApproval: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member department: type: string enum: - '' - cx - tech_support - csm - sales - pm - management default: tech_support notifyOnCreation: type: array items: type: object required: - kind - id - label properties: kind: type: string enum: - person - team id: type: string label: type: string example: kind: person id: replace-with-directory-id label: Directory member example: [] ticketCategory: type: object properties: l1: type: - object - 'null' properties: id: type: string label: type: string l2: type: - object - 'null' properties: id: type: string label: type: string l3: type: - object - 'null' properties: id: type: string label: type: string example: l1: null l2: null l3: null smsNotifications: type: array items: type: string enum: - open - delay - resolution example: [] followUpCall: type: boolean default: false csatSurvey: type: boolean default: false notes: type: string example: '' createdBy: type: string createdAt: type: string format: date-time updatedAt: type: string format: date-time localization: type: object additionalProperties: true Webhook: type: object properties: id: type: string format: uuid name: type: string example: Idea notifications url: type: string format: uri example: https://receiver.example.com/webhooks/lumi secretPrefix: type: string example: whsec_EXAMPLE authenticationConfigured: type: boolean example: true events: type: array items: type: string enum: - idea.submitted - idea.published - idea.status_changed - idea.official_update_added - idea.comment_added - idea.voted - idea.followed enabled: type: boolean createdAt: type: string format: date-time updatedAt: type: string format: date-time WebhookWrite: type: object required: - url - events properties: id: type: string format: uuid description: Include to update a webhook in this workspace; omit to create. name: type: string maxLength: 120 default: Webhook url: type: string format: uri description: Public HTTPS endpoint. Private addresses and redirects are rejected. events: type: array minItems: 1 uniqueItems: true items: type: string enum: - idea.submitted - idea.published - idea.status_changed - idea.official_update_added - idea.comment_added - idea.voted - idea.followed enabled: type: boolean default: false description: >- Creation, URL changes and secret rotation disable delivery. Set true in a later update after configuring the receiver. example: name: Idea notifications url: https://receiver.example.com/webhooks/lumi events: - idea.published enabled: false Pagination: type: object properties: limit: type: integer offset: type: integer total: type: integer hasMore: type: boolean required: - limit - offset - total - hasMore example: limit: 25 offset: 0 total: 1 hasMore: false IdeaWrite: type: object properties: title: type: string maxLength: 160 titleAr: type: string maxLength: 160 description: type: string maxLength: 4000 status: type: string maxLength: 100 description: Configured status value from /ideas/labels. module: type: string maxLength: 100 description: Configured module value from /ideas/labels. required: - title example: title: Improve the onboarding guide description: Add a checklist for the first setup. IdeaPublication: type: object properties: moderationStatus: type: string enum: - pending - approved - rejected visibility: type: string enum: - private - published officialUpdate: type: string maxLength: 2000 category: type: string module: type: string status: type: string effortScore: type: number minimum: 1 maximum: 5 benefitScore: type: number minimum: 1 maximum: 5 internalTags: type: array items: type: string rejectionReason: type: string KbLink: type: object properties: start: type: integer end: type: integer url: type: string KbBlock: type: object properties: type: type: string enum: - heading1 - heading2 - heading3 - paragraph - listItem - note - callout - image - video - file - table - divider - unsupported text: type: string html: type: string note: type: string dir: type: string enum: - ltr - rtl src: type: string url: type: string alt: type: string mediaType: type: string enum: - image - video - file links: type: array items: $ref: '#/KbLink' rows: type: array items: type: array items: type: object properties: text: type: string links: type: array items: $ref: '#/KbLink' images: type: array items: type: string required: - type example: type: paragraph text: Follow these steps to get started. KbCategory: type: object properties: id: type: string format: uuid parentId: type: - string - 'null' format: uuid nameEn: type: string nameAr: type: string slug: type: string icon: type: string sortOrder: type: integer active: type: boolean articleCount: type: integer children: type: array items: $ref: '#/KbCategory' example: [] KbCategoryWrite: type: object properties: parentId: type: - string - 'null' format: uuid nameEn: type: string maxLength: 160 nameAr: type: string maxLength: 160 slug: type: string icon: type: string sortOrder: type: integer active: type: boolean example: nameEn: Getting started nameAr: البدء active: true KbArticleWrite: type: object properties: categoryId: type: - string - 'null' format: uuid titleEn: type: string maxLength: 240 titleAr: type: string maxLength: 240 summaryEn: type: string maxLength: 600 summaryAr: type: string maxLength: 600 contentBlocksEn: type: array items: $ref: '#/KbBlock' maxItems: 500 contentBlocksAr: type: array items: $ref: '#/KbBlock' maxItems: 500 active: type: boolean revision: type: integer minimum: 1 description: Required for edits; use the latest revision returned by GET. example: titleEn: Welcome guide contentBlocksEn: - type: paragraph text: Follow these steps to get started. active: true KbArticle: type: object properties: categoryId: type: - string - 'null' format: uuid titleEn: type: string maxLength: 240 titleAr: type: string maxLength: 240 summaryEn: type: string maxLength: 600 summaryAr: type: string maxLength: 600 contentBlocksEn: type: array items: $ref: '#/KbBlock' maxItems: 500 contentBlocksAr: type: array items: $ref: '#/KbBlock' maxItems: 500 active: type: boolean revision: type: integer id: type: string format: uuid status: type: string enum: - draft - published - archived contentBlocks: type: array items: $ref: '#/KbBlock' createdBy: type: string updatedBy: type: string publishedAt: type: - string - 'null' format: date-time updatedAt: type: string format: date-time openCount30d: type: integer openCountAll: type: integer JourneyContent: type: object description: >- Complete macro (schema: 2) or micro (schema: micro-v1) document. Read-modify-write the returned document to retain all fields. Micro content includes scenarios, step messages, choices, connector rules, timing and support documents. properties: schema: oneOf: - type: integer const: 2 - type: string const: micro-v1 schemaRevision: type: integer stages: type: array items: type: object properties: id: type: string titleEn: type: string titleAr: type: string microJourneyPairs: type: array items: type: object properties: pairId: type: string format: uuid titleEn: type: string titleAr: type: string rows: type: array items: type: object properties: {} cells: type: object properties: {} steps: type: array items: type: object properties: id: type: string titleEn: type: string titleAr: type: string descEn: type: string descAr: type: string channelIcon: type: - string - 'null' enum: - whatsapp - web - app - email - null channelMessageEn: type: string channelMessageAr: type: string kind: type: string enum: - message - question - manual - customer - action waitDays: type: number noteEn: type: string noteAr: type: string ownerTeams: type: array items: type: object properties: id: type: string label: type: string order: type: integer connectors: type: array items: type: object properties: id: type: string fromId: type: string toId: type: string labelEn: type: string labelAr: type: string arrow: type: string enum: - end - both - none customerReply: type: boolean scenarioIds: type: array items: type: string scenarios: type: array items: type: object properties: id: type: string labelEn: type: string labelAr: type: string color: type: string supportDocuments: type: array items: type: object properties: {} additionalProperties: true example: schema: 2 stages: - id: onboarding titleEn: Onboarding titleAr: '' microJourneyPairs: [] rows: [] cells: {} JourneyVersion: type: object properties: id: type: string format: uuid journeyId: type: string format: uuid label: type: string parentVersionId: type: - string - 'null' format: uuid content: $ref: '#/JourneyContent' createdBy: type: string createdAt: type: string format: date-time updatedAt: type: string format: date-time publishedAt: type: - string - 'null' format: date-time revision: type: integer sourceRevision: type: - integer - 'null' legacyOrigin: type: - string - 'null' diagnostics: type: array items: type: object properties: severity: type: string message: type: string JourneyVersionWrite: type: object properties: content: $ref: '#/JourneyContent' versionId: type: string format: uuid parentVersionId: type: string format: uuid label: type: string maxLength: 120 expectedRevision: type: integer minimum: 1 contentContractVersion: type: integer const: 2 requestId: type: string format: uuid description: >- Unique request identifier required for enhanced creation/restoration; reuse only for retrying the identical request. allowStaleSource: type: boolean required: - content example: label: Version 2 content: schema: 2 stages: - id: onboarding titleEn: Onboarding titleAr: '' microJourneyPairs: [] rows: [] cells: {} JourneyPublish: type: object properties: expectedRevision: type: integer contentContractVersion: type: integer const: 2 microSelections: type: object additionalProperties: type: array items: type: object properties: versionId: type: string format: uuid revision: type: integer required: - versionId - revision SurveyCondition: type: object properties: operator: type: string description: >- Type-specific operator; numeric comparisons, text matching, date comparisons, multi-choice membership/count, or known/unknown. value: {} row: type: string required: - operator SurveyVisibility: type: object properties: effect: type: string enum: - show - hide match: type: string enum: - all - any conditions: type: array items: allOf: - $ref: '#/SurveyCondition' - type: object properties: questionId: type: string required: - questionId required: - effect - match - conditions SurveyQuestionOptions: type: object properties: choices: type: array items: type: string choicesEn: type: array items: type: string choicesAr: type: array items: type: string rows: type: array items: type: string columns: type: array items: type: string min: type: number max: type: number visibility: $ref: '#/SurveyVisibility' optionFilters: type: array items: allOf: - $ref: '#/SurveyVisibility' - type: object properties: choice: type: string required: - choice additionalProperties: true SurveyQuestion: type: object properties: id: type: string orderIndex: type: integer type: type: string enum: - welcome - statement - end - redirect - text - email - number - date - yesno - rating - nps - justRight - choice - singleChoice - multiChoice - dropdown - matrix promptEn: type: string promptAr: type: string options: $ref: '#/SurveyQuestionOptions' required: type: boolean routes: type: array items: type: object properties: condition: $ref: '#/SurveyCondition' nextQuestionId: type: string required: - condition - nextQuestionId required: - type - options anyOf: - required: - promptEn - required: - promptAr SurveyVersion: type: object properties: id: type: string format: uuid surveyId: type: string format: uuid versionNumber: type: integer status: type: string enum: - draft - published - archived createdAt: type: string format: date-time publishedAt: type: - string - 'null' format: date-time questions: type: array items: $ref: '#/SurveyQuestion' SurveyDesign: type: object properties: id: type: string format: uuid team: type: string name: type: string config: type: object additionalProperties: true createdAt: type: string format: date-time updatedAt: type: string format: date-time SurveyResult: type: object properties: questionId: type: string format: uuid type: type: string count: type: integer average: type: number distribution: type: object additionalProperties: type: integer textAnswers: type: array items: type: string SurveyResponse: type: object properties: id: type: string format: uuid submittedAt: type: string format: date-time versionId: type: string format: uuid versionNumber: type: integer answers: type: array items: type: object properties: questionId: type: string format: uuid type: type: string value: {} required: - questionId - type - value SopCategories: type: object properties: l1: type: array items: type: object properties: id: type: string label: type: string order: type: integer l2: type: array items: type: object properties: id: type: string label: type: string order: type: integer l3: type: array items: type: object properties: id: type: string label: type: string order: type: integer l1l2: type: array items: type: object properties: l1Id: type: string l2Id: type: string l2l3: type: array items: type: object properties: l2Id: type: string l3Id: type: string SopComment: type: object properties: id: type: string sopId: type: string authorEmail: type: string authorName: type: string body: type: string action: type: string enum: - comment - sent_back - approved createdAt: type: string format: date-time