Troubleshooting

Status	Meaning	Returned by
400	Invalid request data (e.g., missing required fields, invalid marketplace type); Invalid request data or attempting to update non-custom integration; Cannot delete - account is not a custom integration; Invalid credentials, missing fields, or unsupported grant type; The request is invalid (missing fields, no condition, no accounts, or startDate after endDate).; The request is invalid.; An attachment of the message is stored in an unsupported location; Invalid request body; Invalid filter parameters; Invalid pagination parameters; Invalid request (e.g., missing required fields, chat is closed); Invalid status value; Request validation failed (missing required fields or malformed body).; Invalid pagination parameters (e.g., page size exceeds 100); Invalid paging or date range. The response body carries the reason in its ‘error’ field; Invalid request data; Invalid folder or thread ID; Invalid thread IDs; Invalid request - missing required fields, invalid thread, or an attachment that is too large, of a file type the integration does not accept, or missing its file name. The response body carries the reason in its ‘error’ field; The request is invalid; the body’s error says why.; Invalid date parameters; Invalid year parameter; The request is invalid (e.g. text is missing).; The request is invalid (e.g. subject is missing or too long).; The request is invalid (e.g. title is missing or too long).; The request is invalid (e.g. name is missing).; Invalid request (e.g., empty thread list, too many IDs); Invalid request (e.g., empty list, too many IDs); Invalid request - missing required fields, an account that is not a Custom Integration, or an attachment that is too large, of a blocked file type, or missing its file name. The response body carries the reason in its ‘error’ field; Invalid request (e.g., less than 2 IDs, more than 10 IDs); The note is missing or empty. The response body carries the reason in its ‘error’ field; Invalid request (e.g., past date, too many IDs, invalid date range); Invalid request (e.g., past date, invalid date range); Invalid filter parameters (e.g., page size exceeds 100)	POST /openapi/account/addcustomintegration, PUT /openapi/account/updatecustomintegration, DELETE /openapi/account/{id}, POST /openapi/auth/token, POST /openapi/autoresponder, PUT /openapi/autoresponder/{id}, GET /openapi/bytefiles/messageattachments/{messageId}, PUT /openapi/chat/draft/{chatId}, POST /openapi/chat/paged, GET /openapi/chat/pagedchatmessages/{chatId}, POST /openapi/chat/sendmessage, POST /openapi/chat/status/{chatId}/{status}, POST /openapi/customer, GET /openapi/customer/paged, POST /openapi/feedback/paged, POST /openapi/folderthreads/assignfolderstothreads, DELETE /openapi/folderthreads/deletefolderfromthread, POST /openapi/folderthreads/removefoldersfromthreads, GET /openapi/message/pagedthreadmessages/{threadId}, POST /openapi/message/send, POST /openapi/messagerule, PUT /openapi/messagerule/{id}, POST /openapi/order, POST /openapi/reporting/ai/csvreport, POST /openapi/reporting/aiusagebyactiontypes, POST /openapi/reporting/aiusagebyuser, POST /openapi/reporting/autoresponsesusage, POST /openapi/reporting/avaragetimeinfo, GET /openapi/reporting/billingchatsperchannel, GET /openapi/reporting/billinggeneral, GET /openapi/reporting/billingticketperchannel, POST /openapi/reporting/casescalculation, POST /openapi/reporting/casesstatusesinfo, POST /openapi/reporting/comparecreatedansweredresolved, POST /openapi/reporting/countrieslist, POST /openapi/reporting/dueoverduecountinfo, POST /openapi/reporting/dueoverduepercentageinfo, POST /openapi/reporting/instantmessageschatscount, POST /openapi/reporting/instantmessageschatsperaccount, POST /openapi/reporting/instantmessageschatspermarketplace, POST /openapi/reporting/instantmessagesoverview, POST /openapi/reporting/instantmessagesuserperformance, POST /openapi/reporting/itemssoldineachchannel, POST /openapi/reporting/messagescountinfo, POST /openapi/reporting/moneyfromeachchannel, POST /openapi/reporting/notsentmessagescount, POST /openapi/reporting/productsearnedmoney, POST /openapi/reporting/templatesusage, POST /openapi/reporting/ticketlanguagecountinfo, POST /openapi/reporting/ticketscalculation, POST /openapi/reporting/ticketsperintegration, POST /openapi/reporting/ticketsperlabels, POST /openapi/reporting/ticketspermarketplace, POST /openapi/reporting/ticketsperproduct, POST /openapi/reporting/ticketspertimereport, GET /openapi/reporting/ticketstatisticcsv, GET /openapi/reporting/ticketswithanswer, POST /openapi/reporting/topsellingproducts, POST /openapi/reporting/useractionscount, POST /openapi/reporting/useraveragetimeinfo, POST /openapi/reporting/userchatsactioncountperday, POST /openapi/reporting/userchatsactionscount, POST /openapi/reporting/userchatsaveragetimeinfo, POST /openapi/reporting/userperformance, POST /openapi/reporting/userschatmessagesgeneralinfo, POST /openapi/reporting/userschatmessagesquantitybyhours, POST /openapi/reporting/usersgeneralchatscount, POST /openapi/reporting/usersgeneralticketscount, POST /openapi/reporting/usersmessagesgeneralinfo, POST /openapi/reporting/usersmessagesquantitybyhours, POST /openapi/reporting/usersresolvetimeinfo, POST /openapi/reporting/usersticketsactionscount, POST /openapi/reporting/useruseractioncountperday, POST /openapi/signature, PUT /openapi/signature/{id}, POST /openapi/support/create-ticket, POST /openapi/support/feature-requests, POST /openapi/template, PUT /openapi/template/{id}, POST /openapi/thread/assignuser, GET /openapi/thread/bycontact/{customerId}, POST /openapi/thread/changestarred/{value}, POST /openapi/thread/create, PUT /openapi/thread/draft/{threadId}, POST /openapi/thread/markresolved, POST /openapi/thread/markunresolved, POST /openapi/thread/merge, POST /openapi/thread/note/{threadId}, POST /openapi/thread/snooze, POST /openapi/thread/snoozethread, POST /openapi/thread/ticketsforreading/paged, POST /openapi/user/simple_paged
401	User is not authenticated or authorized; Unauthorized; Authentication failed (wrong password, expired token, etc.); User is not authenticated or authorized.; Missing or invalid authentication token.; User is not authenticated	POST /openapi/account/addcustomintegration, GET /openapi/account/getallcustomintegrations, GET /openapi/account/paged, PUT /openapi/account/updatecustomintegration, GET /openapi/account/{id}, DELETE /openapi/account/{id}, POST /openapi/auth/token, GET /openapi/autoresponder, POST /openapi/autoresponder, GET /openapi/autoresponder/{id}, PUT /openapi/autoresponder/{id}, GET /openapi/bytefiles/messageattachments/{messageId}, GET /openapi/bytefiles/messageattachments/{messageId}/links, GET /openapi/bytefiles/paged, GET /openapi/bytefiles/{id}, POST /openapi/chat/assignuser/{chatId}/{userId}, DELETE /openapi/chat/assignuser/{chatId}/{userId}, GET /openapi/chat/chatsbycustomer/{customerId}, GET /openapi/chat/customer/{chatId}, DELETE /openapi/chat/customer/{chatId}, POST /openapi/chat/customer/{chatId}/{customerId}, PUT /openapi/chat/draft/{chatId}, GET /openapi/chat/paged, POST /openapi/chat/paged, GET /openapi/chat/pagedchatmessages/{chatId}, POST /openapi/chat/sendmessage, POST /openapi/chat/status/{chatId}/{status}, GET /openapi/chat/{id}, POST /openapi/customer, GET /openapi/customer/paged, GET /openapi/customer/{id}, POST /openapi/feedback/paged, GET /openapi/folder, GET /openapi/folder/{id}, POST /openapi/folderthreads/assignfolderstothreads, DELETE /openapi/folderthreads/deletefolderfromthread, POST /openapi/folderthreads/removefoldersfromthreads, GET /openapi/message/pagedthreadmessages/{threadId}, POST /openapi/message/send, GET /openapi/message/threadmessages/{threadId}, GET /openapi/messagerule, POST /openapi/messagerule, GET /openapi/messagerule/{id}, PUT /openapi/messagerule/{id}, GET /openapi/messagetranslate/paged, GET /openapi/messagetranslate/{id}, POST /openapi/order, GET /openapi/order/paged, GET /openapi/order/{id}, GET /openapi/prioritysla/paged, GET /openapi/prioritysla/{id}, GET /openapi/reporting/accstats, POST /openapi/reporting/ai/csvreport, POST /openapi/reporting/aiusagebyactiontypes, POST /openapi/reporting/aiusagebyuser, GET /openapi/reporting/alltimestats, POST /openapi/reporting/autoresponsesusage, POST /openapi/reporting/avaragetimeinfo, GET /openapi/reporting/billingchatsperchannel, GET /openapi/reporting/billinggeneral, GET /openapi/reporting/billingticketperchannel, GET /openapi/reporting/byuser, POST /openapi/reporting/casescalculation, POST /openapi/reporting/casesstatusesinfo, POST /openapi/reporting/comparecreatedansweredresolved, POST /openapi/reporting/countrieslist, POST /openapi/reporting/dueoverduecountinfo, POST /openapi/reporting/dueoverduepercentageinfo, POST /openapi/reporting/instantmessageschatscount, POST /openapi/reporting/instantmessageschatsperaccount, POST /openapi/reporting/instantmessageschatspermarketplace, POST /openapi/reporting/instantmessagesoverview, POST /openapi/reporting/instantmessagesuserperformance, POST /openapi/reporting/itemssoldineachchannel, POST /openapi/reporting/messagescountinfo, POST /openapi/reporting/moneyfromeachchannel, POST /openapi/reporting/notsentmessagescount, POST /openapi/reporting/productsearnedmoney, POST /openapi/reporting/templatesusage, POST /openapi/reporting/ticketlanguagecountinfo, POST /openapi/reporting/ticketscalculation, POST /openapi/reporting/ticketsperintegration, POST /openapi/reporting/ticketsperlabels, POST /openapi/reporting/ticketspermarketplace, POST /openapi/reporting/ticketsperproduct, GET /openapi/reporting/ticketspertime, POST /openapi/reporting/ticketspertimereport, GET /openapi/reporting/ticketstatisticcsv, GET /openapi/reporting/ticketswithanswer, GET /openapi/reporting/todaystats, POST /openapi/reporting/topsellingproducts, POST /openapi/reporting/useractionscount, POST /openapi/reporting/useraveragetimeinfo, POST /openapi/reporting/userchatsactioncountperday, POST /openapi/reporting/userchatsactionscount, POST /openapi/reporting/userchatsaveragetimeinfo, POST /openapi/reporting/userperformance, POST /openapi/reporting/userschatmessagesgeneralinfo, POST /openapi/reporting/userschatmessagesquantitybyhours, POST /openapi/reporting/usersgeneralchatscount, POST /openapi/reporting/usersgeneralticketscount, POST /openapi/reporting/usersmessagesgeneralinfo, POST /openapi/reporting/usersmessagesquantitybyhours, POST /openapi/reporting/usersresolvetimeinfo, POST /openapi/reporting/usersticketsactionscount, POST /openapi/reporting/useruseractioncountperday, GET /openapi/signature, POST /openapi/signature, GET /openapi/signature/{id}, PUT /openapi/signature/{id}, POST /openapi/support/create-ticket, POST /openapi/support/feature-requests, GET /openapi/task/paged, GET /openapi/task/{id}, GET /openapi/template, POST /openapi/template, GET /openapi/template/paged, GET /openapi/template/term, GET /openapi/template/{id}, PUT /openapi/template/{id}, GET /openapi/thread/assignpriority/{threadId}/{id}, POST /openapi/thread/assignuser, GET /openapi/thread/bycontact/{customerId}, GET /openapi/thread/byfeedback/{feedbackId}, GET /openapi/thread/byorder/{orderId}, GET /openapi/thread/byproduct/{productVariationId}, POST /openapi/thread/changestarred/{value}, POST /openapi/thread/create, PUT /openapi/thread/draft/{threadId}, POST /openapi/thread/markresolved, POST /openapi/thread/markunresolved, POST /openapi/thread/merge, POST /openapi/thread/note/{threadId}, GET /openapi/thread/parentthread/{id}, POST /openapi/thread/removeorder/{threadId}, GET /openapi/thread/simplifiedthread/{id}, POST /openapi/thread/snooze, POST /openapi/thread/snoozethread, GET /openapi/thread/threadscount, POST /openapi/thread/ticketsforreading/paged, GET /openapi/thread/unresolvedticketsassignedusers, GET /openapi/threadattachment/paged, GET /openapi/threadattachment/{id}, GET /openapi/user/id_name, GET /openapi/user/me, POST /openapi/user/simple_paged
403	User does not have permission to create integrations; User does not have permission to view integrations; User does not have permission to update integrations; User does not have permission to delete integrations; User does not have the Feedbacks view permission; User does not have access to this thread; User does not have permission to send messages to this thread; User does not have permission to view templates; User does not have permission to create threads; User does not have permission to view company users	POST /openapi/account/addcustomintegration, GET /openapi/account/getallcustomintegrations, PUT /openapi/account/updatecustomintegration, DELETE /openapi/account/{id}, POST /openapi/feedback/paged, GET /openapi/message/pagedthreadmessages/{threadId}, POST /openapi/message/send, GET /openapi/message/threadmessages/{threadId}, GET /openapi/template, GET /openapi/template/term, POST /openapi/thread/create, GET /openapi/thread/simplifiedthread/{id}, GET /openapi/user/id_name, POST /openapi/user/simple_paged
404	Integration with the specified ID was not found; No autoresponder with the given id exists.; Message with the specified ID was not found; Chat or user ID was not found; Customer with the specified ID was not found; Chat or customer ID was not found; Chat with the specified ID was not found; No such folder is available to the current user.; Association not found; Thread with the specified ID was not found; No rule with the given id exists.; No such signature belongs to the current user.; No template with the given id exists.; Thread or priority ID was not found; User ID or one or more thread IDs were not found; Feedback with the specified ID was not found; Order with the specified ID was not found; Product variation with the specified ID was not found; One or more thread IDs were not found; Child thread with the specified ID was not found	PUT /openapi/account/updatecustomintegration, DELETE /openapi/account/{id}, GET /openapi/autoresponder/{id}, PUT /openapi/autoresponder/{id}, GET /openapi/bytefiles/messageattachments/{messageId}/links, POST /openapi/chat/assignuser/{chatId}/{userId}, DELETE /openapi/chat/assignuser/{chatId}/{userId}, GET /openapi/chat/chatsbycustomer/{customerId}, GET /openapi/chat/customer/{chatId}, DELETE /openapi/chat/customer/{chatId}, POST /openapi/chat/customer/{chatId}/{customerId}, PUT /openapi/chat/draft/{chatId}, GET /openapi/chat/pagedchatmessages/{chatId}, POST /openapi/chat/sendmessage, POST /openapi/chat/status/{chatId}/{status}, GET /openapi/folder/{id}, DELETE /openapi/folderthreads/deletefolderfromthread, GET /openapi/message/pagedthreadmessages/{threadId}, POST /openapi/message/send, GET /openapi/message/threadmessages/{threadId}, GET /openapi/messagerule/{id}, PUT /openapi/messagerule/{id}, GET /openapi/signature/{id}, PUT /openapi/signature/{id}, PUT /openapi/template/{id}, GET /openapi/thread/assignpriority/{threadId}/{id}, POST /openapi/thread/assignuser, GET /openapi/thread/bycontact/{customerId}, GET /openapi/thread/byfeedback/{feedbackId}, GET /openapi/thread/byorder/{orderId}, GET /openapi/thread/byproduct/{productVariationId}, POST /openapi/thread/changestarred/{value}, PUT /openapi/thread/draft/{threadId}, POST /openapi/thread/markresolved, POST /openapi/thread/markunresolved, POST /openapi/thread/merge, POST /openapi/thread/note/{threadId}, GET /openapi/thread/parentthread/{id}, POST /openapi/thread/removeorder/{threadId}, GET /openapi/thread/simplifiedthread/{id}, POST /openapi/thread/snooze, POST /openapi/thread/snoozethread
429	Too many authentication attempts, please try again later	POST /openapi/auth/token
502	The support service is unavailable; the ticket was not created. Try again later.; The roadmap service is unavailable; the feature request was not created. Try again later.	POST /openapi/support/create-ticket, POST /openapi/support/feature-requests

400 Bad Request

What you see: the call is refused, usually with a body whose error field says what is wrong.

Why: the request is not valid. Common causes:

• a required field is missing, or the JSON body is malformed;
• an id in the path or query is not a valid UUID;
• count asks for more than 100 items per page;
• sort names a field the API does not allow;
• on POST /openapi/auth/token, a wrong email address or password, a user who is not active, a missing grantType or a refresh token that has expired;
• on POST /openapi/thread/create, a ticket without a message, or for an account that is not a custom integration.

What to do: fix the request using the message, and check the operation’s schema in the API reference. Sending the same request again gives the same answer.

401 Unauthorized

What you see: a 401, usually with an empty body, on a call other than the token operation.

Why: the access token is missing, has expired (after 72 hours) or is not valid. A header without the Bearer prefix counts as missing.

What to do: send Authorization: Bearer <access token>. If the token is older than 72 hours, refresh it or sign in again, then repeat the call once. See Authentication.

403 Forbidden

What you see: the call is refused with no body.

Why: the user the token stands for may not do this.

What to do: sign in as a user who may, or ask an administrator of your Replyco company.

404 Not Found

What you see: the error body, with error naming what was not found, or an empty 404 when the path itself is wrong.

Why: no record with this id exists for your company, or the path does not exist. Paths start with /openapi/ and are written in lower case; paths from older material, such as ones that start with /api/, do not exist.

What to do: take ids from the API’s own answers, and copy paths from the API reference.

204 No Content where you expected a record

What you see: a read of one record by id answers 204 with an empty body.

Why: there is no record with this id for your company.

What to do: treat 204 as “not found”. Check that the id came from the same company’s data.

429 Too Many Requests

What you see: calls are refused for a while, then accepted again.

Why: the user your token stands for exceeded a limit on this operation: 10 calls a second or 60 a minute, 15 a minute on a /paged list, or 2 a minute on the ticket count. For sign-ins the limit is 3 a minute from one IP address.

What to do: wait until the window has passed, then call less often: reuse tokens, ask for larger pages and filter on the server. See Rate limits.

500 Internal Server Error and 502 Bad Gateway

What you see: a 500 or 502 with the error body, whose error field holds a general message and whose correlationId identifies the call.

Why: the call failed on Replyco’s side (500), or a service the operation relies on did not answer and nothing was created (502).

What to do: retry a few times with a growing pause. Before repeating a create, check whether the first attempt created the record. If a 500 keeps coming back, contact Replyco support at help@replyco.com with the correlationId.

Related

• Errors: the error body and which failures to retry.
• Rate limits: every limit and how its window works.
• API reference: each operation’s documented responses.