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Coming soon. Support requests through the API will be available by mid November 2026.
When something in your Reply account doesn’t work as expected, raise a support request through the API, from your code or through your AI agent. Reply’s support team works on it, and you follow the conversation through the API and by email.

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Raise a request

The response is the new request, with its ID (for example CS-1234) and the status new. Your API key needs the support:write scope to raise, answer and cancel requests and to add files, and support:read to read them.

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What helps support most

  • Trace IDs. Every API response carries an X-Trace-Id header. Send the ones from the calls that went wrong in traceIds, and support can look up exactly those calls.
  • When it happened. issueDate tells support which time window to check.
  • Files. Add screenshots, logs or HAR files with Add a file to a support request.
  • A clear description. What you did, what you expected, and what happened instead.
Don’t send secrets. Anything that looks like an API key or a token is removed before a request or an answer is stored.

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How a request moves

Support moves a request between statuses. You can cancel a request at any time; it becomes done. A done request can’t be answered or given more files.

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Hearing back

Support’s answers appear in the request’s messages (from: support), next to yours (from: you), and arrive by email at your account’s address. To follow your requests from code, check List support requests with ?status=needsResponse periodically. A request you have just raised can take a few seconds to show up in the list; Get a support request returns it right away.

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Limits

  • 3 open requests at a time, in any status but done. Raising another returns 409 with openRequestIds.
  • 10 new requests in 24 hours, and 3 a minute. Over that, the API returns 429 with a Retry-After header.
  • 500 requests an hour to the support endpoints, on top of the general rate limits.
  • 10 files per request, 25 MB each.