unblock_support_contact

Let the member behind a support thread write in again after block_support_contact. Messages dropped while blocked are gone.

Purpose

Lift a block placed with block_support_contact. From this moment the member's messages reach the inbox again, and their next message can reopen a resolved thread as anyone else's would.

Nothing is recovered. Messages sent while the block was in place were dropped at ingestion, not held, so there is no backlog to release. Only what the member writes after this call arrives.

Emits support.conversation.unblocked when the block is lifted. Idempotent: unblocking a member who was not blocked changes nothing and emits nothing.

Required ability

support-conversation:update

Input schema

{
  "type": "object",
  "required": ["conversation_id"],
  "properties": {
    "conversation_id": {
      "type": "string",
      "description": "UUID of the support conversation whose member to unblock."
    }
  }
}

Output shape

{
  "data": {
    "id": "9e042b6f-5d81-4c37-a920-7b3e18cf6d45",
    "project_id": "7f3d1c92-8b45-4e6a-9d21-5c8e0a4b6f13",
    "channel": "telegram",
    "status": "resolved",
    "assigned_to_user_id": null,
    "unread_count": 0,
    "blocked": false,
    "first_response_at": "2026-08-20T10:12:00+00:00",
    "resolved_at": "2026-08-21T09:30:00+00:00"
  }
}

status is whatever it was before — unblocking does not reopen the thread. The member's next message will, or reopen_support_conversation can.

Example prompts

"Unblock the member on support conversation 9e042b6f-5d81-4c37-a920-7b3e18cf6d45 — they apologised by email."

"Lift the support block on Jane's thread."

"Which of my blocked contacts should be unblocked now that the promo is over?" (list, read each, then unblock)

Failure modes

VALIDATION_FAILED — the token's owner is on the project's team but their role lacks the support permission on it.
RESOURCE_NOT_FOUND — unknown conversation_id, another creator's thread, or a project outside the token's scope:project: allow-list.
AUTHENTICATION_REQUIRED — no authenticated user on the request.
TOKEN_MISSING_ABILITY — token lacks support-conversation:update.

block_support_contact — the opposite move.
reopen_support_conversation — put the thread back in the queue without waiting for the member.
support.conversation.unblocked — the event this raises.
Support conversations API — POST /v1/support/conversations/{id}/unblock.
Support inbox — the feature walkthrough.