# Support API reference

> Canonical HTML: https://screenrig.ai/docs/api/support
> Source SHA-256: e0c997a2ab813502f0d99a41d2ed1d3d6b26dbaf1a3d7e514c1cce0278ff8422

Support. This group has 9 operations, each with its authentication, parameters, request body fields, request template and responses. The [API overview](https://screenrig.ai/docs/api.md) covers services, authentication, requests and retries, problem codes and versioning.

Replace uppercase placeholders. Save a schema-valid JSON body in request.json when required. Cookie examples use a local cookie jar from an authenticated session.

## Support

### POST /website/support-messages

**Send a website contact message**

Anonymous same-origin JSON intake for the website contact form. Requires the website Origin and an Idempotency-Key of 20-128 letters, digits, hyphens or underscores. Creates no account or session. Saves the message and reply email before acknowledging it; the support worker delivers them to the configured support Slack channel.

The visitor-supplied email is contact information, never identity proof. Exact retries return the same acknowledgement without another delivery; a changed body with the same key is idempotency_mismatch.

At most 10 new messages per client IP per hour (IPv6 grouped by /64), 3 per email per day and 200 globally per hour; all requests share a 120-per-IP-per-minute limit. Retry-After is authoritative. Messages remain queued during delivery failures; delivered records expire after 30 days.


Operation: submitWebsiteSupportMessage.

- Authentication: none
- Request body: object

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| Origin | header | required |  |
| Idempotency-Key | header | required |  |

#### Request body fields

| Field | Required? | Type | Description |
| --- | --- | --- | --- |
| email | required | string | maxLength: 254 format: "email" |
| message | required | string | Literal message, preserving paragraphs and indentation; whitespace-only text is refused. minLength: 1 maxLength: 4000 |
| website | optional | string | Anti-spam field; leave empty. maxLength: 200 |

#### Request template

~~~sh
curl --request POST --header 'Origin: https://screenrig.ai' --header 'Idempotency-Key: REQUEST_ID' --header 'Content-Type: application/json' --data '@request.json' 'https://screenrig.ai/website/support-messages'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 202 | Message saved for delivery, or an exact retry acknowledged. Contains no contact data. | object (application/json); headers: Cache-Control |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### GET /api/support/status

**Support Status**

Availability and hours for any active project. chat_allowed is true for every active project, including Standard. human_available is true when a person can join the chat on request (Education, Premium and Enterprise); Standard and Plus get documentation and AI support. staffed says whether staff are in their hours now. Luna answers right away on every plan.


Operation: supportStatus.

- Authentication: projectBearer OR dashboardSession
- Request body: none

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |

#### Request template

~~~sh
curl --request GET --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt 'https://screenrig.ai/api/support/status'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 200 | Support result. | SupportStatus (application/json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### GET /api/support/conversations

**List Support Conversations**

Project conversations, newest first, at most 100. Staff unread counts are per authenticated person or agent.


Operation: listSupportConversations.

- Authentication: projectBearer OR dashboardSession
- Request body: none

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| before | query | optional | Conversation ID from the preceding page's next cursor. |

#### Request template

~~~sh
curl --request GET --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt 'https://screenrig.ai/api/support/conversations'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 200 | Support result. | SupportConversationList (application/json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### POST /api/support/conversations

**Create Support Conversation**

Available on every plan; Luna answers first, right away. Where a person can join (human_available on the support status) a request for one pauses Luna for staff; on Standard and Plus it is ignored and Luna answers. Screened before storage or Slack.

An opening message under 8 characters or 3 words returns submission_too_short; one that is not a question or problem returns submission_unclear; spam, link-heavy text, prompt injection and unsafe text return submission_rejected. Rejected text is not retained or sent to Luna, and the problem detail never repeats it.

Credential-shaped text other than ScreenRig credentials (bearer tokens, cloud and API keys, private keys) is replaced with [redacted] before storage; ScreenRig credential material returns invalid_request. A new conversation starts one Slack thread; follow-ups stay in it. Requests with the same key replay for 24 hours, a refusal included.


Operation: createSupportConversation.

- Authentication: projectBearer OR dashboardSession
- Request body: SupportWrite

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| Idempotency-Key | header | required |  |

#### Request body fields

| Field | Required? | Type | Description |
| --- | --- | --- | --- |
| body | required | string | minLength: 1 maxLength: 4000 |
| human_requested | optional | boolean | Ask for a person, which pauses Luna and waits for staff. It counts only where a person can join (human_available: Education, Premium and Enterprise); on Standard and Plus it is ignored and Luna answers. default: false |

#### Request template

~~~sh
curl --request POST --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt --header 'Idempotency-Key: REQUEST_ID' --header 'Content-Type: application/json' --data '@request.json' 'https://screenrig.ai/api/support/conversations'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 201 | Support result. | SupportSubmission (application/json) |
| 422 | The message was refused by screening: submission_too_short or submission_unclear (the opening message only) or submission_rejected. The detail never repeats the text. | Problem (application/problem+json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### GET /api/support/conversations/{id}/messages

**List Support Messages**

Messages in project conversation, ascending sequence, at most 100. Continue after the last message sequence for older conversation pagination. Reading does not acknowledge staff unread state.


Operation: listSupportMessages.

- Authentication: projectBearer OR dashboardSession
- Request body: none

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| id | path | required |  |
| after | query | optional | Project support message sequence; resumes strictly after this position. |

#### Request template

~~~sh
curl --request GET --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt 'https://screenrig.ai/api/support/conversations/RESOURCE_ID/messages'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 200 | Support result. | SupportMessageList (application/json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### POST /api/support/conversations/{id}/messages

**Reply Support Conversation**

Adds a customer message to an open conversation. A follow-up has no minimum length and is never refused as unclear on its own ("thanks", "yes"); it is screened for safety, prompt injection and link spam, refused with submission_rejected, and credential-shaped text is handled as for a new conversation.

Rejected text is not retained, and a refusal replays under the same key for 24 hours.


Operation: replySupportConversation.

- Authentication: projectBearer OR dashboardSession
- Request body: SupportWrite

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| id | path | required |  |
| Idempotency-Key | header | required |  |

#### Request body fields

| Field | Required? | Type | Description |
| --- | --- | --- | --- |
| body | required | string | minLength: 1 maxLength: 4000 |
| human_requested | optional | boolean | Ask for a person, which pauses Luna and waits for staff. It counts only where a person can join (human_available: Education, Premium and Enterprise); on Standard and Plus it is ignored and Luna answers. default: false |

#### Request template

~~~sh
curl --request POST --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt --header 'Idempotency-Key: REQUEST_ID' --header 'Content-Type: application/json' --data '@request.json' 'https://screenrig.ai/api/support/conversations/RESOURCE_ID/messages'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 201 | Support result. | SupportSubmission (application/json) |
| 422 | The message was refused by screening: submission_too_short or submission_unclear (the opening message only) or submission_rejected. The detail never repeats the text. | Problem (application/problem+json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### PUT /api/support/conversations/{id}/read

**Read Support Conversation**

Monotonically acknowledge messages through sequence for this reader. Cannot acknowledge beyond the conversation last_sequence.


Operation: readSupportConversation.

- Authentication: projectBearer OR dashboardSession
- Request body: SupportRead

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| id | path | required |  |

#### Request body fields

| Field | Required? | Type | Description |
| --- | --- | --- | --- |
| sequence | required | integer | minimum: 0 |

#### Request template

~~~sh
curl --request PUT --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt --header 'Content-Type: application/json' --data '@request.json' 'https://screenrig.ai/api/support/conversations/RESOURCE_ID/read'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 200 | Support result. | SupportRead (application/json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### POST /api/support/conversations/{id}/close

**Close Support Conversation**

End this project conversation and cancel pending AI replies. Repeatable; preserves history. Staff can reopen it in Slack.


Operation: closeSupportConversation.

- Authentication: projectBearer OR dashboardSession
- Request body: none

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| id | path | required |  |

#### Request template

~~~sh
curl --request POST --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt 'https://screenrig.ai/api/support/conversations/RESOURCE_ID/close'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 200 | Closed conversation. | SupportConversation (application/json) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |

### GET /stream/support

**Stream Support Messages**

Project support messages on every plan as resumable SSE. event is support.message; id is the project support sequence, data is SupportMessage. after takes precedence over Last-Event-ID. Cursor 0 replays history. Staff, customer and AI messages are distinguished by role. Streams revalidate credentials and active project access.

No screenshot or credential data is sent.


Operation: streamSupportMessages.

- Authentication: projectBearer OR dashboardSession
- Request body: none

#### Parameters

| Name | Send in | Required? | Description |
| --- | --- | --- | --- |
| ScreenRig-Project | header | optional | Deprecated for one release. Must be consistent with the JWT projects grants; adds Deprecation and Warning headers. No token exchange. |
| after | query | optional | Project support message sequence; resumes strictly after this position. |
| Last-Event-ID | header | optional |  |

#### Request template

~~~sh
curl --request GET --header 'Authorization: Bearer [SCREENRIG_TOKEN]' --cookie cookies.txt --cookie-jar cookies.txt 'https://screenrig.ai/stream/support'
~~~

#### Responses

| Status | Meaning | Body and headers |
| --- | --- | --- |
| 200 | Support message SSE. | string (text/event-stream) |
| default | Stable RFC 9457 problem response. A 421 server_draining carries Retry-After of 1 second, a 500 not_ready or dependency_unavailable carries 5, and a 500 manifest_degraded carries 60, unless the handler set a more specific value. | Problem (application/problem+json) |


## Sitemap

See the [public documentation sitemap](https://screenrig.ai/sitemap.md).