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Tasks raised over Slack, email or a mailbox carry a thread with the requester. direction is inbound for messages from the requester and outbound for replies back to them. A reply written by an agent sets sender_agent: its id is the agent’s record id and its counsel_id is the agent id List Agents returns. counsel_id added 2026-09-05. direction does not tell you whether an outbound reply reached the requester — read delivery_status for that. It is sent once the channel confirmed delivery, and draft while the reply is only staged in a connected mailbox for its owner to review and send. failed and canceled are reserved for a reply that was attempted and did not arrive. Treat anything other than sent as not delivered, including a value your integration does not recognise. Inbound messages are always sent.
The requester thread is behind its own feature flag, separate from tasks. These two endpoints return 404 unless it is enabled for your organization.