Introduction

Good news for sellers: it is now possible to initiate discussions directly with your customers via the API.

On supported sales channels, sellers can open a new conversation thread from their side — without having to wait for the customer to make first contact. This gives sellers more control over the post-order communication experience.

What changed?

Sellers can now initiate a conversation on the following sales channels:

• Maxeda (BRCOBE, PRAXNL)
• Empik (EMPIPL)
• Worten (WORTPT)
• Brico Depot (BRICES, BRICPT)
• Fnac Darty (FNACFR, DARTFR)
• Cultura (CULTFR)
• Kiabi (KIABFR, KIABES, KIABIT)
• Showroom (SHOWES, SHOWBE, SHOWFR, SHOWPT)

Previously, sellers could only reply to conversations started by customers. With this update, sellers can now create new discussion threads directly through the Discussions Management API.

Example

A seller can initiate a new conversation for a given order using the discussions endpoint:

POST /discussions

The request must include the relevant channelCode, the orderId, and the opening message content. On success, the API returns the newly created discussionId, which can then be used to send follow-up messages or retrieve the full conversation thread.

Why it matters

This update gives sellers a proactive communication channel to handle situations that don’t start with a customer message — such as shipping delays, product clarifications, or post-delivery follow-ups.

It also reduces friction for teams managing customer relations across multiple marketplaces, as they can now handle both inbound and outbound discussions through a single unified API.