Service request messages

ClaimCenter has the ability for adjusters, vendors, and insureds to create and send messages to each other using Guidewire VendorEngage or another third-party portal. Messages can be in the form of questions or requests for information. When questions are received, ClaimCenter generates an activity to notify the adjuster that a response is required.

While similar to email messages, this messaging capability is not the same as email. These messages are meant to appear in a portal for third-parties. In the ClaimCenter user interface, a Messages card is visible for each service request where adjusters can work with messages.

Querying for service request messages

The following Claim API endpoints can be used to request information about service request messages:

Endpoint Response
GET /claims/{claimId}/service-requests/{serviceRequestId}/messages All messages for the specified service request.
GET /claims/{claimId}/service-requests/{serviceRequestId}/messages/{serviceRequestMessageId} The specified message.

For example, the following request retrieves details on a message with ID cc:SteL7UYCTfqXt919wqHK7:

Command

GET claim/v1/claims/demo_sample:1/service-requests/cc:Sv7suSH2Vse5mi4tes404/messages/cc:SteL7UYCTfqXt919wqHK7
Response
{
    "data": {
        "attributes": {
            "body": "I added the revised quote, you should now see it on the portal.",
            "id": "cc:SteL7UYCTfqXt919wqHK7",
            "sendDate": "2025-02-26T20:30:35.518Z",
            "sentFromPortal": false,
            "title": "Re: Need to get revision on quote",
            "type": {
                "code": "info",
                "name": "Information"
            },
            "user": {
                "displayName": "Andy Applegate",
                "id": "demo_sample:1",
                "type": "User",
                "uri": "/admin/v1/users/demo_sample:1"
            }
        },
        "checksum": "0",
        "links": {
            "self": {
                "href": "/claim/v1/claims/demo_sample:1/service-requests/cc:Sv7suSH2Vse5mi4tes404/messages/cc:SteL7UYCTfqXt919wqHK7",
                "methods": [
                    "get"
                ]
            }
        }
    }
}

POSTing messages

You can create messages through Cloud API.

To create a message, use:

  • POST /claims/{claimId}/service-requests/{serviceRequestId}/messages

Minimum creation criteria

The following fields are required and must be provided to create a message:
  • body: A string value with a maximum of 65,000 characters. This is the body of the message.
  • sentFromPortal: A Boolean value. If true, the message was sent to ClaimCenter from an external portal. If false, the message was sent from ClaimCenter to a vendor or insured.
  • title: A string value with a maximum of 255 characters. This is the title of the message (similar to the subject line of an email).
  • type: A typekey from the ServiceRequestMessageType typelist. The typecodes are info (for informational messages) and question (for questions that require a response with an answer).

Creating a message with minimal criteria

In the following example, a service request message is created with the minimum criteria:

Command

POST claim/v1/claims/demo_sample:1/service-requests/cc:Sv7suSH2Vse5mi4tes404/messages

Request

{
  "data": {
    "attributes": {
      "body": "Please call me at your earliest convenience.",
      "sentFromPortal" : true,
      "title": "Call",
      "type": {
        "code": "question"
      }
    }
  }
}

Response

{
    "data": {
        "attributes": {
            "body": "Please call me at your earliest convenience.",
            "id": "cc:S6uMLwQT4eRtZT3jsCzHl",
            "sendDate": "2025-03-10T05:48:56.552Z",
            "sentFromPortal": true,
            "title": "Call",
            "type": {
                "code": "question",
                "name": "Question"
            },
            "user": {
                "displayName": "Andy Applegate",
                "id": "demo_sample:1",
                "type": "User",
                "uri": "/admin/v1/users/demo_sample:1"
            }
        },
        "checksum": "0",
        "links": {
            "self": {
                "href": "/claim/v1/claims/demo_sample:1/service-requests/cc:Sv7suSH2Vse5mi4tes404/messages/cc:S6uMLwQT4eRtZT3jsCzHl",
                "methods": [
                    "get"
                ]
            }
        }
    }
}

During creation of a message, the user performing the POST request affects certain behavior.

The contact and user schema properties are writable only for standalone services. Requests with these properties from other caller types will result in a 404 error. Additionally, either contact or user must be specified when creating a new service request message, but not both.
Note: If a ClaimCenter user authenticates in the POST request, that information is supplied (as user).
The contact and user properties in the response are populated based on the individual who created the message.

  • If the message is created by a service provider (such as a vendor) or by a service with a user context specifying a service provider, the contact schema property references the service provider's information.

  • If the message is created by an internal ClaimCenter user or a service with a user context specifying an internal user, the user schema property references the internal user's information.

Activity creation

If you wish to create an activity in ClaimCenter if an inbound message from a vendor is of type "question", you must perform another POST request to create an activity and supply the vendor_sent_question_message activity pattern.

The following example creates an activity in ClaimCenter to react to an inbound question message:

Command
POST /claim/v1/claims/{claimId}/activities
Request
{
  "data": {
    "attributes": {
 	   "activityPattern": "vendor_sent_question_message",
       "description": "Check the service request message and reply to the vendor.",
       "subject": "Vendor message"
    }
  }
}
Note: This behavior is different than the behavior when using ServiceRequestAPI Web Service (SOAP) calls. The ServiceRequestAPI web service method creates an activity automatically. See Send message to a service request.

See also