These webhooks notify your system when a digital channel message is received or sent, or when a conversation ends.

Subscribe to these webhooks on the Administration > Webhooks page. For parameter descriptions, refer to the Webhook Overview article.

Event	Description
message.received	An agent receives a new reply in an ongoing conversation.
message.sent	An agent sends a new reply in an ongoing conversation.
conversation.ended	A digital conversation is archived and a wrap-up code is assigned.

message.received

Use this event to:

Notify agents or CRMs when a new message arrives in an active conversation
Log message metadata for real-time dashboards

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "message.received",
  “object: "message",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //message object 
          //agent object 
          //contact object
          //channel object
          }
}

Example payload

{
  "event": "message.received",
  "object": "message",
  "timestamp": "2024-07-04T12:38:21Z",
  "secret": "87edc123abc787edc7",
  "contact_center_id": "187abc75-3008-44e3-5555-aa0abc12yt703",
  "data": {
    "id": "123450f3-3c33-419e-b8b6-2cb933d014aa",
    "reference_id": null,
    "content_type": "text",
    "content_data": {
      "text": "Hi, can you help me with my request, please."
    },
    "status": "accepted",
    "conversation_id": "f0f749d7-46ad-4abc-b094-4c123f8dbfc8",
    "agent": {
      "id": 487,
      "name": "John S",
      "email": "agent@example.com",
      "extension": "8835"
    },
    "contact": {
      "id": 345,
      "username": "Guest",
      "channel_identifier": "df451a0d1-a3d9-459d-96c2-f23e81f94a6d"
    },
    "channel": {
      "id": "ab5ba051-a8fc-5555-a4ab-cf6f4de6c2ab",
      "type": "chat",
      "name": "premium support"
    }
  }
}

message.sent

Use this event to:

Log outgoing messages sent by agents
Track delivery status and message content in third-party systems

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

{
  "event": "message.sent",
  “object: "message",
  "timestamp": 2024-05-24T08:36:39Z,
  “secret”: "45XXYYZZa08",
  "contact_center_id": "00000000-0000-0000-0000-000000000000" // UUID of the cc
  "data": {
          //message object
          //agent object
          //contact object
          } 
}

Example payload

{
  "event": "message.sent",
  "object": "message",
  "timestamp": "2024-05-24T08:36:39Z",
  "secret": "FAKESECRET12345",
  "contact_center_id": "00000000-0000-0000-0000-000000000000",
  "data": {
    "id": "aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee",
    "reference_id": null,
    "content_type": "text",
    "content_data": {
      "text": "Hello from Contact_Center_Name!"
    },
    "status": "sent",
    "error_message": null,
    "conversation_id": "ffffffff-1111-2222-3333-444444444444",
    "agent": {
      "id": 10001,
      "name": "Support Team",
      "email": "support@example.com",
      "extension": "1010"
    },
    "contact": {
      "id": 55555,
      "username": "John Doe",
      "channel_identifier": "919999999999"
    },
    "channel": {
      "id": "gggggggg-hhhh-iiii-jjjj-kkkkkkkkkkkk",
      "type": "whatsapp",
      "name": "WA 1234567890"
    }
  }
}

conversation.ended

Use this event to:

Detect when a conversation is archived and final metadata is available
Record wrap-up codes, SLA metrics, and contact interaction data

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "conversation.ended",
  “object: "conversation",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //conversation object 
          //SLA object
          //contact object
          //channel object
          }
}

Example payload

{
  "event": "conversation.ended",
  "object": "conversation",
  "timestamp": "2024-07-05T09:44:58Z",
  "secret": "45XXYYZZa08XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703",
  "data": {
    "id": "050d7df0-971e-4c68-adfd-dbe5df9771df",
    "wrapup_code": "Sales Completed",
    "queue": "Omnichannel queue",
    "disposition": "archived",
    "source": "user",
    "sla": {
      "time_to_first_response": 4,
      "time_to_resolution": 14,
      "time_to_reply": 8
    },
    "cpc": 0.04,
    "contact": {
      "id": 1645,
      "username": "Marta Massle",
      "channel_identifier": "6661846620607097"
    },
    "channel": {
      "id": "4422cc29-8f43-4d2e-8d52-5212da820567",
      "type": "instagram",
      "name": "Instagram Support"
    }
  }
}

Note: Use the sla block to track SLA compliance metrics across all digital interactions.

See also