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Digital interaction events

The digital interaction webhooks are triggered when a message or conversation event occurs.

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.

EventDescription
message.receivedAn agent receives a new reply in an ongoing conversation.
message.sentAn agent sends a new reply in an ongoing conversation.
conversation.endedA 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": "[email protected]",
      "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 Voiso!"
    },
    "status": "sent",
    "error_message": null,
    "conversation_id": "ffffffff-1111-2222-3333-444444444444",
    "agent": {
      "id": 10001,
      "name": "Support Team",
      "email": "[email protected]",
      "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