Digital interaction events

Subscribe to this webhook on the Administration > Webhooks page. For more information, refer to Webhooks in the Voiso Documentation Portal.

Event	Description	Webhook
message.received	An agent receives a new reply in an ongoing conversation.	Digital interactions
message.sent	An agent sends a new reply in an ongoing conversation.	Digital interactions
conversation.ended	A digital conversation is archived (ends), and an agent assigns a wrap-up code.	Digital interactions

Message received

The Message Received webhook POSTs the following request when a digital channel message is received. Refer to Webhooks overview for descriptions of the common objects used by this webhook.

 {
  "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

{
  "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

The Message Sent webhook POSTs the following request when a digital channel message is sent by an agent. Refer to Webhooks overview for descriptions of the common objects used by this webhook.

{
  "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

{
  "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

The Conversation Ended webhook POSTs the following request when a digital channel conversation is archived. Refer to Webhooks overview for descriptions of the common objects used by this webhook.

 {
  "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

{
  "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"
    }
  }
}