Webhooks

This document contains a reference of available webhooks. Webhooks are helpful for building applications that execute particular behavior in response to various actions, allowing you to create automated flows. In order to receive webhooks, you need to register them first.

💡 Not what you're looking for? Try these instead:

Available webhooks


Chats	`incoming_chat` `chat_deactivated`
Chat access	`chat_access_updated` `chat_transferred`
Chat users	`user_added_to_chat` `user_removed_from_chat`
Events	`incoming_event` `event_deleted` `event_updated` `incoming_rich_message_postback`
Properties	`chat_properties_updated` `chat_properties_deleted` `thread_properties_deleted` `thread_properties_updated` `event_properties_updated` `event_properties_deleted`
Thread tags	`thread_tagged` `thread_untagged`
Status	`routing_status_set`
Customers	`customer_session_fields_updated`
Configuration	`agent_created` `agent_approved` `agent_updated` `agent_suspended` `agent_unsuspended` `agent_deleted` `auto_accesses_updated` `bot_created` `bot_updated` `bot_deleted` `group_created` `group_updated` `group_deleted` `tag_created` `tag_deleted` `tag_updated`
Other	`events_marked_as_seen` `thread_summary_set`

Chats

`incoming_chat`

Indicates about a chat coming with a new thread. The webhook payload contains the whole chat data structure. If the chat was started with some initial events, the thread object contains them.

Specifics


Action	`incoming_chat`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`chat`	Chat data structure

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "incoming_chat",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat": {
    "id": "PJ0MRSHTDG",
    "users": [
      // array of "User" objects
    ],
    "properties": {
      // "Property" object
    },
    "thread": {
      // "Thread" object
      }
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`chat_deactivated`

Indicates that a chat was deactivated by closing the currently open thread.

Specifics


Action	`chat_deactivated`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`user_id`	Missing if a thread was closed by the router.

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "chat_deactivated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c" // optional
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Chat access

`chat_access_updated`

Indicates about the update of a user's access to a particular chat. It contains the updated access data structure.

Specifics


Action	`chat_access_updated`
Push equivalent in	`Agent Chat API`

Webhook payload

Field	Notes
`id`	Chat ID
`access`	The updated chat access data structure

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "chat_access_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "PJ0MRSHTDG",
    "access": {
      "group_ids": [0, 1]
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`chat_transferred`

Indicates that a chat was transferred to a different group or to an agent.

Specifics


Action	`chat_transferred`
Push equivalent in	`Agent Chat API`

Webhook payload

Field	Notes
`thread_id`	Present if the chat is active.
`transferred_to`	IDs of the groups and agents the chat is assigned to after the transfer.
`reason` *	Indicates why the chat was transferred.
`queue`	Present if the chat is queued after the transfer.

*) Possible reasons: manual, inactive, assigned, unassigned, other.

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "chat_transferred",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "requester_id": "jones@example.com",
    "reason": "manual",
    "transferred_to": {
      "group_ids": [ 19 ],
      "agent_ids": ["smith@example.com"],
    },
    "queue": {
      "position": 42,
      "wait_time": 1337,
      "queued_at": "2019-12-09T12:01:18.909000Z"
    }
  }
}

Chat users

`user_added_to_chat`

Indicates that a user (customer or agent) was added to a chat.

Specifics


Action	`user_added_to_chat`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`user_type`	Possible values: `agent`, `customer`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "user_added_to_chat",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "user": {
      // "User > Customer" or "User > Agent" object
    },
    "reason": "manual",
    "requester_id": "smith@example.com"
  },
  "additional_data": {
    "chat_properties": { //optional
      // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`user_removed_from_chat`

Indicates that a user (customer or agent) was removed from a chat.

Specifics


Action	`user_removed_from_chat`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`user_type`	Possible values: `agent`, `customer`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "user_removed_from_chat",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "user_id": "agent@example.com",
    "reason": "manual",
    "requester_id": "smith@example.com"
  },
  "additional_data": {
    "chat_properties": { //optional
      // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Events

`incoming_event`

Indicates about an incoming event sent to a chat.

Specifics


Action	`incoming_event`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "incoming_event",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "event": {
      // "Event" object
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`event_deleted`

Indicates that an event was deleted.

Specifics


Action	`event_deleted`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Sample webhook

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{
"webhook_id": "<webhook_id>",
"secret_key": "<secret_key>",
"action": "event_deleted",
"organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
"payload": {
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "K600PKZON8_4"
},
"additional_data": {
  "chat_properties": { //optional
    // chat properties
  },
  "chat_presence_user_ids": [ //optional
  // User IDs
  ]
}
}

`event_updated`

Indicates that an event was updated.

Specifics


Action	`event_updated`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "event_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "event": {
      // "Event" object
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`incoming_rich_message_postback`

Indicates about an incoming rich message postback. The webhook payload contains the info on the postback itself, as well as the chat it was sent in.

Specifics


Action	`incoming_rich_message_postback`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "incoming_rich_message_postback",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "event_id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
    "postback": {
      "id": "action_yes",
      "toggled": true
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Properties

`chat_properties_updated`

Indicates about those chat properties that were updated.

Specifics


Action	`chat_properties_updated`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "chat_properties_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string value"
      }
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`chat_properties_deleted`

Indicates about those chat properties that were deleted.

Specifics


Action	`chat_properties_deleted`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "chat_properties_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": [
        "string_property"
      ]
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`thread_properties_updated`

Indicates about those thread properties that were updated.

Specifics


Action	`thread_properties_updated`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "thread_properties_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string value"
      }
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`thread_properties_deleted`

Indicates about those thread properties that were deleted.

Specifics


Action	`thread_properties_deleted`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`properties`	Not a full `properties` object. This push shows only the properties that have been recently updated.

Sample webhook

Copied!

{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "thread_properties_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": [
        "string_property"
          ]
      }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`event_properties_updated`

Indicates about those event properties that were updated.

Specifics


Action	`event_properties_updated`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`properties`	This is not a full `properties` object. This webhook shows only the properties that have been recently updated.

Sample webhook

Copied!

{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "event_properties_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "event_id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "property_value"
      }
    }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`event_properties_deleted`

Indicates about those event properties that were deleted.

Specifics


Action	`event_properties_deleted`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Webhook payload

Field	Notes
`properties`	This is not a full `properties` object. This webhook shows only the properties that have been recently updated.

Sample webhook

Copied!

{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "event_properties_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "event_id": "0affb00a-82d6-4e07-ae61-56ba5c36f743",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": [
        "string_property"
          ]
      }
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Thread tags

`thread_tagged`

Indicates that a thread was tagged.

Specifics


Action	`thread_tagged`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "thread_tagged",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "tag": "bug_report"
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`thread_untagged`

Indicates that a thread was untagged.

Specifics


Action	`thread_untagged`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "thread_untagged",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "tag": "bug_report"
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Status

`routing_status_set`

Indicates that an agent's or bot's status has changed.

Specifics


Action	`routing_status_set`
Push equivalent in	`Agent Chat API`

Webhook payload

Field	Notes
`status`	Possible values: `accepting chats`, `not accepting chats`, `offline` (for Bots only)

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "routing_status_set",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "agent_id":"agent1@example.com",
    "status": "accepting chats"
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Customers

`customer_session_fields_updated`

Indicates that a chatting customer's session fields were updated. The webhook will be sent for each active chat the customer has.

Specifics


Action	`customer_session_fields_updated`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "customer_session_fields_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "5280e68c-9692-4212-4ba9-85f7d8af55cd",
    "active_chat": {
        "chat_id": "PJ0MRSHTDG",
        "thread_id": "K600PKZON8"
    }
    ],
    "session_fields": [
      {
        "key": "value"
      }
    ]
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

Configuration

`agent_created`

Indicates that a new agent account was created. The payload contains the full state of the agent data structure, including empty fields.

Specifics


Action	`agent_created`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "agent_created",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "smith@example.com",
    "name": "Agent Smith",
    "role": "viceowner",
    "awaiting_approval": false,
    "groups": [
      {
        "id": 5,
        "priority": "first"
      },
      {
        "id": 2,
        "priority": "last"
      },
      {
        "id": 1,
        "priority": "normal"
      }
    ],
    "notifications": [
      "new_visitor",
      "new_goal",
      "visitor_is_typing"
    ],
    "email_subscriptions": [
      "weekly_summary"
    ],
    "work_scheduler": {
      "timezone": "Europe/Warsaw",
      "schedule": [
        {
          "day": "monday",
          "enabled": true,
          "start": "08:30",
          "end": "12:30"
        },
        {
          "day": "monday",
          "enabled": true,
          "start": "13:30",
          "end": "16:30"
        }
      ]
    }
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`agent_approved`

Indicates that an agent's account was approved and is now active.

Specifics


Action	`agent_approved`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "agent_approved",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "smith@example.com"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`agent_updated`

Indicates that an agent's configuration changed. Contains only the updated properties.

Specifics


Action	`agent_updated`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "agent_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "smith@example.com",
    "work_scheduler": {
      "timezone": "Europe/Warsaw",
      "schedule": [
        {
          "day": "monday",
          "enabled": true,
          "start": "08:30",
          "end": "12:30"
        },
        {
          "day": "monday",
          "enabled": true,
          "start": "13:30",
          "end": "16:30"
        },
        {
          "day": "friday",
          "enabled": true,
          "start": "07:30",
          "end": "21:30"
        }
      ]
    }
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`agent_suspended`

Indicates that an agent's account was suspended.

Specifics


Action	`agent_suspended`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "agent_suspended",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "smith@example.com"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`agent_unsuspended`

Indicates that an agent's account was unsuspended.

Specifics


Action	`agent_unsuspended`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "agent_unsuspended",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "smith@example.com"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`agent_deleted`

Indicates that an agent's account was deleted.

Specifics


Action	`agent_deleted`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "agent_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "smith@example.com"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  }
  "additional_data": {
    // no additional data
  }
}

`auto_accesses_updated`

Indicates that auto access rules were modified. The payload contains an array of all changes done as result of adding, updating, or deleting auto access rule. The resulting payload can contain multiple objects depending on the action:

for the added auto access rule, the payload contains the complete state of the auto access rule data structure, including empty fields.
for the updated auto access rule, the payload contains only the updated properties.
for the deleted auto access rule, the payload confirms the deletion.

Specifics


Action	`auto_accesses_updated`
Push equivalent in	`Agent Chat API`

Sample webhook after adding auto access rule

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "auto_access_added",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": [
    {
        "id": "a2710c4680fa15700ae046940a11a329",
        "next_id": "f65e41f43bbb2fefe3756698ba47caeb",
        "status": "updated"
    },
    {
        "id": "f65e41f43bbb2fefe3756698ba47caeb",
        "description": "",
        "access": {
            "groups": [
                0
            ]
        },
        "conditions": {
            "url": {
                "values": [
                    {
                        "value": "https://www.auto-access.test",
                        "exact_match": false
                    }
                ]
            },
            "domain": {
                "values": [
                    {
                        "value": "https://www.auto-access.test",
                        "exact_match": true
                    }
                ]
            },
            "geolocation": {
                "values": [
                    {
                        "country": "United States",
                        "country_code": "US",
                        "region": "California",
                        "city": "Mountain View"
                    }
                ]
            }
        },
        "next_id": "",
        "status": "added"
    }
  ],
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

Sample webhook after updating auto access rule

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "auto_access_added",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": [
    {
      "id": "a2710c4680fa15700ae046940a11a329",
      "description": "Chats on livechat.com from United States",
      "access": {
        "groups": [ 1 ]
      },
      "conditions": {
        "domain": {
          "values": [
            {
              "value": "livechat.com",
              "exact_match": true
            }
          ]
        },
      "geolocation": {
        "values": [
          {
            "country": "United States",
            "country_code": "US"
          }
        ]
      }
      "next_id": "",
      "status": "updated"
    },
    {
        "id": "f65e41f43bbb2fefe3756698ba47caeb",
        "description": "Auto access updated",
        "next_id": "a2710c4680fa15700ae046940a11a329",
        "status": "updated"
    }
  ],
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

Sample webhook after deleting auto access rule

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "auto_access_added",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": [
    {
        "id": "f65e41f43bbb2fefe3756698ba47caeb",
        "next_id": "",
        "status": "updated"
    },
    {
        "id": "a2710c4680fa15700ae046940a11a329",
        "status": "deleted"
    }
  ],
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`bot_created`

Indicates that a new bot was added. The payload contains the full state of the bot data structure, including empty fields.

Specifics


Action	`bot_created`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "bot_created",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "5c9871d5372c824cbf22d860a707a578",
    "name": "Bot Name",
    "default_group_priority": "first",
    "groups": [
      {
        "id": 0,
        "priority": "normal"
      }
    ],
    "owner_client_id": "asXdesldiAJSq9padj"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`bot_updated`

Indicates that a bot's configuration changed. Contains only the updated properties.

Specifics


Action	`bot_updated`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "bot_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "5c9871d5372c824cbf22d860a707a578",
    "name": "New Bot Name",
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`bot_deleted`

Indicates that a bot was deleted.

Specifics


Action	`bot_deleted`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "bot_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": "5c9871d5372c824cbf22d860a707a578"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`group_created`

Indicates that a group was created within a license. The payload contains the full state of the group data structure, including empty fields.

Specifics


Action	`group_created`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "group_created",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
  "id": 42,
  "name": "sales",
    "language_code": "en",
    "agent_priorities": {
      "agent@example.com": "normal",
      "other_agent@example.com": "first"
    }
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {}
}

`group_deleted`

Indicates that a group was deleted within a license.

Specifics


Action	`group_deleted`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "group_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
      "id": 42
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {}
}

`group_updated`

Indicates that a group was updated within a license. Only changed fields are sent.

Specifics


Action	`group_updated`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "group_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "id": 1,
    "agent_priorities": {
      "agent@example.com": "normal"
    }
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  }
  "additional_data": {}
}

`tag_created`

Indicates that a tag was created within a license. The payload contains the full state of the tag data structure, including empty fields.

Specifics


Action	`tag_created`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "tag_created",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "name": "docs_feedback",
    "group_ids": [ 0, 42 ],
    "created_at": "2019-12-09T12:01:18.909000Z",
    "author_id": "smith@example.com"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`tag_deleted`

Indicates that a tag was deleted within a license.

Specifics


Action	`delete_tag`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "tag_deleted",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "name": "docs_feedback"
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

`tag_updated`

Indicates that a tag was updated within a license.

Specifics


Action	`tag_updated`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "tag_updated",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "name": "docs_feedback",
    "group_ids": [ 0, 42 ]
  },
  "requester": {
    "user_id": "user@example.com",
    "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85",
    "client_id": "1b4237f476826986da63022a76c35bb1"
  },
  "additional_data": {
    // no additional data
  }
}

Other

`events_marked_as_seen`

Indicates that a user has seen events up to a specific time.

Specifics


Action	`events_marked_as_seen`
Push equivalent in	`Agent Chat API` `Customer Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "events_marked_as_seen",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "chat_id": "PJ0MRSHTDG",
    "seen_up_to": "2017-10-12T15:19:21.010200Z"
  },
  "additional_data": {
    "chat_properties": { //optional
        // chat properties
    },
    "chat_presence_user_ids": [ //optional
      // User IDs
    ]
  }
}

`thread_summary_set`

Indicates that a thread summary was generated and set.

Specifics


Action	`thread_summary_set`
Push equivalent in	`Agent Chat API`

Sample webhook

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{
  "webhook_id": "<webhook_id>",
  "secret_key": "<secret_key>",
  "action": "thread_summary_set",
  "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "summary": {
      "status": "ok",
      "text": "• Customer asks about currently available discount codes.  \n• Agent suggests subscribing to the newsletter.  \n• Customer thanks the agent and says goodbye.",
      "updated_at": "2025-12-09T12:01:18.909000Z"
    }
  }
}

Webhooks.css-1g0dr3m{margin-top:8px;}.css-1g0dr3m > label{margin:0 0 5px 0;}.css-1g0dr3m label + div{-webkit-box-pack:end;-webkit-justify-content:flex-end;-ms-flex-pack:end;justify-content:flex-end;}

Chats

incoming_chat

Specifics

Webhook payload

chat_deactivated

Specifics

Webhook payload

Chat access

chat_access_updated

Specifics

Webhook payload

chat_transferred

Specifics

Webhook payload

Chat users

user_added_to_chat

Specifics

Webhook payload

user_removed_from_chat

Specifics

Webhook payload

Events

incoming_event

Specifics

event_deleted

Specifics

event_updated

Specifics

incoming_rich_message_postback

Specifics

Properties

chat_properties_updated

Specifics

Webhook payload

chat_properties_deleted

Specifics

Webhook payload

thread_properties_updated

Specifics

Webhook payload

thread_properties_deleted

Specifics

Webhook payload

event_properties_updated

Specifics

Webhook payload

event_properties_deleted

Specifics

Webhook payload

Thread tags

thread_tagged

Specifics

thread_untagged

Specifics

Status

routing_status_set

Specifics

Webhook payload

Customers

customer_session_fields_updated

Specifics

Configuration

agent_created

Specifics

agent_approved

Specifics

agent_updated

Specifics

agent_suspended

Specifics

agent_unsuspended

Specifics

agent_deleted

Specifics

auto_accesses_updated

Specifics

bot_created

Specifics

bot_updated

Webhooks

`incoming_chat`

`chat_deactivated`

`chat_access_updated`

`chat_transferred`

`user_added_to_chat`

`user_removed_from_chat`

`incoming_event`

`event_deleted`

`event_updated`

`incoming_rich_message_postback`

`chat_properties_updated`

`chat_properties_deleted`

`thread_properties_updated`

`thread_properties_deleted`

`event_properties_updated`

`event_properties_deleted`

`thread_tagged`

`thread_untagged`

`routing_status_set`

`customer_session_fields_updated`

`agent_created`

`agent_approved`

`agent_updated`

`agent_suspended`

`agent_unsuspended`

`agent_deleted`

`auto_accesses_updated`

`bot_created`

`bot_updated`

`bot_deleted`

`group_created`

`group_deleted`

`group_updated`

`tag_created`

`tag_deleted`

`tag_updated`

`events_marked_as_seen`

`thread_summary_set`