Events

Receive webhook notifications for conversations, messages and activity in ZyndraAI/Talkie.

Enterprise plan required Events are available on the Enterprise plan.

Use events to receive webhook notifications from ZyndraAI/Talkie. Enable the feature, add your webhook endpoint and choose which events to subscribe to.

Set up your webhook

1. Enable events

Turn on the events feature. Enter your webhook endpoint and a token to include when an event is published.

Events settings in ZyndraAI/Talkie

2. Choose your events

Select the events you want to receive, then save your settings. Use the event reference below to review the available payloads.

3. Verify your endpoint

After you save, ZyndraAI/Talkie sends an HTTP POST request to your endpoint with the token you provided.

Expected response: Return the same token with an HTTP 200 OK response.

Available events

Event	Event type	When it occurs
Conversation creation	conversation_create	A new conversation is created.
Message exchange	message	Messages are exchanged between bots, agents and visitors.
Status change	status	A conversation is opened or closed.
Assignee change	assignee_change	A conversation is reassigned from a bot to an agent, or between agents.
Variables	variables	A variable is created or its value is updated.
Labels	conversation_labels	Labels are created or attached to a conversation. The example below shows a deletion action.
Notes	note	A note is added to a conversation.
SLA breached	sla_breached	An SLA breach occurs for a conversation.
Message status	message_status	The delivery status of a message sent by a bot or agent changes.

Event payloads

Each example below shows the payload for an event. The message examples also identify the message type in event.payload.message.type.

Most examples use an events array. The SLA and message-status examples show a single event object.

Conversation creation

Event type: conversation_create A new conversation is created.

{
  "events": [
    {
      "event": {
        "type": "conversation_create",
        "payload": {
          "assigned_to_user": {
            "email": "[e-mail]",
            "id": "8181",
            "type": "bot"
          },
          "created_at": "2023-08-29 04:27:48.236411",
          "title": "Visitor - A27187",
          "bot_id": 8861,
          "channel": {
            "name": 1,
            "provider": 0
          },
          "is_new_visitor": false,
          "is_closed": 0,
          "external_key": "7f984da9a15b4bceb512ecad8ca461051693283267",
          "browser": "Chrome 116 (116.0.0.0)",
          "variables": [
            {
              "type": "text",
              "name": "bot_name",
              "value": "All Dialogs"
            },
            {
              "type": "text",
              "name": "referrer_url",
              "value": ""
            },
            {
              "type": "text",
              "name": "timezone",
              "value": "Asia/Calcutta"
            },
            {
              "type": "text",
              "name": "os",
              "value": "Mac OS X 10_15_7"
            },
            {
              "type": "text",
              "name": "browser_language",
              "value": "en-GB"
            },
            {
              "type": "text",
              "name": "browser",
              "value": "Chrome 116 (116.0.0.0)"
            },
            {
              "type": "text",
              "name": "ip_address",
              "value": "49.249.141.54"
            },
            {
              "type": "text",
              "name": "global_channel_name",
              "value": "WEB"
            },
            {
              "type": "date",
              "name": "conversation_created_at",
              "value": "2023-08-29T04:27:48.183000+00:00"
            },
            {
              "type": "text",
              "name": "conversation_url",
              "value": "https://app.dev.Talkie.se/account/476/live-chat/bot/8861/conversations/unassigned/7f984da9a15b4bceb512ecad8ca461051693283267"
            },
            {
              "type": "text",
              "name": "source_url",
              "value": "https://app.dev.Talkie.se/bot-preview/8Dc98btp4CPu0959442660854eRb8N5u"
            },
            {
              "type": "text",
              "name": "contact_id",
              "value": "a569015fa03d41a283ed4c66c4601966"
            },
            {
              "type": "text",
              "name": "visitor_contact_created_by",
              "value": "ZyndraAI/Talkie Development"
            },
            {
              "type": "text",
              "name": "visitor_age",
              "value": "abc"
            },
            {
              "type": "text",
              "name": "visitor_js1",
              "value": "hj"
            },
            {
              "type": "text",
              "name": "visitor_name",
              "value": "nik"
            }
          ]
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Message exchange

Event type: message Messages are exchanged between bots, agents and visitors.

Examples are grouped into messages and visitor responses.

Message examples

Text · text

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "text",
            "text": "Hiiiii"
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

Image · image

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "image",
            "payload": {
              "link": "https://talkie-conversation-attachment-dev.storage.googleapis.com/8861/Visitor%20-%20A27187-355aaabc63aa46aaa31b4a6ab1a89dd01693458824/30cb79cc-47bd-11ee-8b81-a241eeeaf60f_sample-clouds-400x300.jpg",
              "mime_type": "image/jpeg",
              "file_name": "photo-1579353977828-2a4eab540b9a.jpeg"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Audio · audio

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "audio",
            "payload": {
              "link": "https://bucket-dev.storage.googleapis.com/8791_8292_sWhsBMDwGdJf101716174591uHnJXdSB_attachment.mp3",
              "mime_type": "audio/mpeg",
              "file_name": "file_example_MP3_700KB.mp3"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Video · video

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "video",
            "payload": {
              "link": "https://bucket-dev.storage.googleapis.com/8791_8292_2PoWjoofeMhP101802210051O8eGJvkH_attachment.mp4",
              "mime_type": "video/mp4",
              "file_name": "file_example_MP4_480_1_5MG.mp4"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Document · document

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "document",
            "payload": {
              "link": "https://bucket-dev.storage.googleapis.com/8791_8292_B9DwdqiUy5Ea101257098374GOoPO0Mc_attachment.pdf",
              "mime_type": "application/pdf",
              "file_name": "TICKETS.pdf"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Form · form

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "form",
            "payload": {
              "message": "Please fill in the following details",
              "fields": [
                {
                  "label": "Name",
                  "type": "text",
                  "variable": "¿·$user.info.age·?",
                  "is_optional": false
                },
                {
                  "label": "Email",
                  "type": "email",
                  "variable": "¿·$user.info.email·?",
                  "is_optional": false
                },
                {
                  "label": "Phone",
                  "type": "phone",
                  "variable": "¿·$user.info.phone·?",
                  "is_optional": false
                }
              ]
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

File upload · file_upload

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "file_upload",
            "payload": {
              "title": "Can you please upload your file?",
              "allow_extensions": [
                ".jpg",
                ".png",
                ".pdf",
                ".jpeg"
              ],
              "max_file_size_in_kb": "Can you please upload your file?",
              "upload_file_limit": 1,
              "error_message": {
                "file_size": "Please upload a file below 10 MB",
                "file_extensions": "Please upload a valid file format",
                "file_not_found": "Invalid! Please upload a valid file"
              }
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Calendar · calendar

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "calendar",
            "payload": {
              "auto_open": true,
              "title": "What is your preferred date?",
              "validation": {
                "datepicker_type": "single",
                "start": "",
                "end": "",
                "formatter": "MM/DD/YYYY",
                "exclude_days": [],
                "include": [],
                "selected": "",
                "skip": []
              }
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Button · button

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "button",
            "payload": {
              "search_enabled": false,
              "multi_select_enabled": false,
              "buttons_layout": "horizontal",
              "buttons_order": "as defined",
              "buttons": [
                {
                  "title": "Button 1",
                  "type": "branch",
                  "callback": "",
                  "next_dialog": "6"
                },
                {
                  "title": "Button 2",
                  "type": "web_url",
                  "callback": "{\"web_url\": \"https://www.google.com\", \"browser_window\": \"new\"}",
                  "next_dialog": "5"
                },
                {
                  "title": "Button 3",
                  "type": "branch",
                  "callback": "",
                  "next_dialog": "14"
                }
              ],
              "title": "What would you like to choose?"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

List (WhatsApp) · list

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "list",
            "payload": {
              "header": {
                "type": "text",
                "text": "Hello"
              },
              "footer": "",
              "title": "What would you like to choose?",
              "list": {
                "title": "b-1",
                "sections": [
                  {
                    "title": "c-1",
                    "items": [
                      {
                        "title": "Item 1",
                        "description": "Item-1",
                        "next_dialog": "2"
                      }
                    ]
                  },
                  {
                    "title": "c-2",
                    "items": [
                      {
                        "title": "Item 2",
                        "description": "Item-2",
                        "next_dialog": "2"
                      }
                    ]
                  }
                ]
              }
            }
          }
        }
      },
      "conversation": {
        "key": "8e6884db0c7a480e90b2118f6daae12c1693797745",
        "id": 7525719
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 4395
        }
      },
      "visitor": {
        "key": "8eef41bf4d4248dd82d6a57c5b42fca9",
        "id": 826389
      },
      "timestamp": "2023-09-04 03:41:27.335786"
    }
  ]
}

Carousel · carousel

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "carousel",
            "payload": {
              "title": "Image Carousel 1",
              "items": [
                {
                  "image": "https://talkie-conversation-attachment-dev.storage.googleapis.com/8861_8292_2uMHreVKUmDc100237912704NbQFNlWF_attachment.jpg",
                  "action": ""
                }
              ]
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Slider · slider

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "slider",
            "payload": {
              "title": "What is your preferred value?",
              "min": 10,
              "max": 50,
              "step": "None",
              "unit": {
                "label": "",
                "value": "",
                "formatter": ""
              }
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Appointment booking · appointment_booking

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "appointment_booking",
            "payload": {
              "event_id": 622,
              "duration": {
                "label": "minutes",
                "value": 30
              },
              "title": "fsefgr"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Javascript · javascript

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "message": {
            "type": "javascript",
            "payload": {
              "script": "\"wn.setContactVariables({\"JS1\": \"hj\"});\nwn.setConversationVariables({\"JS2\": \"Mtech\"});\nwindow.alert(5 + 6);\nconsole.log(\"Hello World!\");",
              "execute_at": "client"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Visitor response examples

Button response · button.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "button.response",
            "payload": {
              "body": "Button 1",
              "callback": {}
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

Form response · form.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "form.response",
            "payload": {
              "fields": [
                {
                  "label": "Name",
                  "variable": "¿·$user.info.age·?",
                  "type": "text",
                  "value": "abc",
                  "extra": "None"
                },
                {
                  "label": "Email",
                  "variable": "¿·$user.info.email·?",
                  "type": "email",
                  "value": "[e-mail]",
                  "extra": "None"
                },
                {
                  "label": "Phone",
                  "variable": "¿·$user.info.phone·?",
                  "type": "phone",
                  "value": "[phone]",
                  "extra": {
                    "country_code": "91"
                  }
                }
              ]
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

File upload response · file_upload.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "file_upload.response",
            "payload": {
              "type": "image",
              "payload": {
                "mime_type": "image/jpeg",
                "link": "https://talkie-conversation-attachment-dev.storage.googleapis.com/8861/Visitor%20-%20A27187-355aaabc63aa46aaa31b4a6ab1a89dd01693458824/30cb79cc-47bd-11ee-8b81-a241eeeaf60f_sample-clouds-400x300.jpg",
                "file_name": "sample-clouds-400x300.jpg"
              }
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

Slider response · slider.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "slider.response",
            "payload": {
              "value": 30,
              "text": "30"
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

Appointment booking response · appointment_booking.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "appointment_booking.response",
            "payload": {
              "event_id": 622,
              "is_booking_confirmed": true,
              "is_booking_failed": false,
              "event_name": "fsefgr",
              "visitor_timezone": "(GMT+05:30) Asia/Calcutta",
              "variables": [
                {
                  "type": "text",
                  "name": "visitor_name",
                  "value": "nik1"
                },
                {
                  "type": "text",
                  "name": "param__gcal_selected_slot_time",
                  "value": "10:00"
                },
                {
                  "type": "text",
                  "name": "param__gcal_selected_slot_date",
                  "value": "01/09/2023"
                },
                {
                  "type": "text",
                  "name": "param__gcal_selected_slot_day",
                  "value": "Friday"
                }
              ]
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

Calendly · calendly.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "calendly.response",
            "payload": {
              "variables": {
                "¿·is_calendly_event_scheduled·?": true,
                "¿·calendly_event·?": "https://api.calendly.com/scheduled_events/bddb81e6-36d4-4950-963d-1c436b9f9696",
                "¿·calendly_invitee·?": "https://api.calendly.com/scheduled_events/bddb81e6-36d4-4950-963d-1c436b9f9696/invitees/84a6fc15-eee8-4e37-b976-0c77e3d70083"
              }
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

JavaScript response · javascript.response

{
  "events": [
    {
      "event": {
        "type": "message",
        "payload": {
          "message_by": {
            "email": null,
            "id": null,
            "type": "visitor"
          },
          "message": {
            "type": "javascript.response",
            "payload": {
              "variables": {
                "¿·$user.info.JS1·?": "hj",
                "¿·JS2·?": "Mtech"
              }
            }
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:45.503552"
    }
  ]
}

Status change

Event type: status A conversation is opened or closed.

{
  "events": [
    {
      "event": {
        "type": "status",
        "payload": {
          "closed_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "status": "Close"
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Assignee change

Event type: assignee_change A conversation is reassigned from a bot to an agent, or between agents.

{
  "events": [
    {
      "event": {
        "type": "assignee_change",
        "payload": {
          "changed_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "to": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "from": {
            "id": "8181",
            "email": "[e-mail]",
            "type": "bot"
          }
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Variables

Event type: variables A variable is created or its value is updated.

Text

{
  "events": [
    {
      "event": {
        "type": "variables",
        "payload": {
          "action_performed_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "variables": [
            {
              "type": "text",
              "name": "visitor_var12",
              "value": true
            }
          ]
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Number

{
  "events": [
    {
      "event": {
        "type": "variables",
        "payload": {
          "action_performed_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "variables": [
            {
              "type": "number",
              "name": "visitor_phone123",
              "value": "123456789"
            }
          ]
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Labels

Event type: conversation_labels Labels are created or attached to a conversation. The example below shows a deletion action.

{
  "events": [
    {
      "event": {
        "type": "conversation_labels",
        "payload": {
          "action_performed_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "action": "deleted",
          "labels": [
            {
              "id": 2014
            }
          ]
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

Notes

Event type: note A note is added to a conversation.

{
  "events": [
    {
      "event": {
        "type": "note",
        "payload": {
          "note_by": {
            "email": "[e-mail]",
            "id": "8292",
            "type": "user"
          },
          "note": "Hello"
        }
      },
      "conversation": {
        "key": "42bb83f00d8240e5bb41290a12eb44401693552452",
        "id": 7525695
      },
      "account": {
        "key": "VGYh5KEUxnaS043726528180Llb9R8pe",
        "id": 476,
        "bot": {
          "id": 8861
        }
      },
      "visitor": {
        "key": "a569015fa03d41a283ed4c66c4601966",
        "id": 826373
      },
      "timestamp": "2023-09-01 14:13:32.141788"
    }
  ]
}

SLA breached

Event type: sla_breached An SLA breach occurs for a conversation.

{
  "event": {
    "type": "sla_breached",
    "payload": {
      "breached_by": {
        "email": "[e-mail]",
        "id": 14223
      },
      "breach_timestamp": "2025-12-16 04:50:32.961000"
    }
  },
  "conversation": {
    "key": "80f9f4a1c48a4e77a7ba4e9ba1b01c2e1765860444",
    "id": 7568684
  },
  "account": {
    "key": "4g96HFUC7zkc0910496115822eP9lfZj",
    "id": 2020,
    "bot": {
      "id": 16298,
      "type": "inbound"
    }
  },
  "visitor": {
    "key": "d361fee8f2bb499b893baae661e79066",
    "id": 1910233,
    "name": "",
    "email": "",
    "phone": ""
  },
  "timestamp": "2025-12-16 04:50:33.030544"
}

Message status

Event type: message_status The delivery status of a message sent by a bot or agent changes.

For outbound messages

{
  "event": {
    "type": "message_status",
    "payload": {
      "message_id": "Ca55PnHpUfNd044323394480rVb9YGd5",
      "status": {
        "value": "failed",
        "failed_reason": "Maximum credits exceeded"
      }
    }
  },
  "campaign_details": {
    "request_key": "8llu8f4cdbva044314886759iqg0t5"
  },
  "account": {
    "key": "4g96HFUC7zkc0910496115822eP9lfZj",
    "id": 2020,
    "bot": {
      "id": 16289,
      "type": "outbound"
    }
  },
  "visitor": {
    "key": "3Xge7pr9QF82095213821861xQGzIdu9",
    "id": 941009,
    "name": "hp",
    "email": "[e-mail]",
    "phone": "919327030075"
  },
  "timestamp": "2025-12-16 04:43:24.000000"
}

For inbound messages

{
  "event": {
    "type": "message_status",
    "payload": {
      "message_id": "47FuUoNE7jkU044524077841Ahi61g9d",
      "status": {
        "value": "delivered",
        "failed_reason": null
      }
    }
  },
  "conversation": {
    "key": "c8553a8374234d539d62b4e56169960b1765860322",
    "id": 7568683
  },
  "account": {
    "key": "4g96HFUC7zkc0910496115822eP9lfZj",
    "id": 2020,
    "bot": {
      "id": 16298,
      "type": "inbound"
    }
  },
  "visitor": {
    "key": "d361fee8f2bb499b893baae661e79066",
    "id": 1910233,
    "name": "",
    "email": "",
    "phone": ""
  },
  "timestamp": "2025-12-16 04:45:24.000000"
}