Pushes - Text Documentation

This document contains a reference of pushes available in the Agent Chat API. Similarly to webhooks, pushes notify you when specific events occur. They’re usually generated as result of RTM API actions, but it’s also possible to receive them in result of Web API actions. Here’s what you need to know about pushes:

They are generated primarily by RTM API actions, but also by Web API actions.
They notify you when specific events occur.
Can be delivered only in the websocket transport.
You don’t need to register pushes to receive them.
Their equivalents in Web API are webhooks. Pushes and webhooks have similar payloads.
There are no retries for pushes. To determine if a user has seen an event, compare the event’s created_at parameter with the user’s events_seen_up_to field.

Available pushes


Chats	`incoming_chat` `chat_deactivated` `chat_deleted` `thread_deleted` `threads_deleted`
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_updated` `thread_properties_deleted` `event_properties_updated` `event_properties_deleted`
Thread tags	`thread_tagged` `thread_untagged`
Customers	`incoming_customers` `incoming_customer` `customer_updated` `customer_page_updated` `customer_properties_values_updated` `customer_statistics_updated` `customer_banned` `customer_transferred` `customer_left` `subscribed_customers_totals_updated` `ticket_created` `ticket_deleted`
Status	`routing_status_set` `agent_disconnected`
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` `groups_status_updated` `license_properties_updated` `group_properties_updated` `customer_property_definition_created` `customer_property_definition_updated`
Other	`events_marked_as_seen` `incoming_sneak_peek` `incoming_thinking_indicator` `incoming_typing_indicator` `incoming_multicast` `chat_unfollowed` `queue_positions_updated` `thread_summary_set` `incoming_error`

{
  "version": "<api_version>",
  "request_id": "<request_id>",
  "action": "<action>",
  "type": "push",
  "payload": {}
}

Chats

incoming_chat

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

{
  "requester_id": "smith@example.com",
  "chat": {
    "id": "PJ0MRSHTDG",
    "users": [],
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string value"
      }
    },
    "thread": {}
  },
  "transferred_from": {
    "group_ids": [1],
    "agent_ids": ["agent@example.com"]
  }
}

chat_deactivated

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

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

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
}

chat_deleted

Indicates that a chat was deleted.

{
  "chat_id": "PJ0MRSHTDG"
}

thread_deleted

Indicates that a thread was deleted.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8"
}

threads_deleted

Indicates that several threads from a specific date range or with the same tag were deleted.

{
  "date_from": "2017-10-12T15:19:21.010200Z",
  "date_to": "2019-10-12T15:19:21.010200Z",
  "tag": "bug_report"
}

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.

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

{
  "id": "PJ0MRSHTDG",
  "access": {
    "group_ids": [0, 1]
  }
}

chat_transferred

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

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. Possible reasons: `manual`, `inactive`, `assigned`, `unassigned`, `other`.
`queue`	Present if the chat is queued after the transfer.

{
  "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.

Field	Notes
`thread_id`	Present when a user was added to an active chat.
`reason`	Why the user was added.
`requester_id`	Present if the user was added by an agent.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user": {},
  "reason": "manual",
  "requester_id": "smith@example.com"
}

user_removed_from_chat

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

Field	Notes
`thread_id`	Present when a user was removed from an active chat.
`reason`	Why the user was removed.
`requester_id`	Present if the user was removed by an agent.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "agent@example.com",
  "reason": "manual",
  "requester_id": "smith@example.com"
}

Events

incoming_event

Indicates about an incoming event sent to a chat.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event": {
    "id": "Q20163UAHO_2",
    "created_at": "2019-12-05T07:27:08.820000Z",
    "visibility": "all",
    "type": "message",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
        "string_property": "string value"
      }
    },
    "text": "Hello",
    "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
  }
}

event_deleted

Indicates that an event was deleted.

{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event_id": "E2WDHA8A_4"
}

event_updated

Indicates that an event was updated.

{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event": {}
}

incoming_rich_message_postback

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

{
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f7",
  "postback": {
    "id": "action_yes",
    "toggled": true,
    "button_type": "postback",
    "button_value": "yes",
    "ecommerce": {
      "product_id": "12345",
      "option_id": "red-xl",
      "quantity": 1
    }
  }
}

Properties

chat_properties_updated

Indicates about those chat properties that were updated.

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

{
  "chat_id": "PJ0MRSHTDG",
  "properties": {
    "rating": {
      "score": 1,
      "comment": "Well done!"
    }
  }
}

chat_properties_deleted

Indicates about those chat properties that were deleted.

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

{
  "chat_id": "PJ0MRSHTDG",
  "properties": {
    "rating": ["score", "comment"]
  }
}

thread_properties_updated

Indicates about those thread properties that were updated.

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

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "properties": {
    "rating": {
      "score": 1,
      "comment": "Well done!"
    }
  }
}

thread_properties_deleted

Indicates about those thread properties that were deleted.

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

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "properties": {
    "rating": ["score", "comment"]
  }
}

event_properties_updated

Indicates about those event properties that were updated.

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

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "2_E2WDHA8A",
  "properties": {
    "rating": {
      "score": 1,
      "comment": "Well done!"
    }
  }
}

event_properties_deleted

Indicates about those event properties that were deleted.

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

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "2_E2WDHA8A",
  "properties": {
    "rating": ["score", "comment"]
  }
}

Thread tags

thread_tagged

Indicates that a chat thread was tagged.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "tag": "bug_report"
}

thread_untagged

Indicates that a chat thread was untagged.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "tag": "bug_report"
}

Customers

incoming_customers

Indicates about customers the agent should be aware of. It’s sent after login.

{
  "customer_monitoring_level": "invited",
  "customers": [{}]
}

incoming_customer

Indicates that a new or returning customer is available to the agent. It’s sent when:

a new customer registers.
a customer, who previously left the tracked website, returns.
an already followed customer, who was temporarily unavailable to the agent, becomes available again (for example, the customer was transferred between groups).

{}

customer_updated

Indicates that customer’s data changed. The push payload contains the updated fields.

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "name": "Thomas Anderson",
  "email": "t.anderson@example.com",
  "avatar": "https://example.com/avatars/1.jpg",
  "phone_number": "+14155552671",
  "type": "customer",
  "session_fields": [
    {
      "custom_key": "custom_value"
    },
    {
      "another_custom_key": "another_custom_value"
    }
  ],
  "omnichannel": {
    "fbmessenger": [
      {
        "id": "4f0ad8d8-1b7e-4519-8400-fa955eb11d12",
        "name": "Anderson"
      }
    ],
    "twilio": [
      {
        "phone_number": "+14155552671"
      }
    ],
    "whatsapp": [
      {
        "id": "15550000001",
        "name": "Anderson",
        "phone_number": "+15550000001"
      }
    ]
  },
  "address": {
    "address": "1600 Pennsylvania Avenue NW",
    "city": "Washington",
    "country": "United States",
    "state": "DC",
    "postal_code": "20500"
  },
  "cart": {
    "store_uuid": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "store_platform": "shopify",
    "customer_signed_in": true,
    "subtotal": 99.99,
    "total": 109.99,
    "subtotal_usd": 99.99,
    "total_usd": 109.99,
    "currency": "USD",
    "items": [
      {
        "id": 1234567890,
        "quantity": 2,
        "variant_id": 9876543210
      }
    ],
    "last_updated_at": "2017-10-12T15:19:21.010200Z"
  }
}

customer_properties_values_updated

Indicates that the values of customer properties were updated.

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "customer_properties": {
    "550e8400-e29b-41d4-a716-446655440000": {
      "value": 42,
      "last_updated_at": "2026-06-11T12:00:00Z",
      "last_updated_agent_account_id": "464d206a-ba7d-4ce1-98d6-d03f8f14970e",
      "last_updated_agent_client_id": "71d32c598862b01b9e2298281339dbc2"
    }
  }
}

customer_page_updated

Indicates that a customer moved to another page of the website.

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "visit_id": 42,
  "opened_at": "2017-10-12T15:19:21.010200Z",
  "url": "https://www.text.com/",
  "title": "Text - Homepage"
}

customer_statistics_updated

Indicates that the customer’s statistics were updated.

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "statistics": {
    "chats_count": 9,
    "threads_count": 13,
    "visits_count": 14,
    "page_views_count": 15,
    "greetings_accepted_count": 0,
    "greetings_converted_count": 0,
    "tickets_count": 6,
    "tickets_inbox_count": 6,
    "tickets_archive_count": 0,
    "tickets_spam_count": 0,
    "tickets_trash_count": 0,
    "orders_count": 15,
    "last_visit_started_at": "2025-10-17T13:37:15Z"
  }
}

customer_banned

Indicates that a customer was banned for a specified number of days.

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ban": {
    "days": 5
  }
}

customer_transferred

Indicates that a customer is no longer available to the agent.

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "transferred_to": {
    "group_ids": [1]
  },
  "followed": true
}

customer_left

Indicates that a customer left the tracked website.

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "left_at": "2017-10-12T15:19:21.010200Z"
}

subscribed_customers_totals_updated

Indicates that number of customers matching subscription changed. This push is sent periodically once limits are reached.

{
  "b7eff798f8df43648059649c35c9ed0c": 123,
  "a0c22fddfb7140b5bfc6a8a0bc3117f7": 321
}

ticket_created

Indicates that a ticket was created for a tracked customer.

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ticket_id": "0c04cb99-817a-4935-9d62-137c89a74388",
  "silo": "inbox",
  "created_at": "2019-12-05T07:27:08.820000Z"
}

ticket_deleted

Indicates that a ticket was deleted for a tracked customer.

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ticket_id": "0c04cb99-817a-4935-9d62-137c89a74388"
}

Status

routing_status_set

Indicates that an agent’s or bot agent’s status was changed.

{
  "agent_id": "smith@example.com",
  "status": "accepting_chats"
}

agent_disconnected

Indicates that an agent was disconnected. The payload contains the reason of the agent’s disconnection.

{
  "reason": "misdirected_request",
  "data": {
    "region": "fra"
  }
}

Based on the received reason we suggest a different reaction.

Type	Notes	Suggested behavior
`agent_disconnected_by_server`	Agent has been disconnected by the server.	Don’t reconnect.
`agent_logged_out_remotely`	Agent has been logged out remotely.	Don’t reconnect.
`access_token_revoked`	Agent access token has been revoked.	Don’t reconnect.
`connection_evicted`	Sent to the connection that’s replaced by a newly established one, and the new connection exceeded the limit of possible connections.	Don’t reconnect.
`access_token_expired`	Access token lifetime has elapsed.	Reconnect and generate a new access token.
`connection_timeout`	Has not received `ping` from the client for some time, or it’s been too long since the connection was authorized.	Reconnect.
`internal_error`	Internal error.	Reconnect.
`license_expired`	License has expired.	Don’t reconnect.
`license_not_found`	License with the specified ID doesn’t exist.	Don’t reconnect.
`misdirected_connection` *	Agent connected to the server in the wrong region.	Don’t reconnect.
`unsupported_version`	Connecting to an unsupported version of the agent API.	Don’t reconnect.
`too_many_connections`	Agent reached the max. number of connections.	Don’t reconnect.
`too_many_unauthorized_connections`	Agent reached the max. number of unauthorized connections.	Reconnect.
`role_permissions_changed`	Role permissions have been changed.	Reconnect.

*) Also, misdirected_connection returns the correct region value in the optional data object. With this piece of information, the client is able to figure out where it should be connected.

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.

{
  "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"
      }
    ]
  }
}

agent_approved

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

{
  "id": "smith@example.com"
}

agent_updated

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

{
  "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"
      }
    ]
  }
}

agent_suspended

Indicates that an agent’s account was suspended.

{
  "id": "smith@example.com"
}

agent_unsuspended

Indicates that an agent’s account was unsuspended.

{
  "id": "smith@example.com"
}

agent_deleted

Indicates that an agent’s account was deleted.

{
  "id": "smith@example.com"
}

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.

Sample push payload after adding auto access rule:

[
  {
    "id": "dc70916fdc9d02ea0bcdee5b2fa64717",
    "next_id": "b1cd0bfea640f671694110c6ae34356f",
    "status": "updated"
  },
  {
    "id": "b1cd0bfea640f671694110c6ae34356f",
    "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"
  }
]

Sample push payload after updating auto access rule:

[
  {
    "id": "b1cd0bfea640f671694110c6ae34356f",
    "description": "Auto access updated",
    "next_id": "dc70916fdc9d02ea0bcdee5b2fa64717",
    "status": "updated"
  },
  {
    "id": "dc70916fdc9d02ea0bcdee5b2fa64717",
    "next_id": "",
    "status": "updated"
  }
]

Sample push payload after deleting auto access rule:

[
  {
    "id": "b1cd0bfea640f671694110c6ae34356f",
    "next_id": "",
    "status": "updated"
  },
  {
    "id": "dc70916fdc9d02ea0bcdee5b2fa64717",
    "status": "deleted"
  }
]

bot_created

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

{
  "id": "5c9871d5372c824cbf22d860a707a578",
  "name": "Bot Name",
  "default_group_priority": "first",
  "groups": [
    {
      "id": 0,
      "priority": "normal"
    }
  ],
  "owner_client_id": "asXdesldiAJSq9padj"
}

bot_updated

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

{
  "id": "5c9871d5372c824cbf22d860a707a578",
  "name": "New Bot Name"
}

bot_deleted

Indicates that a bot was deleted.

{
  "id": "5c9871d5372c824cbf22d860a707a578"
}

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.

{
  "id": 42,
  "name": "Sales",
  "language_code": "en",
  "agent_priorities": {
    "agent@example.com": "normal",
    "other_agent@example.com": "first"
  }
}

group_deleted

Indicates that a group was deleted within a license.

{
  "id": 42
}

group_updated

Indicates that a group was updated within a license. The push payload only includes the updated fields.

{
  "id": 42,
  "name": "Sales"
}

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.

{
  "name": "docs_feedback",
  "group_ids": [0, 42],
  "created_at": "2019-12-09T12:01:18.909000Z",
  "author_id": "smith@example.com"
}

tag_deleted

Indicates that a tag was deleted within a license.

{
  "name": "docs_feedback"
}

tag_updated

Indicates that a tag was updated within a license.

{
  "name": "docs_feedback",
  "group_ids": [0, 42]
}

groups_status_updated

Indicates that the statuses of groups that the agent has access to were updated. The push payload only includes the updated fields. Possible statuses: accepting_chats, not_accepting_chats, offline.

{
  "groups": [
    {
      "id": 0,
      "status": "offline"
    }
  ]
}

license_properties_updated

Indicates about those license properties that were updated.

{
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
    }
  }
}

group_properties_updated

Indicates about those group properties that were updated.

{
  "group_id": 1,
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
    }
  }
}

customer_property_definition_created

Indicates that a customer property definition was created within an organization. The payload contains the full state of the customer property definition.

{
  "id": "b8375b7f-954f-4155-a372-e46b0f12b135",
  "name": "loyalty_since",
  "type": "timestamp",
  "type_configuration": {
    "format": "date-time"
  },
  "description": "Date the customer joined the loyalty program",
  "created_at": "2026-06-09T07:11:28Z",
  "updated_at": "2026-06-09T07:11:28Z"
}

customer_property_definition_updated

Indicates that a customer property definition was updated within an organization. The payload contains the full current state of the customer property definition, including the fields that didn’t change.

{
  "id": "b8375b7f-954f-4155-a372-e46b0f12b135",
  "name": "loyalty_since",
  "type": "timestamp",
  "type_configuration": {
    "format": "date-time"
  },
  "description": "Date the customer joined the loyalty program",
  "created_at": "2026-06-09T07:11:28Z",
  "updated_at": "2026-06-09T09:15:06Z"
}

Other

incoming_thinking_indicator

Indicates that one of the chat users (an agent or a bot agent) is currently preparing a response. The message hasn’t been sent yet.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "author_id": "smith@example.com",
  "sent_at": "2025-07-16T12:34:56.909000Z",
  "title": "Thinking...",
  "description": "Fetching data from the Billing API...",
  "custom_id": "31-0C-1C-07-DB-16"
}

incoming_typing_indicator

Indicates that one of the chat users (an agent or a bot agent) is currently typing a message. The message hasn’t been sent yet. The push payload contains the typing indicator object.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "typing_indicator": {
    "author_id": "smith@example.com",
    "visibility": "all",
    "timestamp": 1574245378,
    "is_typing": true
  }
}

incoming_sneak_peek

Indicates that a customer is currently typing a message. The push payload contains the sneak peek object.

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "sneak_peek": {
    "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "text": "Hello",
    "timestamp": 1574245378
  }
}

events_marked_as_seen

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

{
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "chat_id": "PJ0MRSHTDG",
  "seen_up_to": "2017-10-12T15:19:21.010200Z"
}

incoming_multicast

Indicates about messages sent via the multicast method or by the system.

Field	Required	Notes
`author_id`	No	Present only if the push was generated by the Multicast method and not sent from the server.
`content`	Yes
`type`	No

{
  "author_id": "smith@example.com",
  "content": {
    "example": {
      "nested": "json"
    }
  },
  "type": "type1"
}

chat_unfollowed

Indicates that a chat has been unfollowed. Useful in multiple connection scenarios, where one app/integration needs to know that another one unfollowed the chat.

{
  "chat_id": "PJ0MRSHTDG"
}

queue_positions_updated

New positions and wait times for queued chats.

[
  {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8",
    "queue": {
      "position": 42,
      "wait_time": 1337
    }
  },
  {
    "chat_id": "PJ0VRSATDS",
    "thread_id": "K60QPKSON9",
    "queue": {
      "position": 43,
      "wait_time": 1373
    }
  }
]

thread_summary_set

Indicates that a thread summary was generated and set.

{
  "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"
  }
}

incoming_error

Indicates an error occurred during processing of an asynchronous query (e.g. after calling request_thread_summary).

{
  "action": "set_thread_summary",
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8"
}

​Available pushes

​Chats

​incoming_chat

​chat_deactivated

​chat_deleted

​thread_deleted

​threads_deleted

​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_updated

​thread_properties_deleted

​event_properties_updated

​event_properties_deleted

​Thread tags

​thread_tagged

​thread_untagged

​Customers

​incoming_customers

​incoming_customer

​customer_updated

​customer_properties_values_updated

​customer_page_updated

​customer_statistics_updated

​customer_banned

​customer_transferred

​customer_left

​subscribed_customers_totals_updated

​ticket_created

​ticket_deleted

​Status

​routing_status_set

​agent_disconnected

​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_deleted

​group_updated

​tag_created

​tag_deleted

​tag_updated

​groups_status_updated

​license_properties_updated

​group_properties_updated

​customer_property_definition_created

​customer_property_definition_updated

​Other

​incoming_thinking_indicator

​incoming_typing_indicator

​incoming_sneak_peek

​events_marked_as_seen

​incoming_multicast

​chat_unfollowed

​queue_positions_updated

​thread_summary_set

​incoming_error