> ## Documentation Index
> Fetch the complete documentation index at: https://www.text.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Pushes

> Reference of push messages for the Agent Chat RTM API v3.6.

This document contains a reference of **pushes** available in the **Agent Chat API**. Similarly to [webhooks](/api/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](/api/webhooks/v3.6/). 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](/api/agent-chat/v3.6/data-structures#response) `created_at` parameter with the [user's](/api/agent-chat/v3.6/data-structures#users) `events_seen_up_to` field.

## Available pushes

|                   |                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| ----------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Chats**         | [`incoming_chat`](#incoming_chat) [`chat_deactivated`](#chat_deactivated) [`chat_deleted`](#chat_deleted) [`thread_deleted`](#thread_deleted) [`threads_deleted`](#threads_deleted)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| **Chat access**   | [`chat_access_updated`](#chat_access_updated) [`chat_transferred`](#chat_transferred)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| **Chat users**    | [`user_added_to_chat`](#user_added_to_chat) [`user_removed_from_chat`](#user_removed_from_chat)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Events**        | [`incoming_event`](#incoming_event) [`event_deleted`](#event_deleted) [`event_updated`](#event_updated) [`incoming_rich_message_postback`](#incoming_rich_message_postback)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 |
| **Properties**    | [`chat_properties_updated`](#chat_properties_updated) [`chat_properties_deleted`](#chat_properties_deleted) [`thread_properties_updated`](#thread_properties_updated) [`thread_properties_deleted`](#thread_properties_deleted) [`event_properties_updated`](#event_properties_updated) [`event_properties_deleted`](#event_properties_deleted)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             |
| **Thread tags**   | [`thread_tagged`](#thread_tagged) [`thread_untagged`](#thread_untagged)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| **Customers**     | [`incoming_customers`](#incoming_customers) [`incoming_customer`](#incoming_customer) [`customer_updated`](#customer_updated) [`customer_page_updated`](#customer_page_updated) [`customer_properties_values_updated`](#customer_properties_values_updated) [`customer_statistics_updated`](#customer_statistics_updated) [`customer_banned`](#customer_banned) [`customer_transferred`](#customer_transferred) [`customer_left`](#customer_left) [`subscribed_customers_totals_updated`](#subscribed_customers_totals_updated) [`ticket_created`](#ticket_created) [`ticket_deleted`](#ticket_deleted)                                                                                                                                                                                                                                                                                                     |
| **Status**        | [`routing_status_set`](#routing_status_set) [`agent_disconnected`](#agent_disconnected)                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                     |
| **Configuration** | [`agent_created`](#agent_created) [`agent_approved`](#agent_approved) [`agent_updated`](#agent_updated) [`agent_suspended`](#agent_suspended) [`agent_unsuspended`](#agent_unsuspended) [`agent_deleted`](#agent_deleted) [`auto_accesses_updated`](#auto_accesses_updated) [`bot_created`](#bot_created) [`bot_updated`](#bot_updated) [`bot_deleted`](#bot_deleted) [`group_created`](#group_created) [`group_updated`](#group_updated) [`group_deleted`](#group_deleted) [`tag_created`](#tag_created) [`tag_deleted`](#tag_deleted) [`tag_updated`](#tag_updated) [`groups_status_updated`](#groups_status_updated) [`license_properties_updated`](#license_properties_updated) [`group_properties_updated`](#group_properties_updated) [`customer_property_definition_created`](#customer_property_definition_created) [`customer_property_definition_updated`](#customer_property_definition_updated) |
| **Other**         | [`events_marked_as_seen`](#events_marked_as_seen) [`incoming_sneak_peek`](#incoming_sneak_peek) [`incoming_thinking_indicator`](#incoming_thinking_indicator) [`incoming_typing_indicator`](#incoming_typing_indicator) [`incoming_multicast`](#incoming_multicast) [`chat_unfollowed`](#chat_unfollowed) [`queue_positions_updated`](#queue_positions_updated) [`thread_summary_set`](#thread_summary_set) [`incoming_error`](#incoming_error)                                                                                                                                                                                                                                                                                                                                                                                                                                                             |

```json theme={null}
{
  "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.

```json theme={null}
{
  "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. |

```json theme={null}
{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
}
```

***

### chat\_deleted

Indicates that a chat was deleted.

```json theme={null}
{
  "chat_id": "PJ0MRSHTDG"
}
```

***

### thread\_deleted

Indicates that a thread was deleted.

```json theme={null}
{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8"
}
```

***

### threads\_deleted

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

```json theme={null}
{
  "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](/api/agent-chat/v3.6/data-structures#access-1) data structure.

| Field    | Notes                                                                                   |
| -------- | --------------------------------------------------------------------------------------- |
| `id`     | Chat ID                                                                                 |
| `access` | The updated chat [access](/api/agent-chat/v3.6/data-structures#access-1) data structure |

```json theme={null}
{
  "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.                                                                  |

```json theme={null}
{
  "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.       |

```json theme={null}
{
  "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.         |

```json theme={null}
{
  "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](/api/agent-chat/v3.6/data-structures#events) sent to a chat.

```json theme={null}
{
  "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](/api/agent-chat/v3.6/data-structures#events) was deleted.

```json theme={null}
{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event_id": "E2WDHA8A_4"
}
```

***

### event\_updated

Indicates that an [event](/api/agent-chat/v3.6/data-structures#events) was updated.

```json theme={null}
{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event": {}
}
```

***

### incoming\_rich\_message\_postback

Indicates about an incoming [rich message](/api/agent-chat/v3.6/data-structures#rich-message) postback. The push payload contains the info on the postback itself, as well as the chat it was sent in.

```json theme={null}
{
  "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. |

```json theme={null}
{
  "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. |

```json theme={null}
{
  "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. |

```json theme={null}
{
  "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. |

```json theme={null}
{
  "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. |

```json theme={null}
{
  "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. |

```json theme={null}
{
  "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.

```json theme={null}
{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "tag": "bug_report"
}
```

***

### thread\_untagged

Indicates that a chat thread was untagged.

```json theme={null}
{
  "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`](/api/agent-chat/v3.6/rtm/chats#login).

```json theme={null}
{
  "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).

```json theme={null}
{}
```

***

### customer\_updated

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

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ban": {
    "days": 5
  }
}
```

***

### customer\_transferred

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

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

***

### customer\_left

Indicates that a customer left the tracked website.

```json theme={null}
{
  "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.

```json theme={null}
{
  "b7eff798f8df43648059649c35c9ed0c": 123,
  "a0c22fddfb7140b5bfc6a8a0bc3117f7": 321
}
```

***

### ticket\_created

Indicates that a ticket was created for a tracked customer.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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](/api/agent-chat/v3.6/data-structures/#agent) data structure, including empty fields.

```json theme={null}
{
  "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.

```json theme={null}
{
  "id": "smith@example.com"
}
```

***

### agent\_updated

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

```json theme={null}
{
  "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.

```json theme={null}
{
  "id": "smith@example.com"
}
```

***

### agent\_unsuspended

Indicates that an agent's account was unsuspended.

```json theme={null}
{
  "id": "smith@example.com"
}
```

***

### agent\_deleted

Indicates that an agent's account was deleted.

```json theme={null}
{
  "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:

```json theme={null}
[
  {
    "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:

```json theme={null}
[
  {
    "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:

```json theme={null}
[
  {
    "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](/api/configuration/v3.6/bots/list-bots) data structure, including empty fields.

```json theme={null}
{
  "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.

```json theme={null}
{
  "id": "5c9871d5372c824cbf22d860a707a578",
  "name": "New Bot Name"
}
```

***

### bot\_deleted

Indicates that a bot was deleted.

```json theme={null}
{
  "id": "5c9871d5372c824cbf22d860a707a578"
}
```

***

### group\_created

Indicates that a group was created within a license. The payload contains the full state of the [group](/api/configuration/v3.6/groups/list-groups) data structure, including empty fields.

```json theme={null}
{
  "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.

```json theme={null}
{
  "id": 42
}
```

***

### group\_updated

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

```json theme={null}
{
  "id": 42,
  "name": "Sales"
}
```

***

### tag\_created

Indicates that a tag was created within a license. The payload contains the full state of the [tag](/api/configuration/v3.6/tags/list-tags) data structure, including empty fields.

```json theme={null}
{
  "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.

```json theme={null}
{
  "name": "docs_feedback"
}
```

***

### tag\_updated

Indicates that a tag was updated within a license.

```json theme={null}
{
  "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`.

```json theme={null}
{
  "groups": [
    {
      "id": 0,
      "status": "offline"
    }
  ]
}
```

***

### license\_properties\_updated

Indicates about those license properties that were updated.

```json theme={null}
{
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
    }
  }
}
```

***

### group\_properties\_updated

Indicates about those group properties that were updated.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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.

```json theme={null}
{
  "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       |                                                                                                  |

```json theme={null}
{
  "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.

```json theme={null}
{
  "chat_id": "PJ0MRSHTDG"
}
```

***

### queue\_positions\_updated

New positions and wait times for queued chats.

```json theme={null}
[
  {
    "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.

```json theme={null}
{
  "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`](/api/agent-chat/v3.6/rtm/other#request-thread-summary)).

```json theme={null}
{
  "action": "set_thread_summary",
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8"
}
```