> ## 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. # Webhooks > Reference of available Text webhooks. Use webhooks to build automated flows in your integrations. This document contains a reference of available webhooks. Webhooks are helpful for building applications that execute particular behavior in response to various actions, allowing you to create automated flows. In order to receive webhooks, you need to [register](/api/configuration/v3.6/webhooks/register-webhook) them first. ## Available webhooks | | | | ----------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Chats** | [`incoming_chat`](#incoming_chat) [`chat_deactivated`](#chat_deactivated) | | **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_deleted`](#thread_properties_deleted) [`thread_properties_updated`](#thread_properties_updated) [`event_properties_updated`](#event_properties_updated) [`event_properties_deleted`](#event_properties_deleted) | | **Thread tags** | [`thread_tagged`](#thread_tagged) [`thread_untagged`](#thread_untagged) | | **Status** | [`routing_status_set`](#routing_status_set) | | **Customers** | [`customer_session_fields_updated`](#customer_session_fields_updated) | | **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) | | **Other** | [`events_marked_as_seen`](#events_marked_as_seen) [`thread_summary_set`](#thread_summary_set) | ## Chats ### `incoming_chat` Indicates about a chat coming with a new thread. The webhook payload contains the whole [chat data structure](/api/agent-chat/v3.6/data-structures#chats). If the chat was started with some initial events, the [thread object](/api/agent-chat/v3.6/data-structures#threads) contains them. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `incoming_chat` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#incoming_chat), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#incoming_chat) | **Webhook payload** | Field | Notes | | ------ | ---------------------------------------------------------------------- | | `chat` | The [chat data structure](/api/agent-chat/v3.6/data-structures#chats). | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "incoming_chat", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat": { "id": "PJ0MRSHTDG", "users": [ // array of "User" objects ], "properties": { // "Property" object }, "thread": { // "Thread" object } } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `chat_deactivated` Indicates that a chat was deactivated by closing the currently open thread. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `chat_deactivated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#chat_deactivated), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#chat_deactivated) | **Webhook payload** | Field | Notes | | --------- | --------------------------------------------- | | `user_id` | Missing if a thread was closed by the router. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "chat_deactivated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c" // optional }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Chat access ### `chat_access_updated` Indicates about the update of a user's access to a particular chat. It contains the updated [access](/api/agent-chat/v3.6/data-structures#access) data structure. **Specifics** | | | | ---------------------- | --------------------------------------------------------------------- | | **Action** | `chat_access_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#chat_access_updated) | **Webhook payload** | Field | Notes | | -------- | -------------------------------------------------------------------------------------- | | `id` | The chat ID. | | `access` | The updated chat [access](/api/agent-chat/v3.6/data-structures#access) data structure. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "chat_access_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "PJ0MRSHTDG", "access": { "group_ids": [0, 1] } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `chat_transferred` Indicates that a chat was transferred to a different group or to an agent. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------ | | **Action** | `chat_transferred` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#chat_transferred) | **Webhook payload** | Field | Notes | | ---------------- | ------------------------------------------------------------------------------------------------------------------ | | `thread_id` | Present if the chat is active. | | `transferred_to` | The 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 title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "chat_transferred", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "requester_id": "jones@example.com", "reason": "manual", "transferred_to": { "group_ids": [19], "agent_ids": ["smith@example.com"] }, "queue": { "position": 42, "wait_time": 1337, "queued_at": "2019-12-09T12:01:18.909000Z" } } } ``` *** ## Chat users ### `user_added_to_chat` Indicates that a user (customer or agent) was added to a chat. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ | | **Action** | `user_added_to_chat` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#user_added_to_chat), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#user_added_to_chat) | **Webhook payload** | Field | Notes | | ----------- | ------------------------------------- | | `user_type` | Possible values: `agent`, `customer`. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "user_added_to_chat", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "user": { // "User > Customer" or "User > Agent" object }, "reason": "manual", "requester_id": "smith@example.com" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `user_removed_from_chat` Indicates that a user (customer or agent) was removed from a chat. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `user_removed_from_chat` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#user_removed_from_chat), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#user_removed_from_chat) | **Webhook payload** | Field | Notes | | ----------- | ------------------------------------- | | `user_type` | Possible values: `agent`, `customer`. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "user_removed_from_chat", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "user_id": "agent@example.com", "reason": "manual", "requester_id": "smith@example.com" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Events ### `incoming_event` Indicates about an incoming [event](/api/agent-chat/v3.6/data-structures#events) sent to a chat. **Specifics** | | | | ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `incoming_event` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#incoming_event), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#incoming_event) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "incoming_event", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "event": { // "Event" object } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `event_deleted` Indicates that an [event](/api/agent-chat/v3.6/data-structures#events) was deleted. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `event_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#event_deleted), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#event_deleted) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "event_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "event_id": "K600PKZON8_4" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `event_updated` Indicates that an [event](/api/agent-chat/v3.6/data-structures#events) was updated. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `event_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#event_updated), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#event_updated) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "event_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "event": { // "Event" object } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `incoming_rich_message_postback` Indicates about an incoming [rich message](/api/agent-chat/v3.6/data-structures#rich-message) postback. The webhook payload contains the info on the postback itself, as well as the chat it was sent in. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Action** | `incoming_rich_message_postback` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#incoming_rich_message_postback), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#incoming_rich_message_postback) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "incoming_rich_message_postback", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "event_id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", "postback": { "id": "action_yes", "toggled": true, "button_type": "url", "button_value": "https://example.com", "ecommerce": { "product_id": "12345", "option_id": "red-xl", "quantity": 2 } } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Properties ### `chat_properties_updated` Indicates about those chat properties that were updated. **Specifics** | | | | ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `chat_properties_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#chat_properties_updated), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#chat_properties_updated) | **Webhook payload** | Field | Notes | | ------------ | ---------------------------------------------------------------------------------------------------- | | `properties` | Not a full `properties` object. This push shows only the properties that have been recently updated. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "chat_properties_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "properties": { "0805e283233042b37f460ed8fbf22160": { "string_property": "string value" } } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `chat_properties_deleted` Indicates about those chat properties that were deleted. **Specifics** | | | | ---------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `chat_properties_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#chat_properties_deleted), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#chat_properties_deleted) | **Webhook payload** | Field | Notes | | ------------ | ---------------------------------------------------------------------------------------------------- | | `properties` | Not a full `properties` object. This push shows only the properties that have been recently updated. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "chat_properties_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "properties": { "0805e283233042b37f460ed8fbf22160": ["string_property"] } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `thread_properties_updated` Indicates about those thread properties that were updated. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `thread_properties_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#thread_properties_updated), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#thread_properties_updated) | **Webhook payload** | Field | Notes | | ------------ | ---------------------------------------------------------------------------------------------------- | | `properties` | Not a full `properties` object. This push shows only the properties that have been recently updated. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "thread_properties_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "properties": { "0805e283233042b37f460ed8fbf22160": { "string_property": "string value" } } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `thread_properties_deleted` Indicates about those thread properties that were deleted. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Action** | `thread_properties_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#thread_properties_deleted), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#thread_properties_deleted) | **Webhook payload** | Field | Notes | | ------------ | ---------------------------------------------------------------------------------------------------- | | `properties` | Not a full `properties` object. This push shows only the properties that have been recently updated. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "thread_properties_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "properties": { "0805e283233042b37f460ed8fbf22160": ["string_property"] } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `event_properties_updated` Indicates about those event properties that were updated. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Action** | `event_properties_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#event_properties_updated), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#event_properties_updated) | **Webhook payload** | Field | Notes | | ------------ | ------------------------------------------------------------------------------------------------------- | | `properties` | Not a full `properties` object. This webhook shows only the properties that have been recently updated. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "event_properties_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "event_id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", "properties": { "0805e283233042b37f460ed8fbf22160": { "string_property": "property_value" } } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `event_properties_deleted` Indicates about those event properties that were deleted. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Action** | `event_properties_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#event_properties_deleted), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#event_properties_deleted) | **Webhook payload** | Field | Notes | | ------------ | ------------------------------------------------------------------------------------------------------- | | `properties` | Not a full `properties` object. This webhook shows only the properties that have been recently updated. | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "event_properties_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "event_id": "0affb00a-82d6-4e07-ae61-56ba5c36f743", "properties": { "0805e283233042b37f460ed8fbf22160": ["string_property"] } }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Thread tags ### `thread_tagged` Indicates that a thread was tagged. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `thread_tagged` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#thread_tagged) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "thread_tagged", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "tag": "bug_report" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `thread_untagged` Indicates that a thread was untagged. **Specifics** | | | | ---------------------- | ----------------------------------------------------------------- | | **Action** | `thread_untagged` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#thread_untagged) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "thread_untagged", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "tag": "bug_report" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Status ### `routing_status_set` Indicates that an agent's or bot's status has changed. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------- | | **Action** | `routing_status_set` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#routing_status_set) | **Webhook payload** | Field | Notes | | -------- | ------------------------------------------------------------------------------------- | | `status` | Possible values: `accepting chats`, `not accepting chats`, `offline` (for bots only). | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "routing_status_set", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "agent_id": "agent1@example.com", "status": "accepting chats" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Customers ### `customer_session_fields_updated` Indicates that a chatting customer's session fields were updated. The webhook will be sent for each active chat the customer has. **Specifics** | | | | ---------- | --------------------------------- | | **Action** | `customer_session_fields_updated` | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "customer_session_fields_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "5280e68c-9692-4212-4ba9-85f7d8af55cd", "active_chat": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8" }, "session_fields": [ { "key": "value" } ] }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ## Configuration ### `agent_created` Indicates that a new agent account was created. The payload contains the full state of the [agent](/api/agent-chat/v3.6/data-structures#agent) data structure, including empty fields. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `agent_created` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#agent_created) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "agent_created", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "smith@example.com", "name": "Agent Smith", "role": "viceowner", "awaiting_approval": false, "groups": [ { "id": 5, "priority": "first" }, { "id": 2, "priority": "last" }, { "id": 1, "priority": "normal" } ], "notifications": ["new_visitor", "new_goal", "visitor_is_typing"], "email_subscriptions": ["weekly_summary"], "work_scheduler": { "timezone": "Europe/Warsaw", "schedule": [ { "day": "monday", "enabled": true, "start": "08:30", "end": "12:30" }, { "day": "monday", "enabled": true, "start": "13:30", "end": "16:30" } ] } }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `agent_approved` Indicates that an agent's account was approved and is now active. **Specifics** | | | | ---------------------- | ---------------------------------------------------------------- | | **Action** | `agent_approved` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#agent_approved) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "agent_approved", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "smith@example.com" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `agent_updated` Indicates that an agent's configuration changed. Contains only the updated properties. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `agent_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#agent_updated) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "agent_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "smith@example.com", "work_scheduler": { "timezone": "Europe/Warsaw", "schedule": [ { "day": "monday", "enabled": true, "start": "08:30", "end": "12:30" }, { "day": "monday", "enabled": true, "start": "13:30", "end": "16:30" }, { "day": "friday", "enabled": true, "start": "07:30", "end": "21:30" } ] } }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `agent_suspended` Indicates that an agent's account was suspended. **Specifics** | | | | ---------------------- | ----------------------------------------------------------------- | | **Action** | `agent_suspended` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#agent_suspended) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "agent_suspended", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "smith@example.com" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `agent_unsuspended` Indicates that an agent's account was unsuspended. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------- | | **Action** | `agent_unsuspended` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#agent_unsuspended) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "agent_unsuspended", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "smith@example.com" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `agent_deleted` Indicates that an agent's account was deleted. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `agent_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#agent_deleted) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "agent_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "smith@example.com" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `auto_accesses_updated` Indicates that auto access rules were modified. The payload contains an array of all changes done as result of adding, updating, or deleting auto access rule. The resulting payload can contain multiple objects depending on the action: * For the **added** auto access rule: the payload contains the complete state of the auto access rule data structure, including empty fields. * For the **updated** auto access rule: the payload contains only the updated properties. * For the **deleted** auto access rule: the payload confirms the deletion. **Specifics** | | | | ---------------------- | ----------------------------------------------------------------------- | | **Action** | `auto_accesses_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#auto_accesses_updated) | ```json title="Sample webhook after adding auto access rule" theme={null} { "webhook_id": "", "secret_key": "", "action": "auto_accesses_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": [ { "id": "a2710c4680fa15700ae046940a11a329", "next_id": "f65e41f43bbb2fefe3756698ba47caeb", "status": "updated" }, { "id": "f65e41f43bbb2fefe3756698ba47caeb", "description": "", "access": { "groups": [0] }, "conditions": { "url": { "values": [ { "value": "https://www.auto-access.test", "exact_match": false } ] }, "domain": { "values": [ { "value": "https://www.auto-access.test", "exact_match": true } ] }, "geolocation": { "values": [ { "country": "United States", "country_code": "US", "region": "California", "city": "Mountain View" } ] } }, "next_id": "", "status": "added" } ], "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` ```json title="Sample webhook after updating auto access rule" theme={null} { "webhook_id": "", "secret_key": "", "action": "auto_accesses_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": [ { "id": "a2710c4680fa15700ae046940a11a329", "description": "Chats on text.com from United States", "access": { "groups": [1] }, "conditions": { "domain": { "values": [{ "value": "text.com", "exact_match": true }] }, "geolocation": { "values": [{ "country": "United States", "country_code": "US" }] } }, "next_id": "", "status": "updated" }, { "id": "f65e41f43bbb2fefe3756698ba47caeb", "description": "Auto access updated", "next_id": "a2710c4680fa15700ae046940a11a329", "status": "updated" } ], "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` ```json title="Sample webhook after deleting auto access rule" theme={null} { "webhook_id": "", "secret_key": "", "action": "auto_accesses_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": [ { "id": "f65e41f43bbb2fefe3756698ba47caeb", "next_id": "", "status": "updated" }, { "id": "a2710c4680fa15700ae046940a11a329", "status": "deleted" } ], "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `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. **Specifics** | | | | ---------------------- | ------------------------------------------------------------- | | **Action** | `bot_created` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#bot_created) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "bot_created", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "5c9871d5372c824cbf22d860a707a578", "name": "Bot Name", "default_group_priority": "first", "groups": [{ "id": 0, "priority": "normal" }], "owner_client_id": "asXdesldiAJSq9padj" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `bot_updated` Indicates that a bot's configuration changed. Contains only the updated properties. **Specifics** | | | | ---------------------- | ------------------------------------------------------------- | | **Action** | `bot_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#bot_updated) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "bot_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "5c9871d5372c824cbf22d860a707a578", "name": "New Bot Name" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `bot_deleted` Indicates that a bot was deleted. **Specifics** | | | | ---------------------- | ------------------------------------------------------------- | | **Action** | `bot_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#bot_deleted) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "bot_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": "5c9871d5372c824cbf22d860a707a578" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `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. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `group_created` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#group_created) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "group_created", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": 42, "name": "sales", "language_code": "en", "agent_priorities": { "agent@example.com": "normal", "other_agent@example.com": "first" } }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `group_deleted` Indicates that a group was deleted within a license. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `group_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#group_deleted) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "group_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": 42 }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `group_updated` Indicates that a group was updated within a license. Only changed fields are sent. **Specifics** | | | | ---------------------- | --------------------------------------------------------------- | | **Action** | `group_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#group_updated) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "group_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "id": 1, "agent_priorities": { "agent@example.com": "normal" } }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `tag_created` Indicates that a tag was created within a license. The payload contains the full state of the [tag](/api/configuration/v3.6/tags/list-tags) data structure, including empty fields. **Specifics** | | | | ---------------------- | ------------------------------------------------------------- | | **Action** | `tag_created` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#tag_created) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "tag_created", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "name": "docs_feedback", "group_ids": [0, 42], "created_at": "2019-12-09T12:01:18.909000Z", "author_id": "smith@example.com" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `tag_deleted` Indicates that a tag was deleted within a license. **Specifics** | | | | ---------------------- | ------------------------------------------------------------- | | **Action** | `tag_deleted` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#tag_deleted) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "tag_deleted", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "name": "docs_feedback" }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ### `tag_updated` Indicates that a tag was updated within a license. **Specifics** | | | | ---------------------- | ------------------------------------------------------------- | | **Action** | `tag_updated` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#tag_updated) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "tag_updated", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "name": "docs_feedback", "group_ids": [0, 42] }, "requester": { "user_id": "user@example.com", "account_id": "f09ba25b-8be8-4fcd-a2c8-0b1c567aec85", "client_id": "1b4237f476826986da63022a76c35bb1" }, "additional_data": {} } ``` *** ## Other ### `events_marked_as_seen` Indicates that a user has seen events up to a specific time. **Specifics** | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Action** | `events_marked_as_seen` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#events_marked_as_seen), [Customer Chat API](/api/customer-chat/v3.6/rtm/pushes#events_marked_as_seen) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "events_marked_as_seen", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c", "chat_id": "PJ0MRSHTDG", "seen_up_to": "2017-10-12T15:19:21.010200Z" }, "additional_data": { "chat_properties": { //optional // chat properties }, "chat_presence_user_ids": [ //optional // User IDs ] } } ``` *** ### `thread_summary_set` Indicates that a thread summary was generated and set. **Specifics** | | | | ---------------------- | -------------------------------------------------------------------- | | **Action** | `thread_summary_set` | | **Push equivalent in** | [Agent Chat API](/api/agent-chat/v3.6/rtm/pushes#thread_summary_set) | ```json title="Sample webhook" theme={null} { "webhook_id": "", "secret_key": "", "action": "thread_summary_set", "organization_id": "390e44e6-f1e6-0368c-z6ddb-74g14508c2ex", "payload": { "chat_id": "PJ0MRSHTDG", "thread_id": "K600PKZON8", "summary": { "status": "ok", "text": "• Customer asks about currently available discount codes. \n• Agent suggests subscribing to the newsletter. \n• Customer thanks the agent and says goodbye.", "updated_at": "2025-12-09T12:01:18.909000Z" } } } ```