Webhooks

This section describes the webhook call format. After the event is triggered, these requests are sent to the selected URL.

Events

UserStatusChanged

Triggered when operator status changes.

Property	Value
userId	number
status	Operator status
availabilityStatus	Operator availability status
availabilityStatusReason	string

SessionCreated

Triggered when a session is created by the guest’s access to the application before it is accepted by an operator or chatbot.

Property	Value
id	number
channel	Session channel
source	Session source
tenantId	number

SessionStarted

Triggered when a new session starts (by an operator or chatbot).

Property	Value
id	number
channel	Session channel
source	Session source
started	datetime
tenantId	number

SessionForwarded

Triggered when a session is transferred.

Property	Value	Description
id	number
channel	Session channel
source	Session source
time	datetime
userId	number	omitted if not forwarded to an operator
operatorGroupId	number	omitted if not forwarded to a group
chatbotId	number	omitted if not forwarded to a chatbot
tenantId	number

SessionEnded

Triggered when a session has ended (the operator or the client has finished the session).

Property	Value	Description
id	number	-
channel	Session channel
source	Session source
started	datetime	null if never started
ended	datetime	-
tenantId	number	-

SessionOperatorJoined

Triggered when an operator enters the session.

Property	Value
id	number
userId	number
channel	Session channel
source	Session source
time	datetime
tenantId	number

SessionOperatorLeft

Triggered when an operator is disconnected from a session.

Property	Value
id	number
userId	number
channel	Session channel
source	Session source
time	datetime
tenantId	number

SessionOperatorConcluded

Triggered after an operator ends the session or when the ACW expires.

Property	Value
id	number
userId	number
channel	Session channel
source	Session source
time	datetime
tenantId	number

SessionCallParamsUpdated

Triggers when the call param is changed in the operator interface, when submitting a hero card or call script, using the feedback form, or via public API.

Property	Value	Description
id	number	It is SessionId.
tenantId	number	-

EmailThreadCreated

Triggered when an e-mail thread is created by a guest or operator.

Property	Value
id	number
created	datetime
tenantId	number

EmailThreadOperatorJoined

Triggered when an operator enters an e-mail thread.

Property	Value
id	number
time	datetime
userId	number
tenantId	number

EmailThreadOperatorLeft

Triggered when an operator is disconnected from an e-mail thread.

Property	Value
id	number
time	datetime
userId	number
tenantId	number

EmailThreadForwarded

Triggered when an e-mail thread is transferred.

Property	Value	Description
id	number
time	datetime
userId	number	omitted if not forwarded to an operator
operatorGroupId	number	omitted if not forwarded to a group
tenantId	number	-

EmailThreadParamsUpdated

Triggers when the parameter is changed by the operator or via public API.

Property	Value	Description
id	number	It is E-mail thread id
tenantId	number	-

GuestIdentityUpdated

Triggered after editing a contact.

Property	Value
id	number
tenantId	number

SessionActivityAvRequest

Triggered when trying to establish AV call.

Property	Value
sessionId	number
operatorId	number

SessionActivityAvTerminated

Triggered after the AV call ended.

Property	Value
sessionId	number
operatorId	number

SessionActivityAvResponse

Triggered when guest answers AV call.

Property	Value
sessionId	number
operatorId	number
response	SessionAVRequestState

SessionActivityAvMediaResult

Triggered when AV call is established.

Property	Value
sessionId	number
operatorId	number
isStreamAvailable	bool
response	GetMediaResult

SessionActivityHeroCardSubmission

Triggered when hero card is submitted.

Property	Value	Description
sessionId	number
originalFormID	number
result	HeroCardSubmissionResult
submittedByClient	bool	if hero card is submitted by client, value will be true; otherwise if it's submitted by operator, value will be false
params	dictionary	contains filled in values

HeroCardSubmissionResult

Value	Description
Submitted	Submitted
Cancelled	Filling in was cancelled

Enums

GetMediaResult

Value	Description
Success	Successful transfer
NoCameraOnlyMic	Only microfon
NoDevices	No audio/video devices
UserDenied	User denied audio/video devices

SessionAVRequestState

Value	Description
Requested	Requested
Accepted	Accepted
RejectedUser	Rejected by user
RejectedNoMic	Guest does not have microfon

Session source

Value	Description
Default	WebChat
Callback	Callback
Invitation	Invitation
IncomingCall	Incoming call
OutgoingCall	Outgoing call
Campaign	Campaign
API	Public API
Facebook	Facebook
WhatsApp	WhatsApp
VK	VKontakte
Apple	Apple Messages for Business

Session channel

Value	Description
AV	Audio video transfer
Chat	Text channel
Phone	Phone call

Operator status

Value	Description
OFFLINE	Offline
ONLINE	Online
AWAY	Away

Operator availability status

Value	Description
DEFAULT	Online
AWAY	Away
ON_CALL	AV or phone call