Event catalogue
The events your webhook or automation can subscribe to.
Event catalogue
These are the event names used by outbound webhooks, automation triggers and integrations.
| Event | Fires when | Carries |
|---|---|---|
conversation.created | New conversation after triage | conversation id, member id, channel, intent |
message.received | Inbound message stored | conversation id, body, channel |
conversation.resolved | Resolved | conversation id |
ticket.created | Ticket opened | ticket id, member id, priority, category |
member.created | New customer record | member id, name |
call.ended | Any call finishes | call id, conversation id, direction |
call.missed | Call unanswered | call id, direction |
call.wrapped_up | Wrap-up submitted | call id, disposition |
csat.received | CSAT score recorded | score, conversation id |
sla.breached | SLA target passed | ticket or conversation |
Payload shape
Automation and webhook deliveries carry the entity id, trigger name and the fields listed above. Conversation events also include the triage result (intent, sentiment, category) when triage is enabled.
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