OperationalWebhookPayload

Normalized Agent operational event. The message ID identifies the persisted Hub message that records the event.

eventTypestringrequired

Possible values: [flag_for_review, session_transfer, end_chat]

timestampstring<date-time>required

expiresAtstring<date-time>nullable

Session expiry when the session has one.

payload objectrequired

providerstringrequired

Possible values: [whatsapp, instagram, messenger, telegram, sms, web_chatt2me]

directionstringrequired

Possible values: [IN]

message objectrequired

idstring<uuid>required

sessionIdstring<uuid>required

queue object

idstring<uuid>required

namestringrequired

reasonstringnullable

Automatic inactivity closure uses inactivity.

summarystringnullablerequired

sender objectrequired

idstringrequired

Stable channel routing identifier.

namestring

usernamestring

profilePicstring<uri>

phoneNumberstring

Optional visitor-provided, unverified phone number. Present only on Web Chatt inbound and operational-event senders; it is not a routing identifier.

Possible values: Value must match regular expression ^\d{8,15}$

emailstring<email>

Optional visitor-provided, unverified email. Present only on Web Chatt inbound and operational-event senders; it is not a routing identifier.

applicationChannelIdstring<uuid>

recipient objectrequired

idstringrequired

Stable channel routing identifier.

namestring

usernamestring

profilePicstring<uri>

phoneNumberstring

Optional visitor-provided, unverified phone number. Present only on Web Chatt inbound and operational-event senders; it is not a routing identifier.

Possible values: Value must match regular expression ^\d{8,15}$

emailstring<email>

Optional visitor-provided, unverified email. Present only on Web Chatt inbound and operational-event senders; it is not a routing identifier.

applicationChannelIdstring<uuid>

OperationalWebhookPayload

{
  "eventType": "end_chat",
  "timestamp": "2026-10-06T15:00:00.000Z",
  "payload": {
    "provider": "whatsapp",
    "direction": "IN",
    "message": {
      "id": "2d07a67f-d410-46a4-95b0-7b1952a1fcfa",
      "sessionId": "3892f9da-202f-4b90-9d4d-85c779211b8e",
      "reason": "inactivity",
      "summary": "The session ended after inactivity."
    },
    "sender": {
      "id": "5511999999999"
    },
    "recipient": {
      "id": "5511888888888",
      "applicationChannelId": "7c37a280-708c-46d5-b1fe-8c20a372df32"
    }
  }
}