Event Types

The following Webhook event types are currently supported.

UNREPLIED - Visitor Message Not Replied

Field	Value
Event name	UNREPLIED
Trigger	Visitor message remains unreplied
First trigger	Custom
Subsequent trigger	Custom
Stop condition	Agent replied or push count >= 4

content Fields

Field	Type	Description	Example
subject	string	Conversation subject	New Conversation
visitor_name	string	Visitor name	Visitor15
created_at	number	Message creation timestamp	1765439652
message_content	string	Message body	1
property_name	string	Project name	test
visitor_nickname	string	Visitor nickname	VIP
sbs	string	Customer identifier	234442313
status	string	Status (1: unreplied, 2: queued, 3: pending, 4: replied)	1
push_times	number	Number of pushes	4
time_sec	number	Timeout in seconds	289
assigned_agent_nickname	string	Assigned agent nickname	ctccccd

Full Example

{
  "created_at": 1765439941,
  "event": "UNREPLIED",
  "webhook_id": "58946f5f583edd94f5cf87e3534d04fb",
  "content": [
    {
      "subject": "New Conversation",
      "visitor_name": "Visitor15",
      "created_at": 1765439652,
      "message_content": "1",
      "property_name": "test",
      "visitor_nickname": "visitor nickname",
      "sbs": "",
      "status": "1",
      "push_times": 4,
      "time_sec": 289,
      "assigned_agent_nickname": "ctccccd"
    }
  ]
}

Typical Use Cases

• Escalate to another support queue
• Trigger email or SMS reminders for agents
• Record timeout incidents for service analytics

tip

More event types may be added in the future. Watch product updates for the latest changes.