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

• After a visitor sends a message, if no customer service response is received within the preset time (such as 5 minutes), the system will automatically push the timeout status, visitor's message and context information of this conversation to the designated channel (Slack, Feishu, DingTalk, Enterprise WeChat and custom Webhook address).

PRE_CHAT_FORM_SUBMIT - Pre-chat Form

Field	Value
Event name	PRE_CHAT_FORM_SUBMIT
Trigger	Visitor message remains unreplied

content Fields

Field	Type	Description	Example
subject	string	Conversation subject	New Conversation
visitor_name	string	Visitor name	Visitor15
created_at	number	Form created at	1765439652
message_content	string	Form content	1
property_name	string	Project name	test
visitor_nickname	string	Visitor nickname	VIP
sbs	string	Customer identifier	234442313
assigned_agent_nickname	string	Assigned agent nickname	ctccccd

Full Example

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

Typical Use Cases

• Before initiating a conversation, visitors are required to fill in the preset form (such as fields for name, phone number, etc.). After the form is submitted, the system will automatically push the filled-in content to the designated channel (Slack, Feishu, DingTalk, Enterprise WeChat, and custom Webhook address).

OFFLINE_FORM_SUBMIT - Offline Form Submission

Field	Value
Event name	OFFLINE_FORM_SUBMIT
Trigger	When all customer service staff are offline, a form for recording the visitors' status will be displayed

content Fields

Field	Type	Description	Example
subject	string	Conversation subject	New Conversation
visitor_name	string	Visitor name	Visitor15
created_at	number	Form created at	1765439652
message_content	string	Form content	1
property_name	string	Project name	test
visitor_nickname	string	Visitor nickname	VIP
sbs	string	Customer identifier	234442313
assigned_agent_nickname	string	Assigned agent nickname	ctccccd

Full Example

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

Typical Use Cases

• When a visitor initiates a conversation, if all customer service representatives are offline, the system will guide the visitor to fill out a message form (such as name, phone number, etc.). After the form is submitted, the system will automatically push the message content and the offline status information to the designated channels (Slack, Feishu, DingTalk, Enterprise WeChat, and custom Webhook address).

tip

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