Supported Webhook Events in Hoory

Hoory publishes various events to the configured webhook endpoints. If you want to configure a webhook, refer to the guide here.

Each event has its payload structure based on the type of model they are acting on. The following section describes the main objects we use in Hoory and their attributes.

Objects

An event can contain any of the following objects as a payload. Different types of objects supported in Hoory are as follows.

Account

The following payload will be returned for an account.

{
  "id": "integer",
  "name": "string"
}

Inbox

The following payload will be returned for an inbox.

{
  "id": "integer",
  "name": "string"
}

Contact

The following payload will be returned for a contact.

{
  "id": "integer",
  "name": "string",
  "avatar": "string",
  "type": "contact",
  "account": {
    // <...Account Object>
  }
}

User

The following payload will be returned for an agent/admin.

{
  "id": "integer",
  "name": "string",
  "email": "string",
  "type": "user"
}

Conversation

The following payload will be returned for a conversation.

{
  "additional_attributes": {
    "browser": {
      "device_name": "string",
      "browser_name": "string",
      "platform_name": "string",
      "browser_version": "string",
      "platform_version": "string"
    },
    "referer": "string",
    "initiated_at": {
      "timestamp": "iso-datetime"
    }
  },
  "can_reply": "boolean",
  "channel": "string",
  "id": "integer",
  "inbox_id": "integer",
  "contact_inbox": {
    "id": "integer",
    "contact_id": "integer",
    "inbox_id": "integer",
    "source_id": "string",
    "created_at": "datetime",
    "updated_at": "datetime",
    "hmac_verified": "boolean"
  },
  "messages": ["Array of message objects"],
  "meta": {
    "sender": {
      // Contact Object
    },
    "assignee": {
      // User Object
    }
  },
  "status": "string",
  "unread_count": "integer",
  "agent_last_seen_at": "unix-timestamp",
  "contact_last_seen_at": "unix-timestamp",
  "timestamp": "unix-timestamp",
  "account_id": "integer"
}

Message

{
  "id": "integer",
  "content": "string",
  "message_type": "integer",
  "created_at": "unix-timestamp",
  "private": "boolean",
  "source_id": "string / null",
  "content_type": "string",
  "content_attributes": "object",
  "sender": {
    "type": "string - contact/user"
    // User or Contact Object
  },
  "account": {
    // Account Object
  },
  "conversation": {
    // Conversation Object
  },
  "inbox": {
    // Inbox Object
  }
}

A Sample Webhook Payload

{
  "event": "event_name"
  // Attributes related to the event
}

Webhook Events

Hoory supports the following webhook events. You can subscribe to them while configuring a webhook in the dashboard or using the API.

conversation_created

This event will be triggered when a new conversation is created in the account. The payload for the event is as follows.

{
  "event": "conversation_created"
  // <...Conversation Attributes>
}

conversation_updated

This event will be triggered when there is a change in any of the attributes in the conversation.

{
  "event": "conversation_updated",
  "changed_attributes": [
    {
      "<attribute_name>": {
        "current_value": "",
        "previous_value": ""
      }
    }
  ]
  // <...Conversation Attributes>
}

conversation_status_changed

This event will be triggered when the status of the conversation is changed.

Note: If you are using agent bot APIs instead of webhooks, this event is not supported yet.

{
  "event": "conversation_status_changed"
  // <...Conversation Attributes>
}

message_created

This event will be triggered when a message is created in a conversation. The payload for the event is as follows.

{
  "event": "message_created"
  // <...Message Attributes>
}

message_updated

This event will be triggered when a message is updated in a conversation. The payload for the event is as follows.

{
  "event": "message_updated"
  // <...Message Attributes>
}

webwidget_triggered

This event will be triggered when the end-user opens the live-chat widget.

{
  "id": ,
  "contact": {
    // <...Contact Object>
  },
  "inbox": {
    // <...Inbox Object>
  },
  "account": {
    // <...Account Object>
  },
  "current_conversation": {
    // <...Conversation Object>
  },
  "source_id": "string",
  "event": "webwidget_triggered",
  "event_info": {
    "initiated_at": {
      "timestamp": "date-string"
    },
    "referer": "string",
    "widget_language": "string",
    "browser_language": "string",
    "browser": {
      "browser_name": "string",
      "browser_version": "string",
      "device_name": "string",
      "platform_name": "string",
      "platform_version": "string"
    }
  }
}