We recommend to read through Webhooks overview and Setting up webhooks articles before you proceed with this one.
Currently, you can subscribe to chat, customer, and message events only. Feel free to chat us with your feedback on the missing events you'd like to use.
All webhook events contain the same attributes, listed below.
| Field | Type | Description |
| event | String | Chat or customer event type |
| eventData | Object | A container for the data associated with the event |
| attempts | Integer | Number of times this event has been attempted |
| lastAttemptAt | Date (UNIX timestamp) | The last time the event delivery was attempted |
| createdAt | Date (UNIX timestamp) | Date and time the event was created |
| id | String | Unique event id provided by HelpCrunch |
💬 Chat Events
| Event Type | Description |
| chat.new | New chat created by any customer |
| chat.status_updated | Chat status updated either manually or automatically (e.g when agent replies to a New chat and the status automatically changes to Opened) |
| chat.assigned | Chat assignee updated either manually or automatically (e.g when agent replies and auto-assigns the chat to themselves) |
| chat.snoozed | Chat snoozed for later |
| chat.unsnoozed | Chat unsnoozed |
| chat.closed | Chat closed by agent or by customer |
| chat.rated | Chat rated by customer |
When the chat event occurs, HelpCrunch sends the HTTP request to the specified endpoint. You can extract all the available chat attributes from the eventData structure in the request body, including basic information about the customer (id, name, email and userId).
You can use chat id and customer id from any chat event to call Get a single chat and Get a single customer REST API methods.
Chat Model for Webhooks
Example Response
{
"event": "chat.snoozed",
"eventData": {
"communicatedAgents": [
2924
],
"customer": {
"id": 8745474,
"name": "Paul",
"email": "[email protected]",
"userId": "example_9106"
},
"closedBy": "customer",
"status": "closed",
"closedAt": "1607542030.713",
"rating": "great",
"createdAt": "1607540767.414",
"snoozedUntil": "1606155714.000",
"applicationId": 89,
"applications": {
743,
42
},
"department": {
"id": 233231,
"name": "Sales"
},
"lastCustomerMessageAt": "1607540767.166",
"chat_id": 5224081,
"assignee": {
"id": 2924,
"name": "Paul",
"email": "[email protected]",
"role": "admin"
},
"lastMessage": {
"id": 9685301,
"text": "set_rating",
"createdAt": "1607542030.679"
}
},
"attempts": 0,
"lastAttemptAt": 1607542030,
"createdAt": 1607542030,
"id": "252041ed-62a7-4303-81f9-842ec6e8d18f"
}eventData Object for Chat Events
| Field | Type | Description |
| event | String | Event type |
| communicatedAgents | Array of integers | Array of agent ID's. You can fetch agents' info (id, name, email, role) with Get all team members REST API method. |
| customer | Object |
Basic customer info, including:
|
| closedBy | String | "customer" or "agent". Who closed the chat |
| closedAt | Date (UNIX timestamp) | Date and time the chat was closed |
| status | String | Current chat status: "new", "open", "pending", "on-hold", "closed", "no communication", "empty". |
| rating | String | Chat rating for closed chats: "poor", "average" or "great" |
| createdAt | Date (UNIX timestamp) | Date and time the chat was created |
| snoozedUntil | Date (UNIX timestamp) | Date and time the chat was snoozed until |
| applicationId | Integer | Unique internal ID of the application. You can fetch application info (id, name, active, type) with GET all applications REST API method |
| applications | Array | All internal application IDs that a customer used to send messages. You can fetch application info with GET all application REST API methof |
| department | Object | Department the chat is currently assigned to. Consists of unique internal department id and name. |
| lastCustomerMessageAt | Date (UNIX timestamp) | Date and time of the last message from customer |
| chat_id | Integer | Unique internal chat ID |
| assignee | Object | Agent the chat is currently assigned to. Consists of unique internal agent id, name, email and role. |
| lastMessage | Object | Information about the last message in the chat. Consists of unique internal message id, text and createdAt date. If the last message was sent from agent, the object will also contain the ID of that agent. |
If you have any questions regarding our Webhooks, feel free to chat us any time.
👩💻 Happy Coding! 👨💻
Read Next → Customer webhooks
