We recommend to read through Webhooks overview and Setting up webhooks articles before you proceed with this one.
Currently, you can subscribe to chat and customer 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": "paul.hunter@example.com",
"userId": "example_9106"
},
"closedBy": "customer",
"status": "closed",
"closedAt": "1607542030.713",
"rating": "great",
"createdAt": "1607540767.414",
"snoozedUntil": "1606155714.000",
"applicationId": 89,
"department": {
"id": 233231,
"name": "Sales"
},
"lastCustomerMessageAt": "1607540767.166",
"chat_id": 5224081,
"assignee": {
"id": 2924,
"name": "Paul",
"email": "pavel@helpcrunch.com",
"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 unique HelpCrunch id, name, email and userId (defined on your side). |
| 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 id of the application provided by HelpCrunch. You can fetch application info (id, name, active, type) with Get all applications REST API method |
| department | Object | Department the chat is currently assigned to. Consists of unique HelpCrunch id and name. |
| lastCustomerMessageAt | Date (UNIX timestamp) | Date and time of the last message from customer |
| chat_id | Integer | Unique id of the chat provided by HelpCrunch |
| assignee | Object | Agent the chat is currently assigned to. Consists of unique HelpCrunch id, name, email and role. |
| lastMessage | Object | Information about the last message in the chat. Consists of unique HelpCrunch id, text and createdAt date. If the last message was sent from agent, the object will contain the id of that agent as well. |
🙋 Customer Events
| Event Type | Description |
| customer.new | New customer added to your HelpCrunch account |
| customer.email_updated | Customer email updated. Changing to null value is considered as update. |
| customer.tags_changed | Customer's tags changed. Removing all tags is considered as update. |
| customer.unsubscribed | Customer unsubscribed from your emails |
| customer.subscribed | Customer subscribed to your emails |
| customer.blocked | Customer blocked by any of your team members |
| customer.unblocked | Customer unblocked by any of your team members |
| customer.deleted | Customer deleted from your HelpCrunch account |
When the customer event occurs, HelpCrunch sends the HTTP request to the specified endpoint. You can extract basic customer information from the eventData structure in the request body (id, name, email, userId, unsubscribed) as well as all of your Custom Data attributes.
In order to get all the available customer data, use customer id from the event and call Get a single customer REST API method.
Customer Model for Webhooks
Example Response
{
"event": "customer.email_updated",
"eventData": {
"id": 8745474,
"name": "Paul",
"userId": "example_2924",
"email": "paul@example.com",
"unsubscribed": false,
"customData": {
"Role": "admin",
"Plan": "Enterprise (Unlimited) $9999/mo",
"segment": "PotentialChurn_premium_seg1",
"Currency": "USD",
"Emails sent": 621,
"Trial end date": "2017-07-24 14:30:00",
"Became payer at": "2017-09-13 00:00:00",
"Registered date": "2017-07-10 14:30:00",
"Next payment date": "2020-09-01 00:40:00",
"Billing info added": true,
"Number of payments": 35,
"Subscription status": "active"
},
"tags": [
{
"id": 52661,
"name": "Lead"
},
{
"id": 64814,
"name": "Enterprise"
}
],
},
"attempts": 0,
"lastAttemptAt": 1606151791,
"createdAt": 1606151791,
"id": "9e7ef91a-6243-4637-b5d2-404b68841ee9"
}eventData Object for Customer Events
| Field | Type | Description |
| event | String | Event type |
| id | Integer | Unique id of the customer provided by HelpCrunch |
| name | String | Customer's name |
| userId | String | Unique id of the customer that you can pass to HelpCrunch with User Authentication |
| String | Customer's email | |
| unsubscribed | Boolean | Customer email subscription status. True - unsubscribed. False - subscribed. |
| customData | Array | Your Custom Data presented as an array. Each attribute consists of name/property and value. |
| tags | Array | Array of tag objects. Each tag contains it's unique HelpCrunch id and name. |
If you have any questions regarding our Webhooks, feel free to chat us any time.
👩💻 Happy Coding! 👨💻
