conversation.started
This event is triggered when a new conversation is started, regardless of the channel.
{ event : 'conversation.started' ; organization_id : string ; data : { conversation_id : string ; assignee : | { type : 'AI' ; name : string ; } | { id : string ; type : 'human' ; name : string ; avatar_url : string ; }; contact : { id ?: string ; name ?: string ; enriched_data ?: { address? : string | null ; phone_number ?: string ; email ?: string ; }; custom_objects ?: object ; }; channel : 'web' | 'email' | 'phone' ; first_message : string ; timestamp : string ; }; } conversation.closed
This event is triggered when a conversation is closed, a conversation can be marked as resolved or not resolved, and can be closed by a human or an AI.
{ event : "conversation.closed" ; organization_id : string ; data : { conversation_id ?: string ; timestamp : string ; contact_id ?: string ; resolution_status : "resolved" | "not_resolved" ; resolution_type ?: "light" | "hard" | "auto_handoff" ; closed_by : | { type : "AI" ; name : string ; } | { id : number ; type : "human" ; email : string ; }; is_from_third_party : boolean ; third_party_name : "zendesk" | "intercom" | null ; summary : string | null | undefined ; contact_reason : string | null | undefined ; user_sentiment : string | null | undefined ; language : string | null | undefined ; message_count : number ; }[]; } conversation.handoff_to_human
This event is triggered when a conversation is handed off to a human agent. Note that a handoff event can happen for multiple reasons; for example, a human agent might decide to take over the conversation, or the AI might decide to hand off the conversation to a human agent.
{ event : "conversation.handoff_to_human" ; organization_id : string ; data : { conversation_id : string | null | undefined ; timestamp : string ; customer_id : string | null | undefined ; reason : | "ai_decided_to_handoff_the_conversation" | "ai_is_forbidden_from_handling_this_topic" | "human_agent_decided_to_take_over" | "ai_decided_to_handoff_because_the_user_left" ; summary : string ; contact_reason ?: string ; user_sentiment ?: string ; was_handedoff_to_third_party ?: boolean ; during_work_hours ?: boolean ; third_party_name ?: "zendesk" | "intercom" | null ; integration_metadata ?: { sunshine? : { sunshine_conversation_id: string ; }; }; language : string | null | undefined ; message_count : number ; contact : { id : string ; name ?: string ; email ?: string ; phone_number ?: string ; custom_data ?: object ; }; }[]; } conversation.contact_response
When a contact sends a message to your inbox.
{ event : 'conversation.contact_response' ; organization_id : string ; data : { conversation_id : string ; timestamp : string ; response : string ; } } conversation.ai_response
When an AI responds to a contact message,
{ event : 'conversation.ai_response' ; organization_id : string ; data : { conversation_id : string ; timestamp : string ; response : string ; contact : { id : string ; name ?: string ; email ?: string ; phone_number ?: string ; custom_data ?: object ; }; } } conversation.agent_response
When a human agent responds from the Open inbox,
{ event : 'conversation.agent_response' ; organization_id : string ; data : { conversation_id : string ; timestamp : string ; customer_id ?: string ; response : string ; } } conversation.third_party_agent_response
When a third-party software agent responds to a previously handed-off conversation, Open will notify you. In some configurations, Open might also initiate the handoff to a third-party agent, such as Zendesk or Intercom. Even while the third-party agent handles the conversation, Open continues to monitor and send events to your webhooks.
{ event : 'conversation.third_party_agent_response' ; organization_id : string ; data : { conversation_id : string | null | undefined ; timestamp : string ; customer_id : string | null | undefined ; third_party_name : 'zendesk' | 'intercom' ; response : string ; message_count : number ; language : string ; contact : { id : string ; name ?: string ; email ?: string ; phone_number ?: string ; custom_data ?: object ; }; } } 