Connect webhooks and events

{
  event: 'connect.message.created';
  organization_id: string;
  data: {
    thread_id: string;
    reference: string;              // your order ID
    lane: 'customer_merchant' | 'customer_courier' | 'merchant_courier';
    message: {
      id: string;
      sender: { participant_id: string; role: 'customer' | 'merchant' | 'courier' | 'supervisor' };
      text: string;                 // original text (post safety-masking)
      translations: Record<string, string>;   // e.g. { ar: '...', en: '...' }
      attachments: { url: string; content_type: string }[];
      created_at: string;
    };
  };
}

{
  event: 'connect.supervisor.intervened';
  organization_id: string;
  data: {
    thread_id: string;
    reference: string;
    lane: string;
    kind: 'answer' | 'nudge' | 'safety_mask' | 'off_platform_flag';
    detail: string;                 // human-readable description
    message_id?: string;            // present when the intervention produced a message
    timestamp: string;
  };
}

{
  event: 'connect.supervisor.escalated';
  organization_id: string;
  data: {
    thread_id: string;
    reference: string;
    session_id: string;             // the OpenCX session opened in your inbox
    reason: 'sentiment' | 'unanswered' | 'requested_human' | 'prohibited_topic' | 'safety';
    summary: string;                // the context handed to your team
    timestamp: string;
  };
}

{
  event: 'connect.thread.status_changed';
  organization_id: string;
  data: {
    thread_id: string;
    reference: string;
    status: 'open' | 'wrap_up' | 'locked' | 'archived';
    order_status: string;
    timestamp: string;
  };
}