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Conversation Events

Events fired when conversations open or close. Every delivery uses the common envelope and headers described on the overview page.

conversation.opened​

Fired when a new conversation is created (first message from a new or returning customer).

Payload​

{
  "event": "conversation.opened",
  "timestamp": "2026-05-16T12:00:00.000Z",
  "webhook_id": "f47ac10b-58cc-4372-a567-0e02b2c3d479",
  "data": {
    "conversation_id": "uuid",
    "contact_id": "uuid",
    "contact_phone": "+918245678901",
    "contact_name": "John Doe",
    "channel": "whatsapp",
    "is_ai_handling": true,
    "ai_agent_id": "uuid"
  }
}

conversation.closed​

Fired when a conversation is closed (manually by an agent, or automatically by the idle auto-close system).

Payload​

{
  "event": "conversation.closed",
  "timestamp": "2026-05-16T18:00:00.000Z",
  "webhook_id": "f47ac10b-58cc-4372-a567-0e02b2c3d479",
  "data": {
    "conversation_id": "uuid",
    "contact_id": "uuid",
    "channel": "whatsapp",
    "closed_by": "auto",
    "summary": "Customer inquired about order status for ORD-12345. AI agent provided tracking information.",
    "intent_tag": "support",
    "sentiment": "positive",
    "message_count": 8,
    "duration_minutes": 12
  }
}

closed_by values​

ValueDescription
agentClosed manually by a team member
autoClosed automatically after idle timeout
systemClosed by the system (e.g., conversation limit reached)