Events

💡 Please note that changes done by the OpenAPI don't trigger webhooks.

Each event's body is the content field of the main webhook structure.

contact.updated

It is emitted on every contact update.

{
  "id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "email": "email@example.com",
  "phone": "123 456 789",
  "first_name": "John",
  "last_name": "Doe",
  "distinct_id": "123456",
  "properties": [
    {
      "name": "shoe_size",
      "value": "44 (EU)"
    }
  ]
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	string(uuid)	No	ID of the contact
» email	string(email)	Yes	Email address of the contact [RFC822]
» phone	string	Yes	Phone number of the contact
» first_name	string	Yes	First name of the contact
» last_name	string	Yes	Last name of the contact
» distinct_id	string	Yes	ID of the contact in external system
» properties	object	No
»» name	string	No	Contact property name
»» value	string	No	Contact property value

contact.created

It is emitted on every contact creation.

{
  "id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "email": "email@example.com",
  "phone": "123 456 789",
  "first_name": "John",
  "last_name": "Doe",
  "distinct_id": "123456",
  "properties": [
    {
      "name": "shoe_size",
      "value": "44 (EU)"
    }
  ]
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	string(uuid)	No	ID of the contact
» email	string(email)	Yes	Email address of the contact [RFC822]
» phone	string	Yes	Phone number of the contact
» first_name	string	Yes	First name of the contact
» last_name	string	Yes	Last name of the contact
» distinct_id	string	Yes	ID of the contact in external system
» properties	object	No
»» name	string	No	Contact property name
»» value	string	No	Contact property value

conversation.solved_by_operator

It is emitted when the operator solves the conversation.

Once the operator considers the conversation finished, they can click the "Mark as Solved" button. This action will move the conversation into the "Solved" section of the inbox. For more details please read the article from the Tidio help center.

{
  "contact_id": "a1b4ca4c-1108-4432-b256-1e4cf2bf6f9e",
  "solved_at": "2023-01-01T00:00:00+00:00"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» contact_id	string(uuid)	Yes	ID of the contact
» solved_at	string(date-time)	No	Date of solving conversation

conversation.solved_by_lyro

It is emitted when Lyro considers the conversation finished.

{
  "contact_id": "a1b4ca4c-1108-4432-b256-1e4cf2bf6f9e",
  "solved_at": "2023-01-01T00:00:00+00:00",
  "reason": "handoff"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» contact_id	string(uuid)	Yes	ID of the contact
» solved_at	string(date-time)	No	Date of solving conversation
» reason	string	No	The reason why Lyro considered conversation as solved. Possible values: handoff - The conversation was transferred to an operator. taken_over_by_operator - An operator actively joined the conversation. inactive - The conversation went inactive after no one responded for a while.

conversation.solved_automatically

This event is emitted when the conversation is automatically resolved using the Automatic Solve feature.

This feature is not enabled by default and requires configuration.

For more information, please refer to the article in the Tidio Help Center.

{
  "contact_id": "a1b4ca4c-1108-4432-b256-1e4cf2bf6f9e",
  "solved_at": "2023-01-01T00:00:00+00:00"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» contact_id	string(uuid)	Yes	ID of the contact
» solved_at	string(date-time)	No	Date of solving conversation

ticket.created

This event is emitted when the ticket is created.

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "solved",
  "subject": "A delivery problem",
  "messages": [
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:11:25+00:00",
      "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
      "attachments": [
        "https://example.com"
      ],
      "author_type": "operator",
      "message_type": "internal",
      "message_content": "The customer has not received a delivery. Solve it ASAP!"
    },
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:13:33+00:00",
      "message_id": "01HBTFT815GY51CB8PG7QJPWRS",
      "attachments": [],
      "author_type": "operator",
      "message_type": "public",
      "message_content": "It will be delivered 10/03"
    }
  ],
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» messages	object	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department

ticket.status_updated

This webhook is emitted when the ticket status is changed.

Eg. from open to solved.

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "solved",
  "subject": "A delivery problem",
  "messages": [
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:11:25+00:00",
      "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
      "attachments": [
        "https://example.com"
      ],
      "author_type": "operator",
      "message_type": "internal",
      "message_content": "The customer has not received a delivery. Solve it ASAP!"
    },
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:13:33+00:00",
      "message_id": "01HBTFT815GY51CB8PG7QJPWRS",
      "attachments": [],
      "author_type": "operator",
      "message_type": "public",
      "message_content": "It will be delivered 10/03"
    }
  ],
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» messages	object	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department

ticket.operator_assigned

This webhook is emitted when the new operator is assigned to a ticket.

The ID of the newly assigned operator will appear in the body of the webhook.

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "solved",
  "subject": "A delivery problem",
  "messages": [
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:11:25+00:00",
      "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
      "attachments": [
        "https://example.com"
      ],
      "author_type": "operator",
      "message_type": "internal",
      "message_content": "The customer has not received a delivery. Solve it ASAP!"
    },
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:13:33+00:00",
      "message_id": "01HBTFT815GY51CB8PG7QJPWRS",
      "attachments": [],
      "author_type": "operator",
      "message_type": "public",
      "message_content": "It will be delivered 10/03"
    }
  ],
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» messages	object	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department

ticket.operator_replied

Deprecated. Use ticket.replied instead, which unifies all ticket reply events into a single webhook.

This webhook is emitted when the operator has responded to the ticket.

The webhook content contains the new message from the operator and its details.

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "solved",
  "subject": "A delivery problem",
  "messages": [
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:11:25+00:00",
      "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
      "attachments": [
        "https://example.com"
      ],
      "author_type": "operator",
      "message_type": "internal",
      "message_content": "The customer has not received a delivery. Solve it ASAP!"
    },
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:13:33+00:00",
      "message_id": "01HBTFT815GY51CB8PG7QJPWRS",
      "attachments": [],
      "author_type": "operator",
      "message_type": "public",
      "message_content": "It will be delivered 10/03"
    }
  ],
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» messages	object	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department

ticket.contact_replied

Deprecated. Use ticket.replied instead, which unifies all ticket reply events into a single webhook.

This webhook is emitted when the contact has responded to the ticket.

The webhook content contains a new message from the contact and its details.

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "solved",
  "subject": "A delivery problem",
  "messages": [
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:11:25+00:00",
      "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
      "attachments": [
        "https://example.com"
      ],
      "author_type": "operator",
      "message_type": "internal",
      "message_content": "The customer has not received a delivery. Solve it ASAP!"
    },
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:13:33+00:00",
      "message_id": "01HBTFT815GY51CB8PG7QJPWRS",
      "attachments": [],
      "author_type": "operator",
      "message_type": "public",
      "message_content": "It will be delivered 10/03"
    }
  ],
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» messages	object	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department

ticket.internal_note_added

Deprecated. Use ticket.replied instead, which unifies all ticket reply events into a single webhook. Internal notes are identified by message_type: internal in the payload.

This webhook is emitted when the internal note is added to the ticket.

The content contains the new internal note and its details.

In this cast the message_type is internal.

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "solved",
  "subject": "A delivery problem",
  "messages": [
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:11:25+00:00",
      "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
      "attachments": [
        "https://example.com"
      ],
      "author_type": "operator",
      "message_type": "internal",
      "message_content": "The customer has not received a delivery. Solve it ASAP!"
    },
    {
      "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
      "created_at": "2023-10-02T13:13:33+00:00",
      "message_id": "01HBTFT815GY51CB8PG7QJPWRS",
      "attachments": [],
      "author_type": "operator",
      "message_type": "public",
      "message_content": "It will be delivered 10/03"
    }
  ],
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» messages	object	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department

ticket.replied

This webhook is emitted when ANY reply is added to a ticket, regardless of who sent it.

This unified event covers all types of ticket replies:

operator replies (public messages from operators)
contact replies (messages from customers/contacts)
internal notes (private notes from operators)

The webhook content ALWAYS contains exactly one message — the specific message that triggered the reply — not all ticket messages.

The author_type field indicates who sent the reply:

operator - A human operator or AI assistant sent the message
contact - A customer/contact sent the message
workflow - A workflow sent the message
ai - An AI assistant sent the message

The message_type field indicates the visibility:

public - Visible to both operator and contact
internal - Visible only to operators (internal notes)

{
  "id": 10000,
  "link": "https://tidio.com/panel/inbox/tickets/10000",
  "status": "open",
  "subject": "A delivery problem",
  "message": {
    "author_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
    "created_at": "2023-10-02T13:11:25+00:00",
    "message_id": "01HBTFSW6QVSP7F5C1JXKMT17G",
    "attachments": [
      "https://example.com"
    ],
    "message_type": "public",
    "message_content": "Thank you for your message. We will resolve this issue shortly.",
    "author_type": "operator"
  },
  "priority": "normal",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7",
  "contact_email": "user@tidio.com",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df",
  "custom_channel_id": "01K7PCM5YJHGH8G72MGFK36WKY"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» id	integer	No	Ticket ID
» link	string(url)	No	URL to ticket
» status	string	No	Ticket status
» subject	string	No	Ticket subject
» message	any	No
»» anonymous	object	Yes
»»» author_id	string	No	Author ID of the message. When "author_type" is "operator", the operator ID is returned. When "author_type" is "contact", the contact ID is returned.
»»» created_at	string(date-time)	No	The date the message was created
»»» message_id	string(ulid)	No	Message ID
»»» attachments	object	No	Links to attachment
»»» message_type	string	No	Message visibility type
»»» message_content	string	No	Message content
»» anonymous	object	Yes
»»» author_type	string	No	Defines type of author who sent the reply
» priority	string	No	Ticket priority
» contact_id	string(uuid)	No	ID of the contact
» contact_email	string(email)	Yes	Email of contact where ticket messages are sent
» assigned_operator_id	string(uuid)	Yes	ID of assigned Operator
» assigned_department_id	string(uuid)	No	ID of assigned Department
» custom_channel_id	string¦null	Yes	ID of custom channel to attach to given ticket.

ticket.holder_changed

This webhook is emitted when the ticket holder is changed.

For now, only the following holders are available:

operator
ai_assistant

Pay attention that available holders may change in the future. Be open to allowing new holders.

{
  "ticket_id": 10000,
  "new_holder": "operator",
  "previous_holder": "operator",
  "contact_id": "147ae37d-43bc-42a6-bc7b-c10d1525a2f7"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» ticket_id	integer	No	Ticket ID
» new_holder	object	No	Holder of the ticket
» previous_holder	object	No	Holder of the ticket
» contact_id	string(uuid)	No	ID of the contact

customer_satisfaction.rated

This webhook is emitted when a customer satisfaction survey is submitted.

{
  "date": "2025-09-29T08:21:25+00:00",
  "type": "operator",
  "email": "user@example.com",
  "score": 5,
  "source": "conversations",
  "comment": "Great support!"
}

Parameters

Name	Type	Nullable	Description
content	object	No
» date	string(date-time)	No	Date when the rating was submitted
» type	string	No	Entity that was rated (operator or ai_assistant)
» email	string(email)	Yes	Email address of the respondent (if available)
» score	integer	No	CSAT score on a 1-5 scale (1 = negative, 5 = positive)
» source	string	No	Where the rating originated from (conversations or tickets)
» comment	string	Yes	Optional comment left by the respondent