Webhooks API

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 protected]",
  "phone": "123 456 789",
  "first_name": "John",
  "last_name": "Doe",
  "distinct_id": "123456",
  "properties": [
    {
      "name": "shoe_size",
      "value": "44 (EU)"
    }
  ]
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idstring(uuid)NoID of the contact
» emailstring(email)YesEmail address of the contact [RFC822]
» phonestringYesPhone number of the contact
» first_namestringYesFirst name of the contact
» last_namestringYesLast name of the contact
» distinct_idstringYesID of the contact in external system
» propertiesobjectNo
»» namestringNoContact property name
»» valuestringNoContact property value

contact.created

It is emitted on every contact creation.

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

Parameters

NameTypeNullableDescription
contentobjectNo
» idstring(uuid)NoID of the contact
» emailstring(email)YesEmail address of the contact [RFC822]
» phonestringYesPhone number of the contact
» first_namestringYesFirst name of the contact
» last_namestringYesLast name of the contact
» distinct_idstringYesID of the contact in external system
» propertiesobjectNo
»» namestringNoContact property name
»» valuestringNoContact 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

NameTypeNullableDescription
contentobjectNo
» contact_idstring(uuid)YesID of the contact
» solved_atstring(date-time)NoDate of solving conversation

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

NameTypeNullableDescription
contentobjectNo
» contact_idstring(uuid)YesID of the contact
» solved_atstring(date-time)NoDate 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",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idintegerNoTicket ID
» linkstring(url)NoURL to ticket
» statusstringNoTicket status
» subjectstringNoTicket subject
» messagesobjectNo
»» author_idstringNoAuthor 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_atstring(date-time)NoThe date the message was created
»» message_idstring(ulid)NoMessage ID
»» attachmentsobjectNoLinks to attachment
»» author_typestringNoDefines type of author
»» message_typestringNoMessage type
»» message_contentstringNoMessage content
» prioritystringNoTicket priority
» contact_idstring(uuid)NoID of the contact
» assigned_operator_idstring(uuid)YesID of assigned Operator
» assigned_department_idstring(uuid)NoID 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",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idintegerNoTicket ID
» linkstring(url)NoURL to ticket
» statusstringNoTicket status
» subjectstringNoTicket subject
» messagesobjectNo
»» author_idstringNoAuthor 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_atstring(date-time)NoThe date the message was created
»» message_idstring(ulid)NoMessage ID
»» attachmentsobjectNoLinks to attachment
»» author_typestringNoDefines type of author
»» message_typestringNoMessage type
»» message_contentstringNoMessage content
» prioritystringNoTicket priority
» contact_idstring(uuid)NoID of the contact
» assigned_operator_idstring(uuid)YesID of assigned Operator
» assigned_department_idstring(uuid)NoID 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",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idintegerNoTicket ID
» linkstring(url)NoURL to ticket
» statusstringNoTicket status
» subjectstringNoTicket subject
» messagesobjectNo
»» author_idstringNoAuthor 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_atstring(date-time)NoThe date the message was created
»» message_idstring(ulid)NoMessage ID
»» attachmentsobjectNoLinks to attachment
»» author_typestringNoDefines type of author
»» message_typestringNoMessage type
»» message_contentstringNoMessage content
» prioritystringNoTicket priority
» contact_idstring(uuid)NoID of the contact
» assigned_operator_idstring(uuid)YesID of assigned Operator
» assigned_department_idstring(uuid)NoID of assigned Department

ticket.operator_replied

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",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idintegerNoTicket ID
» linkstring(url)NoURL to ticket
» statusstringNoTicket status
» subjectstringNoTicket subject
» messagesobjectNo
»» author_idstringNoAuthor 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_atstring(date-time)NoThe date the message was created
»» message_idstring(ulid)NoMessage ID
»» attachmentsobjectNoLinks to attachment
»» author_typestringNoDefines type of author
»» message_typestringNoMessage type
»» message_contentstringNoMessage content
» prioritystringNoTicket priority
» contact_idstring(uuid)NoID of the contact
» assigned_operator_idstring(uuid)YesID of assigned Operator
» assigned_department_idstring(uuid)NoID of assigned Department

ticket.contact_replied

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",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idintegerNoTicket ID
» linkstring(url)NoURL to ticket
» statusstringNoTicket status
» subjectstringNoTicket subject
» messagesobjectNo
»» author_idstringNoAuthor 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_atstring(date-time)NoThe date the message was created
»» message_idstring(ulid)NoMessage ID
»» attachmentsobjectNoLinks to attachment
»» author_typestringNoDefines type of author
»» message_typestringNoMessage type
»» message_contentstringNoMessage content
» prioritystringNoTicket priority
» contact_idstring(uuid)NoID of the contact
» assigned_operator_idstring(uuid)YesID of assigned Operator
» assigned_department_idstring(uuid)NoID of assigned Department

ticket.internal_note_added

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",
  "assigned_operator_id": "b9af081a-8ab5-40fb-8033-f6fae058bad7",
  "assigned_department_id": "91ee21bb-b492-4d8e-af47-90bb6cab01df"
}

Parameters

NameTypeNullableDescription
contentobjectNo
» idintegerNoTicket ID
» linkstring(url)NoURL to ticket
» statusstringNoTicket status
» subjectstringNoTicket subject
» messagesobjectNo
»» author_idstringNoAuthor 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_atstring(date-time)NoThe date the message was created
»» message_idstring(ulid)NoMessage ID
»» attachmentsobjectNoLinks to attachment
»» author_typestringNoDefines type of author
»» message_typestringNoMessage type
»» message_contentstringNoMessage content
» prioritystringNoTicket priority
» contact_idstring(uuid)NoID of the contact
» assigned_operator_idstring(uuid)YesID of assigned Operator
» assigned_department_idstring(uuid)NoID of assigned Department