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

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 protected]",
  "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_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": "[email protected]",
  "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
»» 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
»» author_type	string	No	Defines type of author
»» message_type	string	No	Message type
»» message_content	string	No	Message content
» 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": "[email protected]",
  "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
»» 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
»» author_type	string	No	Defines type of author
»» message_type	string	No	Message type
»» message_content	string	No	Message content
» 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": "[email protected]",
  "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
»» 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
»» author_type	string	No	Defines type of author
»» message_type	string	No	Message type
»» message_content	string	No	Message content
» 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

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": "[email protected]",
  "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
»» 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
»» author_type	string	No	Defines type of author
»» message_type	string	No	Message type
»» message_content	string	No	Message content
» 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

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": "[email protected]",
  "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
»» 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
»» author_type	string	No	Defines type of author
»» message_type	string	No	Message type
»» message_content	string	No	Message content
» 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

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": "[email protected]",
  "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
»» 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
»» author_type	string	No	Defines type of author
»» message_type	string	No	Message type
»» message_content	string	No	Message content
» 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