Available event types and payloads
The events that you can subscribe to provide a holistic overview of the full conversation life cycle in Dixa:
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Conversation created: a conversation is created inside Dixa
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Conversation custom attribute updated: custom attributes of a conversation are updated
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Conversation open: a conversation is reopened (after it was closed)
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Conversation pending: a follow-up is added to a conversation
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Conversation pending expired: a follow-up added to the conversation has expired
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Conversation closed: a conversation gets closed
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Conversation abandoned: a conversation is closed without having an agent assigned
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Conversation enqueued: a conversation enters a queue in Dixa
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Conversation assigned: a conversation gets assigned to an agent
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Conversation unassigned: a conversation gets unassigned from an agent
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Conversation note added: an internal note is added to a conversation
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Conversation message added: a message is added to the conversation
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Conversation tag added: a tag is added to the conversation
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Conversation tag removed: a tag is removed from a conversation
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Conversation rated: a conversation is rated by the end-user OR a comment concerning the rating is left by the end-user (NOTE: one webhook is fired for each rating event or rating comment.)
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Conversation transcription added: a conversation transcription was added
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Conversation transferred to agent: a conversation is transferred to an agent
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Conversation transferred to queue: a conversation is transferred to a queue
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Banned enduser: an end user is banned
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Unbanned enduser: an end user ban is removed
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Banned ip: an IP address is banned
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Unbanned ip: an IP address ban is removed
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Enduser replaced: the end user of a conversation is updated
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Typing started: The agent is typing a message to the end-user
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SLA pending: an SLA evaluation is created for a conversation, awaiting outcome
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SLA breached: a conversation has exceeded the SLA deadline
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SLA achieved: a conversation has met the SLA target
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SLA voided: an SLA evaluation is no longer applicable for a conversation
Each webhook will have a dynamic payload, as not all information is equally important for all events. This means that we adjust the data depending on what event you have subscribed to, giving you a better overview and making it easier to receive the right information. You can see the payload of the latest webhooks you received in Integrations > Webhooks > View > View payload.