Live Chat Webhooks Send Every Chat Into the Tools You Already Use

chat.started A visitor starts a chat

Sent when someone starts a chat with a person or with the AI agent, including when they accept an operator's chat invitation.

What you get

• Who's chatting: name, email and phone when given
• Department, and whether the AI agent or a person is handling it
• The page they started on
• Their pre-chat and chat flow answers, such as an order or reference number

Popular uses

• Alert a Microsoft Teams or Slack channel when a sales chat starts
• Look the visitor up in your CRM so the history is ready
• Count live demand by hour and department

"data": {
  "chat": {
    "session_id": "a1b2c3d4e5f6g7h8i9j0",
    "started_at": "2026-10-06T14:20:02Z",
    "department": "Sales",
    "source": "flow_widget",
    "started_via": "chat_button",
    "handled_by": "ai",
    "operator": null
  },
  "visitor": {
    "name": "Alex Smith",
    "email": "alex@example.com",
    "phone": "+44 7700 900123"
  },
  "page_url": "https://www.example.com/pricing",
  "prechat_fields": [
    { "label": "Order number", "value": "10452" }
  ]
}

chat.closed A chat ends

Sent when an operator closes a chat, when an AI agent chat times out and when a chat flow finishes. It's the richest event, and the one most teams start with.

What you get

• Start and end times, who handled and closed it, department and the category your team chose
• Message counts, and whether the visitor left before getting a reply
• Visitor details and every pre-chat and chat flow answer
• The AI summary and sentiment, when AI chat summaries are on
• The full public conversation, only if you turn it on for that endpoint

Popular uses

• Create or update a contact and log the conversation in your CRM
• Archive transcripts in your records system under your own retention rules
• Turn a category such as "Callback needed" into a task in the right queue

"data": {
  "chat": {
    "session_id": "a1b2c3d4e5f6g7h8i9j0",
    "started_at": "2026-10-06T14:20:02Z",
    "closed_at": "2026-10-06T14:32:10Z",
    "closed_by": "sarah",
    "operator": "Sarah",
    "department": "Sales",
    "category": "Pricing question",
    "visitor_message_count": 6,
    "operator_message_count": 5,
    "abandoned": false,
    "abandoned_reason": null,
    "handled_by_ai": false
  },
  "visitor": {
    "name": "Alex Smith",
    "email": "alex@example.com",
    "phone": null
  },
  "prechat_fields": [
    { "label": "Order number", "value": "10452" }
  ],
  "ai_summary": {
    "summary": "Alex asked about annual pricing and was sent a quote.",
    "sentiment": "Positive"
  },
  "transcript": [
    { "from": "visitor", "name": "Alex Smith",
      "text": "Hi, do you offer annual plans?",
      "sent_at": "2026-10-06T14:20:15Z" },
    { "from": "operator", "name": "Sarah",
      "text": "We do. I can send you a quote now.",
      "sent_at": "2026-10-06T14:20:41Z" }
  ],
  "transcript_included": true
}

offline_message.created A message arrives while you're closed

Sent when a visitor leaves a message while chat is offline, from the classic chat widget or a chat flow.

What you get

• The message, when it arrived and the department
• The visitor's name, email and phone
• A ticket id when your account turns offline messages into tickets

Popular uses

• Open a helpdesk ticket so the morning shift starts with a tidy queue
• Text or email the on-call person for urgent departments
• Add the enquiry to your CRM as a new lead

"data": {
  "offline_message": {
    "id": 8812,
    "received_at": "2026-10-06T22:05:40Z",
    "message": "Please call me back about my order tomorrow morning.",
    "department": "Support",
    "source": "flow_widget",
    "session_id": "k1l2m3n4o5p6q7r8s9t0",
    "ticket_id": null
  },
  "visitor": {
    "name": "Jo Bloggs",
    "email": "jo@example.com",
    "phone": "01632 960123"
  }
}

feedback.submitted A visitor rates a chat

Sent when a visitor rates a chat or leaves a comment, in the chat window or from the rating link in a transcript email.

What you get

• The rating from 1 to 5 and any comment
• Answers to your own feedback questions
• The department and the chat it belongs to

Popular uses

• Alert a team leader the moment a 1 or 2 star rating arrives
• Feed satisfaction scores into Power BI, Looker Studio or a spreadsheet
• Ask happy customers for a public review

"data": {
  "feedback": {
    "id": 3301,
    "session_id": "a1b2c3d4e5f6g7h8i9j0",
    "rating": 5,
    "rating_scale": 5,
    "comment": "Quick and helpful, thank you!",
    "answers": [
      { "question": "Did we solve your problem?", "answer": "Yes" }
    ],
    "department": "Sales",
    "source": "chat_widget",
    "submitted_at": "2026-10-06T14:33:02Z"
  },
  "visitor": {
    "name": "Alex Smith",
    "email": "alex@example.com",
    "phone": null
  }
}