When building on Operator, you may want your agents to send real-time events to your application as they run, allowing your backend systems to execute actions accordingly.

To receive webhooks, go to Developers → Webhooks and set your webhook endpoint URL. Once you’ve set the endpoint, your agents will push real-time event data to your application’s webhook endpoint when events happen in your Operator account.

We deliver events through HTTPS POST requests with a JSON payload. For details on event types and schema, refer to the Real-time chat session WebSocket API documentation.

Currently we only send webhooks for the following event types:

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conversation.setup

This webhook is sent when a conversation is being set up—for example, when an agent is about to dial a call or has received a call but hasn’t yet picked up. You can return data to this webhook request, which will be used as context for the conversation. This is the only way to load context into conversations that aren’t triggered by an API call, such as incoming phone calls.

Learn more about context.

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conversation.ended

This webhook is sent when the conversation completes. At this point, you’re guaranteed that the conversation has terminated and will have a status of one of the following: completed, failed, busy, no-answer or voicemail.