Webhooks
Event Payload
Webhooks
Event Payload
Once an event triggers and you have a Webhook set up for that event, you will get a POST request at your backend URL
Ticket Create
Triggers when a ticket is created in MyAlice
{
"action": "ticket.created",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192170,
"is_replied": false,
"is_resolved": false,
"conversation_text": "ticket",
"created_at": "1670078420",
"assigned_agent": null,
"assigned_group": null,
"resolved_by": null,
"tags": []
}
}
Ticket Resolve
Triggers when a ticket is resolved in MyAlice
# TICKET RESOLVED
{
"action": "ticket.resolved",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192170,
"is_replied": false,
"is_resolved": true,
"conversation_text": "ticket",
"created_at": "1670078420",
"assigned_agent": null,
"assigned_group": null,
"resolved_by": {
"id": 7,
"email": "shuvo.rahman@getalice.ai",
"avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
"full_name": "Shuvo Rahman",
"status": "online"
},
"tags": []
}
}
Ticket Tag
Triggers when a ticket is tagged in MyAlice
{
"action": "ticket.tagged",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192573,
"is_replied": true,
"is_resolved": false,
"conversation_text": "",
"created_at": "1670079237",
"assigned_agent": {
"id": 7,
"email": "shuvo.rahman@getalice.ai",
"avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
"full_name": "Shuvo Rahman",
"status": "online"
},
"assigned_group": null,
"resolved_by": null,
"tags": [
{
"id": 2909,
"name": "Test Tag"
}
]
}
}
Ticket Reopen
Triggers when a ticket is reopened in MyAlice
{
"action": "ticket.reopened",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192170,
"is_replied": false,
"is_resolved": true,
"conversation_text": "ticket",
"created_at": "1670078420",
"assigned_agent": null,
"assigned_group": null,
"reopened_by": {
"id": 7,
"email": "shuvo.rahman@getalice.ai",
"avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
"full_name": "Shuvo Rahman",
"status": "online"
},
"tags": []
}
}
Customer Create
Triggers when a customer is created in MyAlice
{
"action": "customer.created",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {}
}
Message Sent
Triggers when a WhatsApp Message is sent to a Phone Number by WhatsApp
{
"action": "message.sent",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {},
"message": {
"cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
"timestamp": "1686591922",
"error": []
}
}
Message Delivered
Triggers when a WhatsApp Message is delivered to a Phone Number by WhatsApp
{
"action": "message.delivered",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {},
"message": {
"cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
"timestamp": "1686591922",
"error": []
}
}
Message Read
Triggers when a WhatsApp Message is read to a Phone Number by WhatsApp
{
"action": "message.read",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {},
"message": {
"cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
"timestamp": "1686591922",
"error": []
}
}
Message Failed
Triggers when a WhatsApp Message is failed to send to a Phone Number by WhatsApp
{
"action": "message.failed",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "shuvo@myalice.ai",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {},
"message": {
"cid": "wamid.HBgLMTY1MDM4Nzk0MzkVAgARGBJGODlDQjZBNjUxMUQ5NEU0MEUA",
"timestamp": "1686591922",
"error": [
{
"code": 131026,
"title": "Receiver is incapable of receiving this message"
}
]
}
}