Conversation Ended Webhook

Webhook sent after a chat conversation ends containing transcript, extracted variables, and customer data

The Conversation Ended Webhook is automatically sent to your specified webhook URL after a chat conversation (WhatsApp or Web Widget) ends. This webhook contains the full transcript, extracted variables, customer information, and sender details.

Webhook Configuration

To enable conversation ended webhooks:

1. Use the Enable Conversation Ended Webhook API endpoint
2. Provide your webhook URL where notifications will be sent
3. Optionally configure post-call variables on your assistant to extract structured data from conversations

Request Format

The webhook is sent as a POST request to your configured URL with the following JSON payload:

Payload Structure

id · integer

Numeric identifier of the conversation (the same id shown in the dashboard conversation URL). Use conversation_id (UUID) when calling the API.

conversation_id · string

Unique identifier (UUID) of the conversation

assistant_id · string

Unique identifier (UUID) of the assistant that handled the conversation

type · string

The type of conversation. Possible values: widget, whatsapp

message_count · integer

Total number of messages exchanged in the conversation

status · string

Status of the conversation. Value: ended

extracted_variables · object

Variables extracted by AI based on your assistant’s post-call schema configuration

Show Example extracted variables

status · boolean

Whether the conversation objective was achieved

summary · string

Conversation summary

custom_variable · string|number|boolean

Any custom variables you defined in the assistant configuration

input_variables · object

Variables that were passed to the assistant at the start of the conversation (e.g., from pre-chat form fields or automation flows)

transcript · array

Array of message objects representing the full conversation, ordered oldest to newest

Show Message properties

role · string

The sender role: user, assistant, or system (system messages mark events such as a human agent taking over the chat)

content · string

The message text. For media messages this is the caption or a short placeholder (e.g. [Image]); audio notes contain the transcribed text

timestamp · string

ISO 8601 timestamp of the individual message, in the user’s configured timezone. Lets you order messages and see how long a conversation spanned (useful for chats that run over several days)

timestamp_unix · integer

Unix timestamp (seconds since epoch) of the individual message. Convenient for arithmetic — e.g. computing the gap between two messages without parsing the ISO string

formatted_transcript · string

Human-readable formatted transcript with AI: and Customer: prefixes

attachments · array

Media files (images, videos, documents) shared during the conversation. Each entry includes a direct URL you can pass to external services (for example, image or video analysis). This is an empty array when no media was shared — media is typically present on WhatsApp conversations.

Show Attachment properties

type · string

The media category. Possible values: image, video, audio, document

url · string

Direct URL to download the media file

filename · string

Original file name of the media

customer_phone · string

Customer phone number (available for WhatsApp conversations, null for widget conversations)

customer_name · string

Customer name if provided (e.g., from pre-chat form), or null

sender · object

WhatsApp sender information (only present for WhatsApp conversations, null for widget)

Show Sender properties

phone_number · string

The WhatsApp sender phone number

display_name · string

The WhatsApp sender display name

created_at · string

ISO 8601 timestamp when the conversation started (in the user’s configured timezone)

ended_at · string

ISO 8601 timestamp when the conversation ended (in the user’s configured timezone)

Conversation Ended Webhook Payload

{
  "id": 8842,
  "conversation_id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "assistant_id": "f9e8d7c6-b5a4-3210-fedc-ba9876543210",
  "type": "widget",
  "message_count": 8,
  "status": "ended",
  "extracted_variables": {
    "status": true,
    "summary": "Customer asked about pricing plans and was interested in the Pro plan"
  },
  "input_variables": {
    "name": "John Doe",
    "email": "[e-mail]"
  },
  "transcript": [
    {
      "role": "assistant",
      "content": "Hi! How can I help you today?",
      "timestamp": "2026-02-23T09:30:00+01:00",
      "timestamp_unix": 1771835400
    },
    {
      "role": "user",
      "content": "I have a question about your service.",
      "timestamp": "2026-02-23T09:31:12+01:00",
      "timestamp_unix": 1771835472
    },
    {
      "role": "assistant",
      "content": "Of course! I'd be happy to help. What would you like to know?",
      "timestamp": "2026-02-23T09:31:15+01:00",
      "timestamp_unix": 1771835475
    },
    {
      "role": "user",
      "content": "What are your pricing plans?",
      "timestamp": "2026-02-23T09:58:40+01:00",
      "timestamp_unix": 1771837120
    }
  ],
  "formatted_transcript": "AI: Hi! How can I help you today?\nCustomer: I have a question about your service.\nAI: Of course! I'd be happy to help. What would you like to know?\nCustomer: What are your pricing plans?",
  "attachments": [],
  "customer_phone": null,
  "customer_name": "John Doe",
  "sender": null,
  "created_at": "2026-02-23T09:30:00+01:00",
  "ended_at": "2026-02-23T10:00:00+01:00"
}

Retry Behavior

If your webhook endpoint returns a non-2xx status code or the request fails, the system will retry:

Attempt	Delay
1st retry	30 seconds
2nd retry	60 seconds
3rd retry	120 seconds

After 3 failed attempts, the webhook delivery is marked as failed and no further retries are attempted.

Important Notes

• The conversation_id and assistant_id are UUIDs, not integer IDs
• The sender field is only populated for WhatsApp conversations — it will be null for web widget conversations
• The customer_phone is only available for WhatsApp conversations
• The customer_name comes from pre-chat form data or conversation context
• Timestamps use the user’s configured timezone (ISO 8601 format)
• The extracted_variables are populated from your assistant’s post-call schema evaluation
• The input_variables contain data from pre-chat forms (web widget) or automation flows
• The attachments array lists media (images, videos, documents) shared during the conversation, each with a downloadable url — useful for forwarding to external analysis tools. It is an empty array when no media was shared (most common on web widget conversations)