Overview

Events are how Glassix can communicate with your systems. Events are meant to trigger actions in your system or functions, such as Ticket documentation, Creating a new Ticket, and more. Webhooks will be sent to the endpoint you define via Post request in real time. If you can't receive requests in real-time, you can use polling via Get Requests. For more information on configuring your Webhooks, read here.

Event Types

Ticket State Change

{
  "key": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
  "dateTime": "2025-10-05T07:35:22.8967474Z",
  "changes": [
    {
      "_event": "TICKET_STATE_CHANGE",
      "ticketId": 177835768,
      "ticketState": "Open",
      "ticket": {
        "id": 177835768,
        "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
        "field1": "",
        "field2": "",
        "field3": "",
        "field4": "",
        "field5": "",
        "field6": "",
        "field7": "",
        "field8": "",
        "field9": "",
        "field10": "",
        "culture": "en-US",
        "ticketType": "Regular",
        "tags": [],
        "owner": {
          "id": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
          "gender": "Undefined",
          "UserName": "christopher.meador@gmail.com",
          "culture": "en-US",
          "isAnonymous": true,
          "uniqueArgument": "",
          "type": "AGENT"
        },
        "state": "Open",
        "open": "2025-10-05T07:34:01Z",
        "close": "0001-01-01T00:00:00",
        "lastActivity": "2025-10-05T07:35:31Z",
        "uniqueArgument": "",
        "details": {
          "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.82 Safari/537.36",
          "iPAddress": "16.35.197.175",
          "location": "Bridgeville, Pennsylvania",
          "cardsPath": "Set Value/Main",
          "source": {
            "title": "Tuscany vacation",
            "uri": "https://www.example.com/tuscany_vacation"
          },
          "isMobile": false,
          "referral": {
            "utmParameters": {
              "utm_source": "google",
              "utm_medium": "cpc",
              "utm_campaign": "spring_sale",
              "utm_content": "running+shoes",
              "utm_term": "logolink"
            },
            "adId": "",
            "adTitle": "",
            "refData": "",
            "productId": "",
            "fbPostId": "",
            "instagramStoryId": "",
            "appleIntentId": "",
            "appleGroupId": "",
            "twitterRootTweetId": "",
            "tikTokVideoId": "",
            "tikTokCommentId": "",
            "whatsappHeadline": "",
            "whatsappBody": "",
            "whatsappSourceType": "",
            "whatsappSourceId": ""
          }
        },
        "primaryProtocolType": "Web",
        "movedToTicketId": 0,
        "movedToDepartmentId": "00000000-0000-0000-0000-000000000000",
        "movedFromTicketId": 0,
        "movedFromDepartmentId": "00000000-0000-0000-0000-000000000000",
        "firstAgentAllocationTimestamp": "2025-10-05T07:34:35Z",
        "lastAgentAllocationTimestamp": "2025-10-05T07:34:35Z",
        "agentMediaCount": 0,
        "customerMediaCount": 0,
        "agentMessagesCount": 0,
        "customerMessagesCount": 0,
        "durationNet": "00:00:00",
        "durationGross": "00:00:00",
        "agentCannedRepliesCount": 0,
        "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
        "botConversations": [
          "7215046a-c214-41b4-a3ac-ae78eb059130"
        ],
        "isIncoming": true,
        "isScrambled": false,
        "participants": [
          {
            "id": 1,
            "name": "Peggy D Smith",
            "type": "Client",
            "identifier": "44291123-61a0-4fe2-aabf-2bf67bb8a741",
            "departmentIdentifier": "LKWGMCufuDfBhm6iDg5v",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "e9d87fcf-df3f-47d8-a7ff-60b83b6a7ef3",
            "userName": ""
          },
          {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "bf5fef76-5c0f-45c3-be45-9fe3536a0245",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927@glassix.bot"
          },
          {
            "id": 3,
            "name": "Christopher A Meador",
            "type": "User",
            "identifier": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
            "departmentIdentifier": "",
            "displayName": "Christopher",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "christopher.meador@gmail.com"
          }
        ],
        "dynamicParameters": [
          {
            "id": "22121096-1a86-4a54-863d-00fec697b615",
            "flowId": "00000000-0000-0000-0000-000000000000",
            "name": "name",
            "strValue": "Peggy D Smith",
            "boolValue": false,
            "numValue": 0.0,
            "intValue": 0,
            "type": "String",
            "description": "",
            "creationDatetime": "2023-06-22T06:32:59Z"
          }
        ],
        "botConversationSteps": [
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "11f60287-a3ab-4e89-a776-93acc73cb003",
            "cardFriendlyName": "Set Value",
            "visitDatetime": "2025-10-05T07:34:03.637Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "fb0c5528-8b25-4daa-a285-4e7e262a476c",
            "cardFriendlyName": "Main",
            "visitDatetime": "2025-10-05T07:34:04.564Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "SesionOpened",
            "uniqueCardId": "00000000-0000-0000-0000-000000000000",
            "visitDatetime": "2025-10-05T07:34:35.815Z"
          }
        ],
        "ticketSummary": {
          "userId": "00000000-0000-0000-0000-000000000000",
          "value": ""
        },
        "nestedTicketsIds": [],
        "parentNestedTicketId": 0,
        "wasClosedAutomatically": false,
        "transactionsCount": 6
      }
    }
  ]
}

New Ticket

{
  "key": "00000000-0000-0000-0000-000000000000",
  "dateTime": "2018-11-25T14:10:39.1744945Z",
  "changes": [
    {
      "_event": "NEW_TICKET",
      "ticketId": 7638788,
      "ticket": {
        "id": 7638788,
        "departmentId": "00000000-0000-0000-0000-000000000000",
        "field1": "Tuscany vacation",
        "field2": "4448 Badger Pond Lane, Bridgeville",
        "field3": "15017",
        "field4": "724-986-9436",
        "field5": "",
        "field6": "",
        "field7": "",
        "field8": "",
        "field9": "",
        "field10": "",
        "culture": "en-US",
        "ticketType": "GlassixBot",
        "tags": [
          "Sales"
        ],
        "owner": {
          "id": "00000000-0000-0000-0000-000000000000",
          "gender": "Female",
          "UserName": "christopher.meador@gmail.com",
          "culture": "en-US",
          "isAnonymous": false,
          "uniqueArgument": "",
          "type": "AGENT"
        },
        "state": "Open",
        "open": "2021-03-16T14:17:31.3567578Z",
        "close": "0001-01-01T00:00:00",
        "uniqueArgument": "",
        "participants": [
          {
            "id": 1,
            "name": "Peggy D Smith",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "type": "Client",
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": ""
          },
          {
            "id": 2,
            "name": "Christopher A Meador",
            "displayName": "Christopher",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "identifier": "00000000-0000-0000-0000-000000000000",
            "departmentIdentifier": "",
            "type": "User",
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "christopher.meador@gmail.com"
          }
        ],
        "details": {
          "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.82 Safari/537.36",
          "iPAddress": "16.35.197.175",
          "location": "Bridgeville, Pennsylvania",
          "isMobile": false,
          "source": {
            "title": "Tuscany vacation",
            "uri": "https://www.example.com/tuscany_vacation"
          },
          "referral": {
            "utmParameters": {
              "utm_source": "google",
              "utm_medium": "cpc",
              "utm_campaign": "spring_sale",
              "utm_content": "running+shoes",
              "utm_term": "logolink"
            },
            "adId": "",
            "adTitle": "",
            "productId": "",
            "refData": "",
            "fbPostId": ""
          }
        },
        "primaryProtocolType": "Web",
        "movedToTicketId": 0,
        "movedToDepartmentId": "00000000-0000-0000-0000-000000000000",
        "queueTimeGross": "00:00:00",
        "queueTimeNet": "00:00:00",
        "firstAgentResponseTimeGross": "00:00:00",
        "firstAgentResponseTimeNet": "00:00:00",
        "agentMediaCount": 0,
        "customerMediaCount": 0,
        "agentMessagesCount": 0,
        "customerMessagesCount": 0,
        "durationNet": "00:00:00",
        "durationGross": "00:00:00",
        "agentResponseAverageTimeNet": "00:00:00",
        "agentCannedRepliesCount": 0,
        "botConversationId": "00000000-0000-0000-0000-000000000000",
	"dynamicParameters": []
      }
    }
  ]
}

Ticket Tags Change

{
  "key": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
  "dateTime": "2025-10-05T07:36:07.9313101Z",
  "changes": [
    {
      "_event": "TICKET_TAGS_CHANGE",
      "ticketId": 177835768,
      "nextTags": [
        "Bot Tag 1"
      ],
      "ticket": {
        "id": 177835768,
        "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
        "field1": "",
        "field2": "",
        "field3": "",
        "field4": "",
        "field5": "",
        "field6": "",
        "field7": "",
        "field8": "",
        "field9": "",
        "field10": "",
        "culture": "en-US",
        "ticketType": "Regular",
        "tags": [
          "Bot Tag 1"
        ],
        "owner": {
          "id": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
          "gender": "Undefined",
          "UserName": "christopher.meador@gmail.com",
          "culture": "en-US",
          "isAnonymous": true,
          "uniqueArgument": "",
          "type": "AGENT"
        },
        "state": "Open",
        "open": "2025-10-05T07:34:01Z",
        "close": "0001-01-01T00:00:00",
        "lastActivity": "2025-10-05T07:35:31Z",
        "uniqueArgument": "",
        "details": {
          "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.82 Safari/537.36",
          "iPAddress": "16.35.197.175",
          "location": "Bridgeville, Pennsylvania",
          "cardsPath": "Set Value/Main",
          "source": {
            "title": "Tuscany vacation",
            "uri": "https://www.example.com/tuscany_vacation"
          },
          "isMobile": false,
          "referral": {
            "utmParameters": {
              "utm_source": "google",
              "utm_medium": "cpc",
              "utm_campaign": "spring_sale",
              "utm_content": "running+shoes",
              "utm_term": "logolink"
            },
            "adId": "",
            "adTitle": "",
            "refData": "",
            "productId": "",
            "fbPostId": "",
            "instagramStoryId": "",
            "appleIntentId": "",
            "appleGroupId": "",
            "twitterRootTweetId": "",
            "tikTokVideoId": "",
            "tikTokCommentId": "",
            "whatsappHeadline": "",
            "whatsappBody": "",
            "whatsappSourceType": "",
            "whatsappSourceId": ""
          }
        },
        "primaryProtocolType": "Web",
        "movedToTicketId": 0,
        "movedToDepartmentId": "00000000-0000-0000-0000-000000000000",
        "movedFromTicketId": 0,
        "movedFromDepartmentId": "00000000-0000-0000-0000-000000000000",
        "firstAgentMessageDateTime": "2025-10-05T07:35:31Z",
        "firstAgentMessageUserId": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
        "agentAssignToResponseTimeGross": "00:00:56",
        "agentAssignToResponseTimeNet": "00:00:56",
        "lastAgentMessageDateTime": "2025-10-05T07:35:31Z",
        "firstAgentResponseTimeGross": "00:00:55",
        "firstAgentResponseTimeNet": "00:00:55",
        "firstAgentAllocationTimestamp": "2025-10-05T07:34:35Z",
        "lastAgentAllocationTimestamp": "2025-10-05T07:34:35Z",
        "agentMediaCount": 0,
        "customerMediaCount": 0,
        "agentMessagesCount": 1,
        "customerMessagesCount": 0,
        "durationNet": "00:00:00",
        "durationGross": "00:00:00",
        "agentCannedRepliesCount": 0,
        "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
        "botConversations": [
          "7215046a-c214-41b4-a3ac-ae78eb059130"
        ],
        "isIncoming": true,
        "isScrambled": false,
        "participants": [
          {
            "id": 1,
            "name": "Peggy D Smith",
            "type": "Client",
            "identifier": "44291123-61a0-4fe2-aabf-2bf67bb8a741",
            "departmentIdentifier": "LKWGMCufuDfBhm6iDg5v",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "e9d87fcf-df3f-47d8-a7ff-60b83b6a7ef3",
            "userName": ""
          },
          {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "bf5fef76-5c0f-45c3-be45-9fe3536a0245",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927@glassix.bot"
          },
          {
            "id": 3,
            "name": "Christopher A Meador",
            "type": "User",
            "identifier": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
            "departmentIdentifier": "",
            "displayName": "Christopher",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "christopher.meador@gmail.com"
          }
        ],
        "dynamicParameters": [
          {
            "id": "22121096-1a86-4a54-863d-00fec697b615",
            "flowId": "00000000-0000-0000-0000-000000000000",
            "name": "name",
            "strValue": "Peggy D Smith",
            "boolValue": false,
            "numValue": 0.0,
            "intValue": 0,
            "type": "String",
            "description": "",
            "creationDatetime": "2023-06-22T06:32:59Z"
          }
        ],
        "botConversationSteps": [
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "11f60287-a3ab-4e89-a776-93acc73cb003",
            "cardFriendlyName": "Set Value",
            "visitDatetime": "2025-10-05T07:34:03.637Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "fb0c5528-8b25-4daa-a285-4e7e262a476c",
            "cardFriendlyName": "Main",
            "visitDatetime": "2025-10-05T07:34:04.564Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "SesionOpened",
            "uniqueCardId": "00000000-0000-0000-0000-000000000000",
            "visitDatetime": "2025-10-05T07:34:35.815Z"
          }
        ],
        "ticketSummary": {
          "userId": "00000000-0000-0000-0000-000000000000",
          "value": ""
        },
        "nestedTicketsIds": [],
        "parentNestedTicketId": 0,
        "wasClosedAutomatically": false,
        "transactionsCount": 8
      }
    }
  ]
}

Ticket Owner Change

{
  "key": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
  "dateTime": "2025-10-05T07:34:37.9254307Z",
  "changes": [
    {
      "_event": "TICKET_OWNER_CHANGE",
      "ticketId": 177835768,
      "ownerId": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
      "ownerUserName": "omer.baruch@glassix.com",
      "ticket": {
        "id": 177835768,
        "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
        "field1": "",
        "field2": "",
        "field3": "",
        "field4": "",
        "field5": "",
        "field6": "",
        "field7": "",
        "field8": "",
        "field9": "",
        "field10": "",
        "culture": "en-US",
        "ticketType": "Regular",
        "tags": [],
        "owner": {
          "id": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
          "gender": "Undefined",
          "UserName": "christopher.meador@gmail.com",
          "culture": "en-US",
          "isAnonymous": true,
          "uniqueArgument": "",
          "type": "AGENT"
        },
        "state": "Open",
        "open": "2025-10-05T07:34:01Z",
        "close": "0001-01-01T00:00:00",
        "lastActivity": "2025-10-05T07:35:31Z",
        "uniqueArgument": "",
        "details": {
          "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.82 Safari/537.36",
          "iPAddress": "16.35.197.175",
          "location": "Bridgeville, Pennsylvania",
          "cardsPath": "Set Value/Main",
          "source": {
            "title": "Tuscany vacation",
            "uri": "https://www.example.com/tuscany_vacation"
          },
          "isMobile": false,
          "referral": {
            "utmParameters": {
              "utm_source": "google",
              "utm_medium": "cpc",
              "utm_campaign": "spring_sale",
              "utm_content": "running+shoes",
              "utm_term": "logolink"
            },
            "adId": "",
            "adTitle": "",
            "refData": "",
            "productId": "",
            "fbPostId": "",
            "instagramStoryId": "",
            "appleIntentId": "",
            "appleGroupId": "",
            "twitterRootTweetId": "",
            "tikTokVideoId": "",
            "tikTokCommentId": "",
            "whatsappHeadline": "",
            "whatsappBody": "",
            "whatsappSourceType": "",
            "whatsappSourceId": ""
          }
        },
        "primaryProtocolType": "Web",
        "movedToTicketId": 0,
        "movedToDepartmentId": "00000000-0000-0000-0000-000000000000",
        "movedFromTicketId": 0,
        "movedFromDepartmentId": "00000000-0000-0000-0000-000000000000",
        "firstAgentAllocationTimestamp": "2025-10-05T07:34:35.2995425Z",
        "lastAgentAllocationTimestamp": "2025-10-05T07:34:35.2995425Z",
        "agentMediaCount": 0,
        "customerMediaCount": 0,
        "agentMessagesCount": 0,
        "customerMessagesCount": 0,
        "durationNet": "00:00:00",
        "durationGross": "00:00:00",
        "agentCannedRepliesCount": 0,
        "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
        "botConversations": [
          "7215046a-c214-41b4-a3ac-ae78eb059130"
        ],
        "isIncoming": true,
        "isScrambled": false,
        "participants": [
          {
            "id": 1,
            "name": "Peggy D Smith",
            "type": "Client",
            "identifier": "44291123-61a0-4fe2-aabf-2bf67bb8a741",
            "departmentIdentifier": "LKWGMCufuDfBhm6iDg5v",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "e9d87fcf-df3f-47d8-a7ff-60b83b6a7ef3",
            "userName": ""
          },
          {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "bf5fef76-5c0f-45c3-be45-9fe3536a0245",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927@glassix.bot"
          },
          {
            "id": 3,
            "name": "Christopher A Meador",
            "type": "User",
            "identifier": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
            "departmentIdentifier": "",
            "displayName": "Christopher",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "christopher.meador@gmail.com"
          }
        ],
        "dynamicParameters": [
          {
            "id": "22121096-1a86-4a54-863d-00fec697b615",
            "flowId": "00000000-0000-0000-0000-000000000000",
            "name": "name",
            "strValue": "Peggy D Smith",
            "boolValue": false,
            "numValue": 0.0,
            "intValue": 0,
            "type": "String",
            "description": "",
            "creationDatetime": "2023-06-22T06:32:59Z"
          }
        ],
        "botConversationSteps": [
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "11f60287-a3ab-4e89-a776-93acc73cb003",
            "cardFriendlyName": "Set Value",
            "visitDatetime": "2025-10-05T07:34:03.637Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "fb0c5528-8b25-4daa-a285-4e7e262a476c",
            "cardFriendlyName": "Main",
            "visitDatetime": "2025-10-05T07:34:04.564Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "SesionOpened",
            "uniqueCardId": "00000000-0000-0000-0000-000000000000",
            "visitDatetime": "2025-10-05T07:34:35.8156069Z"
          }
        ],
        "ticketSummary": {
          "userId": "00000000-0000-0000-0000-000000000000",
          "value": ""
        },
        "nestedTicketsIds": [],
        "parentNestedTicketId": 0,
        "wasClosedAutomatically": false,
        "transactionsCount": 4
      }
    }
  ]
}

Ticket Fields Change

{
  "key": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
  "dateTime": "2025-10-05T07:37:38.4350134Z",
  "changes": [
    {
      "_event": "TICKET_FIELDS_CHANGE",
      "ticketId": 177835768,
      "ticket": {
        "id": 177835768,
        "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
        "field1": "",
        "field2": "",
        "field3": "",
        "field4": "",
        "field5": "",
        "field6": "",
        "field7": "Bot conversation complete",
        "field8": "",
        "field9": "",
        "field10": "",
        "culture": "en-US",
        "ticketType": "Regular",
        "tags": [
          "Bot Tag 1"
        ],
        "owner": {
          "id": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
          "gender": "Undefined",
          "UserName": "christopher.meador@gmail.com",
          "culture": "en-US",
          "isAnonymous": true,
          "uniqueArgument": "",
          "type": "AGENT"
        },
        "state": "Open",
        "open": "2025-10-05T07:34:01Z",
        "close": "0001-01-01T00:00:00",
        "lastActivity": "2025-10-05T07:35:31Z",
        "uniqueArgument": "",
        "details": {
          "userAgent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/89.0.4389.82 Safari/537.36",
          "iPAddress": "16.35.197.175",
          "location": "Bridgeville, Pennsylvania",
          "cardsPath": "Set Value/Main",
          "source": {
            "title": "Tuscany vacation",
            "uri": "https://www.example.com/tuscany_vacation"
          },
          "isMobile": false,
          "referral": {
            "utmParameters": {
              "utm_source": "google",
              "utm_medium": "cpc",
              "utm_campaign": "spring_sale",
              "utm_content": "running+shoes",
              "utm_term": "logolink"
            },
            "adId": "",
            "adTitle": "",
            "refData": "",
            "productId": "",
            "fbPostId": "",
            "instagramStoryId": "",
            "appleIntentId": "",
            "appleGroupId": "",
            "twitterRootTweetId": "",
            "tikTokVideoId": "",
            "tikTokCommentId": "",
            "whatsappHeadline": "",
            "whatsappBody": "",
            "whatsappSourceType": "",
            "whatsappSourceId": ""
          }
        },
        "primaryProtocolType": "Web",
        "movedToTicketId": 0,
        "movedToDepartmentId": "00000000-0000-0000-0000-000000000000",
        "movedFromTicketId": 0,
        "movedFromDepartmentId": "00000000-0000-0000-0000-000000000000",
        "firstAgentMessageDateTime": "2025-10-05T07:35:31Z",
        "firstAgentMessageUserId": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
        "agentAssignToResponseTimeGross": "00:00:56",
        "agentAssignToResponseTimeNet": "00:00:56",
        "lastAgentMessageDateTime": "2025-10-05T07:35:31Z",
        "firstAgentResponseTimeGross": "00:00:55",
        "firstAgentResponseTimeNet": "00:00:55",
        "firstAgentAllocationTimestamp": "2025-10-05T07:34:35Z",
        "lastAgentAllocationTimestamp": "2025-10-05T07:34:35Z",
        "agentMediaCount": 0,
        "customerMediaCount": 0,
        "agentMessagesCount": 1,
        "customerMessagesCount": 0,
        "durationNet": "00:00:00",
        "durationGross": "00:00:00",
        "agentCannedRepliesCount": 0,
        "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
        "botConversations": [
          "7215046a-c214-41b4-a3ac-ae78eb059130"
        ],
        "isIncoming": true,
        "isScrambled": false,
        "participants": [
          {
            "id": 1,
            "name": "Peggy D Smith",
            "type": "Client",
            "identifier": "44291123-61a0-4fe2-aabf-2bf67bb8a741",
            "departmentIdentifier": "LKWGMCufuDfBhm6iDg5v",
            "displayName": "",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "e9d87fcf-df3f-47d8-a7ff-60b83b6a7ef3",
            "userName": ""
          },
          {
            "id": 2,
            "name": "BOT",
            "type": "User",
            "identifier": "bf5fef76-5c0f-45c3-be45-9fe3536a0245",
            "departmentIdentifier": "",
            "displayName": "BOT",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": false,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927@glassix.bot"
          },
          {
            "id": 3,
            "name": "Christopher A Meador",
            "type": "User",
            "identifier": "785b4210-1ca5-4368-bb81-a22c8f8bf4b0",
            "departmentIdentifier": "",
            "displayName": "Christopher",
            "protocolType": "Web",
            "subProtocolType": "Undefined",
            "isActive": true,
            "isDeleted": false,
            "contactId": "00000000-0000-0000-0000-000000000000",
            "userName": "christopher.meador@gmail.com"
          }
        ],
        "dynamicParameters": [
          {
            "id": "22121096-1a86-4a54-863d-00fec697b615",
            "flowId": "00000000-0000-0000-0000-000000000000",
            "name": "name",
            "strValue": "Peggy D Smith",
            "boolValue": false,
            "numValue": 0.0,
            "intValue": 0,
            "type": "String",
            "description": "",
            "creationDatetime": "2023-06-22T06:32:59Z"
          }
        ],
        "botConversationSteps": [
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "11f60287-a3ab-4e89-a776-93acc73cb003",
            "cardFriendlyName": "Set Value",
            "visitDatetime": "2025-10-05T07:34:03.637Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "Card",
            "uniqueCardId": "fb0c5528-8b25-4daa-a285-4e7e262a476c",
            "cardFriendlyName": "Main",
            "visitDatetime": "2025-10-05T07:34:04.564Z"
          },
          {
            "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
            "botConversationId": "7215046a-c214-41b4-a3ac-ae78eb059130",
            "flowId": "f270a246-e614-4b48-a782-10fb7c43712c",
            "flowVersion": 1.18,
            "flowName": "POST Test",
            "stepType": "SesionOpened",
            "uniqueCardId": "00000000-0000-0000-0000-000000000000",
            "visitDatetime": "2025-10-05T07:34:35.815Z"
          }
        ],
        "ticketSummary": {
          "userId": "00000000-0000-0000-0000-000000000000",
          "value": ""
        },
        "nestedTicketsIds": [],
        "parentNestedTicketId": 0,
        "wasClosedAutomatically": false,
        "transactionsCount": 8
      },
      "field1": "",
      "field2": "",
      "field3": "",
      "field4": "",
      "field5": "",
      "field6": "",
      "field7": "Bot conversation complete",
      "field8": "",
      "field9": "",
      "field10": ""
    }
  ]
}

User Status Change

{
 "key": "00000000-0000-0000-0000-000000000000",
 "dateTime": "2018-11-25T14:24:12.3750814Z",
 "changes": [
   {
     "_event": "USER_STATUS_CHANGE",
     "userId": "00000000-0000-0000-0000-000000000000",
     "userName": "user@example.com",
     "userStatus": "Break",
     "doNotDisturb" : false
   }
 ]
}

New Message

{
"key": "00000000-0000-0000-0000-000000000000",
"dateTime": "2018-11-25T14:26:58.994518Z",
"changes": [
  {
    "_event": "NEW_MESSAGE",
    "ticketId": 137694,
    "transaction": {
      "id": 2139646,
      "dateTime": "2018-11-25T14:26:57.9403362Z",
      "fromProtocolType": "Web",
      "type": "Message",
      "text": "Hi",
      "html": "<head></head><body><p>Hi</p></body>",
      "status": "Pending",
      "fromParticipant": {
        "id": 3,
        "name": "John Wick",
        "displayName": "John",
        "protocolType": "Web",
        "subProtocolType": "Undefined",
        "isActive": true,
        "isDeleted": false,
        "identifier": "00000000-0000-0000-0000-000000000000",
        "type": "User"
      },
      "attachments": [
        {
          "id": 1557,
          "type": "Image",
          "fileIdentifier": "201118135610uploadedimageklapzqep.jpg",
          "originalFileName": "UPLOADED_IMAGE.jpg",
          "thumbnails": [
            "https://glassix-test.s3.eu-central-1.amazonaws.com/thumbnail_201118135610uploadedimageklapzqep.jpg?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20181120/eu-central-1/s3/aws4_request&X-Amz-Date=20181120T140436Z&X-Amz-SignedHeaders=host&X-Amz-Signature=766df921e38312c96621e63150df3143a4570c532670404ce6ba2982886c69ca"
          ],
          "uri": "https://glassix-test.s3.eu-central-1.amazonaws.com/201118135610uploadedimageklapzqep.jpg?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20181120/eu-central-1/s3/aws4_request&X-Amz-Date=20181120T140436Z&X-Amz-SignedHeaders=host&X-Amz-Signature=8b17ad1960aa0302b8071bbf0ac51dec0c79cacc2b9bec7ae9aff7ad1c337258",
          "isEmbedded": false
        }
      ]
    }
  }
]
}

Document Signed

{
  "key": "00000000-0000-0000-0000-000000000000",
  "dateTime": "2019-01-09T12:12:00.6752447Z",
  "changes": [
      {
          "_event": "DOCUMENT_SIGNED",
          "ticketId": 16018,
          "document": {
              "attachmentId": 1833,
              "transactionId": 34196,
              "baseDocumentName": "020119143719newdeliverynotesignaturetesttenzhl0i.pdf",
              "baseDocumentUri": "https://glassix-test.s3.eu-central-1.amazonaws.com/020119143719newdeliverynotesignaturetesttenzhl0i.pdf?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20190109/eu-central-1/s3/aws4_request&X-Amz-Date=20190109T121158Z&X-Amz-SignedHeaders=host&X-Amz-Signature=dd46e4221e679fafc8385956708249eba356507b916ec6b5ad22b6f5b7ba418b",
              "latestDocumentFileName": "090119121155020119143719newdeliverynotesignaturetestqnldgqfi.pdf",
              "latestDocumentUri": "https://glassix-test.s3.eu-central-1.amazonaws.com/090119121155020119143719newdeliverynotesignaturetestqnldgqfi.pdf?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20190109/eu-central-1/s3/aws4_request&X-Amz-Date=20190109T121158Z&X-Amz-SignedHeaders=host&X-Amz-Signature=57536dce16f6c03cc3197bdb762f86841d3ba0883b73dfa0471dbca86fa105c2",
              "baseDocumentThumbnails": [
                  "020119143719newdeliverynotesignaturetesttenzhl0i.png"
              ],
              "baseDocumentThumbnailsUris": [
                  "https://glassix-test.s3.eu-central-1.amazonaws.com/020119143719newdeliverynotesignaturetesttenzhl0i.png?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20190109/eu-central-1/s3/aws4_request&X-Amz-Date=20190109T121158Z&X-Amz-SignedHeaders=host&X-Amz-Signature=3054d23056ef12ba0f03ce0cb65b4f24dfd53feba68e2582ba1f42a56fa160c5"
              ],
              "isLocked": true,
              "isCompleted": true,
              "latestDocumentThumbnails": [
                  "090119121155020119143719newdeliverynotesignaturetestqnldgqfi.png"
              ],
              "latestDocumentThumbnailsUris": [
                  "https://glassix-test.s3.eu-central-1.amazonaws.com/090119121155020119143719newdeliverynotesignaturetestqnldgqfi.png?X-Amz-Expires=10800&X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=AKIAJIFZS27UMTE47NXA/20190109/eu-central-1/s3/aws4_request&X-Amz-Date=20190109T121158Z&X-Amz-SignedHeaders=host&X-Amz-Signature=0023c1a12869ea00ae553cd20a4e976f9e8f6b901bae8c97d152b8b4d4187a90"
              ],
              "fields": [
                  {
                      "id": 351,
                      "parentId": 42,
                      "name": "Signature",
                      "title": "Sign here",
                      "subtitle": "",
                      "type": "Signature",
                      "forParticipant": 1,
                      "strValue": "090119121152signaturejjt6r2mi.png",
                      "boolValue": false,
                      "defaultValue": "",
                      "isMandatory": true,
                      "fillOrder": 0,
                      "fieldParentID": 0,
                      "validationPattern": "",
                      "acceptedValues": [],
                      "groupName": ""
                  }
              ],
              "id": 42,
              "title": "Example document",
              "parentId": 41,
              "type": "Document"
          }
      }
  ]
}

Non-Ticket Message Status

See the Protocol Send and the Send a Non-Ticket Message documentation for more information.

{
  "key": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
  "dateTime": "2025-11-04T12:00:48.9634937Z",
  "changes": [
    {
      "_event": "NON_TICKET_MESSAGE_STATUS",
      "message": {
        "text": "Message here",
        "id": "00000000-0000-0000-0000-000000000000", // Your custom ID, if you added it to the request
        "protocolType": "WhatsApp",
        "from": "12084219239",
        "to": "972586696818",
        "dateTime": "2025-11-04T12:00:47.597Z",
        "providerMessageId": "5e6e5f49-eecb-4a55-b8b5-3fdb3239de59",
        "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
        "wasMergedToRegularSession": false,
        "isDeleted": false,
        "isWhatsAppTemplate": false,
        "status": "Accepted",
        "serviceProvider": 19
      }
    }
  ]
}

{
  "key": "8b391510-d8b7-492b-815b-72dfe2c22b0a",
  "dateTime": "2026-03-25T10:55:39.7667158Z",
  "changes": [
    {
      "_event": "NON_TICKET_MESSAGE_STATUS",
      "message": {
        "text": "Message here",
        "id": "00000000-0000-0000-0000-000000000000", // Your custom ID, if you added it to the request
        "protocolType": "WhatsApp",
        "from": "12084219239",
        "to": "972586696818",
        "dateTime": "2026-03-25T10:55:37.97Z",
        "providerMessageId": "b841c095-da3b-49fc-8aaa-00e58d4823af",
        "departmentId": "e76b6c3f-1308-4a34-a22a-bbc1e01b0927",
        "wasMergedToRegularSession": false,
        "isDeleted": false,
        "isWhatsAppTemplate": false,
        "status": "Rejected",
        "serviceProvider": 19,
        "errorMessage": "1340: Sent Outside Allowed Window - {\"code\":\"131047\",\"title\":\"Re-engagement message\",\"message\":\"Re-engagement message\",\"error_data\":{\"details\":\"Message failed to send because more than 24 hours have passed since the customer last replied to this number.\"}}"
      }
    }
  ]
}

Surveys Update

{
"key": "00000000-0000-0000-0000-000000000000",
"dateTime": "2020-06-30T17:34:20.5872468Z",
"changes": [
  {
    "_event": "SURVEY_UPDATE",
    "ticketId": 26244,
    "participant": {
      "id": 1,
      "name": "Kloe Lacey",
      "displayName": "",
      "protocolType": "Web",
      "subProtocolType": "Undefined",
      "isActive": true,
      "isDeleted": false,
      "identifier": "",
      "departmentIdentifier": "",
      "type": "Client"
    },
    "surveys": [
      {
        "id": 1,
        "surveyId": 1,
        "title": "How satisfied are you with Glassix?",
        "value": "5",
        "questionType": "Rating"
      },
      {
        "id": 2,
        "surveyId": 1,
        "title": "How was your interaction with support?",
        "value": "Great!",
        "questionType": "Text"
      }
    ]
  }
]
}