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Channels/API/Webhook Callback Events
ChannelsAPIWebhook Callback Events...

Webhook Callback Events

Last updated：3 days ago

Conversation Creation

When a user successfully creates a new conversation by calling the API, the Webhook URL configured for the API channel receives a conversation creation callback event.

{ "account": { "id": 17629000001207, "name": "1112" }, "additional_attributes": {}, "can_reply": true, "channel": "Channel::Api", "contact_inbox": { "id": 42213404, "contact_id": 42218348, "inbox_id": 523, "source_id": "1d484823-da29-4086-a7ba-d65ad0ebb588", "created_at": "2026-01-21T03:26:49.012Z", "updated_at": "2026-01-21T03:26:49.012Z", "hmac_verified": false, "pubsub_token": "4Urn7N5A974k6C2H7Xeva8Ni" }, "id": 89, "inbox_id": 523, "messages": [], "labels": [], "meta": { "sender": { "additional_attributes": {}, "custom_attributes": {}, "email": "alice@acme.inc", "id": 42218348, "identifier": null, "name": "Test", "phone_number": "+123456789", "thumbnail": "", "blocked": false, "type": "contact" }, "assignee": null, "team": null, "hmac_verified": false, "channel": "Channel::Api" }, "status": "open", "custom_attributes": {}, "snoozed_until": null, "unread_count": 0, "first_reply_created_at": null, "priority": null, "waiting_since": 1768967324, "conversation_category": "chat", "chat_mode": "private_chat", "ticket_info": null, "agent_last_seen_at": 0, "contact_last_seen_at": 0, "last_activity_at": 1768967324, "timestamp": 1768967324, "created_at": 1768967324, "updated_at": 1768967324.268219, "event": "conversation_created" }
              
              {
  "account": {
    "id": 17629000001207,
    "name": "1112"
  },
  "additional_attributes": {},
  "can_reply": true,
  "channel": "Channel::Api",
  "contact_inbox": {
    "id": 42213404,
    "contact_id": 42218348,
    "inbox_id": 523,
    "source_id": "1d484823-da29-4086-a7ba-d65ad0ebb588",
    "created_at": "2026-01-21T03:26:49.012Z",
    "updated_at": "2026-01-21T03:26:49.012Z",
    "hmac_verified": false,
    "pubsub_token": "4Urn7N5A974k6C2H7Xeva8Ni"
  },
  "id": 89,
  "inbox_id": 523,
  "messages": [],
  "labels": [],
  "meta": {
    "sender": {
      "additional_attributes": {},
      "custom_attributes": {},
      "email": "alice@acme.inc",
      "id": 42218348,
      "identifier": null,
      "name": "Test",
      "phone_number": "+123456789",
      "thumbnail": "",
      "blocked": false,
      "type": "contact"
    },
    "assignee": null,
    "team": null,
    "hmac_verified": false,
    "channel": "Channel::Api"
  },
  "status": "open",
  "custom_attributes": {},
  "snoozed_until": null,
  "unread_count": 0,
  "first_reply_created_at": null,
  "priority": null,
  "waiting_since": 1768967324,
  "conversation_category": "chat",
  "chat_mode": "private_chat",
  "ticket_info": null,
  "agent_last_seen_at": 0,
  "contact_last_seen_at": 0,
  "last_activity_at": 1768967324,
  "timestamp": 1768967324,
  "created_at": 1768967324,
  "updated_at": 1768967324.268219,
  "event": "conversation_created"
}
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Conversation Creation Event Parameters

Field Type Required Description
account Object No Account and project information
id Number No Project ID
name String No Project name
additional_attributes Object No Additional attributes
can_reply Boolean No Whether a reply can be sent
channel String No Channel type, such as api or email
contact_inbox Object No Contact information
id Number No ID of the contact_inbox record, which records the relationship between the contact and the channel
contact_id Number No Contact ID
inbox_id Number No Channel ID
source_id String No Conversation source ID, such as the Telegram user ID
created_at String No Creation time
updated_at String No Update time
hmac_verified Boolean No HMAC verification status
pubsub_token String No Publish-subscribe token
id Number No Conversation ID
inbox_id Number No Channel ID
messages Array No Message list
labels Array No Label list
meta Object No Metadata
sender Object No Sender information
additional_attributes Object No Sender's additional attributes
custom_attributes Object No Sender's custom attributes
email String No Sender's email address
id Number No Sender's internal LiveDesk ID
identifier String No Sender identifier
name String No Sender name
phone_number String No Sender's phone number
thumbnail String No Sender avatar
blocked Boolean No Whether the sender is blocked
type String No Sender type
assignee Object No Assigned customer service agent information
team Object No Assigned customer service team information
hmac_verified Boolean No HMAC verification status
channel String No Channel type
status String No Conversation status, such as open or closed
custom_attributes Object No Custom attributes
snoozed_until String No Time until the conversation is unsnoozed
unread_count Number No Number of unread messages
first_reply_created_at String No Time when the first reply was created
priority String No Priority
waiting_since Number No Time when waiting began
conversation_category String No Conversation category
chat_mode String No Chat mode
ticket_info Object No Ticket information
agent_last_seen_at Number No Time when the agent last viewed the conversation
contact_last_seen_at Number No Time when the contact last viewed the conversation
last_activity_at Number No Time of the last activity
timestamp Number No Timestamp
created_at Number No Creation time
updated_at Number No Update time
event String No Event type

Conversation Update

This event is triggered when any attribute of a conversation is updated.

{ "event": "conversation_updated", "changed_attributes": [ { "updated_at": { "previous_value": "2026-01-21T04:04:56.548Z", "current_value": "2026-01-21T04:04:56.601Z" } }, { "first_reply_created_at": { "previous_value": null, "current_value": "2026-01-21T04:04:56.544Z" } }, { "waiting_since": { "previous_value": "2026-01-21T03:48:44.268Z", "current_value": null } } ] // <...Conversation Attributes> Conversation attribute content }
              
              {
  "event": "conversation_updated",
  "changed_attributes": [
    {
      "updated_at": {
        "previous_value": "2026-01-21T04:04:56.548Z",
        "current_value": "2026-01-21T04:04:56.601Z"
      }
    },
    {
      "first_reply_created_at": {
        "previous_value": null,
        "current_value": "2026-01-21T04:04:56.544Z"
      }
    },
    {
      "waiting_since": {
        "previous_value": "2026-01-21T03:48:44.268Z",
        "current_value": null
      }
    }
  ]
  // <...Conversation Attributes> Conversation attribute content
}
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Conversation Update Event Parameters

Field Type Required Description
event String No Event type
changed_attributes Array No List of changed attributes
field_name Object No Name of the changed field
previous_value String No Value before the change
current_value String No Value after the change

Conversation Status Change

This event is triggered when the status of a conversation changes.

{ "event": "conversation_status_changed" // <...Conversation Attributes> Conversation attribute content }
              
              {
  "event": "conversation_status_changed"
  // <...Conversation Attributes> Conversation attribute content
}
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Message Creation

This event is triggered when a user or customer service agent sends a message.

{ "account": { "id": 17629000001207, "name": "1112" }, "additional_attributes": {}, "content_attributes": {}, "content_type": "text", "content": "Hello. How can I help you?", "conversation": { "account": { "id": 17629000001207, "name": "1112" }, "additional_attributes": {}, "can_reply": true, "channel": "Channel::Api", "contact_inbox": { "id": 42213404, "contact_id": 42218348, "inbox_id": 523, "source_id": "1d484823-da29-4086-a7ba-d65ad0ebb588", "created_at": "2026-01-21T03:26:49.012Z", "updated_at": "2026-01-21T03:26:49.012Z", "hmac_verified": false, "pubsub_token": "4Urn7N5A974k6C2H7Xeva8Ni" }, "id": 89, "inbox_id": 523, "messages": [ { "id": 2187685, "content": "Hello. How can I help you?", "account_id": 17629000001207, "inbox_id": 523, "conversation_id": 89, "message_type": 1, "created_at": 1768968296, "updated_at": "2026-01-21T04:04:56.544Z", "private": false, "status": "sent", "source_id": null, "content_type": "text", "content_attributes": {}, "sender_type": "User", "sender_id": 41, "external_source_ids": {}, "additional_attributes": {}, "processed_message_content": "Hello. How can I help you?", "sentiment": {}, "sorting_id": null, "original_message_id": null, "conversation_topic_id": null, "topic_id": null, "conversation": { "assignee_id": null, "unread_count": 0, "last_activity_at": 1768968296, "contact_inbox": { "source_id": "1d484823-da29-4086-a7ba-d65ad0ebb588" } }, "sender": { "id": 41, "name": "support", "available_name": "support", "avatar_url": "", "type": "user", "availability_status": null, "thumbnail": "" } } ], "labels": [], "meta": { "sender": { "additional_attributes": {}, "custom_attributes": {}, "email": "alice@acme.inc", "id": 42218348, "identifier": null, "name": "Test", "phone_number": "+123456789", "thumbnail": "", "blocked": false, "type": "contact" }, "assignee": null, "team": null, "hmac_verified": false, "channel": "Channel::Api" }, "status": "open", "custom_attributes": {}, "snoozed_until": null, "unread_count": 0, "first_reply_created_at": null, "priority": null, "waiting_since": 1768967324, "conversation_category": "chat", "chat_mode": "private_chat", "ticket_info": null, "agent_last_seen_at": 0, "contact_last_seen_at": 0, "last_activity_at": 1768968296, "timestamp": 1768968296, "created_at": 1768967324, "updated_at": 1768968296.5483441 }, "created_at": "2026-01-21T04:04:56.544Z", "id": 2187685, "inbox": { "id": 523, "name": "Test01" }, "message_type": "outgoing", "conversation_topic_id": null, "private": false, "sender": { "id": 41, "name": "support", "email": "support@jiguang.cn", "type": "user", "availability": "online" }, "source_id": null, "user_id": 42213404, "contact_id": 42218348, "participants": null, "event": "message_created" }
              
              {
  "account": {
    "id": 17629000001207,
    "name": "1112"
  },
  "additional_attributes": {},
  "content_attributes": {},
  "content_type": "text",
  "content": "Hello. How can I help you?",
  "conversation": {
    "account": {
      "id": 17629000001207,
      "name": "1112"
    },
    "additional_attributes": {},
    "can_reply": true,
    "channel": "Channel::Api",
    "contact_inbox": {
      "id": 42213404,
      "contact_id": 42218348,
      "inbox_id": 523,
      "source_id": "1d484823-da29-4086-a7ba-d65ad0ebb588",
      "created_at": "2026-01-21T03:26:49.012Z",
      "updated_at": "2026-01-21T03:26:49.012Z",
      "hmac_verified": false,
      "pubsub_token": "4Urn7N5A974k6C2H7Xeva8Ni"
    },
    "id": 89,
    "inbox_id": 523,
    "messages": [
      {
        "id": 2187685,
        "content": "Hello. How can I help you?",
        "account_id": 17629000001207,
        "inbox_id": 523,
        "conversation_id": 89,
        "message_type": 1,
        "created_at": 1768968296,
        "updated_at": "2026-01-21T04:04:56.544Z",
        "private": false,
        "status": "sent",
        "source_id": null,
        "content_type": "text",
        "content_attributes": {},
        "sender_type": "User",
        "sender_id": 41,
        "external_source_ids": {},
        "additional_attributes": {},
        "processed_message_content": "Hello. How can I help you?",
        "sentiment": {},
        "sorting_id": null,
        "original_message_id": null,
        "conversation_topic_id": null,
        "topic_id": null,
        "conversation": {
          "assignee_id": null,
          "unread_count": 0,
          "last_activity_at": 1768968296,
          "contact_inbox": {
            "source_id": "1d484823-da29-4086-a7ba-d65ad0ebb588"
          }
        },
        "sender": {
          "id": 41,
          "name": "support",
          "available_name": "support",
          "avatar_url": "",
          "type": "user",
          "availability_status": null,
          "thumbnail": ""
        }
      }
    ],
    "labels": [],
    "meta": {
      "sender": {
        "additional_attributes": {},
        "custom_attributes": {},
        "email": "alice@acme.inc",
        "id": 42218348,
        "identifier": null,
        "name": "Test",
        "phone_number": "+123456789",
        "thumbnail": "",
        "blocked": false,
        "type": "contact"
      },
      "assignee": null,
      "team": null,
      "hmac_verified": false,
      "channel": "Channel::Api"
    },
    "status": "open",
    "custom_attributes": {},
    "snoozed_until": null,
    "unread_count": 0,
    "first_reply_created_at": null,
    "priority": null,
    "waiting_since": 1768967324,
    "conversation_category": "chat",
    "chat_mode": "private_chat",
    "ticket_info": null,
    "agent_last_seen_at": 0,
    "contact_last_seen_at": 0,
    "last_activity_at": 1768968296,
    "timestamp": 1768968296,
    "created_at": 1768967324,
    "updated_at": 1768968296.5483441
  },
  "created_at": "2026-01-21T04:04:56.544Z",
  "id": 2187685,
  "inbox": {
    "id": 523,
    "name": "Test01"
  },
  "message_type": "outgoing",
  "conversation_topic_id": null,
  "private": false,
  "sender": {
    "id": 41,
    "name": "support",
    "email": "support@jiguang.cn",
    "type": "user",
    "availability": "online"
  },
  "source_id": null,
  "user_id": 42213404,
  "contact_id": 42218348,
  "participants": null,
  "event": "message_created"
}
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Message Creation Event Parameters

Field Type Required Description
account Object No Account information
id Number No Project ID
name String No Project name
additional_attributes Object No Additional attributes
content_attributes Object No Content attributes
content_type String No Content type
content String No Message content
conversation Object No Conversation information
created_at String No Creation time
id Number No Message ID
inbox Object No Channel information
id Number No Channel ID
name String No Channel name
message_type String No Message type
conversation_topic_id String No Conversation topic ID
private Boolean No Whether the message is private
sender Object No Sender information
id Number No Sender ID
name String No Sender name
email String No Sender email address
type String No Sender type
availability String No Sender availability status
source_id String No Source ID
participants Object No Participant information
event String No Event type

Message Update

This event is triggered when the content of a message in a conversation is updated.

{ "event": "message_updated" // <...Message Attributes> Message attribute content }
              
              {
  "event": "message_updated"
  // <...Message Attributes> Message attribute content
}
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Message Pinning

This event is triggered when a customer service agent pins or unpins a message.

{ "event": "message_pinned", "id": 15680158, "content": "hello11111 ", "content_type": "text", "message_type": "outgoing", "private": false, "source_type": "realtime", "source_id": null, "created_at": "2026-07-02T09:03:53.316Z", "edited_at": "2026-07-02T09:04:02.791Z", "pinned": true, "pinned_at": "2026-07-02T09:04:23.748Z", "pinned_by_id": 30, "account": { "id": 17829000004772, "name": "11" }, "inbox": { "id": 228, "name": "Test", "channel_type": "Channel::Api" }, "sender": { "id": 30, "name": "support", "email": "TEST@support.cn", "type": "user", "availability": "online" }, "conversation": { "id": 202607000000002, "inbox_id": 228, "status": "open", "channel_type": "Channel::Api", "conversation_category": "chat", "chat_mode": "private_chat", "can_reply": true, "unread_count": 0, "last_activity_at": 1782983033, "created_at": 1782982998, "updated_at": 1782983063.750411, "contact_inbox": { "contact_id": 3939794, "source_id": "5a6dbe3f-e7a7-4938-8364-1c3fe084e4a3" }, "meta": { "sender": { "id": 3939794, "name": "support11", "email": "support11@engagelab.com", "phone_number": "+123456111789", "type": "contact" }, "assignee": { "id": 30, "name": "TEST", "type": "user" } } } }
              
              {
  "event": "message_pinned",
  "id": 15680158,
  "content": "hello11111 ",
  "content_type": "text",
  "message_type": "outgoing",
  "private": false,
  "source_type": "realtime",
  "source_id": null,
  "created_at": "2026-07-02T09:03:53.316Z",
  "edited_at": "2026-07-02T09:04:02.791Z",
  "pinned": true,
  "pinned_at": "2026-07-02T09:04:23.748Z",
  "pinned_by_id": 30,
  "account": {
    "id": 17829000004772,
    "name": "11"
  },
  "inbox": {
    "id": 228,
    "name": "Test",
    "channel_type": "Channel::Api"
  },
  "sender": {
    "id": 30,
    "name": "support",
    "email": "TEST@support.cn",
    "type": "user",
    "availability": "online"
  },
  "conversation": {
    "id": 202607000000002,
    "inbox_id": 228,
    "status": "open",
    "channel_type": "Channel::Api",
    "conversation_category": "chat",
    "chat_mode": "private_chat",
    "can_reply": true,
    "unread_count": 0,
    "last_activity_at": 1782983033,
    "created_at": 1782982998,
    "updated_at": 1782983063.750411,
    "contact_inbox": {
      "contact_id": 3939794,
      "source_id": "5a6dbe3f-e7a7-4938-8364-1c3fe084e4a3"
    },
    "meta": {
      "sender": {
        "id": 3939794,
        "name": "support11",
        "email": "support11@engagelab.com",
        "phone_number": "+123456111789",
        "type": "contact"
      },
      "assignee": {
        "id": 30,
        "name": "TEST",
        "type": "user"
      }
    }
  }
}
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Message Pinning Event Parameters

Field Type Required Description
pinned Boolean No Whether the message is pinned. true means pinned, and false means unpinned
pinned_at String No Pinning time; may be empty when the message is not pinned
pinned_by_id Number No ID of the customer service agent who performed the pinning operation
additional_attributes Object No Additional attributes
source_id String No Source ID
participants Object No Participant information
event String No Event type

Message Editing

This event is triggered when the message content is edited. Note that only messages sent by the customer service agent themselves can be edited.

{ "event": "message_updated", "id": 15680162, "content": "Hello. How can I help you?", "content_type": "text", "message_type": "outgoing", "private": false, "source_type": "realtime", "source_id": null, "created_at": "2026-07-02T10:32:51.420Z", "edited_at": "2026-07-02T10:33:27.004Z", "content_attributes": { "edited_at": "2026-07-02T10:33:27.004Z" }, "account": { "id": 17829000004772, "name": "11" }, "inbox": { "id": 228, "name": "Test", "channel_type": "Channel::Api" }, "sender": { "id": 30, "name": "ye 88", "type": "user" }, "conversation": { "id": 202607000000001, "inbox_id": 228, "status": "open", "channel_type": "Channel::Api", "conversation_category": "chat", "chat_mode": "private_chat", "can_reply": true, "unread_count": 0, "last_activity_at": 1782988371, "created_at": 1782972594, "updated_at": 1782988407.015933, "contact_inbox": { "contact_id": 3939794, "source_id": "73e836b0-a893-41c2-b7e9-09a26a7332c8" }, "messages": [ { "id": 15680162, "content": "Hello. How can I help you?", "inbox_id": 228, "conversation_id": 202607000000001, "message_type": 1, "created_at": 1782988371, "updated_at": "2026-07-02T10:33:27.013Z", "private": false, "status": "sent", "source_id": null, "content_type": "text", "content_attributes": { "edited_at": "2026-07-02T10:33:27.004Z" }, "sender_type": "User", "sender_id": 30, "processed_message_content": "Hello. How can I help you?", "original_content": "Hello. ", "source_type": "realtime", "sender": { "id": 30, "name": "ye 88", "type": "user" } } ] } }
              
              {
  "event": "message_updated",
  "id": 15680162,
  "content": "Hello. How can I help you?",
  "content_type": "text",
  "message_type": "outgoing",
  "private": false,
  "source_type": "realtime",
  "source_id": null,
  "created_at": "2026-07-02T10:32:51.420Z",
  "edited_at": "2026-07-02T10:33:27.004Z",
  "content_attributes": {
    "edited_at": "2026-07-02T10:33:27.004Z"
  },
  "account": {
    "id": 17829000004772,
    "name": "11"
  },
  "inbox": {
    "id": 228,
    "name": "Test",
    "channel_type": "Channel::Api"
  },
  "sender": {
    "id": 30,
    "name": "ye 88",
    "type": "user"
  },
  "conversation": {
    "id": 202607000000001,
    "inbox_id": 228,
    "status": "open",
    "channel_type": "Channel::Api",
    "conversation_category": "chat",
    "chat_mode": "private_chat",
    "can_reply": true,
    "unread_count": 0,
    "last_activity_at": 1782988371,
    "created_at": 1782972594,
    "updated_at": 1782988407.015933,
    "contact_inbox": {
      "contact_id": 3939794,
      "source_id": "73e836b0-a893-41c2-b7e9-09a26a7332c8"
    },
    "messages": [
      {
        "id": 15680162,
        "content": "Hello. How can I help you?",
        "inbox_id": 228,
        "conversation_id": 202607000000001,
        "message_type": 1,
        "created_at": 1782988371,
        "updated_at": "2026-07-02T10:33:27.013Z",
        "private": false,
        "status": "sent",
        "source_id": null,
        "content_type": "text",
        "content_attributes": {
          "edited_at": "2026-07-02T10:33:27.004Z"
        },
        "sender_type": "User",
        "sender_id": 30,
        "processed_message_content": "Hello. How can I help you?",
        "original_content": "Hello. ",
        "source_type": "realtime",
        "sender": {
          "id": 30,
          "name": "ye 88",
          "type": "user"
        }
      }
    ]
  }
}
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Message Editing Event Parameters

Field Type Required Description
edited_at String No Time when the content was edited
original_content String No Original content before editing
processed_message_content String No Processed message content

Message Revocation

This event is triggered when a customer service agent revokes a message.

{ "event": "message_revoked", "id": 15680158, "content": "hello11111 ", "content_type": "text", "message_type": "outgoing", "private": false, "source_type": "realtime", "source_id": null, "created_at": "2026-07-02T09:03:53.316Z", "edited_at": "2026-07-02T09:04:02.791Z", "revoked_at": "2026-07-02T09:05:10.918Z", "revoked_by_id": 30, "account": { "id": 17829000004772, "name": "11" }, "inbox": { "id": 228, "name": "Test", "channel_type": "Channel::Api" }, "sender": { "id": 30, "name": "support", "email": "TEST@Support.cn", "type": "user", "availability": "online" }, "conversation": { "id": 202607000000002, "inbox_id": 228, "status": "open", "channel_type": "Channel::Api", "conversation_category": "chat", "chat_mode": "private_chat", "can_reply": true, "unread_count": 0, "last_activity_at": 1782983033, "created_at": 1782982998, "updated_at": 1782983110.928425, "contact_inbox": { "contact_id": 3939794, "source_id": "5a6dbe3f-e7a7-4938-8364-1c3fe084e4a3" }, "meta": { "sender": { "id": 3939794, "name": "support11", "email": "support11@engagelab.com", "phone_number": "+123456111789", "type": "contact" }, "assignee": { "id": 30, "name": "TEST", "type": "user" } } } }
              
              {
  "event": "message_revoked",
  "id": 15680158,
  "content": "hello11111 ",
  "content_type": "text",
  "message_type": "outgoing",
  "private": false,
  "source_type": "realtime",
  "source_id": null,
  "created_at": "2026-07-02T09:03:53.316Z",
  "edited_at": "2026-07-02T09:04:02.791Z",
  "revoked_at": "2026-07-02T09:05:10.918Z",
  "revoked_by_id": 30,
  "account": {
    "id": 17829000004772,
    "name": "11"
  },
  "inbox": {
    "id": 228,
    "name": "Test",
    "channel_type": "Channel::Api"
  },
  "sender": {
    "id": 30,
    "name": "support",
    "email": "TEST@Support.cn",
    "type": "user",
    "availability": "online"
  },
  "conversation": {
    "id": 202607000000002,
    "inbox_id": 228,
    "status": "open",
    "channel_type": "Channel::Api",
    "conversation_category": "chat",
    "chat_mode": "private_chat",
    "can_reply": true,
    "unread_count": 0,
    "last_activity_at": 1782983033,
    "created_at": 1782982998,
    "updated_at": 1782983110.928425,
    "contact_inbox": {
      "contact_id": 3939794,
      "source_id": "5a6dbe3f-e7a7-4938-8364-1c3fe084e4a3"
    },
    "meta": {
      "sender": {
        "id": 3939794,
        "name": "support11",
        "email": "support11@engagelab.com",
        "phone_number": "+123456111789",
        "type": "contact"
      },
      "assignee": {
        "id": 30,
        "name": "TEST",
        "type": "user"
      }
    }
  }
}
This code block in the floating window

Message Revocation Event Parameters

Field Type Required Description
revoked_at String No Revocation time
revoked_by_id String No ID of the customer service agent who performed the revocation operation
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