Inbound Message | Webhook Events

The InboundMessage event fires each time a contact sends a message to your account across any supported channel. Use it to trigger automations, update CRM records, route conversations to the right team member, or feed data into external systems in real time.

Supported channels

Channel	Description
Call	Inbound phone calls
Voicemail	Voicemail messages
SMS	Text messages
GMB	Google My Business messages
FB	Facebook Messenger
IG	Instagram Direct
Email	Email messages
Live Chat	Live chat widget

Channel-specific details

SMS/Text messages: Include standard fields with contentType set to text/plain and standard status indicators. Calls: When answered, both status and callStatus show completed. Unanswered calls show voicemail status with recording URLs in the attachments array. Email: Uses an expanded schema with emailMessageId, threadId, from, subject, to, cc, and bcc fields for comprehensive email tracking.

Payload

Field	Type	Description
`type`	`string`	Always `"InboundMessage"`
`locationId`	`string`	Account ID where the message was received
`contactId`	`string`	ID of the contact who sent the message
`conversationId`	`string`	ID of the conversation this message belongs to
`userId`	`string`	ID of the assigned user in the conversation
`messageType`	`string`	Channel the message arrived on. One of `SMS`, `Email`, `Call`, `Voicemail`, `FB`, `IG`, `GMB`, `Live Chat`
`direction`	`string`	Always `"inbound"` for this event
`body`	`string`	Text content of the message
`contentType`	`string`	MIME type of the message body (e.g. `text/plain`)
`attachments`	`array`	List of attachment URLs; empty array if none
`status`	`string`	Delivery status of the message (e.g. `delivered`, `completed`, `voicemail`)
`dateAdded`	`string`	ISO 8601 timestamp when the message was received
`callDuration`	`number`	Duration of the call in seconds (Call/Voicemail only)
`callStatus`	`string`	Outcome of the call, e.g. `completed` or `voicemail` (Call/Voicemail only)
`emailMessageId`	`string`	Provider message ID for email threading (Email only)
`threadId`	`string`	Thread identifier for grouping email replies (Email only)
`from`	`string`	Sender email address (Email only)
`subject`	`string`	Email subject line (Email only)
`to`	`array`	List of recipient email addresses (Email only)
`cc`	`array`	List of CC’d email addresses (Email only)
`bcc`	`array`	List of BCC’d email addresses (Email only)

Example payload

SMS

{
  "type": "InboundMessage",
  "locationId": "ve9EPM428h8vShlRW1KT",
  "attachments": [],
  "body": "Hello, I have a question",
  "contactId": "nmFmQEsNgz6AVpgLVUJ0",
  "contentType": "text/plain",
  "conversationId": "BqTwX8QFwXzpegMve9EQ",
  "dateAdded": "2021-11-26T12:41:02.193Z",
  "direction": "inbound",
  "messageType": "SMS",
  "status": "delivered"
}

Email

{
  "type": "InboundMessage",
  "locationId": "ve9EPM428h8vShlRW1KT",
  "emailMessageId": "CAHZKpXk6sXE@mail.gmail.com",
  "threadId": "CAHZKpXk6sXE",
  "from": "contact@example.com",
  "subject": "Re: Your recent inquiry",
  "to": ["user@business.com"],
  "cc": [],
  "bcc": [],
  "contactId": "nmFmQEsNgz6AVpgLVUJ0",
  "conversationId": "BqTwX8QFwXzpegMve9EQ",
  "dateAdded": "2021-11-26T12:41:02.193Z",
  "direction": "inbound",
  "messageType": "Email",
  "status": "delivered"
}

Outbound Message — fires when a user sends a message to a contact
Conversation Unread — fires when a conversation’s unread count changes
Conversations API — query conversations and messages programmatically

​Supported channels

​Channel-specific details

​Payload

​Example payload

​SMS

​Email

​Related

Supported channels

Channel-specific details

Payload

Example payload

SMS

Email

Related