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The InboundMessage event fires each time a contact sends a message to your sub-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.

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Supported channels

ChannelDescription
CallInbound phone calls
VoicemailVoicemail messages
SMSText messages
GMBGoogle My Business messages
FBFacebook Messenger
IGInstagram Direct
EmailEmail messages
Live ChatLive chat widget

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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.

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Payload

FieldTypeDescription
typestringAlways "InboundMessage"
locationIdstringSub-account ID where the message was received
contactIdstringID of the contact who sent the message
conversationIdstringID of the conversation this message belongs to
userIdstringID of the assigned user in the conversation
messageTypestringChannel the message arrived on. One of SMS, Email, Call, Voicemail, FB, IG, GMB, Live Chat
directionstringAlways "inbound" for this event
bodystringText content of the message
contentTypestringMIME type of the message body (e.g. text/plain)
attachmentsarrayList of attachment URLs; empty array if none
statusstringDelivery status of the message (e.g. delivered, completed, voicemail)
dateAddedstringISO 8601 timestamp when the message was received
callDurationnumberDuration of the call in seconds (Call/Voicemail only)
callStatusstringOutcome of the call, e.g. completed or voicemail (Call/Voicemail only)
emailMessageIdstringProvider message ID for email threading (Email only)
threadIdstringThread identifier for grouping email replies (Email only)
fromstringSender email address (Email only)
subjectstringEmail subject line (Email only)
toarrayList of recipient email addresses (Email only)
ccarrayList of CC’d email addresses (Email only)
bccarrayList of BCC’d email addresses (Email only)

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Example payload

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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"
}

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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"
}
Last modified on March 4, 2026