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The ProviderOutboundMessage event fires when a user sends a message to a contact and a custom external communication provider is configured as the default channel for the account. This event differs from the standard OutboundMessage event — the payload is smaller and structured specifically for provider routing rather than conversation tracking. Only the fields listed below will be present.

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Supported channels

ChannelSupported modules
SMSWeb App, Mobile App, Workflows, Bulk Actions
EmailWeb App, Mobile App, Workflows, Bulk Actions

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Payload

FieldTypeDescription
typestringChannel type for this message. Either "SMS" or "Email"
locationIdstringAccount ID from which the message was sent
messageIdstringUnique identifier for the message
contactIdstringID of the contact who received the message
userIdstringID of the user who sent the message
attachmentsarrayList of attachment URLs; empty array if none
messagestringText body of the message (SMS only)
phonestringRecipient phone number in E.164 format (SMS only)
emailMessageIdstringProvider-assigned message ID for email (Email only)
emailTostringRecipient email address or addresses (Email only)
emailFromstringSender display name and email address, e.g. From Name <email@example.com> (Email only)
htmlstringFull HTML body of the email (Email only)
subjectstringEmail subject line (Email only)

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Example payload

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SMS

{
  "contactId": "GKBhT6BfwY9mjzXAU3sq",
  "locationId": "GKAWb4yu7A4LSc0skQ6g",
  "messageId": "GKJxs4P5L8dWc5CFUITM",
  "type": "SMS",
  "phone": "+15864603685",
  "message": "The text message to be sent to the contact",
  "attachments": ["https://www.google.com/images/branding/googlelogo/1x/googlelogo_color_272x92dp.png"],
  "userId": "GK56r6wdJDrkUPd0xsmx"
}

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Email

{
  "contactId": "GKKFF0QB9gV8fGA6zEbr",
  "locationId": "GKifVDyQeo7nwe27vMP0",
  "messageId": "GK56r6wdJDrkUPd0xsmx",
  "emailMessageId": "GK56r6wdJDrkUPd0xsmx",
  "type": "Email",
  "emailTo": ["abc@gmail.com"],
  "emailFrom": "From Name <email@gmail.com>",
  "attachments": ["https://www.google.com/images/branding/googlelogo/1x/googlelogo_color_272x92dp.png"],
  "html": "<div style=\"font-family: verdana, geneva; font-size: 11pt;\"><p>Testing an outbound email from custom provider.</p></div>",
  "subject": "Subject from Conversation Page",
  "userId": "GK56r6wdJDrkUPd0xsmx"
}
Last modified on March 5, 2026