Message status and interactions

Messages go through a life-cycle when being processed; life-cycle events provide an indication of the current status a message has; sending_failed or delivered are both examples of messages' status events.

Once a message is successfully delivered to its intended receiver, it may (based on the service and condition) generate associated interactions; opened and reported-as-spam are both examples of message interactions.

Message Lifecycle Events

You can create a webhook subscription to listen to channel message events (see API details here)

Channels supports two message lifecycle event webhook types:

• <channel>.inbound

• <channel>.outbound

<channel>.inbound

This event is used to receive incoming messages.

The message status can be:

• delivered

  • When an incoming message is created with status delivered

The message direction will be:

• incoming

This event is available for the following channels:

• sms

• whatsapp

• email

• line

• instagram (including comments and mentions)

• facebook

• line

• viber

• linkedin

• tiktok

• apple business chat

Filter channel ID

By default, when creating a subscription without specifying any filter, you are going to receive all incoming messages for all channels of that platform e.g WhatsApp

Is it possible to add filters to only receive events for a specific channel ID .

For each subscription, it is only possible to add one channelId filter.

Example event

{
  "service": "channels",
  "event": "<channel>.inbound",
  "url": "http://site",
  "signingKey": "key",
  "eventFilters": [
    {
      "key": "channelId",
      "value": "<id>"
    }
  ]
}

Property	Description	Example value
service	The MEP service which generates the event	channels
event	The specific event you are subscribing too. For channels events are scoped to all channels for a specific platform e.g. WhatsApp	whatsapp.inbound
url	The webhook endpoint	https://site
signingKey	A value that will be used to validate a webhook	key
eventFilters[]	Event filters are inclusive, which means you will only get events for filters you add. If you do not add a filter you will get all events (except where you have other webhooks with an explicit filter).	{ "key": "channelId", "value": "<id>" }

Example payload

{
  "service": "channels",
  "event": "whatsapp.inbound",
  "payload": {
    "id": "404544c5-9920-45f1-8990-0855634ab7ac",
    "channelId": "52ad151f-f7b4-46f9-a5c6-d3318e650c84",
    "sender": {
      "contact": {
        "id": "d4e8935a-5f48-45a5-95a5-ee7ba1e2c5b4",
        "identifierKey": "phonenumber",
        "identifierValue": "[phone]"
      }
    },
    "receiver": {
      "connector": {
        "id": "60bf59d6-fc6f-4511-89c4-75d9127d7a7c",
        "identifierValue": ""
      }
    },
    "body": {
      "type": "text",
      "text": {
        "text": "Test"
      }
    },
    "meta": {
      "extraInformation": {
        "timestamp": "1702496037"
      }
    },
    "reference": "",
    "parts": [
      {
        "platformReference": "wamid.HBgMMzUxOTE0MjYyNTM1FQIAEhggQUMzODQyNUY1MDlDQkU1QjJGNTM3RDlENjg0OTJGMDgA"
      }
    ],
    "status": "delivered",
    "reason": "",
    "direction": "incoming",
    "lastStatusAt": "2023-12-13T19:34:01.858Z",
    "createdAt": "2023-12-13T19:34:01.858Z",
    "updatedAt": "2023-12-13T19:34:02.063Z"
  }
}

<channel>.outbound

This event is used to receive status updates for outgoing messages.

The message status can be:

• accepted

  • When an outgoing message has been accepted by the channels API

• sent

  • When an outgoing message changes status to sent

• sending_failed

  • When an outgoing message changes status to sending_failed

• delivered

  • When an outgoing message changes status to delivered

• delivery_failed

  • When an outgoing message changes status to delivery_failed

The message direction will be:

• outgoing

This event is available for the following channels:

• sms

• whatsapp

• email

• line

• instagram (including comments and mentions)

• facebook

• line

• viber

• linkedin

• tiktok

• apple business chat

Filter channel ID

By default, when creating a subscription without specifying any filter, you are going to receive all incoming messages for all channels of that platform e.g WhatsApp

Is it possible to add filters to only receive events for a specific channel ID .

For each subscription, it is only possible to add one channelId filter.

Filter messageStatus

For each subscription, it is possible to add none or multiple filters for the messageStatus.

If the filter is not added, all statuses will be sent. If multiple status filters are added, a webhook will be sent everytime a specified status value is matched.

Example

{
  "service": "channels",
  "event": "<channel>.outbound",
  "url": "http://site",
  "signingKey": "key",
  "eventFilters": [
    {
      "key": "channelId",
      "value": "<id>"
    },
    {
      "key": "messageStatus",
      "value": "delivered"
    }
  ]
}

Property	Description	Example value
service	The MEP service which generates the event	channels
event	The specific event you are subscribing too. For channels events are scoped to all channels for a specific platform e.g. WhatsApp	whatsapp.outbound
url	The webhook endpoint	https://site
signingKey	A value that will be used to validate a webhook	key
eventFilters[]	Event filters are inclusive, which means you will only get events for filters you add. If you do not add a filter you will get all events (except where you have other webhooks with an explicit filter).	{ "key": "channelId", "value": "<id>" }, { "key": "messageStatus", "value": "delivered" }

Example payload

Here you can find an example of a WhatsApp event

{
  "service": "channels",
  "event": "whatsapp.outbound",
  "payload": {
    "id": "4a53460b-1728-4573-bd78-ea1c041a46e6",
    "channelId": "52ad151f-f7b4-46f9-a5c6-d3318e650c84",
    "sender": {
      "connector": {
        "id": "60bf59d6-fc6f-4511-89c4-75d9127d7a7c",
        "identifierValue": "104541186076935"
      }
    },
    "receiver": {
      "contacts": [
        {
          "id": "d4e8935a-5f48-45a5-95a5-ee7ba1e2c5b4",
          "identifierKey": "phonenumber",
          "identifierValue": "[phone]",
          "type": "to"
        }
      ]
    },
    "reference": "LIbtsEzhedLUt0NwATtN3E",
    "status": "delivered",
    "reason": "",
    "lastStatusAt": "2023-12-13T12:22:33.781Z",
    "createdAt": "2023-12-13T12:22:33.781Z",
    "updatedAt": "2023-12-13T12:22:33.781Z"
  }
}

sms.outbound events also include the message body in each webhook except when sent as a part of a campaign, when the template ID will be used instead. For other channels, the body is not included

Here an SMS example

json
{
  "id": "9bbd4d52-0000-0000-0000-a663818dffc9",
  "channelId": "a65a0983-0000-0000-0000-1d4c0304ebf6",
  "sender": {
    "connector": {
      "id": "2f117d64-0000-0000-0000-a318203f6c7f",
      "identifierValue": "[phone]"
    }
  },
  "receiver": {
    "contacts": [
      {
        "id": "8f0feae0-0000-0000-0000-43f102b384c5",
        "identifierKey": "phonenumber",
        "identifierValue": "[phone]",
        "countryCode": "GP"
      }
    ]
  },
  "body": {
    "type": "text",
    "text": {
      "text": "Hello World !"
    }
  },
  "meta": {},
  "reference": "",
  "parts": [
    {
      "platformReference": "9bbd4d52-0000-0000-0000-a663818dffc9:19c8b0b2-4453-4bd4-a899-062cbbde1a45"
    }
  ],
  "status": "delivered",
  "reason": "",
  "direction": "outgoing",
  "chargeableUnits": 1,
  "lastStatusAt": "2024-04-15T03:37:19.92Z",
  "createdAt": "2024-04-15T03:37:16.441Z",
  "updatedAt": "2024-04-15T03:37:19.92Z"
}

Message Interactions

In addition to message lifecycle events, specific customer actions on a message also lead to message interactions.

To check if a message has any interactions, you can query a specific message using the following endpoint

List message interactions

List message interactions

GET/workspaces/{workspaceId}/channels/{channelId}/messages/{messageId}/interactions

Authorization

useraccessKey

Path parameters

workspaceId*string (uuid)

The ID of the workspace

messageId*string (uuid)

The ID for a message

channelId*string (uuid)

The ID for a channel

Response

200404

OK

Body

application/json

resultsarray of ChannelMessageInteraction

Request

JavaScriptCurl

const response = await fetch('/workspaces/{workspaceId}/channels/{channelId}/messages/{messageId}/interactions', {
    method: 'GET',
    headers: {
      "Authorization": "Bearer jwt"
    },
});
const data = await response.json();

Response

{
  "results": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "messageId": "123e4567-e89b-12d3-a456-426614174000",
      "channelId": "123e4567-e89b-12d3-a456-426614174000",
      "platformId": "text",
      "type": "clicked",
      "messageReference": "text",
      "messagePartsCount": 0,
      "receiver": {
        "connector": {
          "id": "123e4567-e89b-12d3-a456-426614174000",
          "identifierValue": "text",
          "annotations": {
            "name": "text"
          }
        }
      },
      "createdAt": "2024-07-26T15:48:03.417Z",
      "details": "text",
      "metadata": {
        "link": {
          "name": "text",
          "url": "text"
        },
        "button": {
          "payload": "text"
        },
        "reaction": {
          "emoji": "text",
          "action": "text"
        }
      }
    }
  ]
}

The following interactions are currently possible

Interaction	Description	Supported platforms
read	A user has read a message	WhatsApp, Facebook, Instagram, Line
opened	A user has opened a message	Email
clicked	A user has clicked a link or clicked a quick reply button	Email, WhatsApp, Facebook, Instagram, Line
reported-as-spam	A user has reported a message as spam	Email
unsubscribe-request	A user has requested to unsubscribe from messages	Email
delete-request	A user has deleted the recieved message	-
reaction	A user has reacted (or unreacted) to a message with an emoji	WhatsApp, Facebook, Instagram
invalid	Invalid status	-

<channel>.interaction

This event is used to receive interactions on a message.

The interaction type can be:

• read

• opened

• clicked

• reported-as-spam

• unsubscribe-request

• delete-request

• reaction

This event is available for the following channels:

• sms

• whatsapp

• email

• line

• instagram (including comments and mentions)

• facebook

• line

• viber

By default, when creating a subscription without specifying any filter, you are going to receive all interaction events for all channels of that platform.

Is possible to add filters to only receive interaction for a specific channel ID and specific interaction type.

Filter channel ID

By default, when creating a subscription without specifying any filter, you are going to receive all incoming messages for all channels of that platform e.g WhatsApp

Is it possible to add filters to only receive events for a specific channel ID .

For each subscription, it is only possible to add one channelId filter.

Filter by interactionType

For each subscription, it is possible to add none or multiple filters for the interactionType.

If the filter is not added, all interactions will be sent. If multiple interaction filters are added, a webhook will be sent everytime a specified interaction type is matched

Example

{
  "service": "channels",
  "event": "<channel>.interaction",
  "url": "http://site",
  "signingKey": "key",
  "eventFilters": [
    {
      "key": "channelId",
      "value": "<id>"
    },
    {
      "key": "interactionType",
      "value": "reaction"
    },
    {
      "key": "interactionType",
      "value": "read"
    }
  ]
}

Property	Description	Example value
service	The MEP service which generates the event	channels
event	The specific event you are subscribing too. For channels events are scoped to all channels for a specific platform e.g. WhatsApp	whatsapp.outbound
url	The webhook endpoint	https://site
signingKey	A value that will be used to validate a webhook	key
eventFilters[]	Event filters are inclusive, which means you will only get events for filters you add. If you do not add a filter you will get all events (except where you have other webhooks with an explicit filter).	{ "key": "channelId", "value": "{id>" }, { "key": "interactionType", "value": "reaction" }, { "key": "interactionType", "value": "read" }

Example payload

{
  "service": "channels",
  "event": "whatsapp.interaction",
  "payload": {
    "id": "f28b8a73-99d2-11ee-9479-0a58a9feac02",
    "type": "read",
    "createdAt": "2023-12-13T16:16:16Z",
    "messageId": "9c9175e7-63d7-45ae-b945-d21dfea942be",
    "channelId": "199f0353-fcb8-41b2-afd6-614c6baf3850",
    "platformId": "",
    "messageReference": "wamid.HBgLMzE2NTA1MzQyNTkVAgARGBJCMTdBQjdDRjAzNkE3QUIzMEMA",
    "messagePartsCount": 1,
    "receiver": {
      "contacts": [
        {
          "id": "00000000-0000-0000-0000-000000000000",
          "identifierKey": "phonenumber",
          "identifierValue": "311111111"
        }
      ]
    }
  }
}