Agent assigned

Incoming webhook deliveries are authenticated with HMAC signature headers (X-Chatway-Signature and X-Chatway-Timestamp), not your Chatway API key.

An agent was assigned to a conversation.

assigned_by uses the same object shape as tag.assigned: agent, automation (id UUID + name), or system.

Use agent.assigned to record an assignment or notify your routing system. data.agent identifies the agent receiving the assignment; data.assigned_by identifies who or what made it. These can be different. When a rule assigns an agent, data.agent.id identifies the assignee and data.assigned_by.automation.id identifies the rule. Use Get Agent for agent details and Automation triggered if you also need rule-execution activity.

For signature verification and retries, see Webhooks overview.

POST webhook: agent.assigned

Parameters

Request body

Signed JSON envelope for this event.

application/json

• id (string, required) — Stable event ID (`evt_…`). Same across HTTP retries for this notification.
• event (string, required) — Event name. For this webhook, always `agent.assigned`.
• data (object, required) — Payload for agent.assigned.
  • conversation (object, required)
    • id (string (uuid), required) — Conversation ID.
    • channel (string, required) — Normalized channel.
    • status (string, required) — Conversation status.
    • widget_name (string) — Present when the conversation is tied to a website widget.
    • identifier (string) — Widget identifier when widget_name is present.
  • visitor (object, required)
    • id (string (uuid), required) — Visitor/contact ID.
    • name (string) — Visitor name. Omitted when empty.
    • email (string|null, required) — Visitor email. Always present; null when unknown.
    • phone (string|null, required) — Visitor phone. Always present; null when unknown.
  • agent (object, required)
    • id (string (uuid), required) — Agent ID.
    • name (string, required) — Agent display name.
    • email (string) — Agent email when available.
  • assigned_by (object, required) — Who performed the action. Contains exactly one of: agent, automation, or system.
    • agent (object)
      • id (string (uuid), required) — Agent ID.
      • name (string, required) — Agent display name.
      • email (string) — Agent email when available.
    • automation (object)
      • id (string (uuid), required)
      • name (string, required)
    • system (object)
  • assigned_at (string (date-time), required)
• occurred_at (string (date-time), required) — When the business event occurred.
• version (string, required) — Payload schema version.

Responses

200

Return any 2xx status to acknowledge receipt.

410

Optional HTTP 410 Gone to signal the endpoint is permanently unavailable. Like every non-2xx response below 500 (including 408 and 429), it is not retried. It does not disable the subscription; turn the webhook off in Chatway Settings if you want deliveries to stop.

Examples

Request body example

{
    "id": "evt_1234567890abcdef1234567890abcdef",
    "event": "agent.assigned",
    "data": {
        "conversation": {
            "id": "0f46c0a1-8938-40e3-b2b5-bb56f569fcab",
            "channel": "website",
            "status": "open",
            "widget_name": "Main site widget",
            "identifier": "eouqtiupanm6uvglwshy"
        },
        "visitor": {
            "id": "9b0c5fe6-35ad-459d-b6ba-4288191f84f1",
            "name": "John Doe",
            "email": "[email protected]",
            "phone": "+1XXXXXXXXXX"
        },
        "agent": {
            "id": "26fa75f2-7ac1-47b4-84e1-b943491ba4da",
            "name": "Sarah",
            "email": "[email protected]"
        },
        "assigned_by": {
            "automation": {
                "id": "c3d327ab-3ef6-4d19-8ee1-11b06c912cd6",
                "name": "Assign Sales Agent"
            }
        },
        "assigned_at": "2026-02-04T10:35:00Z"
    },
    "occurred_at": "2026-02-04T10:35:00Z",
    "version": "2026-09"
}