Conversation resolved

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

A conversation was resolved by an agent, automation, or system.

resolved_by uses the same object shape as assigned_by on tag.assigned and agent.assigned: agent, automation, or system.

Use conversation.resolved to record closure in a ticketing system or stop an open-conversation timer. Identify the conversation with data.conversation.id and the actor with data.resolved_by. For example, your activity history can distinguish an agent resolving a conversation from an automation doing so. To resolve or reopen a conversation through the API, see Resolve Conversation. This webhook describes the resolved event; the API operation supports both status changes.

For signature verification and retries, see Webhooks overview.

POST webhook: conversation.resolved

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 `conversation.resolved`.
• data (object, required) — Payload for conversation.resolved.
  • 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.
    • resolved_at (string (date-time))
  • 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) — Agent recorded as the conversation's resolver. Omitted when no agent is recorded, for example when resolved_by is system. When an automation resolves the conversation, resolved_by is automation and this is the workspace owner's agent, which the automation acts as. Use resolved_by to identify who or what resolved it.
    • id (string (uuid), required) — Agent ID.
    • name (string, required) — Agent display name.
    • email (string) — Agent email when available.
  • resolved_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)
• 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": "conversation.resolved",
    "data": {
        "conversation": {
            "id": "0f46c0a1-8938-40e3-b2b5-bb56f569fcab",
            "channel": "website",
            "status": "resolved",
            "widget_name": "Main site widget",
            "identifier": "eouqtiupanm6uvglwshy",
            "resolved_at": "2026-02-04T11:00:00Z"
        },
        "visitor": {
            "id": "9b0c5fe6-35ad-459d-b6ba-4288191f84f1",
            "name": "John Doe",
            "email": "[email protected]",
            "phone": null
        },
        "agent": {
            "id": "26fa75f2-7ac1-47b4-84e1-b943491ba4da",
            "name": "Sarah",
            "email": "[email protected]"
        },
        "resolved_by": {
            "agent": {
                "id": "26fa75f2-7ac1-47b4-84e1-b943491ba4da",
                "name": "Sarah",
                "email": "[email protected]"
            }
        }
    },
    "occurred_at": "2026-02-04T11:00:00Z",
    "version": "2026-09"
}