Webhooks
Customer status transitioned

Customer Status Transitioned Event

This event is fired whenever a customer's status changes.

A customer's status changes based of various events.

The three customer statuses are:

  • ACTIVE: When they are waiting for help or are being helped. You can check the customer assignedTo field to work out which is which. They might be in this status because they sent an email or have an open issue etc.
  • SNOOZED: When they are snoozed. Any new activity will unsnooze them.
  • IDLE: When they have been marked as helped and have no open issues.

Schema

View JSON Schema → (opens in a new tab)

Example:

{
  "timestamp": "2023-02-21T12:58:51.232Z",
  "workspaceId": "w_01GST0W989ZNAW53X6XYHAY87P",
  "payload": {
    "eventType": "customer.customer_status_transitioned",
    "previousCustomer": {
      "id": "c_01GST0WAGQ7RSMMEXZGA360MFY",
      "email": {
        "isVerified": false,
        "email": "colby45@example.com",
        "verifiedAt": null
      },
      "externalId": "external_01GST0WAFACKR7NA5BH60W9RWA",
      "fullName": "Colby Kunde",
      "shortName": "Colby",
      "assignedAt": null,
      "assignedToUser": null,
      "status": "IDLE",
      "statusChangedAt": "2023-02-21T12:58:50.775Z",
      "createdAt": "2023-02-21T12:58:50.775Z",
      "createdBy": {
        "actorType": "user",
        "userId": "u_01GST0W90RKD7AXS783SDPKJMV"
      },
      "updatedAt": "2023-02-21T12:58:50.775Z",
      "updatedBy": {
        "actorType": "user",
        "userId": "u_01GST0W90RKD7AXS783SDPKJMV"
      }
    },
    "customer": {
      "id": "c_01GST0WAGQ7RSMMEXZGA360MFY",
      "email": {
        "isVerified": false,
        "email": "colby45@example.com",
        "verifiedAt": null
      },
      "externalId": "external_01GST0WAFACKR7NA5BH60W9RWA",
      "fullName": "Colby Kunde",
      "shortName": "Colby",
      "assignedAt": null,
      "assignedToUser": null,
      "status": "ACTIVE",
      "statusChangedAt": "2023-02-21T12:58:51.112Z",
      "createdAt": "2023-02-21T12:58:50.775Z",
      "createdBy": {
        "actorType": "user",
        "userId": "u_01GST0W90RKD7AXS783SDPKJMV"
      },
      "updatedAt": "2023-02-21T12:58:51.112Z",
      "updatedBy": {
        "actorType": "user",
        "userId": "u_01GST0W90RKD7AXS783SDPKJMV"
      }
    }
  },
  "id": "pEv_01GST0WAZ0W31PN3BH76M9E2SP",
  "webhookMetadata": {
    "webhookTargetId": "whTarget_01GST0W9X0WVHBSAPA9HQR7Q2E",
    "webhookDeliveryAttemptId": "whAttempt_01GST0WBEHV132SN0W17CHKF6S",
    "webhookDeliveryAttemptNumber": 1,
    "webhookDeliveryAttemptTimestamp": "2023-02-21T12:58:51.729Z"
  },
  "type": "customer.customer_status_transitioned"
}
WebhooksCustomer changed