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weight 23
category messaging
subcategory agent-chat-api
title RTM pushes
tagline The reference of LiveChat RTM API pushes.
desc This document contains a reference of LiveChat RTM API pushes.
apiVersion 3.6
robots noindex

This document contains a reference of pushes available in the LiveChat Agent Chat API. Similarly to webhooks, pushes notify you when specific events occur. They're usually generated as result of RTM API actions, but it's also possible to receive them in result of Web API actions.

Introduction

Here's what you need to know about pushes:

  • They are generated primarily by RTM API actions, but also by Web API actions.
  • They notify you when specific events occur.
  • Can be delivered only in the websocket transport.
  • You don't need to register pushes to receive them.
  • Their equivalents in Web API are webhooks. Pushes and webhooks have similar payloads.
  • There are no retries for pushes. To determine if a user has seen an event, compare the event's created_at parameter with the user's events_seen_up_to field.

Available pushes
Chats incoming_chat chat_deactivated chat_deleted thread_deleted threads_deleted
Chat access chat_access_updated chat_transferred
Chat users user_added_to_chat user_removed_from_chat
Events incoming_event event_deleted event_updated incoming_rich_message_postback
Properties chat_properties_updated chat_properties_deleted thread_properties_updated thread_properties_deleted event_properties_updated event_properties_deleted
Thread tags thread_tagged thread_untagged
Customers incoming_customers incoming_customer customer_updated customer_page_updated customer_statistics_updated customer_banned customer_transferred customer_left subscribed_customers_totals_updated ticket_created ticket_deleted
Status routing_status_set agent_disconnected
Configuration agent_created agent_approved agent_updated agent_suspended agent_unsuspended agent_deleted auto_accesses_updated bot_created bot_updated bot_deleted group_created group_updated group_deleted tag_created tag_deleted tag_updated groups_status_updated license_properties_updated group_properties_updated
Other events_marked_as_seen incoming_sneak_peek incoming_thinking_indicator incoming_typing_indicator incoming_multicast chat_unfollowed queue_positions_updated customer_unfollowed thread_summary_set

<CodeResponse title={'general push format'}>

{
  "version": "<api_version>",
  "request_id": "<request_id>", // optional, applies only to the requester
  "action": "<action>",
  "type": "push",
  "payload": {
  // optional payload
  }
}

Chats

incoming_chat

Indicates about a chat coming with a new thread. The push payload contains the whole chat data structure. If the chat was started with some initial events, the thread object contains them.

<CodeResponse title={'Sample push payload'}>

{
  "requester_id": "smith@example.com",
  "chat": {
    "id": "PJ0MRSHTDG",
    "users": [
      // array of "User" objects
    ],
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
      }
      // ...
    },
    "thread": {
      // "Thread" object
    },
  },
  "transferred_from": {
    "group_ids": [ 1 ],
    "agent_ids": [ "agent@example.com" ]
  }
}

chat_deactivated

Indicates that a chat was deactivated by closing the currently open thread.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c" // optional
}

Push payload

Field Notes
user_id Missing if a thread was closed by the router.

chat_deleted

Indicates that a chat was deleted.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG"
}

thread_deleted

Indicates that a thread was deleted.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8"
}

threads_deleted

Indicates that several threads from a specific date range or with the same tag were deleted.

<CodeResponse title={'Sample push payload'}>

{
  "date_from": "2017-10-12T15:19:21.010200Z",
  "date_to": "2019-10-12T15:19:21.010200Z",
  "tag": "bug_report"
}

Chat access

chat_access_updated

Indicates about the update of a user's access to a particular chat. It contains the updated access data structure.

<CodeResponse title={'Sample push payload'}>

{
  "id": "PJ0MRSHTDG",
  "access": {
    "group_ids": [0, 1]
  }
}

Push payload

Field Notes
id Chat ID
access The updated chat access data structure

chat_transferred

Indicates that a chat was transferred to a different group or to an agent.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "requester_id": "jones@example.com",
  "reason": "manual",
  "transferred_to": {
    "group_ids": [ 19 ],
    "agent_ids": ["smith@example.com"],
  },
  "queue": {
    "position": 42,
    "wait_time": 1337,
    "queued_at": "2019-12-09T12:01:18.909000Z"
  }
}

Push payload

Field Notes
thread_id Present if the chat is active.
transferred_to IDs of the groups and agents the chat is assigned to after the transfer.
reason * Indicates why the chat was transferred.
queue Present if the chat is queued after the transfer.

*) Possible reasons: manual, inactive, assigned, unassigned, other.

Chat users

user_added_to_chat

Indicates that a user (customer or agent) was added to a chat.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user": {
  // "User > Customer" or "User > Agent" object
  },
  "reason": "manual",
  "requester_id": "smith@example.com"
}

Push payload

Field Notes
thread_id Present when a user was added to an active chat.
reason Why the user was added.
requester_id Present if the user was added by an agent.

user_removed_from_chat

Indicates that a user (customer or agent) was removed from a chat.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "user_id": "agent@example.com",
  "reason": "manual",
  "requester_id": "smith@example.com"
}

Push payload

Field Notes
thread_id Present when a user was removed from an active chat.
reason Why the user was removed.
requester_id Present if the user was removed by an agent.

Events

incoming_event

Indicates about an incoming event sent to a chat.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event": {
    "id": "Q20163UAHO_2",
    "created_at": "2019-12-05T07:27:08.820000Z",
    "visibility": "all",
    "type": "message",
    "properties": {
      "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
      }
    },
    "text": "Hello",
    "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
  }
}

event_deleted

Indicates that an event was deleted.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event_id": "E2WDHA8A_4"
}

event_updated

Indicates that an event was updated.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "123-123-123-123",
  "thread_id": "E2WDHA8A",
  "event": {
  // "Event" object
  }
}

incoming_rich_message_postback

Indicates about an incoming rich message postback. The push payload contains the info on the postback itself, as well as the chat it was sent in.

<CodeResponse title={'Sample push payload'}>

{
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "a0c22fdd-fb71-40b5-bfc6-a8a0bc3117f7",
  "postback": {
  "id": "action_yes",
  "toggled": true
  }
}

Properties

chat_properties_updated

Indicates about those chat properties that were updated.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "properties": {
  "rating": {
    "score": 1,
    "comment": "Well done!"
  }
  // ...
  }
}

Push payload

Field Notes
properties This is not a full properties object. This push shows only the properties that have been recently updated.

chat_properties_deleted

Indicates about those chat properties that were deleted.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "properties": {
    "rating": ["score", "comment"]
    },
    // ...
  }

Push payload

Field Notes
properties This is not a full properties object. This push shows only the properties that have been recently updated.

thread_properties_updated

Indicates about those thread properties that were updated.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "properties": {
  "rating": {
    "score": 1,
    "comment": "Well done!"
  }
  // ...
  }
}

Push payload

Field Notes
properties This is not a full properties object. This push shows only the properties that have been recently updated.

thread_properties_deleted

Indicates about those thread properties that were deleted.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "properties": {
    "rating": ["score", "comment"]
    },
    // ...
  }
}

Push payload

Field Notes
properties This is not a full properties object. This push shows only the properties that have been recently updated.

event_properties_updated

Indicates about those event properties that were updated.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "2_E2WDHA8A",
  "properties": {
  "rating": {
    "score": 1,
    "comment": "Well done!"
  }
  }
}

Push payload

Field Notes
properties This is not a full properties object. This push shows only the properties that have been recently updated.

event_properties_deleted

Indicates about those event properties that were deleted.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "event_id": "2_E2WDHA8A",
  "properties": {
    "rating": ["score", "comment"]
    },
    // ...
  }

Push payload

Field Notes
properties This is not a full properties object. This push shows only the properties that have been recently updated.

Thread tags

thread_tagged

Indicates that a chat thread was tagged.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "tag": "bug_report"
}

thread_untagged

Indicates that a chat thread was untagged.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "tag": "bug_report"
}

Customers

incoming_customers

Indicates about customers the agent should be aware of. It's sent after login.

<CodeResponse title={'Sample push payload'}>

{
  "customer_monitoring_level": "invited",
  "customers": [{
    // "Customer" user object
  }]
}

incoming_customer

Indicates that a new or returning customer is available to the agent. It's sent when:

  • a new customer registers.
  • a customer, who previously left the tracked website, returns.
  • an already followed customer, who was temporarily unavailable to the agent, becomes available again (for example, the customer was transferred between groups).

<CodeResponse title={'Sample push payload'}>

{
  // "Customer" user object
}

customer_updated

Indicates that customer's data changed. The push payload contains the updated fields.

<CodeResponse title={'Sample push payload'}>

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "name": "Thomas Anderson",
  "email": "t.anderson@example.com",
  "avatar": "https://example.com/avatars/1.jpg",
  "phone_number": "+14155552671",
  "type": "customer",
  "session_fields": [{
    "custom_key": "custom_value"
  }, {
    "another_custom_key": "another_custom_value"
  }],
  "omnichannel": {
    "fb_messenger": [
      {
	"id": "4f0ad8d8-1b7e-4519-8400-fa955eb11d12",
	"name": "Anderson"
      }
    ],
    "twilio": [
      {
        "phone_number": "+14155552671"
      }
    ]
  }
}

customer_page_updated

Indicates that a customer moved to another page of the website.

<CodeResponse title={'Sample push payload'}>

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "visit_id": 42,
  "opened_at": "2017-10-12T15:19:21.010200Z",
  "url": "https://www.livechat.com/",
  "title": "LiveChat - Homepage"
}

customer_statistics_updated

Indicates that the customer's statistics were updated.

<CodeResponse title={'Sample push payload'}>

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "statistics": {
    "chats_count": 9,
    "threads_count": 13,
    "visits_count": 14,
    "page_views_count": 15,
    "greetings_accepted_count": 0,
    "greetings_converted_count": 0,
    "tickets_count": 6,
    "tickets_inbox_count": 6,
    "tickets_archive_count": 0,
    "tickets_spam_count": 0,
    "tickets_trash_count": 0,
    "orders_count": 15,
    "last_visit_started_at": "2025-10-17T13:37:15Z"
  }
}

customer_banned

Indicates that a customer was banned for a specified number of days.

<CodeResponse title={'Sample push payload'}>

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ban": {
  "days": 5
  }
}

customer_transferred

Indicates that a customer is no longer available to the agent.

<CodeResponse title={'Sample push payload'}>

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "transferred_to": {
    "group_ids": [1]
  },
  "followed": true
}

customer_left

Indicates that a customer left the tracked website.

<CodeResponse title={'Sample push payload'}>

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "left_at": "2017-10-12T15:19:21.010200Z"
}

subscribed_customers_totals_updated

Indicates that number of customers matching subscription changed. This push is sent periodically once limits are reached.

<CodeResponse title={'Sample push payload'}>

{
  "b7eff798f8df43648059649c35c9ed0c": 123,
  "a0c22fddfb7140b5bfc6a8a0bc3117f7": 321
}

ticket_created

Indicates that a ticket was created for a tracked customer.

<CodeResponse title={'Sample push payload'}>

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ticket_id": "0c04cb99-817a-4935-9d62-137c89a74388",
  "silo": "inbox",
  "created_at": "2019-12-05T07:27:08.820000Z"
}

ticket_deleted

Indicates that a ticket was deleted for a tracked customer.

<CodeResponse title={'Sample push payload'}>

{
  "customer_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "ticket_id": "0c04cb99-817a-4935-9d62-137c89a74388"
}

Status

routing_status_set

Indicates that an agent's or bot agent's status was changed.

<CodeResponse title={'Sample push payload'}>

{
  "agent_id": "smith@example.com",
  "status": "accepting_chats"
}

agent_disconnected

Indicates that an agent was disconnected. The payload contains the reason of the agent's disconnection.

<CodeResponse title={'Sample push payload'}>

{
  "reason": "misdirected_request",
  "data": {
  // optional
  "region": "fra"
  }
}

Possible reasons

Based on the received reason we suggest a different reaction.

Type Notes Suggested behavior
agent_disconnected_by_server Agent has been disconnected by the server. Don't reconnect.
agent_logged_out_remotely Agent has been logged out remotely. Don't reconnect.
access_token_revoked Agent access token has been revoked. Don't reconnect.
connection_evicted Sent to the connection that's replaced by a newly established one, and the new connection exceeded the limit of possible connections. Don't reconnect.
access_token_expired Access token lifetime has elapsed. Reconnect and generate a new access token.
connection_timeout Has not received ping from the client for some time, or it's been too long since the connection was authorized. Reconnect.
internal_error Internal error. Reconnect.
license_expired License has expired. Don't reconnect.
license_not_found License with the specified ID doesn't exist. Don't reconnect.
misdirected_connection * Agent connected to the server in the wrong region. Don't reconnect.
unsupported_version Connecting to an unsupported version of the agent API. Don't reconnect.
too_many_connections Agent reached the max. number of connections. Don't reconnect.
too_many_unauthorized_connections Agent reached the max. number of unauthorized connections. Reconnect.
role_permissions_changed Role permissions have been changed. Reconnect.

*) Also, misdirected_connection returns the correct region value in the optional data object. With this piece of information, the client is able to figure out where it should be connected.

Configuration

agent_created

Indicates that a new agent account was created. The payload contains the full state of the agent data structure, including empty fields.

<CodeResponse title={'Sample push payload'}>

{
  "id": "smith@example.com",
  "name": "Agent Smith",
  "role": "viceowner",
  "awaiting_approval": false,
  "groups": [
    {
      "id": 5,
      "priority": "first"
    },
    {
      "id": 2,
      "priority": "last"
    },
    {
      "id": 1,
      "priority": "normal"
    }
  ],
  "notifications": [
    "new_visitor",
    "new_goal",
    "visitor_is_typing"
  ],
  "email_subscriptions": [
    "weekly_summary"
  ],
  "work_scheduler": {
    "timezone": "Europe/Warsaw",
    "schedule": [
      {
        "day": "monday",
        "enabled": true,
        "start": "08:30",
        "end": "12:30"
      },
      {
        "day": "monday",
        "enabled": true,
        "start": "13:30",
        "end": "16:30"
      }
    ]
  }
}

agent_approved

Indicates that an agent's account was approved and is now active.

<CodeResponse title={'Sample push payload'}>

{
  "id": "smith@example.com"
}

agent_updated

Indicates that an agent's configuration changed. Contains only the updated properties.

<CodeResponse title={'Sample push payload'}>

{
  "id": "smith@example.com",
  "work_scheduler": {
    "timezone": "Europe/Warsaw",
    "schedule": [
      {
        "day": "monday",
        "enabled": true,
        "start": "08:30",
        "end": "12:30"
      },
      {
        "day": "monday",
        "enabled": true,
        "start": "13:30",
        "end": "16:30"
      },
      {
        "day": "friday",
        "enabled": true,
        "start": "07:30",
        "end": "21:30"
      }
    ]
  }
}

agent_suspended

Indicates that an agent's account was suspended.

<CodeResponse title={'Sample push payload'}>

{
  "id": "smith@example.com"
}

agent_unsuspended

Indicates that an agent's account was unsuspended.

<CodeResponse title={'Sample push payload'}>

{
  "id": "smith@example.com"
}

agent_deleted

Indicates that an agent's account was deleted.

<CodeResponse title={'Sample push payload'}>

{
  "id": "smith@example.com"
}

auto_accesses_updated

Indicates that auto access rules were modified. The payload contains an array of all changes done as result of adding, updating, or deleting auto access rule. The resulting payload can contain multiple objects depending on the action:

  • for the added auto access rule, the payload contains the complete state of the auto access rule data structure, including empty fields.
  • for the updated auto access rule, the payload contains only the updated properties.
  • for the deleted auto access rule, the payload confirms the deletion.

<CodeResponse title={'Sample push payload after adding auto access rule'}>

[
  {
      "id": "dc70916fdc9d02ea0bcdee5b2fa64717",
      "next_id": "b1cd0bfea640f671694110c6ae34356f",
      "status": "updated"
  },
  {
      "id": "b1cd0bfea640f671694110c6ae34356f",
      "description": "",
      "access": {
          "groups": [
              0
          ]
      },
      "conditions": {
          "url": {
              "values": [
                  {
                      "value": "https://www.auto-access.test",
                      "exact_match": false
                  }
              ]
          },
          "domain": {
              "values": [
                  {
                      "value": "https://www.auto-access.test",
                      "exact_match": true
                  }
              ]
          },
          "geolocation": {
              "values": [
                  {
                      "country": "United States",
                      "country_code": "US",
                      "region": "California",
                      "city": "Mountain View"
                  }
              ]
          }
      },
      "next_id": "",
      "status": "added"
  }
]

<CodeResponse title={'Sample push payload after updating auto access rule'}>

[
  {
      "id": "b1cd0bfea640f671694110c6ae34356f",
      "description": "Auto access updated",
      "next_id": "dc70916fdc9d02ea0bcdee5b2fa64717",
      "status": "updated"
  },
  {
      "id": "dc70916fdc9d02ea0bcdee5b2fa64717",
      "next_id": "",
      "status": "updated"
  }
]

<CodeResponse title={'Sample push payload after deleting auto access rule'}>

[
  {
      "id": "b1cd0bfea640f671694110c6ae34356f",
      "next_id": "",
      "status": "updated"
  },
  {
      "id": "dc70916fdc9d02ea0bcdee5b2fa64717",
      "status": "deleted"
  }
]

bot_created

Indicates that a new bot was added. The payload contains the full state of the bot data structure, including empty fields.

<CodeResponse title={'Sample push payload'}>

{
  "id": "5c9871d5372c824cbf22d860a707a578",
  "name": "Bot Name",
  "default_group_priority": "first",
  "groups": [
    {
      "id": 0,
      "priority": "normal"
    }
  ],
  "owner_client_id": "asXdesldiAJSq9padj"
}

bot_updated

Indicates that a bot's configuration changed. Contains only the updated properties.

<CodeResponse title={'Sample push payload'}>

{
  "id": "5c9871d5372c824cbf22d860a707a578",
  "name": "New Bot Name",
}

bot_deleted

Indicates that a bot was deleted.

<CodeResponse title={'Sample push payload'}>

{
  "id": "5c9871d5372c824cbf22d860a707a578"
}

group_created

Indicates that a group was created within a license. The payload contains the full state of the group data structure, including empty fields.

<CodeResponse title={'Sample push payload'}>

{
  "id": 42,
  "name": "Sales",
  "language_code": "en",
  "agent_priorities": {
    "agent@example.com": "normal",
    "other_agent@example.com": "first"
  }
}

group_deleted

Indicates that a group was deleted within a license.

<CodeResponse title={'Sample push payload'}>

{
  "id": 42
}

group_updated

Indicates that a group was updated within a license. The push payload only includes the updated fields.

<CodeResponse title={'Sample push payload'}>

{
  "id": 42,
  "name": "Sales"
}

tag_created

Indicates that a tag was created within a license. The payload contains the full state of the tag data structure, including empty fields.

<CodeResponse title={'Sample push payload'}>

{
  "name": "docs_feedback",
  "group_ids": [ 0, 42 ],
  "created_at": "2019-12-09T12:01:18.909000Z",
  "author_id": "smith@example.com"
}

tag_deleted

Indicates that a tag was deleted within a license.

<CodeResponse title={'Sample push payload'}>

{
  "name": "docs_feedback"
}

tag_updated

Indicates that a tag was updated within a license.

<CodeResponse title={'Sample push payload'}>

{
  "name": "docs_feedback",
  "group_ids": [ 0, 42 ]
}

groups_status_updated

Indicates that the statuses of groups that the agent has access to were updated. The push payload only includes the updated fields. Possible statuses: accepting_chats, not_accepting_chats, offline.

<CodeResponse title={'Sample push payload'}>

{
    "groups": [
        {
            "id": 0,
            "status": "offline"
        }
    ]
}

license_properties_updated

Indicates about those license properties that were updated.

<CodeResponse title={'Sample push payload'}>

{
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
    }
  }
}

group_properties_updated

Indicates about those group properties that were updated.

<CodeResponse title={'Sample push payload'}>

{
  "group_id": 1,
  "properties": {
    "0805e283233042b37f460ed8fbf22160": {
      "string_property": "string value"
    }
  }
}

Other

incoming_thinking_indicator

Indicates that one of the chat users (an agent or a bot agent) is currently preparing a response. The message hasn't been sent yet.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "author_id": "smith@example.com",
  "sent_at": "2025-07-16T12:34:56.909000Z",
  "title": "Thinking...",
  "description": "Fetching data from the Billing API...",
  "custom_id": "31-0C-1C-07-DB-16"
}

incoming_typing_indicator

Indicates that one of the chat users (an agent or a bot agent) is currently typing a message. The message hasn't been sent yet. The push payload contains the typing indicator object.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "typing_indicator": {
    "author_id": "smith@example.com",
    "visibility": "all",
    "timestamp": 1574245378,
    "is_typing": true
  }
}

incoming_sneak_peek

Indicates that a customer is currently typing a message. The push payload contains the sneak peek object.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "sneak_peek": {
    "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
    "text": "Hello",
    "timestamp": 1574245378
  }
}

events_marked_as_seen

Indicates that a user has seen events up to a specific time.

<CodeResponse title={'Sample push payload'}>

{
  "user_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
  "chat_id": "PJ0MRSHTDG",
  "seen_up_to": "2017-10-12T15:19:21.010200Z"
}

incoming_multicast

Indicates about messages sent via the multicast method or by the system.

<CodeResponse title={'Sample push payload'}>

{
  "author_id": "smith@example.com",
  "content": {
  "example": {
    "nested": "json"
  }
  },
  "type": "type1"
}

Push payload

Field Required Notes
author_id No Present only if the push was generated by the Multicast method and not sent from the server.
content Yes
type No

chat_unfollowed

Indicates that a chat has been unfollowed. Useful in multiple connection scenarios, where one app/integration needs to know that another one unfollowed the chat.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG"
}

queue_positions_updated

New positions and wait times for queued chats.

<CodeResponse title={'Sample push payload'}>

[{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "queue": {
    "position": 42,
    "wait_time": 1337
  }
}, {
  "chat_id": "PJ0VRSATDS",
  "thread_id": "K60QPKSON9",
  "queue": {
    "position": 43,
    "wait_time": 1373
  }
}]

customer_unfollowed

Indicates that a customer was unfollowed. Useful in multiple connection scenarios, where one app/integration needs to know that another one unfollowed the customer.

<CodeResponse title={'Sample push payload'}>

{
  "id": "b7eff798-f8df-4364-8059-649c35c9ed0c"
}

thread_summary_set

Indicates that a thread summary was generated and set.

<CodeResponse title={'Sample push payload'}>

{
  "chat_id": "PJ0MRSHTDG",
  "thread_id": "K600PKZON8",
  "summary": {
    "status": "ok",
    "text": "• Customer asks about currently available discount codes.  \n• Agent suggests subscribing to the newsletter.  \n• Customer thanks the agent and says goodbye.",
    "updated_at": "2025-12-09T12:01:18.909000Z"
  }
}