Dixa Webhook Setup Guide

Managing Dixa webhook subscriptions requires an API token created by a Dixa Administrator. Connect the account using such a token — see the connector’s authentication guide for how to generate one.

When the connection is established, StackOne generates a unique callback URL for it and automatically creates a Dixa webhook subscription covering the events you enable in StackOne. Only the events you enable are subscribed and delivered.

Fired as a conversation moves through its lifecycle.

• Conversation Created (CONVERSATION_CREATED) — Fired when a new conversation is created.
• Conversation Open (CONVERSATION_OPEN) — Fired when a conversation is opened or reopened.
• Conversation Pending (CONVERSATION_PENDING) — Fired when a conversation is set to pending.
• Conversation Pending Expired (CONVERSATION_PENDING_EXPIRED) — Fired when a conversation’s pending state expires.
• Conversation Closed (CONVERSATION_CLOSED) — Fired when a conversation is closed.
• Conversation Abandoned (CONVERSATION_ABANDONED) — Fired when a conversation is abandoned before being answered.

Fired as a conversation is queued, assigned, or transferred.

• Conversation Enqueued (CONVERSATION_ENQUEUED) — Fired when a conversation is added to a queue.
• Conversation Assigned (CONVERSATION_ASSIGNED) — Fired when a conversation is assigned to an agent.
• Conversation Unassigned (CONVERSATION_UNASSIGNED) — Fired when a conversation is unassigned from an agent.
• Conversation Transferred (CONVERSATION_TRANSFERRED) — Fired when a conversation is transferred to another agent or queue.

Fired when the content or metadata of a conversation changes.

• Conversation Note Added (CONVERSATION_NOTE_ADDED) — Fired when an internal note is added to a conversation.
• Conversation Message Added (CONVERSATION_MESSAGE_ADDED) — Fired when a message is added to a conversation.
• Conversation Tag Added (CONVERSATION_TAG_ADDED) — Fired when a tag is added to a conversation.
• Conversation Tag Removed (CONVERSATION_TAG_REMOVED) — Fired when a tag is removed from a conversation.
• Conversation Rated (CONVERSATION_RATED) — Fired when a conversation receives a rating.
• Conversation End User Replaced (CONVERSATION_END_USER_REPLACED) — Fired when the end user on a conversation is replaced.
• Conversation Custom Attribute Updated (CONVERSATION_CUSTOM_ATTRIBUTE_UPDATED) — Fired when a custom attribute on a conversation is updated.

Fired as outbound messages progress through delivery.

• Message Delivery Sent (CONVERSATION_MESSAGE_DELIVERY_SENT) — Fired when an outbound message is sent.
• Message Delivery Delivered (CONVERSATION_MESSAGE_DELIVERY_DELIVERED) — Fired when an outbound message is delivered.
• Message Delivery Seen (CONVERSATION_MESSAGE_DELIVERY_SEEN) — Fired when an outbound message is seen by the recipient.
• Message Delivery Info (CONVERSATION_MESSAGE_DELIVERY_INFO) — Fired with informational delivery status for an outbound message.
• Message Delivery Failed (CONVERSATION_MESSAGE_DELIVERY_FAILED) — Fired when an outbound message delivery fails.
• Message Delivery Spam Complaint (CONVERSATION_MESSAGE_DELIVERY_SPAM_COMPLAINT) — Fired when a spam complaint is received for an outbound message.

Fired when an agent bans or unbans an end user or IP address.

• Agent Banned Enduser (AGENT_BANNED_ENDUSER) — Fired when an agent bans an end user.
• Agent Unbanned Enduser (AGENT_UNBANNED_ENDUSER) — Fired when an agent unbans an end user.
• Agent Banned IP (AGENT_BANNED_IP) — Fired when an agent bans an IP address.
• Agent Unbanned IP (AGENT_UNBANNED_IP) — Fired when an agent unbans an IP address.

Fired for real-time typing activity.

• Typing Started (TYPING_STARTED) — Fired when typing starts in a conversation.

Fired as service-level agreement (SLA) evaluations change state.

• SLA Evaluation Pending (SLA_EVALUATION_PENDING) — Fired when an SLA evaluation becomes pending.
• SLA Evaluation Breached (SLA_EVALUATION_BREACHED) — Fired when an SLA target is breached.
• SLA Evaluation Achieved (SLA_EVALUATION_ACHIEVED) — Fired when an SLA target is achieved.
• SLA Evaluation Voided (SLA_EVALUATION_VOIDED) — Fired when an SLA evaluation is voided.

Dixa sends each event as an HTTP POST with a JSON body containing event_id (the event’s unique id), event_fqn (the uppercase event name, e.g. CONVERSATION_CREATED), event_version, event_timestamp, an organization object, and a data object with the event-specific payload. Dixa sends one event per request.

Dixa signs each delivery with an X-DIXA-SIGNATURE header of the form t=<timestamp>,v1=<signature>, where the signature is an HMAC-SHA256 of the payload using a secret generated for the subscription. StackOne additionally verifies each delivery through the unique, unguessable callback URL generated for the connection.