Webhook events

Zeus supports several webhook events. The event field in the payload indicates the event type.

Event Payloads

Send messages

Contains the response generated by Zeus

JSON

{
  "event": "send_messages",
  "data": {
    "conversation": {
      "created_at": "2025-06-17T08:14:36.149315",
      "customer_id": "92de8c40-6899-4e17-b208-e207783e10a4",
      "id": "conv_1",
      "status": "open"
    },
    "messages": [
      {
        "attachments": [],
        "id": "e25b48f2-ce72-4252-9560-71775e650ddb",
        "role": "ai",
        "sent_at": "2025-06-17T08:14:43.581264",
        "text": "<p>Hello! I’m here to assist you.</p>",
        "type": "default"
      }
    ]
  },
  "error": null,
  "metadata": null
}

Bot typing

When Zeus is working on a response, it sends typing messages like Thinking..., Looking up system data... etc

JSON

{
  "event": "bot_typing",
  "data": {
    "conversation_id": "conv_1",
    "customer_id": "92de8c40-6899-4e17-b208-e207783e10a4",
    "message": "Thinking..."
  },
  "metadata": null,
  "error": null
}

message is set to null to indicate that Zeus is now “typing” the response

Other events

1. Escalate ticket

   Zeus can indicate when the conversation should be escalated to a human support agent. Generally, when the problem is out of scope of Zeus or customer requests explicitly that they would like to connect to an human agent.

2. Close ticket

   When the issue is resolved, Zeus can indicate that the conversation should be marked as resolved.

3. Trigger CSAT

   When the issue is resolved, Zeus can send a request to trigger CSAT survey.

JSON

{
  "event": "escalate_ticket", // or, "close_ticket" or, "trigger_csat"
  "data": {
    "conversation_id": "conv_1"
  },
  "metadata": null,
  "error": null
}

Settings

You can configure whether your integration supports certain events or not by using Integration Update API

Example settings:

JSON

{
  // ... rest of the settings
  "supportedFeatures": {
    "typing": true,
    "escalation": true,
    "closeTicket": true,
    "csat": false
  }
  // ...
}