No webhook when a new conversation is created on Intercom Inbox

Hello ​@Andrii Fedyk 👋,

How are you doing? Roy here from Intercommunity, stepping in to help you out with your webhook integration.
 

When dealing with conversation creation in Intercom, there are actually two distinct webhooks you need to configure in your backend depending on the origin of the message:

Based on the screenshots you’ve provided, it appears an Agent or Admin is creating a conversation with a specific user. In this scenario, your webhook endpoint (whether you're routing the POST request through an Express.js server, a Django app, or an AWS Lambda function) needs to be listening for the conversation.admin.single.created event.
 

I suspect your current event listener is monitoring conversation.user.created, which will only fire when the user initiates the chat with your team. Simply updating the topic your API subscribes to in the Intercom Developer Hub should resolve this, ensuring your backend catches the correct JSON payloads for outbound messages.
 

I hope this points you in the right direction! Please let me know if you need any more help - I'm more than happy to assist.

Have a Londonful Day Ahead 💂

Cheers,
Roy 🇬🇧