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Hi,

We have a use case where our intercom user creates a message (eg chat) to be sent to all leads, and would like the message content to be picked up by our webhook endpoint upon sending the message, so that we can forward that message to external APIs.

We are able to get a notification event whenever the message is sent by subscribing to the content_stat.chat topic in the webhook settings, but this topic only has the statuses of the message sent, but not the actual message content itself.

We’ve tried subscribing to the following topics, but I don’t see it working for our use case:

  • conversation.admin.opened    
  • conversation.admin.replied    
  • conversation.admin.single.created    
  • conversation.user.created    
  • conversation.user.replied

Appreciate if anyone has any insight on how we can get it to work. I’ve considered the possibility of a custom action but there does not seem to be anywhere that a proactive support message can configure such an action into it. 

Many thanks in advance.

Hey there 👋 Jacques here from Support Engineering!

I see that you’re trying to get the message content using webhook events. You are correct that the content_stat.chat topic will not include the actual content of the message itself.

A potential workaround for you here that could work would be to use the REST API to retrieve the message content after receiving a webhook notification. Once you have an identifier of a message from a webhook event, you can make an API call to fetch its content using the Retrieve Conversation Endpoint. This would involve an additional step in your workflow where your system, upon receiving a webhook notification, make an API request to retrieve message content.

Hope this helps! Feel free to reach out to our support team if you require any additional help with setting this up!

How can I do the same for active support emails? I can’t find an endpoint to get email body based on webhook content_stat.email payload. Thanks!

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