OutboundMessage

Called whenever a user sends a message to a contact.

Channel
Call
Voicemail
SMS
GMB
FB
IG
Email
Live Chat
Internal Comment

Message Schema

{
  "type": "object",
  "properties": {
    "type": {
      "type": "string"
    },
    "locationId": {
      "type": "string"
    },
    "attachments": {
      "type": "array"
    },
    "body": {
      "type": "string"
    },
    "contactId": {
      "type": "string"
    },
    "contentType": {
      "type": "string"
    },
    "conversationId": {
      "type": "string"
    },
    "dateAdded": {
      "type": "string"
    },
    "direction": {
      "type": "string"
    },
    "messageType": {
      "type": "string"
    },
    "status": {
      "type": "string"
    },
    "messageId": {
      "type": "string"
    },
    "originalMessageId": {
      "type": "string",
      "description": "Present only on retried messages. References the messageId of the original message in the retry chain, so a retried message can be correlated with the original failed message instead of being treated as a brand-new message. Absent on the original (non-retried) message."
    },
    "userId": {
      "type": "string"
    },
    "source": {
      "type": "string"
    },
    "conversationProviderId": {
      "type": "string"
    },
    "callDuration": {
      "type": "number"
    },
    "callStatus": {
      "type": "string"
    },
    "chatWidgetId": {
      "type": "string"
    },
    "from": {
      "type": "string"
    },
    "to": {
      "type": "string"
    },
    "messageTypeId": {
      "type": "number"
    },
    "messageTypeString": {
      "type": "string"
    },
    "mentions": {
      "type": "array",
      "items": { "type": "string" }
    }
  }
}

Example(Message)

{
  "type": "OutboundMessage",
  "locationId": "l1C08ntBrFjLS0elLIYU",
  "attachments": [],
  "body": "This is a test message",
  "contactId": "cI08i1Bls3iTB9bKgFJh",
  "contentType": "text/plain",
  "conversationId": "fcanlLgpbQgQhderivVs",
  "dateAdded": "2021-04-21T11:31:45.750Z",
  "direction": "outbound",
  "messageType": "SMS",
  "source": "app",
  "status": "delivered",
  "conversationProviderId": "cI08i1Bls3iTB9bKgF01",
  "chatWidgetId": "67b0cc8cf14b19d85ace7s35",
  "from": "+15559876543",
  "to": "+15551234567",
  "messageTypeId": 2,
  "messageTypeString": "TYPE_SMS"
}

Retry Correlation

When an outbound message is retried, the retry attempt has its own messageId. The originalMessageId field points back to the first message in that retry chain.

Use originalMessageId to group retry attempts with the original failed message.

• The original message does not include originalMessageId.
• Retried messages include originalMessageId.
• The value is the messageId of the original message.
• Currently supported for SMS, Facebook, and Instagram retries.

Example(Retried Message)

{
  "type": "OutboundMessage",
  "locationId": "l1C08ntBrFjLS0elLIYU",
  "attachments": [],
  "body": "This is a test message",
  "contactId": "cI08i1Bls3iTB9bKgFJh",
  "contentType": "text/plain",
  "conversationId": "fcanlLgpbQgQhderivVs",
  "dateAdded": "2021-04-21T11:33:10.120Z",
  "direction": "outbound",
  "messageType": "SMS",
  "source": "app",
  "status": "failed",
  "messageId": "cRwU12SvFwVu2lbvaWSc",
  "originalMessageId": "cXcYRmGhooTfw05RZhiK",
  "conversationProviderId": "cI08i1Bls3iTB9bKgF01",
  "from": "+15559876543",
  "to": "+15551234567",
  "messageTypeId": 2,
  "messageTypeString": "TYPE_SMS"
}

Example(Call and Voicemail)

{
  "type": "OutboundMessage",
  "locationId": "0d48aEf7q67DAu134bpy", 
  "attachments": ["call recording url"],
  "contactId": "gblakL5aYQC4glDtP1r2t3",
  "conversationId": "SGDqZrzmwTr19d10aHkt9F",
  "dateAdded": "2024-05-08T11:57:42.250Z",
  "direction": "outbound",
  "messageType": "CALL",
  "userId": "xsmF1xxhmC92ZpL1lj7aLa",
  "messageId": "tyW42xCD0HQpb3hhfLcx",
  "status": "completed",
  "callDuration": 120,
  "callStatus": "completed",
  "from": "+15559876543",
  "to": "+15551234567",
  "messageTypeId": 1,
  "messageTypeString": "TYPE_CALL"
}

Call Status Details

For outbound calls:

• When the call is answered by a person, status will be completed and callStatus will be completed
• When the call reaches voicemail, status will be completed and callStatus will be voicemail
• The callDuration field indicates the length of the call in seconds

Example(Voicemail send through workflow)

{
  "type": "OutboundMessage",
  "locationId": "0d48aEf7q67DAuXUxbpy",
  "attachments": ["voicemail url"],
  "contactId": "gb7xwL5aYQC4glDtP1r5",
  "conversationId": "SGDqZrzmwTr5P7aHkt9F",
  "dateAdded": "2024-05-08T12:04:55.828Z",
  "direction": "outbound",
  "messageType": "VoiceMail",
  "messageId": "hhYtaQM2I9ym8qhU9CmM",
  "status": "completed",
  "from": "+15559876543",
  "to": "+15551234567",
  "messageTypeId": 10,
  "messageTypeString": "TYPE_VOICEMAIL"
}

Example(Internal Comment with mentions)

{
  "type": "OutboundMessage",
  "locationId": "l1C08ntBrFjLS0elLIYU",
  "body": "Please follow up on this @John Doe<userId>Fwo3j0BiINYsh98UU30U</userId>",
  "contactId": "cI08i1Bls3iTB9bKgFJh",
  "contentType": "text/plain",
  "conversationId": "fcanlLgpbQgQhderivVs",
  "dateAdded": "2026-02-16T09:09:24.818Z",
  "direction": "outbound",
  "messageType": "InternalComment",
  "messageId": "M5avV1g7s0oUYWo3qkk4",
  "userId": "xsmF1xxhmC92ZpL1lj7aLa",
  "status": "delivered",
  "source": "app",
  "mentions": ["Fwo3j0BiINYsh98UU30U"]
}

Example(Internal Comment without mentions)

{
  "type": "OutboundMessage",
  "locationId": "l1C08ntBrFjLS0elLIYU",
  "body": "This is an internal note for the team",
  "contactId": "cI08i1Bls3iTB9bKgFJh",
  "contentType": "text/plain",
  "conversationId": "fcanlLgpbQgQhderivVs",
  "dateAdded": "2026-02-16T09:07:35.601Z",
  "direction": "outbound",
  "messageType": "InternalComment",
  "messageId": "YHvRXyjBxKOjoEg7duKd",
  "userId": "xsmF1xxhmC92ZpL1lj7aLa",
  "status": "delivered",
  "source": "app",
  "mentions": []
}

Internal Comment Details

• Internal comments are only visible to internal users and are not sent to the contact.
• The userId field identifies the user who posted the comment.
• The mentions field contains an array of user IDs that were tagged in the comment. If no users were mentioned, it will be an empty array [].
• The body field contains the comment text. Mentioned users appear in the format @username<userId>actualUserId</userId>.

Email Message Schema

{
  "type": "object",
  "properties": {
    "type": {
      "type": "string"
    },
    "locationId": {
      "type": "string"
    },
    "attachments": {
      "type": "array"
    },
    "body": {
      "type": "string"
    },
    "contactId": {
      "type": "string"
    },
    "conversationId": {
      "type": "string"
    },
    "dateAdded": {
      "type": "string"
    },
    "direction": {
      "type": "string"
    },
    "messageType": {
      "type": "string"
    },
    "emailMessageId": {
      "type": "string"
    },
    "threadId": {
      "type": "string"
    },
    "provider": {
      "type": "string"
    },
    "to": {
      "type": "string"
    },
    "cc": {
      "type": "string"
    },
    "bcc": {
      "type": "string"
    },
    "ccList": {
      "type": "array",
      "description": "List of email IDs in the cc field",
      "items": {
        "type": "string"
      }
    },
    "bccList": {
      "type": "array",
      "description": "List of email IDs in the bcc field",
      "items": {
        "type": "string"
      }
    },
    "userId": {
      "type": "string"
    },
    "source": {
      "type": "string"
    },
    "conversationProviderId": {
      "type": "string"
    },
    "plainText": {
      "type": "string",
      "description": "Plain text version of the email body (HTML tags stripped, newlines preserved)"
    }
  }
}

Example(Email)

{
  "type": "OutboundMessage",
  "locationId": "kF4NJ5gzRyQF2gKFD34G",
  "body": "<div style=\"font-family: verdana, geneva; font-size: 11pt;\">Testing Email Notification</div>",
  "plainText": "Testing Email Notification",
  "contactId": "3bN9f8LYJFG8F232XMUbfq",
  "conversationId": "yCdNo6pwyTLYKgg6V2gj",
  "dateAdded": "2024-01-12T12:59:04.045Z",
  "direction": "outbound",
  "messageType": "Email",
  "emailMessageId": "sddfDSF3G56GHG",
  "from": "Internal Notify <[email protected]>",
  "threadId": "sddfDSF3G56GHG",
  "subject": "Order Confirmed",
  "to": "[email protected]",
  "ccList": ["[email protected]"],
  "bccList": ["[email protected]"],
  "source": "app",
  "conversationProviderId": "cI08i1Bls3iTB9bKgF01"
}