chat.reopened

Sent when a closed chat reopens: the customer writes, a team member writes or reopens it, or an API key reopens it or sends anything but a template.

Called Chat reopened in the app. Part of the plan feature webhooks.chats. To subscribe over the API, the key needs chats:write.

PayloadPOST to your endpoint

{
  "id": "evt_74223b68e0507b59d2d44b62c85da733",
  "type": "chat.reopened",
  "api_version": "2026-10-14",
  "created_at": "2026-10-14T10:34:48.126Z",
  "workspace_id": "2b7e4c1a-9d3f-4a85-b6e2-5f0c8d1a7e34",
  "data": {
    "contact_id": "4ea0d485-435d-407f-837a-c7d67095f23a",
    "by": {
      "type": "api_key",
      "id": "5e1d2c3b-4a59-4f68-8e7d-6c5b4a392817",
      "name": "Order system"
    }
  }
}

Headers

webhook-id: The delivery’s ID, the same on every try.
webhook-timestamp: When this try was sent, in Unix seconds.
webhook-signature: v1, and an HMAC-SHA256 of the request.

How delivery and retries work

Data

What’s in data. Every event wraps it in the same envelope.

contact_id string · uuid

by object · nullable

Who reopened the chat: a team member or an API key. null when the customer reopened it by writing.

Show 3 child attributesHide child attributes

by.type string

Who or what it was: a team member, an API key, the chatbot, the AI, an automation, a broadcast, the WhatsApp Business app or Soosh itself. More values may be added.

One of user api_key bot ai automation broadcast whatsapp_app system.

by.id string · uuid · nullable

The person, key or broadcast. null for actors without one, such as the chatbot.

by.name string

Handling it

Answer with any 2xx within 10 seconds. Do the work after.
Check the signature first. Verify webhooks has the code.
Subscribe with POST /v1/webhooks, events: ["chat.reopened"].