{
  1. Introduction
  2. Receiving events
    1. Contents format
    2. Whitelisting
  3. Instagram Messaging
    1. MessageDelete
    2. StoryMention
  4. Google Business Messaging
    1. HumanAgentRequested

Event Webhooks

Introduction

You can receive your incoming events for channels supported by the CM.com Business Messaging API in your own systems, by registering a webhook in the Channels-app. After registering an HTTPS web address you will start receiving the incoming events.

Note These events do not include the receiving of messages; please refer to the following docs for that: MO Webhooks.

Note In the case of offboarding, the registered webhook(s) are removed and any incoming events will therefore not be forwarded to the webhook(s) any longer.


Receiving events

In order to receive the incoming events, you need to build a webservice where our systems can deliver the events. This is called a webhook. Via the webhook you will be notified by CM.com of the new event content and metadata using a POST call to your registered web service in the JSON content format. To indicate you have received the events you need to reply with an HTTP 200 OK statuscode. You do not need to send any content back in the reply. You can receive incoming events from Instagram using these webhooks.

If your web service returns anything else other than response code 200 OK, we will consider the event as not having been delivered. Our services will retry delivery (for a maximum of three times). In case of a timeout we will consider the event delivered.

Contents format

Webhook calls are made using HTTP POST with the Content-Type application/json and are in the UTF-8 character set. You will receive a JSON object like this on the registered URLs:

Field Description
from Information about the sender. (See below)
to Information about the recipient of the event. (See below)
event The event that occurred. (See below)
timeUtc The time (yyyy-MM-ddTHH:mm:ss) of the event in UTC.
channel The event channel. (e.g. "Instagram")

From:

Field Description
number Identifier of the source from where the event originated.

To:

Field Description
number Identifier to which the event was sent.

Event:

Value Type Description Instagram Messaging Google Business Messaging
reference A reference to the object or message that triggered the event.
type MessageDelete Occurs when a message is deleted by the end user. x
StoryMention Occurs when a story mention is received. x
UserAgentRequested Occurs when a user agent is requested by the end user. x
custom Can contain information in context of the event.
StoryMention Story url

Note Not all channels support the same events. For details and documentation on an event type, we ask you to refer to documentation of the specific channel.

Example event

{
    "from": {
        "number": "6f2de4d4cc6aa17da2e11c3bff5843aa"
    },
    "to": {
        "number": "5d68d44a356b72b899221e45c676cc23"
    },
    "event": {
        "type": "MessageDelete",
        "reference": "453563216"
    },    
    "timeUtc": "2021-07-05T17:08:45",
    "channel": "Instagram"
}

Whitelisting

If you want your systems to be certain that requests are sent from CM.com's systems and are not initiated by a spoofing third party, you can limit reception of events to those originating from our IP ranges.

The IP ranges of the services that send events and could be used for our outbound traffic are:

  • 31.169.56.0/21
  • 85.119.48.0/21
  • 188.94.184.0/22

Note You should whitelist all these IP ranges. We cannot guarantee an exact IP address of specific services within these ranges as the servers can change IP within this range at any time.


Instagram

Instagram uses a numeric identifier for a sender and recipient. So called "Instagram Scoped User ID (IGSID)" for the sender and a "Instagram account ID" for the recipient of the event. A person is assigned a unique IGSID for each Instagram Business account they start a conversation with.

These identifiers are visible in the CM.com platform as the userid below channels...Instagram.

MessageDelete

This event occurs when a message is deleted by the end user on Instagram.

Example MessageDelete event

{
    "from": {
        "number": "<IGSID>"
    },
    "to": {
        "number": "<IGID>"
    },
    "event": {
        "type": "MessageDelete",
        "reference": "453563216"
    },    
    "timeUtc": "2021-07-05T17:08:45",
    "channel": "Instagram"
}

StoryMention

An Instagram business account can be notified when a user mentions them in a story.

Note A Story mention webhook will only flow in if the user mentioning the business has their account setup as public. Story mentions from a private account will only flow in if the business follows the said account.

Example StoryMention event

{
    "from": {
        "number": "<IGSID>"
    },
    "to": {
        "number": "<IGID>"
    },
    "event": {
        "type": "StoryMention",
        "reference": "453563217",
        "custom": {
               "url": "<CDN_URL>"
        }
    },
    "timeUtc": "2021-07-05T17:08:45",
    "channel": "Instagram"
}

Google Business Messages

Google Business Messages uses a GUID/UUID identifier for a sender and recipient. So called "Agent ID " for the sender and a "Conversation ID" for the recipient of the event. A person is assigned a unique Conversation ID for each agent they start a conversation with.

Human agent request

This event occurs when a user request to speak to a human agent instead of a bot.

Example Human agent request event

{
    "from": {
        "number": "<CONVERSATION_ID>"
    },
    "to": {
        "number": "<AGENT_ID>"
    },
    "event": {
        "type": "HumanAgentRequested",
        "reference": "83855c95-e598-48ca-8e2e-44f11520cbfc"
    },
    "timeUtc": "2021-07-05T17:08:45",
    "channel": "Google Business Messages"
}