generated: '2026-08-26'
method: searched
source: https://developers.pypestream.com/reference/contact-center-webhooks (+ .md), fetched 2026-08-26
transport: HTTPS POST, JSON payload, delivered to a customer-hosted endpoint
direction: Pypestream -> customer
description: >-
  Pypestream pushes real-time notifications to a customer endpoint when an event happens in their
  account, principally around escalating an end user from an automated Pype to a live agent. The
  customer registers a publicly reachable HTTPS endpoint and returns a 2xx status per event.
provider_caveat: >-
  Quoted from the docs: "This is a list of all the types of events we currently send. We may add
  more at any time, so in developing and maintaining your code, you should not assume that only
  these types exist." The catalog is explicitly non-exhaustive and non-versioned.
setup_steps:
- Identify the events to monitor and the event payloads to parse.
- Create a webhook endpoint as an HTTP endpoint on your local server.
- Handle requests from Pypestream by parsing each event object and returning 2xx response status codes.
- Test that your webhook endpoint is working properly.
- Deploy your webhook endpoint so it is a publicly accessible HTTPS URL.
events:
- name: Availability
  event: agents/availability
  trigger: Occurs whenever an end-user requests to be escalated.
  attributes:
  - name: available
    type: boolean
    description: Indicates agents availability.
  - name: estimatedWaitTime
    type: integer
    description: Estimated wait time in seconds.
  - name: hoursOfOperation
    type: boolean
    description: Represents when a program is open or closed.
  - name: queueDepth
    type: integer
    description: Number of chats waiting in the queue.
  - name: status
    type: string
    description: >-
      Indicates whether there is an active agent with a chat slot available (online), there are
      agents logged in but all their chat slots are full (busy), or all agents are on a busy status
      or are not logged in (offline).
- name: WaitTime
  event: agents/waitTime
  trigger: Occurs whenever agents are busy.
  attributes:
  - name: estimatedWaitTime
    type: integer
    description: Estimated wait time in seconds.
- name: Escalate
  event: conversations/{conversationId}/escalate
  trigger: Occurs whenever an end-user is escalated.
- name: Type
  event: conversations/{conversationId}/type
  trigger: Occurs when an end-user typing status changes.
- name: Messages
  event: conversations/{conversationId}/messages/{messageId}
  trigger: Occurs when an end-user sends a message.
- name: End
  event: conversations/{conversationId}/end
  trigger: Occurs when a conversation is ended.
event_count: 6
signature_verification:
  documented: false
  note: >-
    The webhook reference documents no signing secret, no signature header and no replay-protection
    scheme, and prescribes no verification step -- the five setup steps end at "deploy your
    endpoint". A consumer is given no published way to prove a delivery came from Pypestream.
delivery_semantics:
  retries_documented: false
  ordering_documented: false
  note: Retry policy, backoff and delivery ordering are not stated in the published reference.
asyncapi_document: null
asyncapi_note: >-
  Pypestream publishes no AsyncAPI for the webhook surface. The sibling Engagement API WebSocket
  surface, which IS fully documented down to payload fields, is captured as a generated AsyncAPI 3.0
  document at asyncapi/pypestream-engagement-api-asyncapi.yml. The webhook payload fields are only
  documented for two of the six events, which is why this file is a catalog rather than a spec.