Inbound Messages Callback

This callback delivers contact (end-user) messages to the API clients.

Message Fields

Field	Type	Description
id	string	Message ID
direction	string	Always TO_APP for contact messages
contact_message	object	The content of the message
channel_identity	object	Identity of the contact in the underlying channel
conversation_id	string	ID of the conversation. Empty if DISPATCH mode
contact_id	string	ID of the contact. Empty if DISPATCH mode
metadata	string	Channel-specific metadata
accept_time	ISO 8601 timestamp	When the channel callback was received
sender_id	string	Sender ID (e.g. originator MSISDN for SMS)
processing_mode	string	Currently only DISPATCH mode supported

Contact Message Types

Text Message

Field	Type	Description
text	string	The text included in the contact message

Location Message

Field	Type	Description
title	string	Shown above the location
coordinates.latitude	float	Latitude
coordinates.longitude	float	Longitude
label	string	Label or name for the position

Choice Response Message

Field	Type	Description
message_id	string	The message ID containing the choice
postback_data	string	Postback data from the selected choice

Media Message

Field	Type	Description
url	string	URL of the media
caption	string	Caption for the media

Reply To

Field	Type	Description
message_id	object	ID of the message this contact message is responding to

Only set if the response was sent within 3 days of the original message.

Product Response Message

Field	Type	Description
products	object array	Selected products
text	string	Text sent with the products
catalog_id	string	Catalog ID the products belong to

Fallback Message

Field	Type	Description
reason.code	string	High-level error classification
reason.description	string	Description of the reason
reason.sub_code	string	More detailed error classification

Channel Identity Fields

Field	Type	Description
channel	string	Channel identifier: SMS, RCS, WHATSAPP
identity	string	Channel identity (e.g. phone number)
app_id	string	App ID if app-scoped identity. Empty string otherwise

Sample Inbound Message Payload

{
  "app_id": "01EB37HMH1M6SV18ABNS3G135H",
  "accepted_time": "2020-11-16T08:17:44.993024Z",
  "project_id": "c36f3d3d-1523-4edd-ae42-11995557ff61",
  "message": {
    "id": "01EQ8235TD19N21XQTH12B145D",
    "direction": "TO_APP",
    "contact_message": { "text_message": { "text": "Hi!" } },
    "channel_identity": { "channel": "WHATSAPP", "identity": "017838245667", "app_id": "01EB37HMH1M6SV18ABNS3G135H" },
    "conversation_id": "01EQ8172WMDB8008EFT4M30481",
    "contact_id": "01EQ4174TGGY5B1VPTPGHW19R0",
    "accept_time": "2020-11-16T08:17:43.915829Z",
    "sender_id": "12039414555",
    "processing_mode": "CONVERSATION"
  }
}