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Support Module Webhooks

Helpdesk

Support module webhooks can help teams create custom notification and actionable systems around the module. This can help reduce response times and ensure that all conversations are handled well.

Supported events

  • Conversation is started

  • Message is received

  • Reply is sent

  • Conversation is resolved

  • Handover requested

Potential usage

  • Custom notifications (i.e., Teams, Slack Discord) for specific events

  • Custom use of AI to process feedback and auto-create Linear issues

  • Track conversations in external tools (i.e., Linear, Planner, Asana)

Requested data in event (beyond the obvious)

  • Link to open conversation in support module

Post type
💡 New feature
What part of Help Desk?
Posted by Alex Z ·
Status: Completed4 comments

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Comments4

  • Robi Rohumaa changed status to Completed
    Team•

    Mar 11

    Pinned

    Hey everyone!
    We just went live with the conversation webhooks. Check them out from Dashboard → Settings → Advanced → Webhooks or from the API.


    We have a guide on setting up webhooks available here:

    https://docs.featurebase.app/guides/webhooks

    Here’s all the webhooks we added:

    Reach out to us via the live chat or in this thread if you run into any issues or need help with setting anything up!

  • James Stevens

    •

    Mar 6

    I would need this to be able to track more advanced SLAs

  • Bruno from Featurebase

    Team•

    Dec 29, 2025

    •

    Merged request

    •

    1 vote

    Webhooks for support module

    Allow listening to events like new convos, replies, convo closing, etc..

  • Anabella Pippo

    •

    Aug 20, 2025

    •

    Added fromthis conversation

    I'm looking for the ability to receive webhooks for new incoming chats. This would be incredibly valuable for automating our initial responses using external platforms like n8n. It would allow us to streamline our customer engagement and ensure quicker replies.