Zavu sends webhook events for message lifecycle stages. There are several categories:

Category	Events	Purpose
Inbound	`conversation.new`, `message.inbound`, `message.unsupported`, `message.reaction`	Receive messages, reactions, and new contact notifications
Outbound	`message.queued`, `message.sent`, `message.delivered`, `message.failed`	Track your outbound message delivery
Templates	`template.status_changed`	Track WhatsApp template approval status
Broadcasts	`broadcast.status_changed`	Track broadcast delivery lifecycle
Invitations	`invitation.status_changed`	Track partner invitation status changes

Event Structure

All events follow this structure:

{
  "id": "evt_1705312200000_abc123",
  "type": "message.inbound",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    // Event-specific payload
  }
}

Inbound Events

conversation.new

Triggered when a new contact sends you their first message. This is useful for tracking new leads or customers.

{
  "id": "evt_1705312200000_new123",
  "type": "conversation.new",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "phoneNumber": "+14155551234",
    "channel": "whatsapp",
    "firstMessageId": "msg_xyz789",
    "firstMessageText": "Hi, I'm interested in your product",
    "profileName": "John Doe"
  }
}

Data Fields

Field	Type	Description
`phoneNumber`	string	New contact’s phone number (E.164 format)
`channel`	string	Channel used: `sms` or `whatsapp`
`firstMessageId`	string	ID of the first message
`firstMessageText`	string	Content of the first message
`profileName`	string \| null	Contact’s WhatsApp profile name. `null` for SMS.

You’ll also receive a message.inbound event for the same message. Use conversation.new specifically for new lead notifications or CRM integrations.

message.inbound

Triggered when a customer sends you a message via SMS or WhatsApp. This includes text messages, images, videos, audio, documents, and stickers.

Text Message Example

{
  "id": "evt_1705312200000_abc123",
  "type": "message.inbound",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_xyz789",
    "from": "+14155551234",
    "to": "+13125559876",
    "channel": "whatsapp",
    "messageType": "text",
    "text": "Hi, I have a question about my order",
    "profileName": "John Doe"
  }
}

Image Message Example

{
  "id": "evt_1705312200000_img456",
  "type": "message.inbound",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_img789",
    "from": "+14155551234",
    "to": "+13125559876",
    "channel": "whatsapp",
    "messageType": "image",
    "text": "Check out this product",
    "content": {
      "mediaId": "1234567890",
      "mimeType": "image/jpeg"
    },
    "profileName": "John Doe"
  }
}

For media messages (image, video, audio, document, sticker), the content.mediaId is provided initially. The media is then downloaded and stored, and subsequent reads of the message will include a content.mediaUrl with the permanent URL.

Location Message Example

{
  "id": "evt_1705312200000_loc789",
  "type": "message.inbound",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_loc123",
    "from": "+14155551234",
    "to": "+13125559876",
    "channel": "whatsapp",
    "messageType": "location",
    "text": "",
    "content": {
      "latitude": 37.7749,
      "longitude": -122.4194,
      "name": "San Francisco",
      "address": "San Francisco, CA, USA"
    },
    "profileName": "John Doe"
  }
}

Contact Message Example

{
  "id": "evt_1705312200000_cnt456",
  "type": "message.inbound",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_cnt789",
    "from": "+14155551234",
    "to": "+13125559876",
    "channel": "whatsapp",
    "messageType": "contact",
    "text": "",
    "content": {
      "contacts": [
        {
          "name": "Jane Smith",
          "phones": [
            { "phone": "+14155559999", "type": "MOBILE" }
          ],
          "emails": [
            { "email": "jane@example.com", "type": "WORK" }
          ]
        }
      ]
    },
    "profileName": "John Doe"
  }
}

Interactive Reply Example

When a user clicks a button or selects a list item that you sent, you’ll receive the reply with the button/item ID:

{
  "id": "evt_1705312200000_int123",
  "type": "message.inbound",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_int456",
    "from": "+14155551234",
    "to": "+13125559876",
    "channel": "whatsapp",
    "messageType": "text",
    "text": "Yes, I'm interested",
    "content": {
      "interactiveReply": {
        "type": "button_reply",
        "id": "btn_interested",
        "title": "Yes, I'm interested"
      }
    },
    "profileName": "John Doe"
  }
}

The interactiveReply.id is the ID you specified when sending the button or list message. Use this to identify which option the user selected.

Data Fields

Field	Type	Description
`messageId`	string	Unique message identifier
`from`	string	Customer’s phone number (E.164 format)
`to`	string	Your Sender’s phone number
`channel`	string	`sms` or `whatsapp`
`messageType`	string	Message type: `text`, `image`, `video`, `audio`, `document`, `sticker`, `location`, `contact`
`text`	string	Message text or media caption (also button/list reply title for interactive messages)
`content`	object \| null	Additional content (for non-text messages)
`content.mediaId`	string	Media ID from WhatsApp (media messages)
`content.mimeType`	string	MIME type of the media
`content.filename`	string	Filename (for documents)
`content.latitude`	number	Latitude coordinate (location messages)
`content.longitude`	number	Longitude coordinate (location messages)
`content.name`	string	Location name (location messages)
`content.address`	string	Location address (location messages)
`content.contacts`	array	Contact cards (contact messages)
`content.interactiveReply`	object	Interactive reply details (when user clicks a button or list item)
`content.interactiveReply.type`	string	`button_reply` or `list_reply`
`content.interactiveReply.id`	string	ID of the button/list item clicked
`content.interactiveReply.title`	string	Title of the button/list item clicked
`profileName`	string \| null	Sender’s WhatsApp profile name. `null` for SMS.

Example Handler

async function handleInboundMessage(data) {
  const { from, text, channel } = data;

  // Store the message
  await db.messages.create({
    from,
    text,
    channel,
    receivedAt: new Date()
  });

  // Send auto-reply if needed
  if (text.toLowerCase().includes("help")) {
    await zavu.messages.send({
      to: from,
      text: "Thanks for reaching out! A support agent will contact you shortly."
    });
  }
}

message.unsupported

Triggered when a customer sends a message type that is not supported by WhatsApp Cloud API. This includes polls, reactions, deleted messages, ephemeral messages, and third-party stickers.

{
  "id": "evt_1705312200000_unsup123",
  "type": "message.unsupported",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_xyz789",
    "from": "+14155551234",
    "to": "+13125559876",
    "channel": "whatsapp",
    "timestamp": 1705312200000
  }
}

Data Fields

Field	Type	Description
`messageId`	string	Unique message identifier
`from`	string	Customer’s phone number (E.164 format)
`to`	string	Your Sender’s phone number
`channel`	string	Always `whatsapp` for unsupported messages
`timestamp`	number	Unix timestamp when message was received

Unsupported message types include:

Polls - Survey/voting messages
Deleted messages - Messages deleted by the sender
Ephemeral messages - Disappearing messages
Third-party stickers - Stickers not meeting WhatsApp specifications

These limitations are from WhatsApp Cloud API, not Zavu.

Example Handler

async function handleUnsupportedMessage(data) {
  const { from, messageId } = data;

  // Log unsupported message for analytics
  await db.unsupportedMessages.create({
    messageId,
    from,
    receivedAt: new Date()
  });

  // Optionally notify the customer
  await zavu.messages.send({
    to: from,
    text: "We received your message, but this message type is not supported. Please send a text message instead."
  });
}

message.reaction

Triggered when a customer reacts to a message with an emoji (WhatsApp only). This event is sent when a reaction is added or removed from a message.

{
  "id": "evt_1705312200000_react123",
  "type": "message.reaction",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_xyz789",
    "providerMessageId": "wamid.HBgLMTU1NT...",
    "reaction": {
      "emoji": "👍",
      "from": "+14155551234",
      "timestamp": 1705312200000,
      "action": "added"
    }
  }
}

Data Fields

Field	Type	Description
`messageId`	string	ID of the message that was reacted to
`providerMessageId`	string	WhatsApp message ID
`reaction.emoji`	string	The emoji used for the reaction
`reaction.from`	string	Phone number of the person who reacted
`reaction.timestamp`	number	Unix timestamp of the reaction
`reaction.action`	string	`added` when reaction is added, `removed` when reaction is removed

When a user removes a reaction, action will be removed and emoji will be an empty string.

Example Handler

async function handleReaction(data) {
  const { messageId, reaction } = data;
  const { emoji, from, action } = reaction;

  if (action === "added") {
    // Store the reaction
    await db.reactions.create({
      messageId,
      emoji,
      from,
      createdAt: new Date()
    });

    // Track engagement metrics
    await analytics.track("message_reaction", {
      messageId,
      emoji,
    });
  } else if (action === "removed") {
    // Remove the reaction
    await db.reactions.delete({
      messageId,
      from,
    });
  }
}

Outbound Events

These events help you track the delivery status of messages you send. Subscribe to these if you need delivery confirmations or failure notifications.

message.queued

Triggered when your message is accepted and queued for delivery.

{
  "id": "evt_1705312200000_abc456",
  "type": "message.queued",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_abc123",
    "to": "+14155551234",
    "channel": "sms",
    "status": "queued"
  }
}

Data Fields

Field	Type	Description
`messageId`	string	Your message identifier
`to`	string	Recipient’s phone number
`channel`	string	`sms` or `whatsapp`
`status`	string	Always `queued` for this event

message.sent

Triggered when your outbound message is successfully accepted by the carrier or Meta. This confirms the message has left Zavu’s systems and is being processed by the provider.

{
  "id": "evt_1705312200000_def456",
  "type": "message.sent",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_abc123",
    "to": "+14155551234",
    "channel": "sms",
    "status": "sent"
  }
}

Data Fields

Field	Type	Description
`messageId`	string	Your message identifier
`to`	string	Recipient’s phone number
`channel`	string	`sms` or `whatsapp`
`status`	string	Always `sent` for this event

message.delivered

Triggered when your message is confirmed delivered to the recipient’s device.

{
  "id": "evt_1705312200000_ghi789",
  "type": "message.delivered",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_abc123",
    "to": "+14155551234",
    "channel": "whatsapp",
    "status": "delivered"
  }
}

Data Fields

Field	Type	Description
`messageId`	string	Your message identifier
`to`	string	Recipient’s phone number
`channel`	string	`sms` or `whatsapp`
`status`	string	Always `delivered` for this event

Delivery confirmation availability depends on the carrier and channel. WhatsApp provides reliable delivery receipts, while SMS delivery confirmations vary by carrier.

message.failed

Triggered when message delivery fails.

{
  "id": "evt_1705312200000_jkl012",
  "type": "message.failed",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "messageId": "msg_abc123",
    "to": "+14155551234",
    "channel": "sms",
    "status": "failed",
    "errorCode": "30003",
    "errorMessage": "Unreachable destination handset"
  }
}

Data Fields

Field	Type	Description
`messageId`	string	Your message identifier
`to`	string	Recipient’s phone number
`channel`	string	`sms` or `whatsapp`
`status`	string	Always `failed` for this event
`errorCode`	string	Error code from carrier/provider
`errorMessage`	string	Human-readable error description

Common Error Codes

Code	Description	Suggested Action
`30003`	Unreachable destination	Number may be invalid or disconnected
`30005`	Unknown destination	Verify the phone number format
`30006`	Landline not supported	SMS cannot be sent to landlines
`30007`	Carrier rejected	Message blocked by carrier
`21610`	Unsubscribed recipient	User opted out of messages

Example Handler

async function handleDeliveryFailure(data) {
  const { messageId, errorCode, errorMessage } = data;

  // Log the failure
  await db.messages.update(messageId, {
    status: "failed",
    errorCode,
    errorMessage,
    failedAt: new Date()
  });

  // Alert your team for critical failures
  if (["30007", "21610"].includes(errorCode)) {
    await alertTeam({
      type: "message_blocked",
      messageId,
      reason: errorMessage
    });
  }
}

Template Events

template.status_changed

Triggered when a WhatsApp template’s approval status changes. This is useful for tracking when templates are approved, rejected, or disabled by Meta.

{
  "id": "evt_1705312200000_tmpl123",
  "type": "template.status_changed",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "templateId": "tmpl_xyz789",
    "templateName": "order_confirmation",
    "language": "en",
    "previousStatus": "pending",
    "currentStatus": "approved",
    "rejectionReason": null
  }
}

Data Fields

Field	Type	Description
`templateId`	string	Template identifier
`templateName`	string	Template name
`language`	string	Template language code
`previousStatus`	string	Status before the change
`currentStatus`	string	New status: `approved`, `rejected`, `pending`, `disabled`
`rejectionReason`	string \| null	Reason for rejection (only present when `currentStatus` is `rejected`)

Status Values

Status	Description
`draft`	Template created locally, not yet submitted
`pending`	Template submitted to Meta, awaiting review
`approved`	Template approved and ready to use
`rejected`	Template rejected by Meta
`disabled`	Template was approved but later disabled by Meta

Example Handler

async function handleTemplateStatusChange(data) {
  const { templateId, templateName, currentStatus, rejectionReason } = data;

  // Update template status in your database
  await db.templates.update(templateId, {
    status: currentStatus,
    rejectionReason,
    updatedAt: new Date()
  });

  if (currentStatus === "approved") {
    await notifyTeam({
      message: `Template "${templateName}" has been approved!`,
      type: "success"
    });
  } else if (currentStatus === "rejected") {
    await notifyTeam({
      message: `Template "${templateName}" was rejected: ${rejectionReason}`,
      type: "error"
    });
  }
}

Partner Invitation Events

invitation.status_changed

Triggered when a partner invitation changes status. This is useful for tracking when your clients complete the WhatsApp onboarding process.

{
  "id": "evt_1705312200000_inv123",
  "type": "invitation.status_changed",
  "timestamp": 1705312200000,
  "senderId": "snd_abc123",
  "projectId": "prj_xyz789",
  "data": {
    "invitationId": "inv_xyz789",
    "clientName": "Acme Corp",
    "clientEmail": "contact@acme.com",
    "previousStatus": "pending",
    "currentStatus": "completed",
    "senderId": "snd_newclient123",
    "wabaAccountId": "waba_abc456"
  }
}

Data Fields

Field	Type	Description
`invitationId`	string	Invitation identifier
`clientName`	string \| null	Client’s business name
`clientEmail`	string \| null	Client’s email address
`previousStatus`	string	Status before the change
`currentStatus`	string	New status: `in_progress`, `completed`, or `cancelled`
`senderId`	string	(Only on `completed`) The new sender created for this client
`wabaAccountId`	string	(Only on `completed`) The WhatsApp Business Account ID

Status Flow

Status	Description
`pending`	Invitation created, waiting for client
`in_progress`	Client started the WhatsApp signup flow
`completed`	Client successfully connected their WhatsApp Business Account
`cancelled`	Invitation was cancelled by the partner

Example Handler

async function handleInvitationStatusChanged(data) {
  const { invitationId, clientName, currentStatus, senderId } = data;

  if (currentStatus === "completed") {
    // Client successfully onboarded
    await notifyTeam({
      message: `${clientName} has connected their WhatsApp!`,
      senderId,
    });

    // Create templates for the new client
    await createDefaultTemplates(senderId);
  } else if (currentStatus === "in_progress") {
    // Client started the process
    console.log(`${clientName} is completing WhatsApp setup`);
  }
}

Broadcast Events

broadcast.status_changed

Triggered when a broadcast changes status. This is a project-level event — configure it in your project webhook settings.

{
  "id": "evt_1705312200000_brd123",
  "type": "broadcast.status_changed",
  "timestamp": 1705312200000,
  "projectId": "prj_xyz789",
  "data": {
    "broadcastId": "brd_abc123",
    "name": "Black Friday Campaign",
    "status": "approved",
    "previousStatus": "pending_review",
    "channel": "sms",
    "totalContacts": 5000
  }
}

Data Fields

Field	Type	Description
`broadcastId`	string	Broadcast identifier
`name`	string	Broadcast campaign name
`status`	string	New status after the change
`previousStatus`	string	Status before the change
`channel`	string	Broadcast channel (`sms`, `whatsapp`, `email`, etc.)
`totalContacts`	number	Total contacts in the broadcast

Status Flow

draft → pending_review → approved → sending → completed
              ↓
          rejected → escalated → rejected_final
              ↑
         (edit + retry)

Status	Description
`draft`	Initial state, adding contacts
`pending_review`	AI content review in progress
`approved`	Review passed, ready to send
`rejected`	Content rejected — edit and retry
`escalated`	Sent to human review
`rejected_final`	Rejected by human review (cannot appeal)
`sending`	Messages being delivered
`completed`	All messages processed
`cancelled`	Broadcast stopped

Example Handler

async function handleBroadcastStatusChanged(data) {
  const { broadcastId, name, status, previousStatus } = data;

  switch (status) {
    case "approved":
      console.log(`Broadcast "${name}" approved — will begin sending`);
      break;
    case "rejected":
      console.log(`Broadcast "${name}" rejected — edit content and retry`);
      await notifyTeam({ message: `Broadcast rejected: ${name}` });
      break;
    case "completed":
      console.log(`Broadcast "${name}" completed!`);
      await generateReport(broadcastId);
      break;
    case "cancelled":
      console.log(`Broadcast "${name}" was cancelled`);
      break;
  }
}

Best Practices

Idempotency

Webhook deliveries may be retried, so your handler should be idempotent:

async function handleEvent(event) {
  // Check if we've already processed this event
  const existing = await db.processedEvents.find(event.id);
  if (existing) {
    console.log(`Event ${event.id} already processed, skipping`);
    return;
  }

  // Process the event
  await processEventLogic(event);

  // Mark as processed
  await db.processedEvents.create({ eventId: event.id });
}

Error Handling

Always wrap your handlers in try-catch to prevent unhandled exceptions:

app.post('/webhooks/zavu', async (req, res) => {
  try {
    await handleEvent(req.body);
    res.status(200).send('OK');
  } catch (error) {
    console.error('Webhook handling error:', error);
    // Return 200 to prevent retries if the error is not transient
    res.status(200).send('OK');
  }
});

Next Steps

Security - Verify webhook signatures
Webhooks - Configure your endpoints

Getting Started

Concepts

Guides

​Event Structure

​Inbound Events

​conversation.new

​Data Fields

​message.inbound

​Text Message Example

​Image Message Example

​Location Message Example

​Contact Message Example

​Interactive Reply Example

​Data Fields

​Example Handler

​message.unsupported

​Data Fields

​Example Handler

​message.reaction

​Data Fields

​Example Handler

​Outbound Events

​message.queued

​Data Fields

​message.sent

​Data Fields

​message.delivered

​Data Fields

​message.failed

​Data Fields

​Common Error Codes

​Example Handler

​Template Events

​template.status_changed

​Data Fields

​Status Values

​Example Handler

​Partner Invitation Events

​invitation.status_changed

​Data Fields

​Status Flow

​Example Handler

​Broadcast Events

​broadcast.status_changed

​Data Fields

​Status Flow

​Example Handler

​Best Practices

​Idempotency

​Error Handling

​Next Steps

Event Structure

Inbound Events

conversation.new

Data Fields

message.inbound

Text Message Example

Image Message Example

Location Message Example

Contact Message Example

Interactive Reply Example

Data Fields

Example Handler

message.unsupported

Data Fields

Example Handler

message.reaction

Data Fields

Example Handler

Outbound Events

message.queued

Data Fields

message.sent

Data Fields

message.delivered

Data Fields

message.failed

Data Fields

Common Error Codes

Example Handler

Template Events

template.status_changed

Data Fields

Status Values

Example Handler

Partner Invitation Events

invitation.status_changed

Data Fields

Status Flow

Example Handler

Broadcast Events

broadcast.status_changed

Data Fields

Status Flow

Example Handler

Best Practices

Idempotency

Error Handling

Next Steps