Shared inbox webhooks that send fourteen events to your own systems
Webhooks let your own software hear about activity in the shared inbox as it happens. You give Sektra an https address, choose the events and inboxes you care about, and Sektra sends a signed message to that address each time one of those events occurs. Developers use them to keep a CRM or an internal tool in step with the inbox without asking Sektra for changes on a schedule. Every delivery is logged and is retried if your system does not accept it.
What Sektra does with webhooks
The fourteen webhook events
Four events follow a conversation from start to finish: conversation.created, conversation.assigned, conversation.closed and conversation.reopened. Four more report activity inside it (message.received, message.sent, note.added and tag.added), and contact.created and contact.updated follow the shared address book. Service levels send sla.at_risk and sla.breached, and website chat sends chat.started and chat.handed_off.
How to add a webhook endpoint
A teammate who can manage integrations opens Settings, then API and webhooks, and chooses Add webhook. The form takes an https address, an optional description, the events to send or every event, and the inboxes to watch or every inbox. An account can hold up to twenty endpoints, and each gets its own signing secret, shown once.
How webhook deliveries are signed
Every delivery carries an X-Sektra-Signature header, an HMAC SHA-256 signature keyed with the endpoint's signing secret. Your system recomputes the signature to confirm that the message came from Sektra and was not altered on the way. The secret can be replaced at any time from the endpoint's menu, and the new one is shown once.
Retries, repeats and pausing
Sektra expects a 2xx answer within ten seconds. Any other outcome is retried after 1 minute, 5 minutes, 30 minutes, 2 hours and 12 hours, and each retry carries the same X-Sektra-Delivery id so that your system can skip a repeat. An endpoint that fails fifty deliveries in a row is paused, and the person who created it is notified in Sektra.
Delivery log, resend and test send
The settings page lists each endpoint's recent deliveries with the event, the answer your system gave, how long it took and how many tries it needed. Any delivered or failed entry can be sent again from the log, and entries are kept for thirty days. A test send posts a ping event to the endpoint and reports the result at once.
What a webhook payload contains
Each payload is JSON with the event name, the time, a delivery id and a data object. For a conversation the data holds the subject, an excerpt, the inbox, status, channel, tags, participants, owner and a link, and message events add the sender, the recipients and the time sent. Message bodies are left out, so a system that needs them reads the conversation through the API with the ids in the payload.
Common questions
Setup, permissions and what Sektra reads from webhooks, with a contact link for anything not covered here.
Does Sektra support webhooks?
Yes. Sektra sends any of fourteen events to an https address you register, covering conversations, messages, notes, tags, contacts, service levels and website chats. Each delivery is signed, retried on failure and recorded in a log in settings.
How do I verify a Sektra webhook signature?
Read the X-Sektra-Signature header, which has the form t=<unix seconds>,v1=<signature>. Compute an HMAC SHA-256 of the timestamp, a dot and the raw request body with your endpoint's signing secret, and compare the result with the v1 value. Reject the request if the two differ or if the timestamp is more than five minutes old.
Can a Sektra rule call a webhook?
Yes. A rule can post to a webhook address as one of its actions, so a condition such as an AI check for a refund request can notify your system directly. The delivery arrives as a rule.triggered event with the conversation and the rule's name, and it is signed when the address is one of your registered endpoints.
Connect webhooks and see it work
Connect a mailbox first, then add webhooks from Settings. Both steps take a few minutes, and the team can work from the inbox the same day.