Webhooks and message status

What it is

Messaging services notify INSIDE when customers send messages and when supported delivery events occur. These notifications are called webhooks. They let INSIDE update conversations without an operator checking the provider's own inbox.

Who uses it and why

• Developers coordinate callback configuration with Powerfront when connecting a service.
• Operators use message status and error information to understand whether a reply was sent or read.

Where to find it

Powerfront manages callback details in Settings › General Settings › Integrations. Depending on the provider, the account screen shows Webhook Url, Callback Webhook Url or Generate Verification Token.

Operators see supported message status updates in the conversation transcript.

How it works

1. The provider sends an event for a connected business account.
2. INSIDE identifies the account and customer, then processes supported content or status information.
3. Incoming content becomes a conversation message. Delivery callbacks update the matching outgoing message when INSIDE can identify it.

Some services require a setup challenge before they begin sending events. Passing that challenge confirms the setup exchange; it does not prove that an incoming message or operator reply will succeed.

Verification differs by provider. LINE uses account credentials to validate events, native Viber checks an account-specific signature, Apple Messages checks authorisation and Twitter checks signed notifications. There is no single verification option that applies to every channel.

Configure it

Ask Powerfront to supply the callback details for your account and complete any provider verification or subscription steps. For Twilio WhatsApp, incoming messages and status callbacks have separate displayed callback details.

Test incoming messages, outgoing replies and available receipts separately. A working incoming message does not confirm that status notifications are configured.

Limits and good to know

• Receipt availability depends on the service and the events it sends. Absence of a read receipt does not establish that a customer has not read the message.
• WhatsApp Meta maps both provider sent and delivered updates to Sent in INSIDE. Do not interpret this indicator alone as a distinct device-delivery confirmation.
• A callback acknowledgement is not a customer delivery receipt.
• Unsupported event types do not necessarily produce transcript entries.
• Duplicate handling varies by service. Do not rely on a common replay or recovery function across all providers.

Depends on and works with

FAQ and troubleshooting

Incoming messages work. Why do outgoing messages have no read status?

The provider may not have supplied a read event, or its status callback configuration may be incomplete. Ask Powerfront to check a specific message and time.

Does successful webhook verification mean the account is ready?

It confirms one setup step. Complete an incoming and outgoing message test as well.

Why does an outgoing message show an error later?

The provider can report failure after INSIDE submits the message. Review the message error and give Powerfront the account and message time if it needs investigation.

Can I replay a callback from INSIDE?

There is no common client replay control for these integrations. Ask Powerfront to investigate missing or repeated events.