# Webhooks and message status Provider callbacks bring incoming messages and available delivery or read updates into your INSIDE conversations. *Release 3.3 · developer, operator* **Settings › General Settings › Integrations** ## 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 ### This feature uses - **Configured in** [Messaging channel connections](CHN-001.md): Connected messaging account records determine which business account incoming callbacks belong to. - **Configured in** [WhatsApp channel setup](CHN-006.md): WhatsApp account setup supplies the incoming-message and status callback configuration. - **Configured in** [Facebook Messenger channel setup](CHN-010.md): Messenger Page authorisation and subscriptions determine which callbacks reach INSIDE. - **Configured in** [LINE messaging channel setup](CHN-013.md): LINE account credentials determine whether incoming callbacks pass verification. - **Configured in** [Viber messaging channel setup](CHN-016.md): The selected Viber provider and account credentials determine callback routing and verification. - **Configured in** [Apple Messages conversations](CHN-018.md): Apple Messages account credentials authorise incoming callbacks. - **Configured in** [Legacy Twitter direct messages](CHN-021.md): Twitter account credentials and subscriptions control signed incoming notifications. - **Configured in** [SMS number and channel setup](CHN-022.md): SMS number records identify the business account for incoming texts and status updates. - **Works better with** [Message delivery and read receipts](CHAT-003.md): Supported callbacks update message delivery and read indicators. ### Used by - **Required by** [Messaging channel connections](CHN-001.md): Receiving messages through a connected service requires its incoming callbacks. - **Required by** [Messaging conversations](CHN-002.md): Provider callbacks supply incoming messages and status updates. - **Required by** [WhatsApp channel setup](CHN-006.md): Callbacks supply incoming messages and available delivery updates. - **Required by** [WhatsApp Business App connection](CHN-009.md): Meta supplies mobile message, history, contact and account-change callbacks. - **Required by** [Facebook Messenger channel setup](CHN-010.md): Messenger callbacks provide messages, button replies and read events. - **Required by** [Instagram messages and story replies](CHN-012.md): Provider notifications bring messages, reactions and read updates into INSIDE. - **Required by** [LINE messaging channel setup](CHN-013.md): Signed provider notifications import customer messages and choices. - **Required by** [WeChat messaging channel setup](CHN-014.md): Verified account notifications bring messages and authorisation changes into INSIDE. - **Required by** [KakaoTalk messaging conversations](CHN-015.md): Notifications report messages, agent requests and session expiry. - **Required by** [Viber messaging channel setup](CHN-016.md): Provider notifications import messages and delivery or read updates. - **Required by** [Vonage connection for Viber](CHN-017.md): Incoming notifications carry customer messages and delivery status. - **Required by** [Apple Messages conversations](CHN-018.md): Account notifications import messages, customer actions and conversation closure. - **Required by** [Legacy Google Business Messages connection](CHN-020.md): Provider notifications supply messages, selections and receipts. - **Required by** [Legacy Twitter direct messages](CHN-021.md): Signed account-activity notifications bring messages and read updates into INSIDE. - **Required by** [SMS number and channel setup](CHN-022.md): Provider notifications supply incoming texts, media and delivery updates. - **Enhances** [Message delivery and read receipts](CHAT-003.md): Connected messaging providers can supply delivery and read acknowledgements. - **Enhances** [WhatsApp message templates](CHN-007.md): Message callbacks report delivery independently of template approval. ## 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.