Help Scout Webhooks

asyncapi: 2.6.0
info:
  title: Help Scout Webhooks
  description: >-
    Help Scout publishes webhook events from the Mailbox, Beacon, Docs, and
    organization surfaces to subscriber-configured URLs. Each delivery is an
    HTTP POST containing a JSON body, an X-HelpScout-Event header with the
    event name, and an X-HelpScout-Signature header carrying an HMAC-SHA1
    signature (base64 encoded) computed from the subscriber's shared secret
    and the raw request body. Subscribers reply with a 2xx status to
    acknowledge delivery; non-2xx responses are retried up to ten times, and
    a 410 response immediately deactivates the webhook subscription. Generated
    from public Help Scout developer documentation; verify before production
    use.
  version: '1.0'
  contact:
    name: Help Scout Developer Documentation
    url: https://developer.helpscout.com/webhooks/
  license:
    name: Proprietary
  x-generated-from: https://developer.helpscout.com/webhooks/
  x-generated-by: claude-crawl-2026-05-30
externalDocs:
  description: Help Scout Webhooks documentation
  url: https://developer.helpscout.com/webhooks/
defaultContentType: application/json
servers:
  subscriber:
    url: '{webhookUrl}'
    protocol: https
    description: >-
      The HTTPS endpoint registered with Help Scout that receives outbound
      webhook POST requests. The URL is configured per subscription in the
      Help Scout app management UI or via the Mailbox API /v2/webhooks
      resource.
    variables:
      webhookUrl:
        description: >-
          Fully qualified HTTPS URL of the subscriber-controlled endpoint that
          accepts Help Scout webhook deliveries.
        default: https://example.com/helpscout/webhook
channels:
  /webhook:
    description: >-
      Outbound webhook channel. Help Scout posts a JSON event payload to the
      registered subscriber URL whenever a subscribed event occurs. The event
      name is carried in the X-HelpScout-Event header and the request body is
      signed with HMAC-SHA1 using the subscriber's shared secret. The signature
      is delivered in the X-HelpScout-Signature header as a base64 string.
    bindings:
      http:
        type: request
        method: POST
    publish:
      operationId: receiveHelpScoutWebhook
      summary: Receive a Help Scout webhook event
      description: >-
        Help Scout publishes events for conversations, customers, satisfaction
        ratings, beacon chats, tags, organizations, users, and survey responses
        to the subscriber URL. Subscribers must verify the X-HelpScout-Signature
        header before processing the body and respond with HTTP 200-299 within
        the timeout window. Return HTTP 410 to permanently disable the
        webhook subscription; other non-2xx responses are retried up to ten
        times and the subscription auto-deactivates after ten discarded events.
      message:
        oneOf:
          - $ref: '#/components/messages/ConvoAssigned'
          - $ref: '#/components/messages/ConvoCreated'
          - $ref: '#/components/messages/ConvoAiAnswersCreated'
          - $ref: '#/components/messages/ConvoDeleted'
          - $ref: '#/components/messages/ConvoMerged'
          - $ref: '#/components/messages/ConvoMoved'
          - $ref: '#/components/messages/ConvoStatus'
          - $ref: '#/components/messages/ConvoTags'
          - $ref: '#/components/messages/ConvoCustomFields'
          - $ref: '#/components/messages/ConvoCustomerReplyCreated'
          - $ref: '#/components/messages/ConvoAgentReplyCreated'
          - $ref: '#/components/messages/ConvoNoteCreated'
          - $ref: '#/components/messages/CustomerCreated'
          - $ref: '#/components/messages/CustomerUpdated'
          - $ref: '#/components/messages/CustomerDeleted'
          - $ref: '#/components/messages/SatisfactionRatings'
          - $ref: '#/components/messages/BeaconChatCreated'
          - $ref: '#/components/messages/BeaconChatCustomerReplied'
          - $ref: '#/components/messages/TagCreated'
          - $ref: '#/components/messages/TagUpdated'
          - $ref: '#/components/messages/TagDeleted'
          - $ref: '#/components/messages/MessageSurveyResponseReceived'
          - $ref: '#/components/messages/OrganizationCreated'
          - $ref: '#/components/messages/OrganizationUpdated'
          - $ref: '#/components/messages/OrganizationDeleted'
          - $ref: '#/components/messages/UserStatusChanged'
components:
  securitySchemes:
    helpscoutSignature:
      type: httpApiKey
      in: header
      name: X-HelpScout-Signature
      description: >-
        Base64-encoded HMAC-SHA1 signature of the raw request body, computed
        with the shared secret configured on the webhook subscription.
        Subscribers must recompute the signature on receipt and compare it
        against this header in constant time before trusting the payload.
  messageTraits:
    HelpScoutWebhookHeaders:
      headers:
        type: object
        required:
          - X-HelpScout-Event
          - X-HelpScout-Signature
        properties:
          X-HelpScout-Event:
            type: string
            description: >-
              Name of the event that triggered the delivery, e.g.
              convo.created, customer.updated, satisfaction.ratings.
          X-HelpScout-Signature:
            type: string
            description: >-
              Base64-encoded HMAC-SHA1 signature computed from the
              subscriber's shared secret and the raw JSON request body.
          Content-Type:
            type: string
            description: Always application/json for Help Scout webhook deliveries.
            default: application/json
          User-Agent:
            type: string
            description: Help Scout user agent identifying the delivery service.
  messages:
    ConvoAssigned:
      name: convoAssigned
      title: Conversation Assigned
      summary: >-
        Fired when a conversation is assigned to a Help Scout user or team.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoCreated:
      name: convoCreated
      title: Conversation Created
      summary: >-
        Fired when a new conversation is created in a Help Scout mailbox.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoAiAnswersCreated:
      name: convoAiAnswersCreated
      title: Conversation Created (AI Answers)
      summary: >-
        Fired when a conversation is created by Help Scout AI Answers.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoDeleted:
      name: convoDeleted
      title: Conversation Deleted
      summary: >-
        Fired when a conversation is deleted. Payload contains only the
        deleted conversation identifier.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/DeletedResource'
    ConvoMerged:
      name: convoMerged
      title: Conversation Merged
      summary: >-
        Fired when two conversations are merged into one.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoMoved:
      name: convoMoved
      title: Conversation Moved
      summary: >-
        Fired when a conversation is moved between Help Scout mailboxes.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoStatus:
      name: convoStatus
      title: Conversation Status Updated
      summary: >-
        Fired when a conversation's status changes, e.g. active, pending,
        closed, spam.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoTags:
      name: convoTags
      title: Conversation Tags Updated
      summary: >-
        Fired when tags on a conversation are added or removed.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoCustomFields:
      name: convoCustomFields
      title: Conversation Custom Fields Updated
      summary: >-
        Fired when custom field values on a conversation are updated.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoCustomerReplyCreated:
      name: convoCustomerReplyCreated
      title: Customer Reply Created
      summary: >-
        Fired when a customer replies to a conversation, creating a new
        customer thread.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoAgentReplyCreated:
      name: convoAgentReplyCreated
      title: Agent Reply Created
      summary: >-
        Fired when a Help Scout user (agent) replies to a conversation,
        creating a new agent thread.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    ConvoNoteCreated:
      name: convoNoteCreated
      title: Note Created
      summary: >-
        Fired when an internal note is added to a conversation.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Conversation'
    CustomerCreated:
      name: customerCreated
      title: Customer Created
      summary: >-
        Fired when a new customer record is created. Triggers globally and
        is not filterable by inbox.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Customer'
    CustomerUpdated:
      name: customerUpdated
      title: Customer Updated
      summary: >-
        Fired when a customer record is updated, including profile fields,
        emails, phones, social profiles, addresses, or properties.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Customer'
    CustomerDeleted:
      name: customerDeleted
      title: Customer Deleted
      summary: >-
        Fired when a customer record is deleted. Payload contains only the
        deleted customer identifier.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/DeletedResource'
    SatisfactionRatings:
      name: satisfactionRatings
      title: Satisfaction Rating Received
      summary: >-
        Fired when a customer submits a satisfaction rating (great, okay,
        not good) on a conversation thread.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Rating'
    BeaconChatCreated:
      name: beaconChatCreated
      title: Beacon Chat Created
      summary: >-
        Fired when a new Beacon live chat session is started by a visitor.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/BeaconChat'
    BeaconChatCustomerReplied:
      name: beaconChatCustomerReplied
      title: Beacon Chat Customer Replied
      summary: >-
        Fired when a customer sends a new message in a Beacon chat session.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/BeaconChat'
    TagCreated:
      name: tagCreated
      title: Tag Created
      summary: >-
        Fired when a new tag is created in the Help Scout account.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Tag'
    TagUpdated:
      name: tagUpdated
      title: Tag Updated
      summary: >-
        Fired when an existing tag's name or color is updated.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Tag'
    TagDeleted:
      name: tagDeleted
      title: Tag Deleted
      summary: >-
        Fired when a tag is deleted. Payload contains only the deleted
        tag identifier.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/DeletedResource'
    MessageSurveyResponseReceived:
      name: messageSurveyResponseReceived
      title: Survey Response Received
      summary: >-
        Fired when a customer submits a response to a Help Scout message
        survey.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/SurveyResponse'
    OrganizationCreated:
      name: organizationCreated
      title: Organization Created
      summary: >-
        Fired when a new organization is created in the Help Scout account.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Organization'
    OrganizationUpdated:
      name: organizationUpdated
      title: Organization Updated
      summary: >-
        Fired when an organization record is updated.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/Organization'
    OrganizationDeleted:
      name: organizationDeleted
      title: Organization Deleted
      summary: >-
        Fired when an organization is deleted. Payload contains only the
        deleted organization identifier.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/DeletedResource'
    UserStatusChanged:
      name: userStatusChanged
      title: User Status Changed
      summary: >-
        Fired when a Help Scout user's online/offline status changes.
      contentType: application/json
      traits:
        - $ref: '#/components/messageTraits/HelpScoutWebhookHeaders'
      payload:
        $ref: '#/components/schemas/UserStatus'
  schemas:
    Conversation:
      type: object
      description: >-
        Help Scout Mailbox API v2 Conversation resource as delivered in
        webhook payloads for convo.* events. Field set mirrors the
        Conversations resource of the Mailbox API.
      properties:
        id:
          type: integer
          format: int64
          description: Unique conversation identifier.
        number:
          type: integer
          description: Human-readable conversation number displayed in the UI.
        threads:
          type: integer
          description: Total number of threads on the conversation.
        type:
          type: string
          description: >-
            Type of the conversation, e.g. email, chat, phone.
        folderId:
          type: integer
          description: Identifier of the folder the conversation lives in.
        status:
          type: string
          description: >-
            Conversation status, e.g. active, pending, closed, spam.
        state:
          type: string
          description: >-
            Conversation state, e.g. published, draft, deleted.
        subject:
          type: string
          description: Conversation subject line.
        preview:
          type: string
          description: Short text preview of the most recent thread.
        mailboxId:
          type: integer
          description: Identifier of the Help Scout mailbox the conversation belongs to.
        assignee:
          type: object
          nullable: true
          description: Help Scout user currently assigned to the conversation.
          properties:
            id:
              type: integer
              format: int64
            type:
              type: string
            first:
              type: string
            last:
              type: string
            email:
              type: string
              format: email
        createdBy:
          type: object
          description: The actor that created the conversation.
          properties:
            id:
              type: integer
              format: int64
            type:
              type: string
              description: Actor type, e.g. user or customer.
            email:
              type: string
              format: email
        primaryCustomer:
          type: object
          description: Primary customer associated with the conversation.
          properties:
            id:
              type: integer
              format: int64
            type:
              type: string
            first:
              type: string
            last:
              type: string
            email:
              type: string
              format: email
        customerWaitingSince:
          type: object
          description: Information about how long the customer has been waiting.
          properties:
            time:
              type: string
              format: date-time
            friendly:
              type: string
            latestReplyFrom:
              type: string
        source:
          type: object
          description: Source of the conversation.
          properties:
            type:
              type: string
            via:
              type: string
        tags:
          type: array
          description: Tags applied to the conversation.
          items:
            type: object
            properties:
              id:
                type: integer
                format: int64
              tag:
                type: string
              color:
                type: string
        cc:
          type: array
          description: Email addresses on the CC list.
          items:
            type: string
            format: email
        bcc:
          type: array
          description: Email addresses on the BCC list.
          items:
            type: string
            format: email
        customFields:
          type: array
          description: Custom field values applied to the conversation.
          items:
            type: object
            properties:
              id:
                type: integer
              name:
                type: string
              value:
                type: string
              text:
                type: string
        createdAt:
          type: string
          format: date-time
          description: Timestamp the conversation was created.
        userUpdatedAt:
          type: string
          format: date-time
          description: Timestamp the conversation was last updated by a user.
        closedAt:
          type: string
          format: date-time
          nullable: true
          description: Timestamp the conversation was closed.
        closedBy:
          type: integer
          format: int64
          nullable: true
          description: Identifier of the user that closed the conversation.
        _embedded:
          type: object
          description: >-
            Embedded resources such as threads attached to the conversation
            for convo.customer.reply.created, convo.agent.reply.created, and
            convo.note.created events.
          additionalProperties: true
        _links:
          type: object
          description: HATEOAS hypermedia links for the conversation resource.
          additionalProperties: true
    Customer:
      type: object
      description: >-
        Help Scout Mailbox API v2 Customer resource as delivered in webhook
        payloads for customer.created and customer.updated events.
      properties:
        id:
          type: integer
          format: int64
          description: Unique customer identifier.
        firstName:
          type: string
          description: Customer first name.
        lastName:
          type: string
          description: Customer last name.
        gender:
          type: string
          nullable: true
          description: Customer gender.
        jobTitle:
          type: string
          nullable: true
          description: Customer job title.
        location:
          type: string
          nullable: true
          description: Customer location string.
        organization:
          type: string
          nullable: true
          description: Customer organization name.
        photoUrl:
          type: string
          format: uri
          nullable: true
          description: URL of the customer photo.
        photoType:
          type: string
          nullable: true
          description: Source type of the customer photo.
        background:
          type: string
          nullable: true
          description: Background notes about the customer.
        age:
          type: string
          nullable: true
          description: Customer age range.
        emails:
          type: array
          description: Email addresses associated with the customer.
          items:
            type: object
            properties:
              id:
                type: integer
                format: int64
              value:
                type: string
                format: email
              type:
                type: string
        phones:
          type: array
          description: Phone numbers associated with the customer.
          items:
            type: object
            properties:
              id:
                type: integer
                format: int64
              value:
                type: string
              type:
                type: string
        chats:
          type: array
          description: Chat handles associated with the customer.
          items:
            type: object
            properties:
              id:
                type: integer
                format: int64
              value:
                type: string
              type:
                type: string
        socialProfiles:
          type: array
          description: Social profiles associated with the customer.
          items:
            type: object
            properties:
              id:
                type: integer
                format: int64
              value:
                type: string
              type:
                type: string
        websites:
          type: array
          description: Websites associated with the customer.
          items:
            type: object
            properties:
              id:
                type: integer
                format: int64
              value:
                type: string
                format: uri
        address:
          type: object
          nullable: true
          description: Customer mailing address.
          properties:
            id:
              type: integer
              format: int64
            lines:
              type: array
              items:
                type: string
            city:
              type: string
            state:
              type: string
            postalCode:
              type: string
            country:
              type: string
            createdAt:
              type: string
              format: date-time
            modifiedAt:
              type: string
              format: date-time
        properties:
          type: object
          description: Custom customer properties keyed by slug.
          additionalProperties: true
        createdAt:
          type: string
          format: date-time
          description: Timestamp the customer was created.
        updatedAt:
          type: string
          format: date-time
          description: Timestamp the customer was last updated.
        _links:
          type: object
          description: HATEOAS hypermedia links for the customer resource.
          additionalProperties: true
    Rating:
      type: object
      description: >-
        Help Scout Mailbox API v2 Rating resource as delivered in webhook
        payloads for satisfaction.ratings events.
      properties:
        id:
          type: integer
          format: int64
          description: Unique rating identifier.
        rating:
          type: string
          description: >-
            Rating value, e.g. Great, Okay, Not Good.
        comments:
          type: string
          nullable: true
          description: Optional customer comments accompanying the rating.
        customerId:
          type: integer
          format: int64
          description: Identifier of the customer that submitted the rating.
        customerName:
          type: string
          description: Display name of the rating customer.
        conversationId:
          type: integer
          format: int64
          description: Identifier of the conversation that was rated.
        conversationNumber:
          type: integer
          description: Human-readable conversation number that was rated.
        conversationSubject:
          type: string
          description: Subject line of the rated conversation.
        threadId:
          type: integer
          format: int64
          description: Identifier of the thread that was rated.
        mailboxId:
          type: integer
          format: int64
          description: Identifier of the mailbox containing the rated conversation.
        userId:
          type: integer
          format: int64
          description: >-
            Identifier of the Help Scout user (agent) whose response was
            rated.
        userName:
          type: string
          description: Display name of the rated user.
        createdAt:
          type: string
          format: date-time
          description: Timestamp the rating was submitted.
        modifiedAt:
          type: string
          format: date-time
          description: Timestamp the rating was last modified.
        _links:
          type: object
          description: HATEOAS hypermedia links for the rating resource.
          additionalProperties: true
    BeaconChat:
      type: object
      description: >-
        Beacon live chat session payload delivered for beacon.chat.created
        and beacon.chat.customer.replied events.
      properties:
        id:
          type: string
          description: Unique Beacon chat identifier.
        beaconId:
          type: string
          description: Identifier of the Beacon configuration.
        mailboxId:
          type: integer
          format: int64
          description: Identifier of the Help Scout mailbox handling the chat.
        customer:
          type: object
          description: Customer participating in the chat.
          properties:
            id:
              type: integer
              format: int64
            email:
              type: string
              format: email
            firstName:
              type: string
            lastName:
              type: string
        message:
          type: object
          description: Latest message in the chat session.
          properties:
            id:
              type: string
            body:
              type: string
            createdAt:
              type: string
              format: date-time
        status:
          type: string
          description: Chat session status.
        createdAt:
          type: string
          format: date-time
          description: Timestamp the chat session was created.
        updatedAt:
          type: string
          format: date-time
          description: Timestamp the chat session was last updated.
    Tag:
      type: object
      description: >-
        Help Scout Mailbox API v2 Tag resource delivered for tag.created
        and tag.updated events.
      properties:
        id:
          type: integer
          format: int64
          description: Unique tag identifier.
        slug:
          type: string
          description: Lowercase slug for the tag.
        name:
          type: string
          description: Display name of the tag.
        color:
          type: string
          description: Tag color hex value.
        ticketCount:
          type: integer
          description: Number of conversations the tag is applied to.
        createdAt:
          type: string
          format: date-time
          description: Timestamp the tag was created.
        modifiedAt:
          type: string
          format: date-time
          description: Timestamp the tag was last modified.
        _links:
          type: object
          description: HATEOAS hypermedia links for the tag resource.
          additionalProperties: true
    SurveyResponse:
      type: object
      description: >-
        Survey response payload delivered for the message.survey.response.received
        event. Fields reflect the message survey product and the responding
        customer.
      properties:
        id:
          type: string
          description: Unique survey response identifier.
        surveyId:
          type: string
          description: Identifier of the survey that received the response.
        surveyName:
          type: string
          description: Display name of the survey.
        customer:
          type: object
          description: Customer that submitted the survey response.
          properties:
            id:
              type: integer
              format: int64
            email:
              type: string
              format: email
            firstName:
              type: string
            lastName:
              type: string
        responses:
          type: array
          description: Individual question responses on the survey.
          items:
            type: object
            properties:
              questionId:
                type: string
              question:
                type: string
              answer:
                type: string
        createdAt:
          type: string
          format: date-time
          description: Timestamp the response was submitted.
    Organization:
      type: object
      description: >-
        Organization resource delivered for organization.created and
        organization.updated events.
      properties:
        id:
          type: integer
          format: int64
          description: Unique organization identifier.
        name:
          type: string
          description: Display name of the organization.
        domain:
          type: string
          nullable: true
          description: Primary domain associated with the organization.
        notes:
          type: string
          nullable: true
          description: Free-form notes attached to the organization.
        createdAt:
          type: string
          format: date-time
          description: Timestamp the organization was created.
        updatedAt:
          type: string
          format: date-time
          description: Timestamp the organization was last updated.
    UserStatus:
      type: object
      description: >-
        Payload delivered for user.status.changed events when a Help Scout
        user goes online or offline.
      properties:
        id:
          type: integer
          format: int64
          description: Unique Help Scout user identifier.
        firstName:
          type: string
          description: User firs

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