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Webhooks — outbound event delivery

What shipped​

Webhooks let you receive ticket events at your own HTTPS endpoint instead of polling for them. Register an endpoint, pick the events you care about, and Yellow.ai POSTs a JSON payload each time one of them occurs — with automatic retries, per-endpoint health tracking, and a searchable delivery log.

Find it under Integrations → Webhooks.

Who it's for​

Developers and integration engineers connecting Yellow.ai ticketing to an external system — a CRM, a helpdesk, a data warehouse, or an internal service that needs to react when a ticket changes.

How to use​

  1. Go to Integrations → Webhooks and select Create endpoint.
  2. Give it a name and the HTTPS URL to deliver to.
  3. Choose an authentication type and, if applicable, the credential to send. See Current limitations below before choosing anything other than signature or none.
  4. Select the events to subscribe to. Only events the platform actually emits are listed — 12 across four categories (ticket lifecycle, status transitions, assignment, and metadata).
  5. Optionally adjust the request timeout (3–30s) and retry attempts (0–60).
  6. Use Send test event to POST a sample payload and confirm your endpoint accepts it.
  7. Save. Delivery activity appears under Delivery Logs, and endpoint health under Health.

You can register up to 5 endpoints per agent.

How delivery works​

  • Success is decided on the response body, not the HTTP status. If your response contains a resultInfo object, resultStatus: "S" means delivered and "F" means failed. A 2xx with no resultInfo is treated as delivered.
  • Retries use exponential backoff, capped at 1 hour between attempts, for up to 48 hours from the first failure. A 429 is honoured — send Retry-After and we will wait.
  • Every event carries a reqMsgId. It is stable across retries, so use it as an idempotency key: a delivery can arrive more than once.
  • Order is not guaranteed. Order events yourself using occurredAt.
  • An endpoint that fails continuously for 48 hours is disabled automatically. To bring it back, fix the endpoint and use Send test event — a successful test re-enables it. There is no automatic recovery.
  • Delivery logs are retained for 30 days.

Current limitations​

  • Payload signing is not available yet. Each request carries a signature field, but in this release it holds a placeholder value and there is no public key to verify it against. Do not treat it as an authenticity check. Restrict access to your endpoint by other means (network allow-listing, or an auth credential) until signing ships.
  • Transport credentials are not attached yet. The bearer, basic and api_key types can be configured, but the credential is not yet sent with the request. Use signature or none for now.
  • Delivery must be enabled for your agent. Event emission is off by default. An endpoint can be saved and shown as enabled while receiving nothing — if a correctly configured endpoint sees no traffic, contact support to have emission turned on.
  • The request headers and payload panels in the delivery detail view are not populated in this release.

Screenshots​