How to send chat transcripts via webhooks

The instructions below are for desktops and laptops only.

With webhooks, you can send complete chat transcripts from tawk.to directly to your own app, CRM, or database. Once a visitor leaves the conversation — usually after about 3 minutes of no activity — a transcript is generated and sent to your chosen endpoint. This makes it easy to archive chats, trigger follow-up actions, or feed data into your existing workflows.

2. Select the correct property.

3. Click Administration in the top menu.

4. In the left menu, click Webhooks under Settings.

5. Click Create Webhook.
Note: You can have up to 10 webhooks per property.

6. Enter a clear, descriptive Name.

7. Enter the Endpoint URL of the service that will receive the data. The URL must support HTTPS and accept JSON POST requests.

8. Choose the New Chat Transcript event. This ensures transcripts are sent once a session ends.

A transcript of the entire conversation is sent after 3 minutes of inactivity.
Here’s a sample of the data:

9. Review your settings and click Save.

Note: tawk.to sends a JSON payload when this event fires. For full details, see the Developer Portal webhook documentation.

To learn about converting JSON files, see this guide: How do I convert JSON files?

Once you’ve created webhooks, you may need to update or remove them as your setup changes. Here’s how:

1. To enable/disable a webhook, toggle the switch at the top right for the respective webhook.
   
   

2. To edit a webhook, click the pencil (edit) icon. Update the name, endpoint, or events as needed, then save your changes.

1. To delete a webhook, click the trash (delete) icon. This removes the webhook and stops all future data deliveries to that endpoint.

Tip: Keep your webhook list tidy by removing endpoints you no longer use. This helps prevent unnecessary data transfers and keeps your integrations secure.

• Check the payload
  The transcript payload includes details about the chat, visitor, and message history. Review the Developer Portal webhook documentation to see the structure and plan how your system should process the data.
  
  

• Keep it secure
  tawk.to signs each webhook with an HMAC-SHA1 signature. Use the X-Tawk-Signature header and your webhook secret to confirm the request is genuine.
  
  

• Plan for retries
  If your endpoint doesn’t respond in time (30 seconds) or returns an error, tawk.to will retry for up to 12 hours. Make sure your system can handle duplicate requests safely.
  
  

• Handle attachments
  Some chats include files. The webhook provides metadata and URLs for attachments. Decide whether you’ll fetch and store these.
  
  

• Think about privacy
  Transcripts can contain personal information. Store and use them responsibly to stay compliant with data protection rules.
  
  

• Test before going live
  Run a few test chats and confirm the transcripts arrive as expected. This helps you spot issues before sending data to your live systems.

Creating and Managing Webhooks
tawk.to Developer Portal: Webhooks
How do I convert JSON files?
Viewing, deleting and exporting your chat history
Exporting messages
Adjusting mail notifications

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