Webhooks allow you to receive real-time HTTP notifications when specific events occur in your Libredesk instance. This enables you to integrate Libredesk with external systems and automate workflows based on conversation and message events.

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Overview

When a configured event occurs in Libredesk, an HTTP POST request is sent to the webhook URL you specify. The request contains a JSON payload with event details and relevant data.

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Configuration

1

Navigate to webhooks

Go to Admin → Integrations → Webhooks in your Libredesk dashboard
2

Create webhook

Click Create Webhook and configure:
  • Name: A descriptive name for your webhook
  • URL: The endpoint URL where webhook payloads will be sent
  • Events: Select which events you want to subscribe to
  • Secret: Optional secret key for signature verification
  • Status: Enable or disable the webhook
3

Test webhook

Use the test button to send a sample payload to verify your endpoint is working

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Security

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Signature Verification

If you provide a secret key, webhook payloads will be signed using HMAC-SHA256. The signature is included in the X-Signature-256 header in the format sha256=<signature>. 
import hmac
import hashlib

def verify_signature(payload, signature, secret):
    expected_signature = hmac.new(
        secret.encode('utf-8'),
        payload,
        hashlib.sha256
    ).hexdigest()
    return hmac.compare_digest(f"sha256={expected_signature}", signature)

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Headers

Each webhook request includes the following headers:
HeaderDescription
Content-TypeAlways application/json
User-AgentLibredesk-Webhook/<version>
X-Signature-256HMAC signature (if secret is configured)

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Available Events

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Conversation Events

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Message Events

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Delivery and Retries

Webhook Delivery Behavior:
  • Webhooks requests timeout can be configured in the config.toml file
  • Failed deliveries are not automatically retried
  • Webhook delivery runs in a background worker pool for better performance
  • If the webhook queue is full (configurable in config.toml), new events may be dropped

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Testing Webhooks

You can test your webhook configuration using these tools:

Webhook.site

Generate a temporary URL to inspect webhook payloads

ngrok

Expose your local development server to receive webhooks

RequestBin

Collect and inspect HTTP requests

Postman

Create mock servers to test webhook payloads

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Best Practices

Do:
  • Always verify webhook signatures in production
  • Respond quickly (< 5 seconds) to webhook requests
  • Process webhooks asynchronously in your application
  • Implement idempotency to handle duplicate events
  • Log all webhook events for debugging
Don’t:
  • Perform long-running operations in your webhook handler
  • Expose sensitive data in webhook URLs
  • Rely solely on webhooks for critical data (implement polling as backup)
  • Ignore webhook failures without logging

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Example Integration

Here’s a simple Express.js server that receives and processes Libredesk webhooks: 
const express = require('express');
const crypto = require('crypto');
const app = express();

// Middleware to capture raw body for signature verification
app.use(express.raw({ type: 'application/json' }));

app.post('/webhook', (req, res) => {
    const signature = req.headers['x-signature-256'];
    const secret = process.env.WEBHOOK_SECRET;
    
    // Verify signature
    if (secret && !verifySignature(req.body, signature, secret)) {
        return res.status(401).send('Invalid signature');
    }
    
    const event = JSON.parse(req.body);
    
    // Process event asynchronously
    setImmediate(() => {
        processWebhookEvent(event);
    });
    
    // Respond immediately
    res.status(200).send('OK');
});

function processWebhookEvent(event) {
    console.log(`Received event: ${event.event}`);
    
    switch(event.event) {
        case 'conversation.created':
            // Handle new conversation
            break;
        case 'message.created':
            // Handle new message
            break;
        // Add more cases as needed
    }
}

app.listen(3000, () => {
    console.log('Webhook server listening on port 3000');
});