Communications Webhook

The Communications webhook provides updates whenever an interaction occurs between CollectWise and a debtor. This includes inbound and outbound SMS or email messages, as well as notifications when a phone call has taken place. Note that phone call events do not specify whether the call was inbound or outbound. The webhook also includes the total number of SMS, emails, or phone communications sent to date.

Webhook Notification

The webhook sends a payload containing the details of the communication, including the debtor ID, type of communication, and timestamp. Note: Phone call events do not include a direction attribute.

Example Payloads

SMS Example:

{
  "event": "communication",
  "debtorId": "123456",
  "communication": {
    "type": "sms",
    "direction": "outbound",
    "timestamp": "2024-10-31T14:30:00Z"
  },
  "totalCommunications": {
    "sms": 15,
    "email": 8,
    "phone": 3
  }
}

Call Example:

{
  "event": "communication",
  "debtorId": "123456",
  "communication": {
    "type": "phone",
    "timestamp": "2024-10-31T15:45:00Z"
  },
  "totalCommunications": {
    "sms": 15,
    "email": 8,
    "phone": 3
  }
}

Inbound SMS Replies

When a consumer replies to a text you sent through the Texting endpoints, the communication object also carries the message itself and identifies which of your sends it answers. Here debtorId is the reference you supplied when sending. Inbound Reply Example:

{
  "event": "communication",
  "debtorId": "your-reference-number",
  "communication": {
    "type": "sms",
    "direction": "inbound",
    "messageId": "4d1a0b7c-9e2f-4c31-8a77-2b6f0d1e5c44",
    "inReplyTo": "1b1f0a9e-6f4e-4f4b-9a2e-1f2d3c4b5a69",
    "conversationId": "conv_087b83bb525d4fceaaa01a4234b6b012",
    "from": "+13313048434",
    "to": "55555",
    "message": "when is my payment due",
    "mediaUrls": null,
    "timestamp": "2026-08-17T12:00:00.000Z"
  }
}

message is the reply text and from is the consumer’s number. messageId identifies this reply, and inReplyTo is the messageId that Send a Text returned for the message being answered. mediaUrls is only populated for MMS. Note: inReplyTo is null when the reply cannot be matched to one of your sends, such as a consumer texting in cold or a conversation idle more than 7 days. debtorId is “UNKNOWN” if the number has no send on record. Inbound reply events do not include totalCommunications.

Delivery

Respond 2xx. A failed delivery is retried up to 3 times, so the same event may arrive more than once. Use communication.messageId to de-duplicate. To recover inbound replies missed while your endpoint was down, use List Text Messages with the since parameter. Each request is signed with an X-CollectWise-Signature header so you can confirm it came from us. We provide the signing secret and verification details when we set up your endpoint. Send us your endpoint to configure this webhook for your integration.

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Debtors

Debtor Status

Webhooks

Payments

Communications

Texting

Billing

Workflow

Communications Webhook