> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations

> Calls, chats and threads being assigned, completed, given an outcome and deleted.

## Overview

A conversation is a call, a chat or a thread. Four triggers follow it:
`conversation.assigned` when it is given an owner, `conversation.completed` when
it reaches the `completed` status, `conversation.outcome_set` when somebody
dispositions it, and `conversation.deleted` when it is removed.

A chat from the website widget and an email thread that has become a
conversation are covered too, so these events arrive for them with `sourceType`
set to `widget` or `email`, alongside the [widget](/dev/webhooks/events/widget)
and [email](/dev/webhooks/events/email) events.

Outcomes are workspace-defined rows, not a fixed enumeration, so the values that
arrive are whatever that workspace has configured. Treat the field as an opaque
string and resolve it against the workspace's own list rather than switching on
a set you hardcoded.

`not_needed` is the one value worth knowing by name. It is the seeded outcome
meaning *this conversation warranted no disposition*, and it is a recorded
answer rather than an absent one.

Nothing fires when a conversation is created or reopened. Closing one starts
Custral's analysis of it, and `conversation.completed` arrives when that analysis
finishes with nothing waiting for review.

## Related documentation

<CardGroup cols={2}>
  <Card title="Stages & rules" icon="diagram-project" href="/comms/conversations/stages">
    Where a workspace defines the outcomes these payloads carry.
  </Card>

  <Card title="Conversations API" icon="comments" href="/dev/api-reference/conversations">
    Reading the same conversations over the API.
  </Card>
</CardGroup>

## Triggers

<CardGroup cols={1}>
  <Card title="conversation.assigned" icon="user-plus" href="/dev/webhooks/events/conversation-assigned">
    A conversation was given an owner, with who held it before.
  </Card>

  <Card title="conversation.completed" icon="check-double" href="/dev/webhooks/events/conversation-completed">
    A conversation reached the completed status, by hand or when its analysis
    finished.
  </Card>

  <Card title="conversation.deleted" icon="trash-can" href="/dev/webhooks/events/conversation-deleted">
    A conversation was deleted. Carries its id and channel only.
  </Card>

  <Card title="conversation.outcome_set" icon="phone-arrow-down-left" href="/dev/webhooks/events/conversation-outcome-set">
    A conversation was given an outcome, with the one it replaced.
  </Card>
</CardGroup>


## Related topics

- [Conversations](/data/conversations/overview.md)
- [Conversation](/data/properties/select/conversation.md)
- [conversation.completed](/dev/webhooks/events/conversation-completed.md)
- [conversation.assigned](/dev/webhooks/events/conversation-assigned.md)
- [conversation.deleted](/dev/webhooks/events/conversation-deleted.md)