# conversation.status_changed (/webhooks/events/conversation-status-changed)

Fires when a conversation's status transitions — for example from `Open` to `Pending`, or when a conversation is resolved. Status changes made by Zoona (SparrowDesk's AI agent) surface through this event too, so you can track AI resolutions and escalations without a separate event family.

The payload carries the full current conversation object with its new `status`.

{/* TODO: The PRD specifies from/to/actor fields on this event, but the sample payload from engineering carries only the conversation object. Verify the final shape before publishing. */}

For the envelope fields, see [The webhook request](/webhooks#the-webhook-request).

## Example payload

```json
{
  "id": "evt_019f419f2fdf7841b1ab739f0e6a9e1a",
  "eventType": "conversation.status_changed",
  "timestamp": "2026-07-08T12:06:19.906Z",
  "accountId": "1001",
  "payload": {
    "conversation": {
      "id": "18",
      "brand": "Acme Support",
      "brand_id": 5182,
      "source": "Call",
      "status": "Pending",
      "priority": "Urgent",
      "created_at": 1783511746,
      "first_response_time": 1783512094,
      "resolution_time": null,
      "due": null,
      "first_response_due": null,
      "requested_by_email": "jordan@example.com",
      "requested_by_phone": null,
      "requested_by_id": 4254695,
      "assigned_to_member_id": 8544,
      "assigned_to_team_id": null,
      "last_updated_at": 1783512379,
      "subject": "API rate limit hit unexpectedly",
      "description_html": "<p>I'm seeing \"API rate limit exceeded\" errors occasionally. Please look into it.</p>",
      "description_text": "I'm seeing \"API rate limit exceeded\" errors occasionally. Please look into it.",
      "tags": [],
      "custom_fields": [],
      "csat": {
        "score": null,
        "sentiment": null,
        "feedback": null,
        "scale": null
      },
      "properties": null
    }
  },
  "webhookMetadata": {
    "webhookTargetId": "41",
    "deliveryAttemptId": "019f419f320270e4addc347de5088e66",
    "deliveryAttemptNumber": 1
  }
}
```

## Payload fields

| Field          | Type   | Description                                                                                                                                                                                        |
| -------------- | ------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversation` | object | The full current conversation object, with `status` reflecting the new status. See the field reference on [`conversation.created`](/webhooks/events/conversation-created#the-conversation-object). |

## Related events

* [`conversation.updated`](/webhooks/events/conversation-updated) — fires on other field changes
* [`conversation.created`](/webhooks/events/conversation-created) — a new conversation is created