---
title: "Thread Events"
description: "Get the finished SMS and WhatsApp conversation, including transcript, outcome, evaluations, and follow-up history."
publishedAt: "2026-08-22"
modifiedAt: "2026-08-22"
category: "Reference"
tags: "Voicetta, thread.completed, SMS, WhatsApp, evaluations, close_reason, webhook"
navOrder: "34"
canonical: "https://voicetta.com/developers/thread-events"
---

# Thread Events

A `thread.completed` event represents a finished SMS or WhatsApp conversation.

Messages tell you what happened during the conversation.

The thread tells you how the conversation ended.

It can contain:

* the transcript
* summary
* intent
* outcome
* sentiment
* evaluation results
* follow-ups
* cost information

## When it fires

A thread is not completed when the last message arrives.

Voicetta waits for the conversation to become inactive before grading it.

The default inactivity period is 30 minutes.

If a recovery follow-up is needed, the conversation can stay open longer.

Expect `thread.completed` roughly 30 minutes after the conversation goes quiet, unless a follow-up extends it.

If you need the live conversation, use message events.

## Payload

```json
{
  "event": "thread.completed",
  "event_id": "c82fa013-5b7d-4029-8e4f-8d3c6b5f9a42",
  "version": 1,
  "occurred_at": "2026-08-20T14:45:00+00:00",
  "thread": {
    "thread_id": "c82fa013-5b7d-4029-8e4f-8d3c6b5f9a42",
    "workspace_id": "2a1f8e7d-4c3b-4a29-9f18-6d5e4c3b2a19",
    "assistant_id": "7c6b5a49-3e2d-4c1b-8a97-5f4e3d2c1b09",
    "assistant_name": "Front Desk",
    "channel": "whatsapp",
    "close_reason": "graded",
    "message_count": 6,
    "started_at": "2026-08-20T14:12:00+00:00",
    "last_message_at": "2026-08-20T14:19:00+00:00",
    "completed_at": "2026-08-20T14:45:00+00:00",
    "anchor_message_id": "b71e9d02-4a6c-4f18-9d3e-7c2b5a4e8f31",

    "customer": {
      "customer_id": "5d4c3b2a-1f09-4e8d-7c6b-5a493e2d1c0b",
      "name": "Jane Texter",
      "phone": "+15551234567"
    },

    "transcript": [
      {
        "role": "user",
        "content": "Do you have a room free on Friday?"
      },
      {
        "role": "assistant",
        "content": "Yes, we have a double available."
      }
    ],

    "analysis": {
      "summary": "Customer asked about Friday availability and held a double room.",
      "intent": "booking_enquiry",
      "outcome": "booked",
      "sentiment": "positive"
    },

    "evaluations": [
      {
        "evaluation_id": "3e2d1c0b-5a49-4f8e-9d7c-6b5a493e2d1c",
        "title": "Offered a booking reference",
        "result": "pass",
        "initial_result": "fail",
        "rationale": "The reference was given after the follow-up.",
        "recovered": true
      }
    ],

    "costs": {
      "currency": "USD",
      "total": "0.0300",
      "charged_message_count": 3
    },

    "follow_ups": [
      {
        "status": "sent",
        "channel": "whatsapp",
        "sent_at": "2026-08-20T14:40:00+00:00"
      }
    ]
  }
}
```

## Reading the fields

* `thread_id` is the conversation id.
* `thread_id` is also present on message events.
* `anchor_message_id` identifies the message associated with the grading.
* `completed_at` is when grading finished.
* `last_message_at` is when the conversation went quiet.
* `message_count` is the number of messages in the transcript.
* `evaluations[].recovered` tells you whether a failed criterion was fixed by a follow-up.

## Costs

`costs.total` is an indicative value based on message usage.

It is not the amount charged on your invoice.

Use your invoice for billing.

## `close_reason`

Always read `close_reason`.

Not every completed thread has evaluation results.

| Reason | Meaning | Graded? |
|---|---|---|
| `graded` | Normal completed conversation | Yes |
| `no_reply_after_follow_up` | Recovery follow-up was not answered | Yes |
| `customer_opted_out` | Customer opted out | Partly |
| `no_enabled_evaluations` | No evaluations were enabled | No |
| `empty_transcript` | Nothing could be graded | No |
| `grading_failed` | Grading failed | No |
| `follow_up_failed` | Recovery follow-up failed | No |
| `follow_up_daily_cap` | Daily follow-up limit was reached | No |
| `follow_up_no_criteria` | Nothing needed recovery | Partly |
| `follow_up_no_customer_phone` | No phone number was available | No |
| `follow_up_missing_openai_key` | Follow-up generation was not configured | No |
| `follow_up_send_ambiguous` | Follow-up delivery could not be confirmed | No |
| `follow_up_skipped:<reason>` | Follow-up was skipped | No |

Do not treat every thread as graded.

For quality reporting, use `graded` and `no_reply_after_follow_up` as your graded population.

Treat the other close reasons as not graded.

## Why ungraded threads are still delivered

A conversation happened even if grading failed.

We still send it.

That gives your product a complete picture of communication instead of silently hiding conversations because evaluation did not run.

## What threads do not contain

Threads do not contain:

* recordings
* voice latency
* voice configuration
* `is_test`

Those fields only apply to voice calls.

## Reading threads through the API

```text
GET /v1/threads
```

You can filter by date, assistant, channel, and `close_reason`.

Use:

```text
close_reason=graded
```

when you only want conversations that produced evaluation results.

## Related pages

* [Message Events](/developers/message-events)
* [Webhook Reference](/developers/webhooks)
* [Read API Reference](/developers/api-reference)
* [Overview](/developers/overview)