Support

Frequently asked questions

1Key points

Get to know us better

2Mail characteristics

Details of our production

3Sending process

How orders are processed

4Minimum requirements and data usage

Compliant with the LGPD

5Adding credits to my account

Step-by-step guide to adding credits to your account

6Creating an account and placing new orders

Create an account and send letters

7Registered WhatsApp

Sending messages via official WhatsApp with legal validity

8Registered Email

Sending email with legal validity and an ICP-Brasil timestamp

Webhooks

Overview

How webhooks work and how to configure them in your account.

Webhooks let Escrybe notify your application in real time when events occur in your orders. Instead of polling our API periodically, you register a URL and we start sending a POST with JSON whenever a relevant event happens.

Configure your webhooks under Options → Webhooks. Each webhook can subscribe to one or more event types and, optionally, have a secret for signature validation.

Headers sent with every request

Header	Value
`Content-Type`	`application/json`
`User-Agent`	`Escrybe-Webhooks/1.0`
`X-Webhook-Event`	Event type (e.g. `order.created`)
`X-Webhook-Delivery`	Unique delivery ID
`X-Webhook-Timestamp`	Send time (server)
`X-Webhook-Signature`	`sha256=<hmac>` — only if a secret is configured

The signature is computed with HMAC-SHA256 over the full JSON body using the secret you defined when creating the webhook. Your application must respond with HTTP 2xx to confirm receipt — otherwise the delivery will be retried with exponential backoff (5, 10, 20 min) up to 3 attempts.

Available events

Fired when a new order is created. Available for letters and registered emails.

order.created

Letter

{
  "event": "order.created",
  "timestamp": "2026-03-31 12:00:00",
  "webhook_id": 42,
  "delivery_id": 99,
  "data": {
    "id": "XXXX",
    "type": "letter",
    "status": 0,
    "shipType": "...",
    "numPages": 1,
    "value": 12.50,
    "created_at": "2026-03-31 10:00:00",
    "paymentMethod": "...",
    "recipient": {
      "name": "...", "addr1": "...", "addr2": "...",
      "city": "...", "state": "...", "zip": "...", "country": "..."
    },
    "sender": {
      "name_sender": "...", "addr1_sender": "...", "addr2_sender": "...",
      "city_sender": "...", "state_sender": "...", "zip_sender": "...", "country_sender": "..."
    }
  }
}

Registered email

{
  "event": "order.created",
  "timestamp": "2026-03-31 12:00:00",
  "webhook_id": 42,
  "delivery_id": 99,
  "data": {
    "id": "EXXXX",
    "type": "email",
    "status": 0,
    "recipient": { "name": "...", "email": "..." },
    "sender": {
      "name_sender": "...",
      "email_sender": "[email protected]",
      "email_replyTo": "[email protected]"
    },
    "subject": "...",
    "value": 5.00,
    "created_at": "2026-03-31 10:00:00",
    "paymentMethod": "..."
  }
}

Fired when an order's status changes. Available for letters and registered emails.

Status codes for letters/telegrams

Status	Meaning
`0`	Processing
`1`	In production
`2`	Insufficient credits
`3`	Printed
`4`	Sent
`5`	Cancelled

Status codes for registered emails

Status	Meaning
`0`	Processing
`1`	Awaiting send
`2`	Insufficient credits
`3`	Sent
`4`	Cancelled
`5`	Failed

order.status_updated

Letter

{
  "event": "order.status_updated",
  "timestamp": "2026-03-31 12:00:00",
  "webhook_id": 42,
  "delivery_id": 99,
  "data": {
    "id": "XXXX",
    "type": "letter",
    "status": { "old": 0, "new": 1 },
    "updated_at": "2026-03-31 11:00:00",
    "tracking": "AA123456789BR"
  }
}

Registered email

{
  "event": "order.status_updated",
  "timestamp": "2026-03-31 12:00:00",
  "webhook_id": 42,
  "delivery_id": 99,
  "data": {
    "id": "EXXXX",
    "type": "email",
    "status": { "old": 0, "new": 1 },
    "updated_at": "2026-03-31 11:00:00",
    "opened": false,
    "date_opened": null
  }
}

Fired when there is a Correios tracking update. Available for letters only.

The event_detail_type field indicates what changed:

new_tracking_code — tracking code assigned
new_tracking_record — new tracking event

tracking.updated

{
  "event": "tracking.updated",
  "event_detail_type": "new_tracking_record",
  "timestamp": "2026-03-31 12:00:00",
  "webhook_id": 42,
  "delivery_id": 99,
  "data": {
    "id": "XXXX",
    "type": "letter",
    "tracking_code": "AA123456789BR",
    "tracking_records": [ { "...": "objeto de evento Correios" } ],
    "status_delivery": "...",
    "updated_at": "2026-03-31 11:30:00"
  }
}

Fired when a Return Receipt (AR/RR) is added to a letter. Available for letters only.

The rr_type field indicates the file source:

rr_electronic — obtained automatically via the Correios API
rr — scanned and inserted manually

The file.base64 field contains the file (PDF or image) encoded in Base64.

rr.created

{
  "event": "rr.created",
  "timestamp": "2026-03-31 12:00:00",
  "webhook_id": 42,
  "delivery_id": 99,
  "data": {
    "id": "XXXX",
    "type": "letter",
    "rr_type": "rr_electronic",
    "tracking_code": "AA123456789BR",
    "file": {
      "name": "XXXX_AR.pdf",
      "base64": "<base64>"
    }
  }
}

Contact

Questions, problems and suggestions

If you have a suggestion for a new feature, send us an email with your idea!

If you run into a problem using the platform that wasn't resolved on this support page, get in touch by email at [email protected] or on WhatsApp at (14) 3418-0638