Outgoing webhooks

Outgoing webhooks allows you to subscribe to certain events in the conversation. This is useful if you would like to add triggers on your side based on things happening in the conversation. It's also useful if you would like to keep track of conversations in real time.

Head to the webhook page in the integration section on the left sided menu and click on add and then click on outgoing as a type. Once you have done so you have to select the topics that you would like to subscribe to.

Overview

Topic	Description
chat.create	when the chat is created
chat.update	when the chat is updated
chat.data.update	when the conversations property in the session is updated
chat.user.update	when the chat user entity is updated
chat.user.message	subset of chat.message holds just the user’s messages
chat.bot.message	subset of chat.message holds just the bot’s messages
chat.agent.message	subset of chat.message holds just the agent’s messages
chat.system.message	subset of chat.message holds just the system’s messages
chat.message	handles all messages sent in the chat
chat.scenario.run	when a scenario is executed
chat.status.change	subset of chat.update holds just the status update
chat.close	when the chat is closed, sends the whole chat transcript

Details

chat.create

Example:

{
    "topic": "chat.create",
    "botId": "<BOT_ID>",
    "data": {
      "id": "<CHAT_ID>",
      "type": "web",
      "status": "ongoing",
      "user": { "first_name": "Identical", "last_name": "Goat" }
    },
    "context": {
      "company_id": "",
      "user_id": "",
      "impersonated_user_id": "",
      "request_id": "<REQUEST_ID>"
    },
    "requestId": "<REQUEST_ID>",
    "timestamp": 1672531200000
  }

chat.update

Example:

{
    "topic": "chat.update",
    "botId": "<BOT_ID>",
    "chat": {
      "id": "<CHAT_ID>",
      "botId": "<BOT_ID>",
      "companyId": "<COMPANY_ID>",
      "name": "Name Goat",
      "integration_type": "web",
      "scenario": null,
      "type": "close_chat",
      "status": "ongoing",
      "statusTimestamp": "1672531200.427187915",
      "chatUserId": "<CHAT_USER_ID>",
      "handled_by": "bot",
      "handledByAgentTimestamp": null,
      "transfer_data": {},
      "userId": null,
      "last_message": "1672531200.085565643",
      "new_messages": false,
      "scenarios_in_progress": [],
      "successful_scenarios": {},
      "language": "sv",
      "nps": null,
      "rating": null,
      "transferSkillId": null,
      "participants": [],
      "agents": [],
      "createdAt": "2023-01-01T07:34:43.000Z",
      "updatedAt": "2023-01-01T07:36:11+00:00",
      "chat_user": {
        "id": "<CHAT_USER_ID>",
        "image": null,
        "info": "{\"first_name\":\"Identical\",\"last_name\":\"Goat\"}",
        "createdAt": "2023-01-01T07:34:43.000Z",
        "updatedAt": "2023-01-01T07:34:43.000Z"
      },
      "supervised": false
    },
    "context": {
      "company_id": "",
      "user_id": "",
      "impersonated_user_id": "",
      "request_id": "<REQUEST_ID>"
    },
    "requestId": "<REQUEST_ID>",
    "timestamp": 1672531200000
  }

chat.data.update

Example:

{
  "topic": "chat.data.update",
  "botId": "<BOT_ID>",
  "data": {
    "id": "<CHAT_ID>",
    "time_before_start": 0,
    "os": "Windows",
    "user_last_input": "test",
    "current_host": "<WEBSITE_HOST>",
    "clientIp": "<IP_ADRESS>",
    "browser": "chrome",
    "chat_theme_details": {
      "id": "<CHAT_THEME_ID>",
      "path": null,
      "isDefault": true
    },
    "current_page": "<WEBSITE_PAGE>",
    "platform": "web"
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.user.update

Example:

{
  "topic": "chat.user.update",
  "botId": "<BOT_ID>",
  "data": {
    "id": "<CHAT_ID>",
    "user": { "first_name": "Name", "id": "<CHAT_USER_ID>" }
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
},

chat.user.message

Example:

{
  "topic": "chat.user.message",
  "botId": "<BOT_ID>",
  "data": {
    "chatId": "<CHAT_ID>",
    "sender": "user",
    "value": "<MESSAGE>",
    "type": "text",
    "id": "<USER_ID>",
    "timestamp": "1672531200000.397183857"
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.bot.message

Example:

{
  "topic": "chat.bot.message",
  "botId": "<BOT_ID>",
  "data": {
    "chatId": "<CHAT_ID>",
    "sender": "bot",
    "value": {
      "description": "Didn't quite get that... Would you like human help instead?",
      "urls": [
        {
          "id": "ef7af21c-d875-41f2-9d36-6bfe191cd58c",
          "label": "Yes",
          "type": "scenario",
          "next": {
            "scenario": "<SCENARIO_ID>",
            "state": "fba34726-bd31-4ef2-964a-3cf9a64f5df5"
          }
        },
        {
          "id": "cb029428-6513-4540-b3e2-44ed9e832bdc",
          "label": "No",
          "type": "scenario"
        }
      ]
    },
    "type": "url",
    "id": "f7011d1a-e192-4351-9251-c0c6d3b32524",
    "timestamp": "1672531200000.241731866"
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.agent.message

Example:

{
  "topic": "chat.agent.message",
  "botId": "<BOT_ID>",
  "data": {
    "chatId": "<CHAT_ID>",
    "sender": "agent",
    "value": "<MESSAGE>",
    "type": "text",
    "id": "e8328e60-6757-48ea-87d1-3be485348b4c",
    "timestamp": "1672531200.310412954"
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.system.message

Example:

{
  "topic": "chat.system.message",
  "botId": "<BOT_ID>",
  "data": {
    "chatId": "<CHAT_ID>",
    "sender": "system",
    "value": "<MESSAGE>",
    "type": "text_info",
    "id": "2276d442-3af1-4f80-a21b-c405632e3b60",
    "timestamp": "1672531200000.158836861"
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.message

Any of the chat.<sender>.message.

chat.scenario.run

Example:

{
  "topic": "chat.scenario.run",
  "botId": "<BOT_ID>",
  "data": {
    "chatId": "<CHAT_ID>",
    "scenario": {
      "id": "<SCENARIO_ID>",
      "name": "<SCENARIO_NAME>",
      "states": 1
    }
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.status.change

Example:

{
  "topic": "chat.status.change",
  "botId": "<BOT_ID>",
  "data": {
    "id": "<CHAT_ID>",
    "status": "ongoing",
    "supervised": false,
    "type": "scenario"
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}

chat.close

Example:

{
  "topic": "chat.close",
  "botId": "<BOT_ID>",
  "data": {
    "id": "<CHAT_ID>",
    "conversation": [
      {
        "id": "<MESSAGE_ID>",
        "sender": "user",
        "type": "scenario",
        "value": {
          "scenario": "<SCENARIO_ID>"
        },
        "timestamp": "1672531200.063057626"
      },
      {
        "id": "<MESSAGE_ID>",
        "sender": "bot",
        "type": "rating_request",
        "value": { "question": "<MESSAGE>" },
        "timestamp": "1672531200.718404236"
      },
      {
        "id": "<MESSAGE_ID>",
        "sender": "user",
        "type": "rating",
        "value": { "rating": 5 },
        "timestamp": "1672531200.575724287"
      },
      {
        "id": "<MESSAGE_ID>",
        "sender": "bot",
        "type": "url",
        "value": {
          "description": "<MESSAGE>",
          "urls": [
            {
              "id": "<BUTTON_ID>",
              "label": "<LABEL>",
              "type": "url",
              "value": "ebbot://reset"
            }
          ]
        },
        "timestamp": "1672531200.620270927"
      }
    ]
  },
  "context": {
    "company_id": "",
    "user_id": "",
    "impersonated_user_id": "",
    "request_id": "<REQUEST_ID>"
  },
  "requestId": "<REQUEST_ID>",
  "timestamp": 1672531200000
}