Service Hooks

Service hooks are a developer level entity in the administrator portal.

A service hook gives you the ability to push notifications to a URL for custom integration purposes.

To use the service hooks a user requires a role with integration permissions.

Service hooks allow for notifications sent to a third party on a specific event. The data may be used programmatically.

Abandoned Conversation Service Hook

This service acts on the event of an abandoned conversation.

A conversation is abandoned if a customer terminates their conversation while they are in the queue.

When conversations are abandoned from a queue, a notification goes to the URL configured in the Service hook portal entry, with the following information:

• Customer Phone number

• Time in queue

• Time stamp

• Queue

Outbound call service hook

This hook acts on the event of a new outbound call being initiated.

An outbound call is initiated when an agent participant clicks the new outbound call button, selects a channel and provides the dialed number, then clicks the dial button.

A notification is sent to the URL configured in the service hook portal entry with the following information:

• agentID: The ID of the agent.
• targetPhoneNumber: The dialed number.
• Timestamp: Timestamp when the outbound call was initiated.

WorkItemClosed service hook

This hooks acts on the event of a workitem (task) being closed by an agent.

A notification is sent to the URL configured in the service hook portal entry. Data example:

"examples": [
    {
      "id": "ff34b1fb68cd4f7f9921e70c08fab7a7",
      "mediaType": "Webchat",
      "isOutbound": true,
      "createdAt": "2022-03-08T07:39:47.6052457Z",
      "closedAt": "2022-03-08T07:41:47.6052457Z",
      "agent": {
        "id": "638858857ff57ad8637a7528",
        "name": "Agent John",
        "email": "john@agent.com",
        "phone": "+123456789"
      },
      "customerIdentifier": "+123456789",
      "customerId": "6d820576a3864160a715312b4e9ac376",
      "primaryConversationId": "48fad19d15104c8fbd7344853f35019e",
      "completionCode": "Success",
      "notes": "Job well done",
      "result": "Handled"
    }

Configurable Properties

API Key

Required field.

Included in each HTTP request as a header field, with the name, x-api-key.

Event Type

This is the event on which the notification is sent

Callback Url

The URL to which the notification is submitted

Enabled

A slider control. To enable the service hook, slide the control to the right.

The control appears white on a blue ground when enabled.

The control appears black on a white ground when enabled.

Actions

Download the json schema of the service hook here.