The Haptik Platform sends an event to your registered webhook under the below situations: - Bot replies to a user message - An agent replies to a user message via our agent chat tool. - Client integrates our API to send messages to a user.

The payload sent to your registered webhook will always be in JSON.

Parameters

Payload types

Message

event_name = message

message sent by an agent or a bot

Example:

{
 "version": "1.0",
 "timestamp": "2018-10-04T12:41:27.980Z",
 "user": {
 "auth_id": "<AUTH_ID>",
 "device_platform": "<DEVICE_PLATFORM>",
 "device_platform_name": "<DEVICE_PLATFORM_NAME>",
 "user_name": "<USER_NAME>",
 "user_id": "<USER_ID>",
 "phone_model": "<PHONE_MODEL>",
 "os_version": "<OS_VERSION>",
 "package_name": "<PACKAGE_NAME>",
 },
 "business_id": 343,
 "business_name": "<BUSINESS_NAME>",
 "event_name": "message",
 "agent": {
 "id": 4415,
 "name": "gogo",
 "profile_image": "https://assets.haptikapi.com/content/42e123411bk1109823bf.jpg",
 "is_automated": true,
 "email": null
 },
 "message": {
 "id": 1982371,
 "body": {
 "text": "Hi",
 "type": "TEXT",
 "data": {
 "quick_replies": []
 }
 }
 }
}

Chat Pinned

event_name = chat_pinned

A chat has been assigned to an agent

Example:

{
 "version": "1.0",
 "timestamp": "2018-10-04T12:41:27.980Z",
 "user": {
 "auth_id": "<AUTH_ID>",
 "device_platform": "<DEVICE_PLATFORM>",
 "device_platform_name": "<DEVICE_PLATFORM_NAME>",
 "user_name": "<USER_NAME>",
 "user_id": "<USER_ID>",
 "phone_model": "<PHONE_MODEL>",
 "os_version": "<OS_VERSION>",
 "package_name": "<PACKAGE_NAME>",
 },
 "business_id": 343,
 "business_name": "<BUSINESS_NAME>",
 "event_name": "chat_pinned",
 "agent": {
 "id": 235,
 "name": "Prateek",
 "profile_image": "https://assets.haptikapi.com/content/42e123411bk1109823bf.jpg",
 "is_automated": false,
 "email": "prateek@gmail.com"
 },
 "message": {
 "id": 1982314,
 "body": {
 "text": "Prateek has entered the Conversation",
 "type": "SYSTEM",
 "data": {
 "event_name": "chat_pinned",
 "payload": {
 "profile_image": "<PROFILE_IMAGE_URL>",
 "agent_name": "<AGENT_NAME>",
 "team_name": "<TEAM_NAME>"
 }
 }
 }
 }
}

Chat Complete

event_name = chat_complete

A chat has been marked as complete by an agent from Smart Agent Chat.

Note: When a chat is marked complete any assigned agent is cleared.

Example:

{
 "version": "1.0",
 "timestamp": "2018-10-04T12:41:27.980Z",
 "user": {
 "auth_id": "<AUTH_ID>",
 "device_platform": "<DEVICE_PLATFORM>",
 "device_platform_name": "<DEVICE_PLATFORM_NAME>",
 "user_name": "<USER_NAME>",
 "user_id": "<USER_ID>",
 "phone_model": "<PHONE_MODEL>",
 "os_version": "<OS_VERSION>",
 "package_name": "<PACKAGE_NAME>",
 },
 "business_id": 343,
 "business_name": "<BUSINESS_NAME>",
 "event_name": "chat_complete",
 "agent": {
 "id": 4415,
 "name": "gogo",
 "profile_image": "https://assets.haptikapi.com/content/42e123411bk1109823bf.jpg",
 "is_automated": true,
 "email": null
 },
 "message": {
 "id": 1982471,
 "body": {
 "text": "The conversation has been completed",
 "type": "SYSTEM",
 "data": {}
 }
 }
}

Webhook Conversation Complete

event_name = webhook_conversation_complete

A Conversation has been marked complete by an agent or a bot.

Example:

{
 "version": "1.0",
 "timestamp": "2019-07-03T11:42:44.077Z",
 "business_id": 343,
 "business_name": "<BUSINESS_NAME>",
 "event_name": "webhook_conversation_complete",
 "user": {
 "auth_id": "<AUTH_ID>",
 "device_platform": "<DEVICE_PLATFORM>",
 "device_platform_name": "<DEVICE_PLATFORM_NAME>",
 "user_name": "<USER_NAME>",
 "user_id": "<USER_ID>",
 "phone_model": "<PHONE_MODEL>",
 "os_version": "<OS_VERSION>",
 "package_name": "<PACKAGE_NAME>",
 },
 "agent": {
 "id": 4415,
 "name": "gogo",
 "profile_image": "https://assets.haptikapi.com/content/42e123411bk1109823bf.jpg",
 "is_automated": true,
 "email": null
 },
 "follow_up_details": {
 // This dict will be empty when followup is not present
 "follow_up_timestamp": 1597668000,
 "send_to": 1, // 1/ 2 / 3, (Expert / User / Both)
 "expert_name": "expert",
 "comment": "follow up comment",
 "team_id": 2
 },
 "data": {
 "conversation_no": "<CONVERSATION_NO>",
 "collection_id": "<COLLECTION_ID>",
 "conversation_identifier": "<CONVERSATION_IDENTIFIER>",
 "chat_link":"<CHAT_LINK>", // deprecated. use `complete_chat_link` instead
 "complete_chat_link": "<CHAT_LINK>",
 "completion_type": "agent", // possible values 'gogo', 'agent', 'autocomplete' depends who marked the chat complete
 "completion_by": "<AGENT_CLAIM_NAME>", // the state of a conversation before it was marked as completed.
 //Possible values 'AGENT_CLAIM_NAME', 'Team Offline Flag', 'Waiting for User', 'Bot completed'
 "closing_categories": {
 "reason": "",
 "subReason": "",
 "comment": ""
 },
 "conversation_details": {
 "insurance_no": "CDQP12324",
 "payment_mode": "COD"
 },
 "user_details": {
 "phone_number": 8826755986,
 "date_of_birth": "21/07/1995"
 }
 }
}