Which information is sent as Webhook Payload?

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

Property Name	Description
version	Webhook version
timestamp	ISO timestamp denoting when the webhook request was created in the haptik system
user	All user info will be available here
user.auth_id	This is an alphanumeric user identifier from your system.
business_id	Business id is a unique numeric identifier for your business, provided by Haptik.
event_name	Possible Values: message, chat_pinned and chat_complete.
agent	All agent info will be available here
agent.id	Unique identifier for the agent.
agent.name	Name of the agent or bot who sent the message. Gogo is an internal name for our ai engine.
agent.profile_image	URL for the agent profile image.
agent.is_automated	Whether the reply was automated or not. It will be false if agent sent the reply
agent.email	Email address of the agent, it will be null if event is automated.
message	All message info will be available here
message.id	Unique numeric identifier for messages
message.body	Will comprize of HSL elements. For a complete description of HSL elements refer here

The events are supported by all channels such as WhatsApp, Facebook and so on.

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

This event is deprecated in favor of Webhook Conversation 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

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"
    }
  }
}

Webhook Agent Chat Close

event_name = webhook_agent_chat_close

The agent has marked the chat as closed from his end.

Example:

{
  "version": "1.0",
  "timestamp": "2019-07-03T11:42:44.077Z",
  "business_id": 343,
  "business_name": "<BUSINESS_NAME>",
  "event_name": "webhook_agent_chat_close",
  "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>",
    "closing_categories": {
      "reason": "",
      "subReason": "",
      "comment": ""
    },
    "conversation_details": {
      "insurance_no": "CDQP12324",
      "payment_mode": "COD"
    },
    "user_details": {
      "phone_number": 8826755986,
      "date_of_birth": "21/07/1995"
    }
  }
}

Webhook Conversation Inactivity

event_name = webhook_conversation_inactivity

The conversation has been inactive for greater than 8 minutes.

Example:

{
  "version": "1.0",
  "timestamp": "2019-07-03T11:42:44.077Z",
  "business_id": 343,
  "business_name": "<BUSINESS_NAME>",
  "event_name": "webhook_conversation_inactivity",
  "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"
    }
  }
}

Note

Please add a safety check on the keys in the above JSON, before accessing its value to avoid exceptions
Our JSON will always be backward compatible for a specific event_name. New keys could be added. But existing keys will not be removed/changed without a version change in the event_name
We could add new event_name as per our product requirement. The webhook consumer should not consider a new event_name bug. You can simply ignore it if it is not required for your use case (return 200 as status code for them).

Parameters

Payload Types

Message

Chat Pinned

Chat Complete

Webhook Conversation Complete

Webhook Agent Chat Close

Webhook Conversation Inactivity

Note

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