Which information is sent as Webhook Payload?
Written by Medha Anand
Updated on July 26th, 2023
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Table of Contents
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"
}
}
}
Delete
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 theevent_name - We could add new
event_nameas per our product requirement. The webhook consumer should not consider a newevent_namebug. You can simply ignore it if it is not required for your use case (return200as status code for them).
