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    Webhook for agent assignment

    Last updated: 2024-09-03 17:36:37
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      Function Description

      Administrators can use this interface to obtain information related to requests for transferring to human customer service and assign agents based on business logic.

      Please Note

      To enable this webhook, it must be configured in the Desk management panel with a webhook URL set up, and the customer service allocation method set to Assigned by Webhook.
      The direction of the webhook is an HTTPS POST request initiated by the Instant Messaging IM backend to the App backend.
      Upon receiving the webhook request, the App backend must verify that the SDKAppID parameter in the request URL matches its own SDKAppID.
      For additional security-related considerations, please refer to the "Webhook Overview: Security Considerations" document.

      Scenarios That May Trigger This Webhook

      This webhook may be triggered when a user in a session initiates a request to transfer to human customer service, and the application is configured to assign agents by webhook.

      Timing of the Webhook

      When the application is set to assign agents by webhook, this webhook is triggered by the IM backend when a user in the session initiates a request for transferring to human customer service.

      Interface Description

      Webhook URL Example

      In the following example, the App's configured webhook URL is https://www.example.com.

      Example:

      Request Parameter Description

      Parameter
      Description
      https
      The request protocol is HTTPS, and the method is POST
      www.example.com
      Callback URL
      SdkAppid
      The SDKAppID assigned in the Instant Messaging IM console when creating the application
      CallbackCommand
      Fixed as ChatBot.OnAssignAgent
      contenttype
      Fixed value as JSON
      ClientIP
      Client IP, format such as: 127.0.0.1
      OptPlatform
      Client platform, see the "Webhook Overview: Webhook Protocol" for
      the meaning of parameters in OptPlatform

      Request Package Example

      {
          "CallbackCommand": "ChatBot.OnAssignAgent",		//Webhook command
          "SessionId":"aa-bb-cc-dd",		//SessionID of the conversation
        	"ClientUserId":"123",		// User ID of the client triggering the request for human assistance
          "EventTime": 1670574414123		//Timestamp
      }

      Request Package Field Description

      Field
      Type
      Description
      CallbackCommand
      String
      Webhook command
      SessionId
      String
      SessionID of the conversation
      ClientUserId
      String
      User ID of the client triggering the request for human assistance
      EventTime
      String
      Timestamp of the event in milliseconds

      Response Package Example

      After synchronizing data, the App backend sends a webhook response package.
      {
          "ActionStatus": "OK",
          "ErrorInfo": "",
          "ErrorCode": 0,
        	"AgentGroupId": 6521,		//Agent Group ID sent from your end
        	"AgentIdList": ["penn_svc","dramon_svc"] //List of agent sent from your end
      }

      Response Package Field Description

      Field
      Type
      Attribute
      Description
      ActionStatus
      String
      Required
      Result of the request processing:
      OK for success
      FAIL for failure
      ErrorCode
      Integer
      Required
      Error code:
      0 for successful processing and sends RspData back to the smart robot
      1 for failure, RspData is ignored
      AgentGroupId
      Integer
      Optional
      ID of the agent group returned from your end; if only this field is provided, the IM backend will assign agent from this agent group
      AgentIdList
      Array
      Optional
      List of agents returned from your end; if specified, one agent from the list will be assigned based on availability rules
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