webhooks-managers-guide.md

Webhooks

Omnichannel webhooks allow you to integrate the Rocket.Chat Omnichannel to any third-party system, e.g., CRM, Zoho, etc.

To access Webhooks settings,

• Navigate to Administration > Workspace > Omnichannel > CRM Integration.

Create Omnichannel Webhook

To create a new Omnichannel webhook, you need to update the following details:

• Webhook URL: The Webhook URL from the system you want to connect(destination).
• Secret Token: Enter the secret token that can be used to verify the webhook.

{% hint style="info" %} The field Secret Token is sent to a header X-RocketChat-Livechat-Token so you can validate if the request became from Livechat.

If your endpoint returns a response status other than 200, Rocket.Chat will retry ten times, waiting ten seconds between retries. {% endhint %}

• Send Request on: Select the action(s) you want this integration to have.
• Send Request on Chat Start: Sends a post request to the webhook endpoint when an Omnichannel chat starts.
• Send Request on Chat Close: Sends a request when a chat gets closed.
• Send Request on Chat Taken: Sends a request when an Omnichannel agent Takes a chat.
• Send request on Chat Queued: A request gets sent when a chat gets queued.
• Send Request on Forwarding: Triggers request to be sent when a chat gets forwarded to another Omnichannel department or Agent.
• Send Request on Offline Messages: Sends a request when a visitor leaves an offline message.
• Send Request on Visitor Messages: A request is sent when an Omnichannel visitor sends a message.
• Send Request on Agent Messages: Sends a request when an Omnichannel Agent sends a message or reply.
• Send Visitor Navigation History on Request: Sends a request about visitor's navigation history. This feature depends on "Send Visitor Navigation History as a Message" to be enabled.
• Send request on lead capture: Sends a request when a lead is captured.
• Lead capture email regex: Specify the regex for lead captured email.
• Lead capture phone regex: Set the regex for lead-captured phone numbers.

{% hint style="info" %} If you enable Send Request on Chat Start, Rocket.Chat sends a webhook to the external system telling it that a new conversation has started. {% endhint %}

Sample JSON Data

Here is an example of JSON data sent in the request.

{% tabs %} {% tab title="Livechat session" %}

{
  "_id": "Tc5SyBZHovD4k8BXv",
  "label": "James",
  "createdAt": "2023-02-02T10:16:07.230Z",
  "lastMessageAt": "2023-02-02T10:22:14.087Z",
  "tags": [
    "self"
  ],
  "visitor": {
    "_id": "63db8d4990fe6eda42ad429a",
    "token": "e36e352c742eee48860d576fcefb372afc44ebc95750fa1e3b646195f702341a",
    "name": "James",
    "username": "guest-3",
    "email": [
      {
        "address": "[email protected]"
      }
    ],
    "phone": null
  },
  "agent": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1",
    "name": "User One",
    "email": "[email protected]"
  },
  "type": "LivechatSession",
  "messages": [
    {
      "u": {
        "_id": "63db8d4990fe6eda42ad429a",
        "username": "guest-3",
        "name": "James"
      },
      "_id": "2untSdndqBP7opGWw",
      "username": "guest-3",
      "msg": "Hi",
      "ts": "2023-02-02T10:16:09.615Z"
    },
    {
      "u": {
        "_id": "aXjjcPwq4Pcp7xftH",
        "username": "user1",
        "name": "User One"
      },
      "_id": "7xjkw8ZFitMSNGmeJ",
      "username": "user1",
      "msg": "How can I help you today?",
      "ts": "2023-02-02T10:21:05.391Z",
      "agentId": "aXjjcPwq4Pcp7xftH"
    },
    {
      "u": {
        "_id": "63db8d4990fe6eda42ad429a",
        "username": "guest-3",
        "name": "James"
      },
      "_id": "y7p77YFfkHJeg5gD9",
      "username": "guest-3",
      "msg": "don't worry,thank you",
      "ts": "2023-02-02T10:22:14.087Z"
    },
    {
      "u": {
        "_id": "aXjjcPwq4Pcp7xftH",
        "username": "user1",
        "name": "User One"
      },
      "_id": "ciAggDuN8ioqDrTby",
      "username": "user1",
      "msg": "Thank you for visiting",
      "ts": "2023-02-02T10:23:11.437Z",
      "agentId": "aXjjcPwq4Pcp7xftH",
      "closingMessage": true
    }
  ],
  "servedBy": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1",
    "ts": "2023-02-02T10:16:07.375Z"
  },
  "closedAt": "2023-02-02T10:23:11.344Z",
  "closedBy": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1"
  },
  "closer": "user"
}

{% endtab %}

{% tab title="Message sent" %}

{
  "_id": "Tc5SyBZHovD4k8BXv",
  "label": "James",
  "createdAt": "2023-02-02T10:16:07.230Z",
  "lastMessageAt": "2023-02-02T10:16:09.615Z",
  "visitor": {
    "_id": "63db8d4990fe6eda42ad429a",
    "token": "e36e352c742eee48860d576fcefb372afc44ebc95750fa1e3b646195f702341a",
    "name": "James",
    "username": "guest-3",
    "email": [
      {
        "address": "[email protected]"
      }
    ],
    "phone": null
  },
  "agent": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1",
    "name": "User One",
    "email": "[email protected]"
  },
  "type": "Message",
  "messages": [
    {
      "u": {
        "_id": "aXjjcPwq4Pcp7xftH",
        "username": "user1",
        "name": "User One"
      },
      "_id": "7xjkw8ZFitMSNGmeJ",
      "username": "user1",
      "msg": "How can I help you today?",
      "ts": "2023-02-02T10:21:05.391Z",
      "agentId": "aXjjcPwq4Pcp7xftH"
    }
  ]
}

{% endtab %} {% endtabs %}