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Webhook for agent assignment/

Webhook for agent assignment

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