Webhooks for Event Notification

Outbound webhooks are a way to notify another platform when one of the predefined events occurs in uContact. When an event is triggered, an HTTP POST request is sent to a specific URL on the target platform. This request contains information about the event, depending on its type.

Events

All events send their information in a JSON object, which contains specific data for each event. By default, all these JSON objects include the date and time of the event in the date parameter and the type of event in the event parameter.

Below is a detailed description of each event with an example of the JSON object that is sent for each case.

AgentRingNoAnswer

This event is triggered when an agent fails to answer a call within the maximum ring time configured for the campaign.

Properties Sent

• agent: Username.
• agentNumber: Agent's extension.
• agentFullName: Agent's full name.
• callerIdNum: Caller’s number.
• campaign: Campaign receiving the call.

Example

AgentRingNoAnswer

{
   "event":"AgentRingNoAnswer",
   "date":"2023-48-13 06:48:51",
   "agent":"agentTest",
   "agentNumber":"9999",
   "agentFullName":"Agente Test",
   "callerIdNum":"1234",
   "campaign":"Demo<-"
}

AgentLog

This event is triggered when an agent logs in or out of uContact.

Properties Sent

• agent: Username.
• isLogin: Returns true for login or false for logoff.

Example

Log in

{
   "event":"AgentLog",
   "date":"2023-16-13 05:16:22",
   "agent":"agentTest",
   "isLogin":true
}

Log off

{
   "event":"AgentLog",
   "date":"2023-16-13 15:18:43",
   "agent":"agentTest",
   "isLogin":false
}

AgentBreak

This event is triggered when an agent enters or exits a break state.

Properties Sent

• agent: Username.
• motive: Break reason.
• isBreak: Returns true for break and false for unbreak.

Example

Break

{
   "event":"AgentBreak",
   "date":"2023-52-13 04:52:57",
   "agent":"AgentTest",
   "motive":"Lunch",
   "isBreak":true
}

Unbreak

{
   "event":"AgentBreak",
   "date":"2023-52-13 05:52:00",
   "agent":"agentTest",
   "motive":"Lunch",
   "isBreak":false
}

FinishInteraction

This event is triggered when an interaction on any channel is completed.

Properties Sent

• guid: Interaction GUID.
• campaign: Campaign name.
• agent: Agent handling the interaction.
• duration: Interaction duration.
• clientId: Client identifier (depends on the channel).
• channel: Channel through which the interaction took place.

Example

SMS

{
   "event":"FinishInteraction",
   "date":"2023-06-13 06:06:01",
   "guid":"92bda9c4-e224-4cbf-8a01-8ca73e3a18b6",
   "campaign":"testDoc",
   "agent":"AgentTest",
   "duration":80,
   "clientId":"59894567987",
   "channel":"sms"
}

WhatsApp

{
   "event":"FinishInteraction",
   "date":"2023-06-13 06:08:17",
   "guid":"a34eb6ec-e773-485d-8236-e5539bfc5eb2",
   "campaign":"testDoc",
   "agent":"AgentTest",
   "duration":60,
   "clientId":"59894567987",
   "channel":"whatsapp"
}

Telephony

{
   "event":"FinishInteraction",
   "date":"2023-12-13 07:31:09",
   "guid":"88ab4551-840b-4306-9980-de96f7684067",
   "campaign":"Demo<-",
   "agent":"AgentTest",
   "duration":23,
   "clientId":"1234",
   "channel":"telephony"
}

Email

{
   "event":"FinishInteraction",
   "date":"2023-12-13 06:21:50",
   "guid":"b5779746-f17e-4f8c-92dd-9c8597d9de51",
   "campaign":"test",
   "agent":"AgentTest",
   "duration":12,
   "clientId":"test@outlook.com",
   "channel":"email"
}

WebChat

{
   "event":"FinishInteraction",
   "date":"2023-12-14 01:23:07",
   "guid":"5b28473b-34ef-4a26-8ba7-50e1b18584ee",
   "campaign":"Campana2",
   "agent":"AgentTest",
   "duration":29,
   "clientId":"test@test.com",
   "channel":"webchat"
}

Instagram

{
   "event":"FinishInteraction",
   "date":"2023-12-17 10:30:58",
   "guid":"2ee76d81-f1a1-41eb-afcf-e2ea758a89c8",
   "campaign":"Campana2",
   "agent":"AgentTest",
   "duration":55,
   "clientId":"4627623942",
   "channel":"instagram"
}

Messenger

{
   "event":"FinishInteraction",
   "date":"2023-12-30 12:50:03",
   "guid":"b6452eea-4f01-46c5-bf18-e07cbd0ac12f",
   "campaign":"Campana2",
   "agent":"AgentTest",
   "duration":55,
   "clientId":"4627623942",
   "channel":"messenger"
}

SentDisposition

This event is triggered when an agent assigns a disposition to an interaction on any channel.

Properties Sent

• guid: Interaction GUID.
• campaign: Campaign name.
• agent: Agent who assigned the disposition.
• data: Information provided when creating the lead.
• disposition: Result of the agent’s disposition.

Example

SentDisposition

{
  "event": "SentDisposition",
  "date": "2024-09-03 14:06:24",
  "guid": "8b4f0d9b-e86e-4704-a573-b9d6c7c5997c",
  "campaign": "Demo",
  "agent": "agentTest",
  "data": {
    "exampleId": 1234
  },
  "disposition": 0
}