WebhooksDigital Interaction Webhooks

Digital interaction events
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The digital interaction webhooks are triggered when a message or conversation event occurs.

Subscribe to this webhook on the Administration > Webhooks page. For more information, refer to Webhooks in the Voiso Documentation Portal.

Event	Description	Webhook
message.received	An agent receives a new reply in an ongoing conversation.	Digital interactions
conversation.ended	A digital conversation is archived (ends), and an agent assigns a wrap-up code.	Digital interactions

Message received
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The Message Received webhook POSTs the following request when a digital channel message is received. Refer to Webhooks overview for descriptions of the common objects used by this webhook.


 {
  "event": "message.received",
  “object: "message",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //message object 
          //agent object 
          //contact object
          //channel object
          }

Example
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{
  "event": "message.received",
  "object": "message",
  "timestamp": "2024-07-04T12:38:21Z",
  "secret": "87edc123abc787edc7"
  "contact_center_id": "187abc75-3008-44e3-5555-aa0abc12yt703" 
  "data": {
    "id": "123450f3-3c33-419e-b8b6-2cb933d014aa",
    "reference_id": null,
    "content_type": "text",
    "content_data": {
      "text": "Hi, can you help me with my request, please."
    },
    "status": "accepted",
    "conversation_id": "f0f749d7-46ad-4abc-b094-4c123f8dbfc8",
    "agent": {
      "id": 487,
      "name": "John S",
      "email": "agent@example.com",
      "extension": "8835"
    },
    "contact": {
      "id": 345,
      "username": "Guest",
      "channel_identifier": "df451a0d1-a3d9-459d-96c2-f23e81f94a6d"
    },
    "channel": {
      "id": "ab5ba051-a8fc-5555-a4ab-cf6f4de6c2ab",
      "type": "chat",
      "name": "premium support"
    }
  }
}

Conversation ended
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The Conversation Ended webhook POSTs the following request when a digital channel conversation is archived. Refer to Webhooks overview for descriptions of the common objects used by this webhook.


 {
  "event": "conversation.ended",
  “object: "conversation",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //conversation object 
          //SLA object
          //contact object
          //channel object
          }

Example
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{
  "event": "conversation.ended",
  "object": "conversation",
  "timestamp": "2024-07-05T09:44:58Z",
  “secret”: "45XXYYZZa08XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
    "id": "050d7df0-971e-4c68-adfd-dbe5df9771df",
    "wrapup_code": "Sales Completed",
    "queue": "Omnichannel queue",
    "disposition": "archived",
    "source": "user",
    "sla": {
      "time_to_first_response": 4,
      "time_to_resolution": 14,
      "time_to_reply": 8
    },
    "cpc": 0.04,
    "contact": {
      "id": 1645,
      "username": "Marta Massle",
      "channel_identifier": "6661846620607097"
    },
    "channel": {
      "id": "4422cc29-8f43-4d2e-8d52-5212da820567",
      "type": "instagram",
      "name": "Instagram Support"
    }
  }
}