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Add-on AI agents - Advanced

This feature is available only to Enterprise clients. Please contact your CSM if you would like to enable it.

Real_time_webhook_example.png

This article gives an explanation of:

  • Events that trigger real-time alerts
  • Webhook configuration

Events that trigger real-time alerts

With the real-time alert webhook, you can get notified in real-time when events of your interest are triggered. These events can occur anywhere in our system, but at the moment it’s limited to the five listed below: 

  1. An escalation has failed

  2. An action has failed

  3. Generic technical error message was sent in the chat

  4. A custom backend integration has failed - in this event the exact backend integration is specified in the data object.

  5. Testing - A test event can be triggered from the AI agents - Advanced Dashboard so developers can test and implement the usage of the webhook without needing to wait for one of the triggers.

As soon as one of the events is triggered, we send a request with the following parameter to the webhook URL:

Name Type Description
botName string Name the AI agent that triggered the event
event string The five different event types
conversationId string Unique conversation ID
platformConversationId string Platform-specific conversation ID
data object Meta data, mostly used by backend integration event

For the custom backend integration event, we will enrich the data object with the following parameter:

Name Type Description
botId string A 24-digit number and letter combination that is unique to each AI agent. Learn more.
conversationId string Unique conversation ID
conversationLink string Link to the specified conversation in the conversation logs
httpStatus number Status type of the error
endpointUrl string Url that the backend integration targeted

Webhook configuration

Webhook configuration can be accessed in AI agent settings > General > Webhook. This is only visible to enterprise customers.

To set it up, follow the instructions below:

  1. In the AI agents - Advanced Dashboard, go to AI agent settings > General > Webhook

  2. Copy and paste the webhook URL from your data tool in the defined field. Please keep in mind that we only allow https URLs.

  3. Click Show Token and use the authentication token to successfully retrieve the alert messages on your data tool.

  4. Click Use Webhook to track AI agent performance to activate the functionality.

  5. Save the updated AI agent settings. The test Webhook button should be enabled now.

  6. Click Test Webhook to send a test event to the URL you specified as the Webhook URL. The last step is optional but recommended. 

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