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HTTP Notifier / Webhooks

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HTTP Notifier is an integration that allows you to create automations that trigger a webhook in an external system. With HTTP Notifier you can configure Talkdesk to send POST requests to a webhook which can process the data as you see fit.

This integration is not enabled by default in Talkdesk and must be requested by contacting our support team: support@talkdesk.com

 

Configuring an automation in HTTPNotifier

Once this integration is enabled for your account, follow these steps to add new automations:

Http_Notifier_-_tasks.png

  • Log into your Talkdesk account as an Administrator.
  • Click the "Admin" section [1] at the top of the page.
  • Select the "Integrations" tab [2] and click the Http Notifier "Settings" button.
  • Click on 'Add your first automated task for HTTP Notifier [3] (or ‘Add New Automated Task', if this is not your first task).

 

Talkdesk Webhooks

Talkdesk webhooks provide a customizable notification framework - a webhook can be triggered by any of a comprehensive set of events within the Talkdesk system, sending a configurable JSON payload to a specified URL.

The  HTTP POST action must be configured with the following parameters:

 

Trigger

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The trigger is an event [4] that occurs within the Talkdesk system that causes the webhook to fire.

 

The available triggers are:

  • CSAT score received.
  • A call enters the waiting queue
  • A call is abandoned
  • A call is missed
  • A call is short abandoned
  • A call leaves the waiting queue
  • A contact is created
  • A contact is updated
  • A note is created
  • A transferred call is answered
  • A voicemail is assigned
  • A voicemail is left
  • A voicemail transcription is made available
  • An agent logs in
  • An agent logs out
  • An agent status changes
  • An inbound call ends
  • An inbound call is ringing
  • An inbound call starts
  • An inbound disposition code is set
  • An outbound disposition code is set
  • An outbound call ends
  • An outbound call is missed
  • An outbound call is ringing
  • An outbound call starts

 

Action

When choosing the action to be executed, make sure that the make HTTP POST [5] action is selected.

 

URL

HttpNotifier-define_action.png

For each webhook, you must specify the URL [6] to which the notification will be sent when the trigger occurs.

 

Format

The webhook payload format [7]. Currently, only JSON is supported.

 

Body

The webhook payload. For each webhook, you must specify a body [8]: a JSON object that contains the data sent in the webhook.

Note: In order to validate if the JSON follows the correct format, you can use services such as JSONLint.    

This can include information specific to the triggered event - by using placeholder values, you can have Talkdesk fill in the relevant value each time the call is sent out.

As an example, the “A call enters the waiting queue” trigger allows you to specify the customer’s phone number in the call - to do so, you should enter {{customer_phone_number}} in the location in which you would like the phone number to appear.

You will see a list of the related fields on the left - drag any of those over to the text fields on the right to see the text label for the value that you can include in your automation.

 

A sample JSON body might look like this: 

{

"data": {

"call_id": "{{call_id}}",
"agent_id": "{{agent_id}}",
"contact_phone_number": "{{contact_phone_number}}",
"contact_id": "{{contact_id}}",
"call_duration": "{{duration}}",
"wait_duration": "{{waiting_time}}",
"hold_duration": "{{holding_time}}",
"total_call_duration": "{{total_duration}}",
"during_business_hours": "{{in_business_hours}}"
}

}

 

Once done, click 'Save' to activate the automated task. You can disable this trigger by turning it off anytime.

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