Webhook

In this documentation, we will explain how to use webhook in OneTalk.

Head to "Integration" and click "Webhooks" and you can start setup a webhook by clicking "Set" on the top right corner.

Enable the webhook and input "Webhook URL" field

Next, you will have to choose a minimum of 1 event on "Subscribed Events" and click "Save Changes" to finalize your webhook.

Webhook Events

Integration Message Status

this webhook event updates your system about the change in status of messages sent via Integration API.

Request payload example:

Field	Type	Description
type	string	Type of webhook event
integrationMessageStatus	object	Contains data of webhook event
channelID	string	Channel ID
channelType	string	Channel type
contactPhone	string	Recipient's phone number
reason	string	Failed reason
status	string	Status update on the message
timestamp	timestamp	Timestamp on the status update
trxID	string	Transaction ID
organizationID	int	Organization ID

{
  "type": "integration_message_status",
  "integrationMessageStatus": { 
    "channelID": "0123456",
    "channelType": "whatsapp|whatsappba",
    "contactPhone": "628123456789",
    "reason": "...",
    "status": "acknowledge|delivered|read|failed",
    "timestamp": 1587352926788,
    "trxID": "000000-0000-0000-0000-000000"
  },
  "organizationID": 1111
}

Status 'acknowledge' is updated when WhatsApp has received OneTalk's request to send the message.

Status 'delivered' is updated when WhatsApp recipient has received the message.

Status 'read' is upated when WhatsApp recipient has read the message.

Status 'failed' is updated when there's an error either from TapTalk.io's system or WhatsApp's system.

Case Resolved

this webhook event updates your system about the changed in case status to "Resolved" in your organization.

Request payload example:

Field	Type	Description
organizationID	int	Organization ID
type	string	Type of webhook event
caseResolved	object	Contains data of webhook event
caseID	string	Case ID
channelType	string	Channel type
channelID	string	Channel ID
topicID	string	Topic ID
topicName	string	Topic Name
assigneeType	string	Type of case last assigned to
chatbotID	string	Chatbot ID if assigned to bot
chatbotName	string	Chatbot name id assigned to bot
agentEmail	string	Agent's email if assigned to agent
agentFullName	string	Agent's name if assigned to agent
isJunk	boolean	Junk status
agentRemark	string	Agent's remark on the case
createdTime	timestamp	Created time
counterStartTime	timestamp	The time to start counting duration from, in Unix milliseconds.
firstResponseTime	timestamp	First response time by agent
resolvedTime	timestamp	Case resolved time
isResolvedByAgent	boolean	If case resolved by an agent
isResolvedByChatbot	boolean	If case resolved by a bot
isResolvedByContact	boolean	If case resolved by contact
isResolvedBySystem	boolean	If case resolved by system
labels	array	Array of labels tagged on the case
contact	object	Contains data of contact
id	string	Contact ID
fullName	string	Contact's full name
alias	string	Contact's alias
email	string	Contact's email
phone	string	Contact's phone number
customerUserID	string	the userID from customer's server
companyName	string	Contact's company name
jobTitle	string	Contact's job title
agentRemark	string	Agent's remark on the contact
customField	object	Contains objects of custom field if there's one or more custom field in the organization
*Field Code*	object	Custom field's field code
fieldType	string	Custom field's type
value	string	Custom field's value

{
    "organizationID": 1,
    "type": "case_resolved",
    "caseResolved": {
      "caseID": "958CCF3BB6",
      "channelType": "whatsapp",
      "channelID": "166090",
      "topicID": 1,
      "topicName": "Finance",
      "assigneeType": "agent",
      "chatbotID": "",
      "chatbotName": "",
      "agentEmail": "[e-mail]",
      "agentFullName": "John",
      "isJunk": false,
      "agentRemark": "Hello world 3",
      "createdTime": 1589354307263,
      "counterStartTime": 1589354307263,
      "firstResponseTime": 1589355184000,
      "resolvedTime": 1615305000400,
      "isResolvedByAgent": true,
      "isResolvedByChatbot": false,
      "isResolvedByContact": false,
      "isResolvedBySystem": false,
      "labels": [
        "follow up",
        "hello world"
      ],
      "contact": {
        "id": "e148aa04-3e8f-4dd9-82c1-e53c1a93eac1",
        "fullName": "John Doe",
        "alias": "John",
        "email": "",
        "phone": "6281234567890",
        "customerUserID": "johndoe",
        "companyName": "",
        "jobTitle": "",
        "agentRemark": "",
        "customFields": {
          "customer_id": {
            "fieldType": "single_line",
            "value": ""
          },
          "deal_amount": {
            "fieldType": "number",
            "value": ""
          },
          "salutation": {
            "fieldType": "dropdown",
            "value": ""
          }
        }
      }
    }
  }