Objective

Allow external applications to be able to subscribe to iAdvize events (via callback urls) to receive real-time updates and trigger an automated workflow.

What do I need

Create an iAdvize application
Subscribe to the webhook of your choice
Create a workflow with an application to trigger the desired action

Use case

Sending an email at the end of a conversation
Sending a promo code at the end of a conversation
Capture a lead or enrich a lead
Sending a survey at the end of a conversation
Dashboard monitoring of CSAT in real-time
Create a ticket in an external system

Steps to follow

Prerequisite: identify which event should trigger the action you want to implement.

Examples:

conversation.started
v2.conversation.pushed
v2.conversation.closed
visitor.updated
satisfaction.answered

STEP 1: Subscribe to a Webhook event (e.g. conversation closed)

Create an account or log in to the developers’ platform
Create your application
Subscribe to the webhook of your choice

Install your application in the iAdvize marketplace section:

Payload example

V2.conversation.closed

{
"eventId": "0f0bb3af-5035-4ba3-b3fb-ff4879a3a74d",
"eventType": "v2.conversation.closed",
"platform": "ha",
"projectId": 1549,
"clientId": 335,
"conversationId": "4c8c7408-f73c-42cd-89e9-afbbee7d9024",
"operatorIds": [
15253,
15254
],
"visitorExternalId": "63429889", // deprecated. Only available for ONSITE conversations. Use `visitorId` field instead.
"channel": "CHAT", "visitorId": "b05f1b45-c891-4a9c-b47e-91ee6c8ffb44", "createdAt": "2019-04-12T07:58:35.171Z",
"sentAt": "2019-04-12T07:58:35.496Z"
}

STEP 2: Trigger a REST/GraphQL API query to retrieve the desired data (email, CSAT, conversation content....)

In this step, we will retrieve the visitor's email via the REST API using the contact ID retrieved in step 1.

Make an HTTP "GET" query by specifying the URL of the resource (visitor) that we want to retrieve and the ID (contact) of which we want the details GET /visitor/560.
Check the email field

check via the iAdvize API GET https://ha.iadvize.com/api/2/visitor/ID?&key=000
check visitor email field

STEP 3: Trigger the desired action with the tool of your choice (send an email, create a dashboard, create a lead in your CRM...)

Diagram

Use webhook events to create custom experiences for your visitors