Webhooks within your bots (New Web App)

Overview

Webhooks allow you to use real time information within your Webio bots.  This can be used to provide customers' up to date information within the conversation or to configure logic decisions within your bot based on information provided from your internal systems. 

The process outlined below is typically used for inbound, campaign-initiated conversations where the customer UID is initially null. However, it can be requested through the listening step and will be stored against the conversation. This allows you to retrieve any data stored against that Customer UID from your internal system.

For outbound campaigns, your campaign file must include at least two fields: one for the phone number and another for the customer UID. When configuring the campaign, ensure that the field containing the customer UID is correctly mapped to "Custom ID."

Once this mapping is in place, any additional parameters associated with that Customer UID will be retrieved directly from your internal system—removing the need to include them in the campaign file.

Alternatively, the customer UID can be collected during the conversation using the same process outlined below.

Endpoints not integrated yet?  Integrate Endpoint.

You can add in real-time values within your message content or within a logical branch condition. 

Real Time Value In Message Content

To include real-time values in your bot message:

1. Click into the step of your bot where you want to insert real-time data.
2. Type your message in the Outgoing Message box.
3. Insert real-time values using double angle brackets: <<fieldname>> at the desired position in your message.

Example (Inbound):

Suppose that, in response to the customer providing their customer UID, you want to send a message containing values stored against that UID, including the following:

• Customer name
• The outstanding balance 
  
• The currency
• Payment Link
  
• Payment deadline

These values will be retrieved in real-time from your internal systems via the webhook endpoint configured in your Organisation.

First, confirm the field names used in your internal system. For this example, they are:

You can now construct your message like this

Thanks. Your outstanding balance is <<outstandingBalance>> <<currency>> to be paid at <<paymentlink>> by the <<paymentDate>> .This ensures the bot dynamically pulls and displays the correct values during the conversation.

When this message is triggered by the bot, a webhook request will be sent to the designated endpoint within our organization to retrieve the required values. The returned values will be populated into the message and sent before the bot proceeds to the next step.

If the webhook request fails, the bot will either follow the Failure Step route or display "null" for any values that could not be retrieved.

For inbound conversations where the customer ID is initially null, it can be captured via a listening step and stored in the customer ID field. This enables the bot to retrieve any data associated with that customer UID (case sensitive).

Please note that if a non-matching customer UID is provided, or if no customer UID is provided at all, the bot will encounter an error when trying to retrieve data stored against the provided customer UID.

 

To avoid this, you might want to build a logical check within your bot to redirect the customer to the relevant conversation path depending on the answer provided, and also add an extra layer of security to confirm that data is displayed to the correct customer. Check the example below.

Using real-time values to make logical decision

Once the customer UID is obtained via the Listening Step from the customer's response, all associated customer data can be retrieved through a webhook call. After collecting the UID, you can implement additional logical branching to guide the customer appropriately:

• Redirect to a fallback path if the UID provided is incorrect.
• Redirect to a fallback path if the UID is correct but the returned information (e.g., date of birth) is invalid or mismatched.
• Proceed to the success path if both the UID and the returned information are verified as correct

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