What are Webhooks?
Webhooks are essentially "user-defined HTTP callbacks". They provide a mechanism for one server to inform another about certain events. The server sends an HTTP POST request to the URL configured for the webhook, allowing data transfer and interaction between servers.
In the context of Buzzeasy, webhooks (Service Hooks) are used to notify your application when specific events occur in the contact center. For example, you can configure a webhook to be triggered when a work item is completed by an agent. When this event happens, Buzzeasy will send an HTTP POST request to the URL you specified, allowing your application to react immediately to the event. Service Hooks does not provide real-time updates to your application; instead, it acts as a historical feed of updates.
The use of webhooks in Buzzeasy allows you to create more dynamic, responsive applications. Instead of periodically polling Buzzeasy for updates—an approach that can lead to delays and increased server load—your application can receive updates directly from Buzzeasy. This can significantly improve the efficiency and performance of your application.
Buzzeasy Service Hooks Events
The up-to-date list can be found on the portal: https://portal.buzzeasy.com/integration/hooks
Abandoned Conversations
An "Abandoned Conversation" event is triggered when a customer disconnects a call or ends a chat before an agent could respond. This event enables your application to track such instances and take appropriate action, such as triggering follow-ups or logging the incident for analysis to improve customer service.
Workitem Closed
A "Workitem Closed" event occurs when an agent completes a work item. This could be resolving a customer's inquiry, closing a ticket, or any other task assigned to the agent. This event can be used by your application to update the status of related tasks in your system, generate reports, or initiate post-resolution processes like sending feedback forms to customers.
Outbound Call
An "Outbound Call" event is triggered when an agent initiates a call to a customer. This event can be used to log the call details in your system, track agent activity, or trigger any other processes related to outbound calls.
Prerequisites
Before integrating with Buzzeasy's Service Hooks, make sure you have the necessary infrastructure in place to receive and process incoming webhook notifications. This typically involves setting up a secure endpoint in your application to handle webhook requests.