This feature is only available to Enterprise clients. Please contact your CSM if you would like to enable it.
This article gives an explanation of:
Events that trigger real-time alerts
With the real-time alert webhook, you can get notified in real-time when events of your interest are triggered. These events can occur anywhere in our system, but at the moment it’s limited to the five listed below:
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An escalation has failed
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An action has failed
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Generic technical error message was sent in the chat
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A custom backend integration has failed - in this event the exact backend integration is specified in the
dataobject. - Testing - A test event can be triggered from the Ultimate Dashboard so developers can test and implement the usage of the webhook without needing to wait for one of the triggers.
As soon as one of the events is triggered, we send a request with the following parameter to the webhook URL:
| Name | Type | Description |
| botName | string | Name the bot that triggered the event |
| event | string | The five different event types |
| conversationId | string | Ultimate's unique conversation ID |
| platformConversationId | string | Platform-specific conversation ID |
| data | object | Meta data, mostly used by backend integration event |
For the custom backend integration event, we will enrich the data object with the following parameter:
| Name | Type | Description |
| botId | string | A 24-digit number and letter combination that is unique to each bot. Learn more. |
| conversationId | string | Ultimate's unique conversation ID |
| conversationLink | string | Link to the specified conversation in the conversation logs |
| httpStatus | number | Status type of the error |
| endpointUrl | string | Url that the backend integration targeted |
Webhook configuration
Webhook configuration can be accessed in Bot Settings > General > Webhook. This is only visible to enterprise customers.
To set it up, follow the instructions below:
- In the Ultimate Dashboard, go to Bot Settings > General > Webhook
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Copy and paste the webhook URL from your data tool in the defined field. Please keep in mind that we only allow https URLs.
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Click Show Token and use the authentication token to successfully retrieve the alert messages on your data tool.
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Click Use Webhook to track bot performance to activate the functionality.
- Save the updated bot settings. The test Webhook button should be enabled now.
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Click Test Webhook to send a test event to the URL you specified as the Webhook URL. The last step is optional but recommended.