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Webhooks Manager's Guide

Webhooks allow you to integrate the Rocket.Chat Omnichannel to any third-party system, e.g., CRM, Zoho, etc
To access Webhooks settings, go to Avatar Menu > Omnichannel > Webhooks.

Create Omnichannel Webhook

To create a new Omnichannel webhook, you need to provide the following details
  • Webhook URL: The Webhook URL from the system you want to connect
  • Secret Token: Enter the secret token
  • Send Request on: Select the action(s) you want this integration to have
If you select Chat Start:
Rocket.chat will send a webhook to the external system telling it that a new conversation has started, as shown below:
Here is an example of the JSON data sent at the end of a Livechat session:
{
"type": "LivechatSession",
"_id": "fasd6f5a4sd6f8a4sdf",
"label": "title",
"topic": "topic of the session",
"code": 123123,
"createdAt": "2016-06-01T18:41:16.856Z",
"lastMessageAt": "2016-06-01T18:41:16.856Z",
"tags": [
"tag1",
"tag2",
"tag3"
],
"customFields": {
"productId": "123456"
},
"visitor": {
"_id": "",
"name": "visitor name",
"username": "visitor-username",
"department": "department",
"email": "[email protected]",
"phone": "192873192873",
"ip": "123.456.7.89",
"browser": "Chrome",
"os": "Linux",
"customFields": {
"customerId": "123456"
}
},
"agent": {
"_id": "asdf89as6df8",
"username": "agent.username",
"name": "Agent Name",
"email": "[email protected]"
},
"messages": [
{
"username": "visitor-username",
"msg": "message content",
"ts": "2016-06-01T18:41:16.856Z"
},
{
"username": "agent.username",
"agentId": "asdf89as6df8",
"msg": "message content from agent",
"ts": "2016-06-01T18:41:16.856Z"
}
]
}
Here is an example of the JSON data sent on a Livechat offline message:
{
"type": "LivechatOfflineMessage",
"sentAt": "2016-06-01T19:55:53.867Z",
"visitor": {
"name": "name from the form",
"email": "[email protected]"
},
"message": "message from the form"
}
The field Secret Token is sent to a header X-RocketChat-Livechat-Token so you can validate if the request became from Livechat.
If your endpoint returns a response status other than 200, Rocket.Chat will retry 10 times waiting 10 seconds between retries.