Webhooks

Omnichannel 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 Administration > Workspace > Omnichannel > CRM Integration.

Create Omnichannel Webhook

To create a new Omnichannel webhook, go to Omnichannel > Webhooks.

• Webhook URL: The Webhook URL from the system you want to connect (destination).

• Secret Token: Enter the secret token that can be used to verify the webhook.

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 ten times, waiting ten seconds between retries.

• Send Request on: Select the action(s) you want this integration to have.

• HTTP timeout (in milliseconds): Enter the request timeout value.

• Click Save.

You can also Reset the values and Send Test for the Webhook setup.

Sample JSON Data

Here is an example of JSON data sent in the request.

Livechat session

{
  "_id": "Tc5SyBZHovD4k8BXv",
  "label": "James",
  "createdAt": "2023-02-02T10:16:07.230Z",
  "lastMessageAt": "2023-02-02T10:22:14.087Z",
  "tags": [
    "self"
  ],
  "visitor": {
    "_id": "63db8d4990fe6eda42ad429a",
    "token": "e36e352c742eee48860d576fcefb372afc44ebc95750fa1e3b646195f702341a",
    "name": "James",
    "username": "guest-3",
    "email": [
      {
        "address": "[e-mail]"
      }
    ],
    "phone": null
  },
  "agent": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1",
    "name": "User One",
    "email": "[e-mail]"
  },
  "type": "LivechatSession",
  "messages": [
    {
      "u": {
        "_id": "63db8d4990fe6eda42ad429a",
        "username": "guest-3",
        "name": "James"
      },
      "_id": "2untSdndqBP7opGWw",
      "username": "guest-3",
      "msg": "Hi",
      "ts": "2023-02-02T10:16:09.615Z"
    },
    {
      "u": {
        "_id": "aXjjcPwq4Pcp7xftH",
        "username": "user1",
        "name": "User One"
      },
      "_id": "7xjkw8ZFitMSNGmeJ",
      "username": "user1",
      "msg": "How can I help you today?",
      "ts": "2023-02-02T10:21:05.391Z",
      "agentId": "aXjjcPwq4Pcp7xftH"
    },
    {
      "u": {
        "_id": "63db8d4990fe6eda42ad429a",
        "username": "guest-3",
        "name": "James"
      },
      "_id": "y7p77YFfkHJeg5gD9",
      "username": "guest-3",
      "msg": "don't worry,thank you",
      "ts": "2023-02-02T10:22:14.087Z"
    },
    {
      "u": {
        "_id": "aXjjcPwq4Pcp7xftH",
        "username": "user1",
        "name": "User One"
      },
      "_id": "ciAggDuN8ioqDrTby",
      "username": "user1",
      "msg": "Thank you for visiting",
      "ts": "2023-02-02T10:23:11.437Z",
      "agentId": "aXjjcPwq4Pcp7xftH",
      "closingMessage": true
    }
  ],
  "servedBy": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1",
    "ts": "2023-02-02T10:16:07.375Z"
  },
  "closedAt": "2023-02-02T10:23:11.344Z",
  "closedBy": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1"
  },
  "closer": "user"
}

Message sent

{
  "_id": "Tc5SyBZHovD4k8BXv",
  "label": "James",
  "createdAt": "2023-02-02T10:16:07.230Z",
  "lastMessageAt": "2023-02-02T10:16:09.615Z",
  "visitor": {
    "_id": "63db8d4990fe6eda42ad429a",
    "token": "e36e352c742eee48860d576fcefb372afc44ebc95750fa1e3b646195f702341a",
    "name": "James",
    "username": "guest-3",
    "email": [
      {
        "address": "[e-mail]"
      }
    ],
    "phone": null
  },
  "agent": {
    "_id": "aXjjcPwq4Pcp7xftH",
    "username": "user1",
    "name": "User One",
    "email": "[e-mail]"
  },
  "type": "Message",
  "messages": [
    {
      "u": {
        "_id": "aXjjcPwq4Pcp7xftH",
        "username": "user1",
        "name": "User One"
      },
      "_id": "7xjkw8ZFitMSNGmeJ",
      "username": "user1",
      "msg": "How can I help you today?",
      "ts": "2023-02-02T10:21:05.391Z",
      "agentId": "aXjjcPwq4Pcp7xftH"
    }
  ]
}