Huggy

Webhook

The Webhook is a event notification system that are ableto capture the actions in Huggy Platform and forward directly to your system. You can be notified about:

  • Opening and closure of chats
  • Contacts creation
  • Received messages of your customers/contacts
  • Received platforms entities messages, like bots, URA, or agents;

If you'd like to receive notifications from our webhook on your system, visit how to use Webhook and learn more.

To receive the notifications, you need to set up a notification URL in the Huggy panel, and the desired events must be enabled to be triggered in your webhook settings.

The webhook events available are listed below. All events are optional and can be selected in Huggy platform, therefore, select those who are more relevant for the experience that you are trying to create.

Notifications

Event of notificationDescription
receivedMessageReceived messages on platform the webhook will notify events of chats that are in automatic or queue
receivedAllMessageGet all messages received by a chat contact
createdChatWhen a chat is created by any channel
agentEnteredWhen the agent joins the conversation
closedChatWhen a chat ends
answeredChatFormDepreciated
createdCustomerWhen a new contact is created in the Huggy panel
startedWidgetAttendanceStarted when data request is enabled in Huggy Chat. This event is started when the customer inform the data and initialize the attendance
startedAutomationFlowWhen a chat is initialized in a channel that are using a flow
finishedAutomationFlowWhen a flow that was executing in a chat are finalized
sendedAllMessageAll messages sent by an agent
updatedWorkflowStepWhen there is a change in the workflow step of the chat
receivedMessage

Received messages on platform the webhook will notify events of chats that are in automatic or queue
receivedAllMessage

Get all messages received by a chat contact
createdChat

When a chat is created by any channel
agentEntered

When the agent joins the conversation
closedChat

When a chat ends
answeredChatForm

Depreciated
createdCustomer

When a new contact is created in the Huggy panel
startedWidgetAttendance

Started when data request is enabled in Huggy Chat. This event is started when the customer inform the data and initialize the attendance
startedAutomationFlow

When a chat is initialized in a channel that are using a flow
finishedAutomationFlow

When a flow that was executing in a chat are finalized
sendedAllMessage

All messages sent by an agent
updatedWorkflowStep

When there is a change in the workflow step of the chat

Note: An event is returned like a Message List. When a specific event is sent to your system, it can brings other events belonging to the chain events in addition to the event data. This indicates that between an action and its completion, other events can be or not be triggered.

Variations on events

  • If exists an input and/or output flow
  • Type received messages
    • Intelligent layer: receivedMessage (when a chat its in automatic or in queue).
    • Human layer: receivedMessage; receivedALLMessage.
  • If some flow interaction exists to close a chat.

Some notification examples

ActionNotificationNote
Chat creationcreatedChat1. Created by an agent. It doesn’t have interaction with a flow.
Chat creationcreatedChat, receivedAllMessage1. The customer creates a new attendance and sent a message to the chat. 2. After creation there is flow interaction.
Chat creationcreatedChat, receivedAllMessage, startedAutomationFlow1. The customer create a new chat. 2. The customer sends a message. 3. A flow was initialized in the chat.
Chat finishedstartedAutomationFlow, receivedAllMessage, finishedAutomationFlow, closedChat1. An output flow with a feedback action is executed. 2. The customer answers the feedback. 3. The chat is closed.
Chat finishedsendedAllMessage, closedChat1. An agent informs to a client that the chat will be closed. 2. A tabulation is set when this chat is closed. 3. The chat is closed.
Chat finishedagentEntered, closedChat1. An agent ensters in a chat (taking it from the queue, for example). 2. The chat is closed.
Chat creation

createdChat

Exemplo: 1. Created by an agent. It doesn’t have interaction with a flow.
Chat creation

createdChat, receivedAllMessage

Exemplo: 1. The customer creates a new attendance and sent a message to the chat. 2. After creation there is flow interaction.
Chat creation

createdChat, receivedAllMessage, startedAutomationFlow

Exemplo: 1. The customer create a new chat. 2. The customer sends a message. 3. A flow was initialized in the chat.
Chat finished

startedAutomationFlow, receivedAllMessage, finishedAutomationFlow, closedChat

Exemplo: 1. An output flow with a feedback action is executed. 2. The customer answers the feedback. 3. The chat is closed.
Chat finished

sendedAllMessage, closedChat

Exemplo: 1. An agent informs to a client that the chat will be closed. 2. A tabulation is set when this chat is closed. 3. The chat is closed.
Chat finished

agentEntered, closedChat

Exemplo: 1. An agent ensters in a chat (taking it from the queue, for example). 2. The chat is closed.

Note: Consider that the events only will be notified if they were marked in the webhook settings of Huggy platform.

Understanding the Event Format

Notice that messages is an array and can contain various objects.

{
    "time": 1562964573,
    "messages": {
        "createdChat": [
            {
                "id": 19632057,
                "channel": "widget",
                "situation": null,
                "department": false,
                "customer": {
                    "id": 2574725,
                    "name": "L8883851555530376861",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "company": {
                    "id": "15691"
                }
            }
        ],
        "receivedMessage": [
            {
                "id": "424921135",
                "body": "Hello, Kivya!",
                "is_internal": false,
                "is_email": false,
                "sender": {
                    "id": 2574725,
                    "name": "L8883851555530376861",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "senderType": "widget",
                "receiver": false,
                "receiverType": "agent",
                "file": null,
                "channel": "widget",
                "customer": {
                    "id": 2574725,
                    "name": "L8883851555530376861",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "chat": {
                    "id": 19632057,
                    "channel": "widget",
                    "situation": "auto",
                    "department": false,
                    "customer": {
                        "id": 2574725,
                        "name": "L8883851555530376861",
                        "mobile": null,
                        "phone": null,
                        "email": null,
                        "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                    }
                },
                "send_at": "2019-07-12 17:49:33",
                "read_at": null,
                "company": {
                    "id": "15691"
                }
            }
        ]
    },
    "token": "8187ce0c2e5d0aefd626fa4999f62974"
}
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Note: This action was executed with the receivedAllMessages event disabled in Huggy platform. If this event was selected, you would receive the notifications of createdChat, receivedAllMessage, receivedMessage. The chat is only created when the customer sends the first message or when an agent opens a chat with a customer, but in this case only the createdChat and the receivedMessage events are triggered. The receivedAllMessage is started regardless of being automatic messages.

Event Properties

PropertiesTypeDescription
timeintegercoming soon
messagesarray[Message]An array that return webhook events.
createdChatCreatedChatContains data of creating chat
receivedMessageReceivedMessageContains data of received message
tokenstringcoming soon
time integer

Exemplo: coming soon
messages array[Message]

Exemplo: An array that return webhook events.
createdChat CreatedChat

Exemplo: Contains data of creating chat
receivedMessage ReceivedMessage

Exemplo: Contains data of received message
token string

Exemplo: coming soon

createdChat

PropertiesTypeDescription
idintegerChat itendifier number
channelstringChannel that the customer has contacted
situationstringIn attendance, in queue, finalized etc
departmentstringChat department
customerCustomerData customer
companyCompanyData customer
id integer

Chat itendifier number
channel string

Channel that the customer has contacted
situation string

In attendance, in queue, finalized etc
department string

Chat department
customer Customer

Data customer
company Company

Data customer

Customer

PropertiesTypeDescription
idintegerChat itendifier number
namestringContact name
mobilestringContact mobile
phonestringContact phone
emailstringContact email
photostringContact photo
id integer

Exemplo: Chat itendifier number
name string

Exemplo: Contact name
mobile string

Exemplo: Contact mobile
phone string

Exemplo: Contact phone
email string

Exemplo: Contact email
photo string

Exemplo: Contact photo

Company

PropertiesTypeDescription
idintegerCompany ID that the chat was create
id integer

Company ID that the chat was create

receivedMessage

PropertiesTypeDescription
idintegerContact ID
bodystringMessage sent by customer
is_internalstringIf the message was sent to an internal chat
is_emailstringIf the message was received by email
senderSendermessage sender data
senderTypestringChannel that the customer has contacted
receiverstringContact name
receiverTypestringType of person that receiving the message. For example: Agent, Contact.
filestringIf was sent some file.
channelstringUsed channel.
customerCustomerCustomer data.
chatChatData chat information.
send_atstringReceived message date.
read_atstringLast reading date.
id integer

Exemplo: Contact ID
body string

Exemplo: Message sent by customer
is_internal string

Exemplo: If the message was sent to an internal chat
is_email string

Exemplo: If the message was received by email
sender Sender

Exemplo: message sender data
senderType string

Exemplo: Channel that the customer has contacted
receiver string

Exemplo: Contact name
receiverType string

Exemplo: Type of person that receiving the message. For example: Agent, Contact.
file string

Exemplo: If was sent some file.
channel string

Exemplo: Used channel.
customer Customer

Exemplo: Customer data.
chat Chat

Exemplo: Data chat information.
send_at string

Exemplo: Received message date.
read_at string

Exemplo: Last reading date.

Sender

PropertiesTypeDescription
idintegerContact ID
namestringContact name
mobilestringContact mobile
phonestringContact phone
emailstringContact email
photostringContact profile photo URL address
id integer

Exemplo: Contact ID
name string

Exemplo: Contact name
mobile string

Exemplo: Contact mobile
phone string

Exemplo: Contact phone
email string

Exemplo: Contact email
photo string

Exemplo: Contact profile photo URL address

Chat

PropertiesTypeDescription
idintegerContact ID
channelstringChannel name
situationstringIf the chat is in attendance, in queue, finalized, etc.
departmentstringChannel department number.
customerCustomerCustomer data.
id integer

Exemplo: Contact ID
channel string

Exemplo: Channel name
situation string

Exemplo: If the chat is in attendance, in queue, finalized, etc.
department string

Exemplo: Channel department number.
customer Customer

Exemplo: Customer data.

Example of received message

The receivedAllMessage event, in this example, is an event notified by the action of sending a message. The customer contacted the Kivya agent by Huggy Chat. There’s no automated events that happen after the customer contacts.

{
    "time": 1562879079,
    "messages": {
        "receivedAllMessage": [{
            "id": "423747203",
            "body": "Hello Kivya, how are you?",
            "is_internal": false,
            "is_email": false,
            "sender": {
                "id": 2574725,
                "name": "L8883851555530376861",
                "mobile": null,
                "phone": null,
                "email": null,
                "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
            },
            "senderType": "widget",
            "receiver": {
                "id": 39708,
                "name": "Kivya",
                "mobile": "5575999999999",
                "phone": "5575999999999",
                "email": "kivya@test.com",
                "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
            },
            "receiverType": "agent",
            "file": null,
            "channel": "widget",
            "customer": {
                "id": 2574725,
                "name": "L8883851555530376861",
                "mobile": null,
                "phone": null,
                "email": null,
                "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
            },
            "chat": {
                "id": 19585255,
                "channel": "widget",
                "situation": "in_chat",
                "department": false,
                "customer": {
                    "id": 2574725,
                    "name": "L8883851555530376861",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                }
            },
            "send_at": "2019-07-11 18:04:39",
            "read_at": null,
            "company": {
                "id": "15691"
            }
        }]
    },
    "token": "8817ce0c2e5d0aefd626fa4989f63974"
}
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To improve your event browsing experience, you can click in any event above, or click on title of any event for back to the event lists.

receivedMessage

Received message notification

Huggy sends a notification to your system whenever a message is received.

{
    "time": 1524155854,
    "messages": {
        "receivedMessage": [
            {
                "id": "51917884",
                "body": "teste",
                "is_internal": false,
                "is_email": false,
                "sender": {
                    "id": 419689,
                    "name": "Charles",
                    "mobile": "557599999999",
                    "phone": "557599999999",
                    "email": "charles@teste.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "senderType": "widget",
                "receiver": false,
                "receiverType": "agent",
                "file": null,
                "channel": "widget",
                "customer": {
                    "id": 419689,
                    "name": "Charles",
                    "mobile": "557599999999",
                    "phone": "557533333333",
                    "email": "charles@teste.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "chat": {
                    "id": 2932424,
                    "channel": "widget",
                    "situation": "wait_for_chat",
                    "department": 11445
                },
                "send_at": "2018-04-19 13:37:34",
                "read_at": null,
                "company": {
                    "id": "6618"
                }
            }

        ]
    },
    "token": "132ce76c7abb1154f01ebc0d508162e4"
}
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Note: You will by communicated with a receivedMessage event when a chat is in queue or in automatic. If an agent queues a chat and you are notified with a event agentEntered, the option of automatic distribution will be enabled in panel. For clearer experience with webhook, make sure of this.

receivedAllMessage

Notification of all messages received and/or sent

Huggy sends a notification to your system whenever a message is received. Unlike the receivedMessage event, this event will be started regardless if the message is automatic (Bot, URA…) or no (from customer/agents).

{
    "time": 1524146026,
    "messages": {
        "receivedAllMessage": [
            {
                "id": "51917874",
                "body": "I!",
                "is_internal": false,
                "is_email": false,
                "sender": {
                    "id": 419688,
                    "name": "Johann",
                    "mobile": "557599999999",
                    "phone": "557533333333",
                    "email": "johann@test.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "senderType": "widget",
                "receiver": {
                    "id": 8792,
                    "name": "Kivya Aguiar",
                    "mobile": "557533333333",
                    "phone": "557599999999",
                    "email": "kivya@teste.com",
                    "photo": "https://cdn.pzw.io/03a3e95e84ccd5f19140ce6db54f71f1.jpg"
                },
                "receiverType": "agent",
                "file": null,
                "channel": "widget",
                "customer": {
                    "id": 419688,
                    "name": "Johann",
                    "mobile": "557599999999",
                    "phone": "557533333333",
                    "email": "johann@test.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "chat": {
                    "id": 2932423,
                    "channel": "widget",
                    "situation": "in_chat",
                    "department": 11445
                },
                "send_at": "2018-04-19 10:53:45",
                "read_at": null,
                "company": {
                    "id": "9999"
                }
            }
        ]
    },
    "token": "132ce76c7abb1154f01ebc0d508162e4"
}
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createdChat

Attendance opening notification

Huggy send a notification to your system whenever a chat is created.

{
    "time":1501188213,
    "messages":{
        "createdChat": [{
            "id": 999999,
            "channel": "widget",
            "situation": null,
            "department": false
        }],
        "token":"16f64ecc76487a909e278766071b4da8"
    }
}
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agentEntered

Agent entry notification to chat

Huggy sends a notification to your system whenever an agent is added to a conversation.

{
    "time": 1583439114,
    "messages": {
        "agentEntered": [
            {
                "id": 30608118,
                "channel": "email",
                "situation": "in_chat",
                "department": false,
                "customer": {
                    "id": 8341726,
                    "name": "Charles Edward",
                    "mobile": "75999999999",
                    "phone": "7533333333",
                    "email": "edward@teste.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "agent": {
                    "id": 40419,
                    "name": "John Doe",
                    "mobile": "5575999999999",
                    "phone": "5575999999999",
                    "email": "john@doe.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "company": {
                    "id": "15691"
                }
            }
        ]
    },
    "token": "8817ce0c2e5d0aefd626fa4999f62974"
}
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closedChat

Chat notification ended

Huggy sends a notification to your system whenever a chat ends.

{
    "time": 1583439671,
    "messages": {
        "closedChat": [
            {
                "id": 30608118,
                "channel": "email",
                "closed_at": "2020-03-05 17:21:10",
                "tabulation": false,
                "situation": "finishing",
                "closed": 1,
                "company": {
                    "id": "15691"
                }
            }
        ]
    },
    "token": "8817ce0c2e5d0aefd626fa4999f62974"
}
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createdCustomer

Contact creation notification

Huggy sends a notification to your system whenever a new contact (Customer) is created.

{
    "time": 1524151261,
    "messages": {
        "createdCustomer": [
            {
                "id": 1202213,
                "name": "John Doe",
                "mobile": "5575999999999",
                "phone": "557533333333",
                "email": "john@doe.com",
                "photo": "no_photo",
                "company": {
                    "id": "9999"
                }
            }
        ]
    },
    "token": "132ce76c7abb1154f01ebc0d5081xxxx"
}
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startedWidgetAttendance

Notification of new event by Huggy Chat

Huggy sends a notification to your system whenever an attendance is created by Huggy Chat.

{
    "time": 1524151902,
    "messages": {
        "startedWidgetAttendance": [
            {
                "id": 18516008,
                "name": "Charles",
                "mobile": "557599999999",
                "phone": "557533333333",
                "email": "charles@teste.com",
                "widget": "2008",
                "company": {
                    "id": "9999"
                }
            }
        ]
    },
    "token": "132ce76c7abb1154f01ebc0d508162e4"
}
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startedAutomationFlow

Notification that flow has started

Huggy sends a notification to your system whenever a flow is initialized.

{
    "time": 1530109996,
    "messages": {
        "startedAutomationFlow": [
            {
                "chatID": 99999,
                "lastActionID": 99999,
                "companyID": "99999",
                "flowID": 99999,
                "context": {
                    "SYSTEM.TIME_HELLO": "Good Morning",
                    "SYSTEM.CHAT_ID": "99999",
                    "SYSTEM.DEPARTMENT_NAME": "",
                    "SYSTEM.DEPARTMENT_ORDER": "",
                    "SYSTEM.CLIENT_NAME": "",
                    "SYSTEM.CLIENT_FIRST_NAME": "",
                    "SYSTEM.CLIENT_SECOND_NAME": "",
                    "SYSTEM.CLIENT_NUMBER": "",
                    "SYSTEM.COMPANY_NAME": "Test",
                    "SYSTEM.COMPANY_NUMBER": "9999999999",
                    "SYSTEM.AGENT_NAME": "",
                    "SYSTEM.AGENT_MAIL": "",
                    "SYSTEM.AGENT_PHONE": ""
                },
                "company": {
                    "id": "99999"
                }
            }
        ]
    },
    "token": "871457dcsvffe7d7d4177e47fr4d4sd74"
}
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finishedAutomationFlow

Flow notification finalized

Huggy sends a notification to your system whenever a flow is finalized.

{
    "time": 1530110012,
    "messages": {
        "finishedAutomationFlow": [
            {
                "chatID": 99999,
                "lastActionID": 99999,
                "companyID": "99999",
                "flowID": 99999,
                "context": {
                    "SYSTEM.TIME_HELLO": "bom dia",
                    "SYSTEM.CHAT_ID": "99999",
                    "SYSTEM.DEPARTMENT_NAME": "",
                    "SYSTEM.DEPARTMENT_ORDER": "",
                    "SYSTEM.CLIENT_NAME": "",
                    "SYSTEM.CLIENT_FIRST_NAME": "",
                    "SYSTEM.CLIENT_SECOND_NAME": "",
                    "SYSTEM.CLIENT_NUMBER": "",
                    "SYSTEM.COMPANY_NAME": "Teste",
                    "SYSTEM.COMPANY_NUMBER": "9999999999",
                    "SYSTEM.AGENT_NAME": "",
                    "SYSTEM.AGENT_MAIL": "",
                    "SYSTEM.AGENT_PHONE": "",
                    "hash_fluxo.pergunta": "Response"
                },
                "company": {
                    "id": "99999"
                }
            }
        ]
    },
    "token": "871458dcsvffe7d7d4177e47fr4d4sd74"
}
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sendedAllMessage

Notification of message send by Huggy platform

Huggy sends a notification to your system whenever a message is sent by an agent of your company.

{
    "time": 1563279612,
    "messages": {
        "sendedAllMessage": [
            {
                "id": "270925787",
                "body": "Yes, let's go!",
                "is_internal": false,
                "is_email": false,
                "sender": {
                    "id": 33980,
                    "name": "Amanda Muniz",
                    "mobile": "557599999999",
                    "phone": "557533333333",
                    "email": "Amanda@test.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "senderType": "agent",
                "receiver": {
                    "id": 1841823,
                    "name": "John",
                    "mobile": "557599999999",
                    "phone": "557533333333",
                    "email": "john@doe.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "receiverType": "widget",
                "file": null,
                "channel": "agent",
                "customer": {
                    "id": 1841823,
                    "name": "john",
                    "mobile": "557599999999",
                    "phone": "557533333333",
                    "email": "john@doe.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "chat": {
                    "id": 13120639,
                    "channel": "widget",
                    "situation": "in_chat",
                    "department": false,
                    "customer": {
                        "id": 1841823,
                        "name": "john",
                        "mobile": "557599999999",
                        "phone": "557533333333",
                        "email": "john@doe.com",
                        "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                    }
                },
                "send_at": "2019-07-16 09:20:11",
                "read_at": null,
                "company": {
                    "id": "11721"
                }
            }
        ]
    },
    "token": "af0adcc862a9343c1d44e24cbdc0194c"
}
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updatedWorkflowStep

Notification of changes in the workflow step

Huggy sends a notification to your system whenever there are changes in the workflow step of the chat.

{
    "time": 1612806064,
    "messages": {
        "updatedWorkflowStep": [
            {
                "agent": {
                    "id": 40419,
                    "name": "John Doe",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "chat": {
                    "id": 31155221,
                    "channel": "widget",
                    "situation": "in_chat",
                    "department": false,
                    "customer": {
                        "id": 4362755,
                        "name": "L4732015503367501516",
                        "mobile": null,
                        "phone": null,
                        "email": null,
                        "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                    },
                    "workflowID": 6074,
                    "workflowStepID": 7611
                },
                "step": {
                    "id": 7611,
                    "name": "etapa 2",
                    "workflow": {
                        "id": 6074,
                        "name": "Workflow of test"
                    }
                },
                "previousStep": {
                    "id": 7610,
                    "name": "etapa 1",
                    "workflow": {
                        "id": 6074,
                        "name": "Workflow of test"
                    }
                },
                "company": {
                    "id": 11721
                }
            }
        ]
    },
    "token": "9aee897289bd0576d6e49adf97dad96c"
}
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← Webhook SMS →