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 notification	Description
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

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

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

Action	Notification	Note
Chat creation	createdChat	1. Created by an agent. It doesn’t have interaction with a flow.
Chat creation	createdChat, receivedAllMessage	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	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	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	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	1. 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

Properties	Type	Description
time	integer	coming soon
messages	array[Message]	An array that return webhook events.
createdChat	CreatedChat	Contains data of creating chat
receivedMessage	ReceivedMessage	Contains data of received message
token	string	coming 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

Properties	Type	Description
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

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

Properties	Type	Description
id	integer	Chat itendifier number
name	string	Contact name
mobile	string	Contact mobile
phone	string	Contact phone
email	string	Contact email
photo	string	Contact 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

Properties	Type	Description
id	integer	Company ID that the chat was create

id integer

Company ID that the chat was create

receivedMessage

Properties	Type	Description
id	integer	Contact ID
body	string	Message sent by customer
is_internal	string	If the message was sent to an internal chat
is_email	string	If the message was received by email
sender	Sender	message sender data
senderType	string	Channel that the customer has contacted
receiver	string	Contact name
receiverType	string	Type of person that receiving the message. For example: Agent, Contact.
file	string	If was sent some file.
channel	string	Used channel.
customer	Customer	Customer data.
chat	Chat	Data chat information.
send_at	string	Received message date.
read_at	string	Last 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

Properties	Type	Description
id	integer	Contact ID
name	string	Contact name
mobile	string	Contact mobile
phone	string	Contact phone
email	string	Contact email
photo	string	Contact 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

Properties	Type	Description
id	integer	Contact ID
channel	string	Channel name
situation	string	If the chat is in attendance, in queue, finalized, etc.
department	string	Channel department number.
customer	Customer	Customer 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.

Received messages notification

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

Notification of received message

The Huggy sends to your system a notification 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

The Huggy send to your system a notification 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

Open attendance notification

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

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

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createdCustomer

Contact creation notification

The 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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agentEntered

Agent entry notification to chat

The 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

The 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

Notificação de criação de contato

The 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 od new event by Huggy Chat

The Huggy send to your system a notification 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

The Huggy send to your system a notification 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

The Huggy send to your system a notification 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

The Huggy send to your system a notification 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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← API v3 Webhook SMS →

# Webhook

# Notifications

# Variations on events

# Some notification examples

# Understanding the Event Format

# Event Properties

# createdChat

# Customer

# Company

# receivedMessage

# Sender

# Chat

# Received messages notification

# receivedMessage

# Notification of received message

# receivedAllMessage

# Notification of all messages received and/or sent

# createdChat

# Open attendance notification

# createdCustomer

# Contact creation notification

# agentEntered

# Agent entry notification to chat

# closedChat

# Chat notification ended

# createdCustomer

# Notificação de criação de contato

# startedWidgetAttendance

# Notification od new event by Huggy Chat

# startedAutomationFlow

# Notification that flow has started

# finishedAutomationFlow

# Flow notification finalized

# sendedAllMessage

# Notification of message send by Huggy platform

Webhook

Notifications

Variations on events

Some notification examples

Understanding the Event Format

Event Properties

createdChat

Customer

Company

receivedMessage

Sender

Chat

Received messages notification

receivedMessage

Notification of received message

receivedAllMessage

Notification of all messages received and/or sent

createdChat

Open attendance notification

createdCustomer

Contact creation notification

agentEntered

Agent entry notification to chat

closedChat

Chat notification ended

createdCustomer

Notificação de criação de contato

startedWidgetAttendance

Notification od new event by Huggy Chat

startedAutomationFlow

Notification that flow has started

finishedAutomationFlow

Flow notification finalized

sendedAllMessage

Notification of message send by Huggy platform