Huggy

Webhook

Webhook allows you to capture actions on the Huggy platform and forward event notifications directly to your system. You can be notified about:

  • When chats are opened and closed;
  • Contact cretion;
  • Messages received from your contacts;
  • Platform messages coming from agents, bots, IVR, and other system entities.

Authentication

You can use Huggy's Webhook in two ways: by default panel configuration or by using Huggy's application framework.

To use the default setting, log on to the platform and go to Settings > Webhook.

When you enter or update the URL of your system, Huggy will send a POST request in the following format:

{
    "token":"380c4e7399999999999999999999d354",
    "validToken":true
}
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To successfully complete the authentication process, your system must send a new request to Huggy containing the explicit token.

Once you have done this, just choose the events that you want to be notified about.

✔️ See a practical implementation of this kind of authentication using Google Apps Script.

Huggy's application framework also allows you to forward event notifications to different systems simultaneously. To use it, you must run the API v3 authentication flow.

Log in to the platform, go to Settings > Your Apps and add an app.

Once the application is authenticated, add your system URL for Webhook events to be forwarded.

✔️ Check out a practical solution for performing the authentication process using a customized and intuitive interface.

Notifications

Listed below are the Webhook events. All of them can be selected on the Huggy platform, so choose the ones relevant to the experience you intend to create.

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
startedChatWhen a chat is created by any channel
createdChatDeprecated
agentEnteredWhen the agent joins the conversation
closedChatWhen a chat ends
answeredChatFormDeprecated
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
sentAllMessageAll messages sent by an agent
updatedWorkflowStepWhen there is a change in the workflow step of the chat
leftQueueWhen a chat leaves the queue
agentChangedStatusWhen an agent updates the status
updatedCustomerWhen a contact is updated
newInternalMessageWhen an internal message is sent
asyncExportDataWhen data is exported
updatedChatDepartmentWhen the chat department is updated
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
startedChat

When a chat is created by any channel
createdChat

Deprecated
agentEntered

When the agent joins the conversation
closedChat

When a chat ends
answeredChatForm

Deprecated
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
sentAllMessage

All messages sent by an agent
updatedWorkflowStep

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

When a chat leaves the queue
agentChangedStatus

When an agent updates the status
updatedCustomer

When a contact is updated
newInternalMessage

When an internal message is sent
asyncExportData

When data is exported
updatedChatDepartment

When the chat department is updated

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.

Context variable processing

Huggy uses a collection of predefined context variables that can be used directly in Flow actions, such as Send Message, Conditional, Question actions, among others.

These variables are created during Flow execution, and this behavior directly impacts the data that will be displayed in the payload of events that your organization is tracking. It is important to understand how context variables are created so that there are no doubts about their functioning. Whenever a Flow is executed, the variables are recreated and to better illustrate this operation, let's take the following example:

We assume that your organization is tracking the startedAutomationFlowEvent and finishedAutomationFlowEvent events. It's easy to understand that when the service is created, the chat context will have no agent information until an agent catches the service. Therefore, the startedAutomationFlowEvent event will not have Agent information, even though the predefined variables linked to agent information are present in Flow actions. Still using the same example, when a chat is finished, you may notice that your organization will receive notifications for both events, however, this time, the chat context already has the information and variables when recreated for the finishedAutomationFlowEvent event, will receive the corresponding values.

Creation of context variables at the beginning of the service


























 
 





































 
 

 









{
  "time": 1709256108,
  "messages": {
    "startedAutomationFlow": [
      {
        "chatID": 214570,
        "companyID": "1",
        "flowID": 70582,
        "flowToken": "eb72feea-f7d1-3096-b53f-0t276bd58f03",
        "context": {
          "SYSTEM.TIME_HELLO": "Welcome",
          "SYSTEM.CHAT_ID": 214570,
          "SYSTEM.CHAT_CREATED_DATE": "2024-02-29 22:21:47",
          "SYSTEM.DEPARTMENT_NAME": "Without department",
          "SYSTEM.DEPARTMENT_ORDER": null,
          "SYSTEM.CLIENT_NAME": "Charles",
          "SYSTEM.CLIENT_FIRST_NAME": "Charles",
          "SYSTEM.CLIENT_SECOND_NAME": "",
          "SYSTEM.CLIENT_NUMBER": "+551199999999",
          "SYSTEM.CLIENT_EMAIL": "charles@webster.com",
          "SYSTEM.CLIENT_ORGANIZATION_ID": null,
          "SYSTEM.CLIENT_ORGANIZATION_NAME": null,
          "SYSTEM.COMPANY_NAME": "Huggy Testing",
          "SYSTEM.COMPANY_NUMBER": "5511999995555",
          "SYSTEM.AGENT_NAME": null,
          "SYSTEM.AGENT_MAIL": null,
          "SYSTEM.AGENT_PHONE": null,
          "SYSTEM.QUEUE_POSITION": "",
          "SYSTEM.WORKFLOW_ID": null,
          "SYSTEM.WORKFLOW_STEP_ID": null,
          "SYSTEM.CURRENT_MESSAGE": "Hello John"
        },
        "company": {
          "id": 1
        }
      }
    ],
    "finishedAutomationFlow": [
      {
        "chatID": 214570,
        "companyID": "1",
        "flowID": 70582,
        "flowToken": "eb72feea-f7d1-3096-b53f-0t276bd58f03",
        "context": {
          "SYSTEM.TIME_HELLO": "Welcome",
          "SYSTEM.CHAT_ID": 214570,
          "SYSTEM.CHAT_CREATED_DATE": "2024-02-29 22:21:47",
          "SYSTEM.DEPARTMENT_NAME": "Without department",
          "SYSTEM.DEPARTMENT_ORDER": null,
          "SYSTEM.CLIENT_NAME": "Charles",
          "SYSTEM.CLIENT_FIRST_NAME": "Charles",
          "SYSTEM.CLIENT_SECOND_NAME": "",
          "SYSTEM.CLIENT_NUMBER": "+551199999999",
          "SYSTEM.CLIENT_EMAIL": "charles@webster.com",
          "SYSTEM.CLIENT_ORGANIZATION_ID": null,
          "SYSTEM.CLIENT_ORGANIZATION_NAME": null,
          "SYSTEM.COMPANY_NUMBER": "5511999995555",
          "SYSTEM.AGENT_PHONE": null,
          "SYSTEM.QUEUE_POSITION": "",
          "SYSTEM.WORKFLOW_ID": null,
          "SYSTEM.WORKFLOW_STEP_ID": null,
          "SYSTEM.CURRENT_MESSAGE": "Oganization Id: 1\nOrganization name: Huggy Testing\n",
          "huggy.chat.agent.id": null,
          "huggy.chat.agent.name": null,
          "huggy.chat.agent.email": null,
          "huggy.chat.company.id": 1,
          "huggy.chat.company.name": "Huggy Testing"
        },
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "5e8b9943da099dbd05c53c48662c21ab"
}
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Note: The service is created, both events are triggered, but the service context does not yet have an agent.

Recreation of context variables at the end of the service






























 
 



































 
 

 









{
  "time": 1709256136,
  "messages": {
    "startedAutomationFlow": [
      {
        "chatID": 214570,
        "companyID": "1",
        "flowID": 70582,
        "flowToken": "eb72feea-f7d1-3096-b53f-0t276bd58f03",
        "context": {
          "SYSTEM.TIME_HELLO": "Welcome",
          "SYSTEM.CHAT_ID": 214570,
          "SYSTEM.CHAT_CREATED_DATE": "2024-02-29 22:21:47",
          "SYSTEM.DEPARTMENT_NAME": "Without department",
          "SYSTEM.DEPARTMENT_ORDER": null,
          "SYSTEM.CLIENT_NAME": "Charles",
          "SYSTEM.CLIENT_FIRST_NAME": "Charles",
          "SYSTEM.CLIENT_SECOND_NAME": "",
          "SYSTEM.CLIENT_NUMBER": "+5511999999999",
          "SYSTEM.CLIENT_EMAIL": "charles@webster.com",
          "SYSTEM.CLIENT_ORGANIZATION_ID": null,
          "SYSTEM.CLIENT_ORGANIZATION_NAME": null,
          "SYSTEM.COMPANY_NUMBER": "5511999995555",
          "SYSTEM.AGENT_PHONE": null,
          "SYSTEM.QUEUE_POSITION": "",
          "SYSTEM.WORKFLOW_ID": null,
          "SYSTEM.WORKFLOW_STEP_ID": null,
          "SYSTEM.CURRENT_MESSAGE": "Organization Id: 1\nOrganization name: Huggy Testing\n",
          "huggy.chat.agent.id": null,
          "huggy.chat.agent.name": null,
          "huggy.chat.company.id": 1,
          "huggy.chat.agent.email": null,
          "huggy.chat.company.name": "Huggy Testing"
        },
        "company": {
          "id": 1
        }
      }
    ],
    "finishedAutomationFlow": [
      {
        "chatID": 214570,
        "companyID": "1",
        "flowID": 70582,
        "flowToken": "eb72feea-f7d1-3096-b53f-0t276bd58f03",
        "context": {
          "SYSTEM.TIME_HELLO": "Welcome",
          "SYSTEM.CHAT_ID": 214570,
          "SYSTEM.CHAT_CREATED_DATE": "2024-02-29 22:21:47",
          "SYSTEM.DEPARTMENT_NAME": "Without department",
          "SYSTEM.DEPARTMENT_ORDER": null,
          "SYSTEM.CLIENT_NAME": "Charles",
          "SYSTEM.CLIENT_FIRST_NAME": "Charles",
          "SYSTEM.CLIENT_SECOND_NAME": "",
          "SYSTEM.CLIENT_NUMBER": "+551199999999",
          "SYSTEM.CLIENT_EMAIL": "charles@webster.com",
          "SYSTEM.CLIENT_ORGANIZATION_ID": null,
          "SYSTEM.CLIENT_ORGANIZATION_NAME": null,
          "SYSTEM.COMPANY_NUMBER": "551199995555",
          "SYSTEM.AGENT_PHONE": null,
          "SYSTEM.QUEUE_POSITION": "",
          "SYSTEM.WORKFLOW_ID": null,
          "SYSTEM.WORKFLOW_STEP_ID": null,
          "SYSTEM.CURRENT_MESSAGE": "Organization Id: 1\nOrganization name: Huggy Testing\n",
          "huggy.chat.agent.id": 40419,
          "huggy.chat.agent.name": "John Doe",
          "huggy.chat.company.id": 1,
          "huggy.chat.agent.email": "john@doe.com",
          "huggy.chat.company.name": "Huggy Testing"
        },
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "5e8b9943da099dbd05c53c48662c21ab"
}
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Note: The service is finished, both events are triggered and the service context has agent information that will be linked to the event corresponding to the end of the chat.

Practical examples

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 creationstartedChat1. Created by an agent. It doesn’t have interaction with a Flow.
Chat creationstartedChat, receivedAllMessage1. The customer creates a new attendance and sent a message to the chat. 2. After creation there is Flow interaction.
Chat creationstartedChat, receivedAllMessage, startedAutomationFlow1. The customer creates 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 finishedsentAllMessage, 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 enters in a chat (taking it from the queue, for example). 2. The chat is closed.
Chat creation

startedChat

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

startedChat, 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

startedChat, receivedAllMessage, startedAutomationFlow

Exemplo: 1. The customer creates 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

sentAllMessage, 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 enters 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": 1631130946,
    "messages": {
        "startedChat": [
            {
                "id": 171789,
                "situation": "auto",
                "channel": {
                    "id": 19507,
                    "uuid": "7b1413d6-2e67-43f8-a015-0542c62f7854",
                    "name": "Huggy Chat"
                },
                "department": null,
                "contact": {
                    "id": 169163,
                    "name": "John Doe",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "pipe": null,
                "company": {
                    "id": 3526
                }
            }
        ],
        "receivedMessage": [
            {
                "id": 931354,
                "body": "Olá",
                "is_internal": false,
                "is_email": false,
                "sender": {
                    "id": 633,
                    "name": "John Doe",
                    "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": 633,
                    "name": "John Doe",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                },
                "chat": {
                    "id": 171789,
                    "channel": "widget",
                    "situation": "wait_for_chat",
                    "department": false,
                    "customer": {
                        "id": 633,
                        "name": "John Doe",
                        "mobile": null,
                        "phone": null,
                        "email": null,
                        "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
                    },
                    "workflowID": null,
                    "workflowStepID": null
                },
                "send_at": "2021-09-08 16:55:44",
                "read_at": null,
                "company": {
                    "id": 3526
                }
            }
        ]
    },
    "token": "3024b31r97d4b1b19c5fe513d85d7bb3"
}
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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 startedChat, 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 startedChat 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.
startedChatStartedChatContains 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.
startedChat StartedChat

Exemplo: Contains data of creating chat
receivedMessage ReceivedMessage

Exemplo: Contains data of received message
token string

Exemplo: coming soon

startedChat

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

Chat itendifier number
situation string

In attendance, in queue, finalized etc
channel string

Channel that the customer has contacted
department string

Chat department
contact Customer

Data customer
company Company

Data company

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.

Message format

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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startedChat

Attendance opening notification

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

{
    "time": 1631107925,
    "messages": {
        "startedChat": [
            {
                "id": 171780,
                "situation": "auto",
                "channel": {
                    "id": 101,
                    "uuid": "298745b9-6af7-4e8b-a2t6-719b6b9b9ddd",
                    "name": "Huggy Agent",
                    "type": "Email"
                },
                "department": null,
                "contact": {
                    "id": 566,
                    "name": "John Doe",
                    "mobile": "5511999999999",
                    "phone": "5511999999999",
                    "email": "john@doe.com",
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
                    "custom_fields": {
                        "profession": null
                    }
                },
                "pipe": null,
                "company": {
                    "id": 3526
                }
            }
        ]
    },
    "token": "3124b32e97d3b1b09c5fe513d95d6bb1"
}
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⚠️ This event replaces the old createdChat.

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": 1722277423,
  "messages": {
    "createdCustomer": [
      {
        "id": 217806,
        "name": "John Doe",
        "mobile": null,
        "phone": null,
        "email": null,
        "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
        "custom_fields": {},
        "organizations": [
          {
            "id": 16146,
            "name": "DCS - Brasil"
          }
        ],
        "groups": [
          {
            "id": 12,
            "name": "DCS"
          }
        ],
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "e45c51f6c888f21c9d3fa645dd3e8233"
}
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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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sentAllMessage

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": {
        "sentAllMessage": [
            {
                "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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leftQueue

Notification of chats leaving the queue

Huggy sends a notification to your system whenever a chat leaves the queue.

{
    "time": 1642602560,
    "messages": {
        "leftQueue": [
            {
                "id": 92340841,
                "situation": "in_chat",
                "agent": {
                    "id": 40419
                },
                "channel": {
                    "id": 50,
                    "uuid": "dfab45f1-a203-3ffe-ie44-2fafa6c88476",
                    "name": "John Doe"
                },
                "department": null,
                "contact": {
                    "id": 37427857,
                    "name": "Customer",
                    "mobile": null,
                    "phone": null,
                    "email": null,
                    "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
                    "custom_fields": {
                        "teste_customer": null,
                        "ultimo_endereco_customer": null
                    }
                },
                "pipe": null,
                "company": {
                    "id": 15693
                }
            }
        ]
    },
    "token": "afb63a5e1abreece89f1c80acb1686ac"
}
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agentChangedStatus

Notification of agent status update

Huggy sends a notification to your system whenever an agent updates the status.

{
    "time": 1644341895,
    "messages": {
        "agentChangedStatus": [
            {
                "id": 40419,
                "name": "John Doe",
                "mobile": "75999999999",
                "phone": "7533333333",
                "email": "john@doe.com",
                "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
                "isActive": true,
                "isOnline": true,
                "isAvailable": true,
                "statusID": null,
                "origin": "manually",
                "company": {
                    "id": 15693
                }
            }
        ]
    },
    "token": "afb53a5e1abeeece89f1c80arb1686ab"
}
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updatedCustomer

Notification of updated contact

Huggy sends a notification to your system whenever a contact is updated.

{
  "time": 1722277720,
  "messages": {
    "updatedCustomer": [
      {
        "id": 217806,
        "name": "John Doe",
        "mobile": null,
        "phone": null,
        "email": null,
        "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
        "custom_fields": {},
        "organizations": [
          {
            "id": 16146,
            "name": "DCS - Brasil"
          }
        ],
        "groups": [
          {
            "id": 12,
            "name": "Grupo PHP 8"
          }
        ],
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "e45c51f6c888f21c9d2fa645dd3e8233"
}
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newInternalMessage

Internal message notification

Huggy sends a notification to your system whenever an internal message is sent in the chat.

{
  "time": 1708370297,
  "messages": {
    "newInternalMessage": [
      {
        "id": 1288613,
        "body": "Testing internal message",
        "is_internal": true,
        "is_email": false,
        "sender": {
          "id": 49851,
          "name": "John Doe",
          "mobile": "5511999999999",
          "phone": "551133333333",
          "email": "john@doe.com",
          "photo": "https://panel-testing-panelback-php8-cdn-origin.s3.amazonaws.com/9d2149754d95b7c9db8e7b8cffa147a1.png",
          "isActive": true,
          "isOnline": true,
          "isAvailable": true,
          "statusID": null,
          "statusType": 1
        },
        "senderType": "agent",
        "receiver": {
          "id": 213955,
          "name": "Igor",
          "mobile": null,
          "phone": null,
          "email": null,
          "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
          "custom_fields": []
        },
        "receiverType": "telegram_bot",
        "file": null,
        "chat": {
          "id": 214420,
          "channel": "telegram_bot",
          "situation": "in_chat",
          "department": false,
          "customer": {
            "id": 213955,
            "name": "Igor",
            "mobile": null,
            "phone": null,
            "email": null,
            "photo": "https://c.pzw.io/img/avatar-user-boy.jpg",
            "custom_fields": []
          },
          "workflowID": null,
          "workflowStepID": null
        },
        "send_at": "2024-02-19 16:18:17",
        "read_at": null,
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "5e8b9943da099dbd05c53c47662c31ab"
}
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asyncExportData

Data export notification

Huggy sends a notification to your system whenever data has been exported and the file is ready for download.

{
  "time": 1712088961,
  "messages": {
    "asyncExportData": [
      {
        "fileUrl": "https://huggy-svc-async-report-export-origin.s3.us-east-1.amazonaws.com/f0d26a4643322175e5c790adb0338080/1712088961066.csv?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Content-Sha256=UNSIGNED-PAYLOAD&X-Amz-Credential=ASIATZF2FY5UGDNIS6EW%2F20240402%2Fus-east-1%2Fs3%2Faws4_request&X-Amz-Date=20240402T201601Z&X-Amz-Expires=3600&X-Amz-Security-Token=IQoJb3JpZ2luX2VjED0aCXVzLWVhc3QtMSJHMEUCIDpWn5ZGpY97PP0yKwr2cKuU2cXoeNeaOLXeEXDlwkDWAiEA3i64g0LJgQo2IRQ75sc4o08s%2BFVDpU%2B5qnSyaNtJW40qrwMIZRADGgwyNjAyMzU5NzA0MDgiDAOuoJw4W71ERKlkDiqMA43o1%2F2u%2BWpvWW%2FE4bteL2hPhikZ6gLnJIFO583bTJp4IXG9sIqSRTa8fdcnloqtxs%2FS3k3QTt4SKpj2I3hoV9jJN2IFPYRQq5IokxZEv3wb7v%2BbsT8LQ2R7C5kWRQRhoomCXZidpwb9IpqShHtFbdp2V4vtb6KXY6Orhi%2FsFpmdWRb7WexKqm6vK9ixUAmQqsU8Bw0Zvvc6yHc%2Bofk%2FiFqPylpzNPF2udV0ugInut8Xr7MXd1i2C%2Fg7MzLzMeVsDNGQdh4Krz6Qqiqm61jGuO5ZwkCVOR62YlMJe3uCA%2FD1ES58gKkELlMqfhagALdmtb9rzYqBovKvVZbY3ctQdXeuVVjfFubO6b3EGkX1pkvxbnN86v2QkVcPqG76QCaEnCBUcq2S3No%2F8wB2aNiMQv%2BxI1j%2BE7Jr7FKuGNY7p9n6gBj07I0lxT2tq6iNS8LmXxAKh46HGTsxXaRCT8qKpj8sBGrfIP61YYy33wLfwfUy%2BJygqb13ZV1Sz4KkAGZKG2gl4kRTGUZrsmidiDC6y7GwBjqdAU3xM7ZJTC3SK3CDWLk%2BCRE73ReHOW6y6bf2XkzYHeymkHbzlaJoNv4Ov74jbr%2BtTYucpiH2w8ngP2%2BDvoffF%2FQnkObGAb86goh%2F%2FkCwJ0VO8ajyOj5DLLG%2B5TpKh8NlQztVmkfXKUKhQE%2BcD6YesnapQsqYuQ7F6xwDJQC3wMZUeFEF9bR%2BtIDiFbGWes%2B4Ie%2BxMrTUWchfXb0bXVE%3D&X-Amz-Signature=d373a09c505d3bff4f09cc3779ad00fb6498662dc6a928816779fa9c76a0357b&X-Amz-SignedHeaders=host&x-id=GetObject",
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "64735a5ae8fa14344c8acfd220ff25bf"
}
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updatedChatDepartment

Notification of chat department update

Huggy sends a notification to your system whenever the chat department is updated.

{
  "time": 1727185640,
  "messages": {
    "updatedChatDepartment": [
      {
        "chat": {
          "id": 217618,
          "channel": "widget",
          "situation": "in_chat",
          "department": 30643,
          "customer": {
            "id": 2184,
            "name": "John Doe",
            "mobile": "+551199999999",
            "phone": "+551133333333",
            "email": "john@doe.com",
            "photo": "https://c.pzw.io/img/avatar-user-boy.jpg"
          },
          "workflowID": null,
          "workflowStepID": null
        },
        "previousDepartment": {
          "id": 30642,
          "name": "department name"
        },
        "company": {
          "id": 1
        }
      }
    ]
  },
  "token": "420786094f46358650"
}
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← Webhook SMS →