Introduction

Integration via custom callback webhook allows you to add additional/custom information to the callback data created by the TrueEngage widget. TrueEngage will send to your endpoint a set of information based on which you can create your logic.

E.g. based on the sent phoneNumber and countryCode you can add an array of skills or preferred agents to the callback.

Webhook Configuration

Step 1: Create Endpoint

The client should provide an endpoint that will be invoked by TrueEngage during the processing of a callback. This endpoint should handle HTTP POST requests. Endpoint should be publicly accessible and secured with an api-key provided by TrueEngage.

Step 2: Webhook Payload

When TrueEngage triggers a callback event, it sends an HTTP POST request to the client's endpoint with a payload containing information about the callback. The structure of the payload is predefined and will always follow a format similar to the example below:

{
  "phoneNumber": "123123123",
  "scriptId": "xxx",
  "queueId": "xxx",
  "scheduleGroupId": "xxx",
  "widgetId": "123",
  "countryCode": "+123"
}

The client should be capable of handling this predefined structure in the HTTP POST request.

Handling Callbacks

When an event occurs, TrueEngage sends an HTTP POST request to the client's endpoint, passing data in a specified structure. The client should respond to the request accordingly.

Example response from the client:

{
  "scriptId": "",
  "queueId": "",
  "routingData": "",
  "callbackUserName": "",
  "callbackNumbers": [
    ""
  ],
  "callbackScheduledTime": "",
  "countryCode": "",
  "validateCallbackNumbers": true,
  "data": {
    "": ""
  },
  "callerId": "",
  "callerIdName": ""
}

The client should return only the fields that are to be added or modified. It is important to note that fields such as data.visitorId and data.te_channel cannot be overwritten.

↑ its default schema for creating a new callback in GC → https://developer.genesys.cloud/devapps/api-explorer

Summary

The integration between TrueEngage and GenesysCloud allows the client to flexibly handle additional information on their endpoint during the processing of a callback in TrueEngage.