Chatlio Webhooks

Integrating Chatlio with other systems via webhooks

Webhooks provide a nice way to get data out of Chatlio and into your existing systems. Chatlio provides the following webhooks.

Exporting chat transcripts
Exporting offline messages
New conversation has started
Visitor did not get an answer in time
Visitor left feedback after a chat

Some example use cases of Chatlio webhooks:

Send transcripts to Zendesk
Receive text message when a new visitor would like to chat
Send offline messages to Zendesk
Make a siren go off when a new visitor has started chat
Build a custom escalation flow to ensure no chat goes unheeded
Text management with user feedback as soon as it comes in

Zapier

Looking for a code-free way to integrate Chatlio into your existing systems? Using our Zapier App you can connect Chatlio to over 2000 different apps and services.

If you are setting up your own endpoint for integration, here is a sample of the webhook data posted:

Webhook payload

Example JSON payload for these webhooks: “new conversation started”, “visitor left feedback” and “unanswered visitor message”:

{
    "visitor": {
        "email": "",
        "UUID": "2d3f4260-2235-903b-0a82-a23d326cc257",
        "name": "",
        "identUserId": "",
        "identTraits": "",
        "userAgent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/49.0.2623.28 Safari/537.36",
        "handle": "united-states-27",
        "currentPage": "http://yoursite.com/signup",
        "referrerURL": "",
        "createdAt": "2016-02-07T11:02:17.839766-08:00",
        "IPAddress": "175.24.144.21",
        "location": "Los Angeles, California, United States"
    },
    "message": "Hi, I am having trouble signing up",
    "conversationUUID": "e3d1800d-2d9e-4966-4500-9ff986cfa197",
    "channelId": "C1NABCDEF",
    "slackChannelName": "live-chat",
    "slackChannelId": "C1XPVTNKR"
}

Webhook payload: New offline message

Example JSON payload sent to the “new offline message” webhook:

{
    "name": "Bob Smith",
    "email": "[email protected]",
    "emailPretty": "\"Bob Smith\" <[email protected]>",
    "message": "I just want to say I love your service!",
    "visitor": {
        "email": "[email protected]",
        "UUID": "2d3f4260-2235-903b-0a82-a23d326cc257",
        "name": "Bob Smith",
        "identUserId": "user1234",
        "identTraits": "{\"custom stuff\":\"things\"}",
        "userAgent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_2) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/49.0.2623.28 Safari/537.36",
        "handle": "united-states-27",
        "currentPage": "http://yoursite.com/signup",
        "referrerURL": "",
        "createdAt": "2016-02-07T11:02:17.839766-08:00",
        "IPAddress": "175.24.144.21"
    }
}

Webhook payload: Chat transcripts

Example JSON payload:

{
  "agentEmail": "[email protected]",
  "agentName": "Some One",
  "archiveUrl": "https://yourcompany.slack.com/archives/cl-tiger128",
  "extraData": [
    "extra",
    "stuff",
    "here"
  ],
  "channelId": "C03FVS2UR",
  "channelName": "costa-mesa-california-us-133",
  "conversationUUID": "e3d1800d-2d9e-4966-4500-9ff986cfa197",
  "endedAt": "2018-05-19T18:14:32.000026941+02:00",
  "chatRating": "up",
  "chatFeedback": "Great support, will use again!",
  "htmlBody": "<HTML output of transcript will be in here, useful for simply display chat conversation in external system that accepts HTML>",
  "textBody": "<Text output of transcript will be in here, useful for simply display chat conversation in external system that accepts plain text messages>",
  "messages": [
    {
      "text": "Hi! I love your webhooks!",
      "ts": "1469725409.000005",
      "sentAt": "2016-07-28T19:03:29.000005006+02:00",
      "userId": "",
      "username": "costa-mesa-california-us",
      "isVisitorMsg": true
    },
    {
      "text": "Great, thanks for letting us know!",
      "ts": "1469725427.000007",
      "sentAt": "2016-07-28T19:03:47.000006914+02:00",
      "userId": "U0N2GKA2G",
      "username": "Some O.",
      "isVisitorMsg": false
    }
  ],
  "startedAt": "2015-07-19T14:38:15.560106+02:00",
  "visitorEmail": "",
  "replyToEmail": "[email protected]", // We use the visitor email here if we have it.
  "visitorName": "costa-mesa-california-us-133",
  "visitorTraits": {
    "current_page": "http://yourcompany.com/the-shop",
    "time_on_page": "30min",
    "logged_in": "false"
  },
  "visitor": {
    "email": "",
    "UUID": "2b959179-d06f-4fec-9c6e-1c98468d1d63",
    "name": "",
    "identUserId": "",
    "identTraits": "",
    "userAgent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_5) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/54.0.2809.0 Safari/537.36",
    "handle": "costa-mesa-california-us-133",
    "currentPage": "http://chatlio.com/docs",
    "referrerURL": "",
    "createdAt": "2016-07-28T19:03:11.080407+02:00",
    "IPAddress": "64.145.94.51",
    "location": "Costa Mesa, California, United States"
  },
  "slackTeamID": "T0N1FQTOD"
}

The extraData key contains anything entered after the chatlio-command issued to send the webhook, eg /chatlio send-to-webhook extra stuff here. Useful for custom tagging.

The ts key included with each message is the original Slack-style timestamp that also works as a sort of “message ID”. Use this if you need to match up the Chatlio webhook with the message in Slack using the Slack API directly.

For more details about sending chat transcripts via webhooks, see chat transcripts doc.