Webhooks

Overview

Webhooks in Atlas are events that we fire to a specific URL whenever there's a change in the system. This feature is particularly useful for customers who want to keep track of information sent to agents and monitor agent ratings in real-time.

Setting up a webhook

Choosing event types

To add a webhook, go to “ *App Configuration > Data> API ”.* Choose which type of event you want to monitor. Atlas offers a variety of event types, including:

The most commonly used events are typically:

Many of our customers use the "conversation created" and "new message received" events to closely monitor agent performance and identify areas where customer queries are most frequent.

Configuring the webhook

Once you've chosen your event type, you'll need to provide a URL where Atlas will send the webhook data. This URL should be capable of receiving and processing the incoming data.

Security measures

For security purposes, all data sent to your webhook is encoded using a secret key. This is crucial because webhooks are often public APIs, making data verification important.

You can use your specific secret key to verify the incoming data. If you believe your secret key has been compromised, you have the option to rotate it for enhanced security.

Testing your webhook

After setting up your webhook, it's a good idea to test it to ensure it's working correctly. Here's an example of how you might test a webhook for tag changes:

This allows your team to track which tags were modified and when, providing valuable insights into conversation categorization and workflow.

Use cases

Webhooks can be incredibly useful for various purposes. For instance, they allow you to: