edna can send 3 different types of webhooks to the сhatbot. An administrator can create/edit these webhooks at their workplace for each chatbot.
INIT_CHATwebhook is intended for chats being initiated by the bot (for example, in a proactive greeting scenario). The webhook is sent when a client opens the chat. This is only applicable for chat applications based on the edna SDK.
This webhook can be used for proactive greetings from the bot. For proactive greetings, the
/chatbot/greetmethod is required.
MESSAGEwebhook is called when there is a new client message that needs to be sent to a chatbot.
After passing segmentation, any thread can be routed to an external bot. All client messages will be sent to the bot using the
MESSAGEwebhook. The bot must process them and send a response via the
TRAININGwebhook is called when hints are enabled. In this case, the thread is sent to the bot for training so that it could create hints for agents.
All messages, both client and agent ones, are sent to the bot using the
TRAININGwebhook. A bot needs to process them and send a response via the
WEBVIEW_CLOSEDwebhook is called when a client closes an interactive web form. Such interactive web forms are opened inside the edna widget using a URL provided by the Bot server.
If a client closes this form after opening, the bot can respond to this action: send a message to continue the conversation or transfer the thread to the next routing step.
The interaction scheme looks as follows: