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MyAlice Webhook

With Webhook, you can get realtime data on different events in MyAlice.
Only Available for MyAlice Enterprise plan and Appsumo Users.

Overview

You can setup Webhook for the following events in MyAlice:
  • Ticket Create
  • Ticket Resolve
  • Ticket Tag
  • Ticket Reopen
Once created, you will get realtime data in your desired URL (backend). You can use that data to create actions with your system.

Setting up Webhook

You can create, update, remove webhoook by going to Settings > Webhook.
Creating a Webhook

Data Format

Once an event triggers and you have Webhook set up for that event, you will get a POST request with the following json data in your URL:
Ticket Create
Ticket Resolve
Ticket Tag
Ticket Reopen
{
"action": "ticket_created",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "[email protected]",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192170,
"is_replied": false,
"is_resolved": false,
"conversation_text": "ticket",
"created_at": "1670078420",
"assigned_agent": null,
"assigned_group": null,
"resolved_by": null,
"tags": []
}
}
# TICKET RESOLVED
{
"action": "ticket_resolved",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "[email protected]",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192170,
"is_replied": false,
"is_resolved": true,
"conversation_text": "ticket",
"created_at": "1670078420",
"assigned_agent": null,
"assigned_group": null,
"resolved_by": {
"id": 7,
"email": "[email protected]",
"avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
"full_name": "Shuvo Rahman",
"status": "online"
},
"tags": []
}
}
{
"action": "ticket_tagged",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "[email protected]",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192573,
"is_replied": true,
"is_resolved": false,
"conversation_text": "",
"created_at": "1670079237",
"assigned_agent": {
"id": 7,
"email": "[email protected]",
"avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
"full_name": "Shuvo Rahman",
"status": "online"
},
"assigned_group": null,
"resolved_by": null,
"tags": [
{
"id": 2909,
"name": "Test Tag"
}
]
}
}
{
"action": "ticket_reopened",
"customer": {
"id": 15157748,
"primary_id": "990b521c65a711edba291647a91fbbd9",
"avatar": null,
"first_name": "Anonymous",
"last_name": "User",
"full_name": "Shuvo",
"gender": "",
"timezone": null,
"locale": "",
"language": "",
"phone": "",
"email": "[email protected]",
"created_at": "1668600601",
"last_message_text": "ticket",
"last_message_time": "1670078420",
"city": "Dhaka",
"region": "Dhaka",
"country": "Bangladesh",
"ip_address": "103.95.98.102",
"user_agent": "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/107.0.0.0 Safari/537.36"
},
"channel": {
"id": 12570,
"type": "livechat_messenger",
"name": "MyAlice Live Support"
},
"team": {
"id": 343,
"name": "Alice Labs"
},
"ticket": {
"id": 8192170,
"is_replied": false,
"is_resolved": true,
"conversation_text": "ticket",
"created_at": "1670078420",
"assigned_agent": null,
"assigned_group": null,
"reopened_by": {
"id": 7,
"email": "[email protected]",
"avatar": "https://s3-ap-southeast-1.amazonaws.com/myalice-live-public-bucket/misc/4139d5dcf00d11ec8f28a6f391d1c6fd.png",
"full_name": "Shuvo Rahman",
"status": "online"
},
"tags": []
}
}