How to Send Data to a Third-Party Service when an Agent is Selected

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Retreaver Webhooks are used in Campaigns to send messages to external or third-party systems via an HTTP request to a configured URL.

The Selected Ping triggers a POST or GET to a third-party service as soon as a Call Endpoint (Buyer) is selected during the routing decision. This ping is typically used to send data about the caller to the agent interface/CRM of the person who will be taking the call.

Timing

The Selected Ping will fire the pixel before an agent is connected. If your agent does not take the call and a new agent is selected after a timeout. The Selected Ping will fire again for the newly selected agent.


Getting Set Up

The Selected Ping is configured in the Webhooks section of a Campaign. 

  1. Edit the desired Campaign. Scroll to the bottom of the view and click the green zclv0.png button to add a new Webhook.

  2. From the left drop-down menu, choose the ping titled Selected as pictured below.

    Handler-Selected-Ping.png

  3. Give the Webhook a descriptive name (i.e. Send caller data to the selected agent) that will help you identify it in your Postback Logs and reporting.

  4. Update the URL - select POST or GET and then add the URL. Use the Tokens to populate the URL with data from the call. Some frequently used tokens with the Selected Ping:

    [handler_id] - The id of the handler/agent answering the call. This value may be used to identify the answering agent in your third-party system.

    [caller_id] - The Caller ID of the caller. 

    [call_uuid] - The unique identifier for the call. Send if you plan to post data back to the call.

    [call_key] - The secret key for the call. Send if you plan to post data back to the call.

  5. Save the Campaign changes.


Testing the Webhook

Retreaver provides the ability to test Webhooks prior to sending live calls through the Campaign. On the Campaign's summary view scroll down and look for the Webhooks section.

testfire.png

  1. Click the Test fire button that opens the Test fire Webhooks wizard.

    Test_tracking_url.png

  2. Populate each of the fields in the wizard as follows:

    Target/Agent: Select one of the targets listed in the drop-down menu in the Campaign.
    Affiliate: You can ignore unless passing source_id as a URL parameter.
    Tag List: Include any custom tags you have included in the URL parameters of your Webhook using format key:value (or leave blank).
  3. Click Fire. This will generate a sample Selected Ping. Check your destination service received it the request and review the logs Retreaver creates.  You are looking for a 200 OK message.

    request_log.png

A sample of request log from Test fire of the Webhook. View the test parameters here as well.

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