Troubleshooting Retreaver Webhooks

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Retreaver uses webhooks for transferring data to third party platforms. Webhooks are used to interact with various tools that can help process and utilize your caller data to create effective caller experiences.


There are 2 main types of webhooks inside of Retreaver:

  1. Publisher Postback
    Publisher postback's are used by publishers who wish to send data into Retreaver before a call is processed inside a campaign. These webhooks typically contain data that will influence call routing decisions [ Caller Interest & Profile data ], they can also be used to pass along critical data for Retreaver campaign triggered webhooks [ Lead Identification & Verification ].


  2. Retreaver Campaign Triggered Webhooks
    Campaign webhook's are created inside a Retreaver campaign which are used to forward any data that was associated with a call into another platform using HTTP requests. These HTTP requests deliver packaged information to various endpoints which can be used to trigger various actions using APIs, scripts or online utilities.



 

Troubleshooting Webhooks

 

Troubleshooting Publisher Postback Webhooks

Troubleshooting Publisher Postback Webhooks

Publisher Postback Webhooks ( aka Call Data Writing ) are used to send data into Retreaver which are then processed into tags and associated with a pending incoming caller. View our Call Data Writing guide for more information. 

Head into "Setting -> Company -> Postback Logs" to view your postback logs using the Retreaver navigation sidebar.

Postback_Logs.png


This will display a list of postbacks that your company has received. Clicking on a postback ID will bring you to the postback properties page:

Postback_properties.png

Viewing your postback log can help you determine if postbacks are being received successfully. You will be able to view the payload that was delivered in JSON format and see what information your publishers are sending.

Retreaver automatically parses the JSON payload into tags using key:value format. Use this information to debug any issues with incoming postbacks.

Common issues to look for when debugging Publisher Webhooks are missing/empty fields or misconfigured key:value pairs.

Troubleshooting Campaign Webhooks

Troubleshooting Campaign Webhooks

Retreaver users can create their own webhooks using Start Pings. These webhooks are triggered from within a tracking call campaign and are typically used to send & process information or trigger actions using third party integrations. Webhooks can be triggered before call routing decisions are made or after a call has been processed. View our Start Ping Webhook guide to learn more.

 

Viewing triggered campaign webhooks from the call log:

Retreaver Webhooks can be viewed from the call log. They are listed under the "Pixels Fired" column on the very right of a call log record. Clicking on a particular record will take you to the webhook overview page.

Firex_Pixels_Call_Log.png


Retreaver Webhooks can also be accessed from the call overview page. Scroll down to the "Fired Pixels" column and click on the numerical property to navigate into the webhook overview page.

Fire_Pixels_from_UUID.png

Understanding the Webhook Overview Page

Understanding the Webhook Overview Page

Firex_Pixels_Overview.png

The webhook overview page lists the various properties of a particular webhook. Information such as success status, created time, trigger source, endpoint destination, payload and response are all visible under the overview page. By analyzing this information, users can debug webhook issues in order to isolate any unusual behavior.

 



Here are some common issues that you might come across when working with webhooks:

Issue Solution
Webhooks are not firing

Make sure your webhook can execute successfully by reviewing the webhook trigger. Webhooks may trigger at the beginning of a call, at the end of a call or under specific conversion/timer circumstances. If you have applied tags to a webhook under the "matches" field, those tags would have to be present on a call in order to trigger the webhook.

Inbound webhook responses are missing tags

When using webhooks to ping a system for additional information, make sure to review the response body of those requests. Your webhook could be misconfigured to send incorrect or missing information back. Review your third-party API documentation or custom scripts to ensure valid responses are being returned to Retreaver in valid JSON format.

Outbound webhooks are missing tags

Retreaver uses replacement tokens in order to package tags into webhooks. Review the third party documentation you wish to integrate with and make sure your replacement tokens contain valid values in order to forward the correct parameters to your desired integration.

Use replacement tokens to supply tag values into your webhooks:

https://hooks.zapier.com/?TagName=[TagValue]&TagName2=[TagValue2]

      • The "TagName" portion of the request is the parameter that the API is expecting to receive.
      • The [TagValue] portion of the request will be supplemented with the tag value stored inside a Retreaver tag key.

        For example to send a zip code in your webhook, you would place: https://hooks.zapier.com/?Caller=[caller_number]&Zip=[caller_zip]
 Error response from APIs

Review your third party API documentation and webhook logs to ensure that you are sending valid parameters through your webhooks.

Oftentimes required parameters are either missing or lay outside of an accepted range, this commonly occurs when sending invalid/unsupported zip codes or missing caller information. This will typically elicit an "error" or empty response back from the API into Retreaver.

Webhooks delays are affecting results

 

Retreaver webhooks are typically fired, processed and returned in under a second. Any delays outside of that range is caused by the external infrastructure that is being used to process those webhooks.

Typically during busy industry seasons, systems are overloaded leading to slower than usual server response times. There are instances where webhooks are delayed by 10 seconds or more which could potentially affect any time critical events from being triggered correctly.

If you are attempting to request a response from an API in time before a call is routed, such as when submitting a call lead to a system and waiting for a dynamic call buyer endpoint, we recommend using a ringing audio.mp3 inside a "Greeting" or "Please Hold" prompt.

The prompt will buy some time with the caller while Retreaver webhooks finish processing.

Having a 5 second "Greeting" or "Please Hold" prompt will ensure that your webhooks will be processed in time prior to connecting the caller with an agent.

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