Generic CRM Webhooks allow companies to export their interaction data to an external system for future usage, either for analytical purposes, or to store against existing customer records.
This integration is particularly useful for companies who have a bespoke CRM, or other external system where an out-of-the-box integration does not exist or additional customisation is required.
Implementing this will likely require you to have suitable developer resource available. If you need support utilising this feature, please speak to your account manager to co-ordinate a professional services package.
⚙️ How to Setup Generic Webhooks?
Step 1: Access the CRMs page
Head over to ‘Settings’ in the left-hand menu, navigate to ‘CRMs’ and ‘Add CRM Integration’ and select “Generic CRM” from the list.
You can use the search bar the top of the settings page to search for this setting as well!
Step 2: Complete the Generic CRM Form
Complete the form with the required information. Once complete data for the interactions in the assigned queues will be posted to the endpoint URL you specified.
Form Item | Description |
Label | This is used as an internal identifier to identify which integration this is |
Endpoint URL | The endpoint URL is the URL which we will make a POST request to with the interaction payload. The endpoint must employ a valid SSL certificate and be reachable. We will post an object with the value of: {"test": "data"} to this endpoint to validate the endpoint is active and accepts data. |
Send Condition | Completed and Wrapped
These are interactions which have usually been handled by a human agent - the agent will have marked the interaction as completed. If the system has auto complete interactions configured, then interactions which pass this threshold may also trigger this integration. Please note interactions marked complete by a system process will likely not have any tags assigned unless they have been assigned by automated AI tooling.
All interactions (including abandoned)
If all interactions are selected then all interactions will be sent to the generic CRM endpoint including abandoned interactions.
Which to choose
The option you choose depends on your use case. If you are collecting interactions to store in a lead database, you may wish to choose all interactions as whilst the interaction may have been abandoned may still contain interaction data such as names and emails. If you are updating a record system to manage conversation history with customers, you may want to only choose interactions where a human agent was involved and fully resolved the interaction. |
JSON Headers | If your endpoint requires custom headers are passed to it, you can specify them here. These could be Authentication headers, or API specific headers. These should be written as a JSON string:
{ “Authorization”: “Bearer somebearertoken” } |
Queues | This is a list of the queues which should have their interactions sent to this endpoint. For example, if you had a CRM for sales leads, you may have an integration only for sales queues, and none for support queues, or a separate integration for support queues. |
Data to Export | The basic interaction object contains no contextual information about the interaction, it has some limited meta data to indicate the queue id, and some timing data. If you want to include additional data, you can list it here. The most common data to export is the “Interaction Data” - this data contains any data collected in the pre-chat interaction form, by AI interaction tooling, including VAI and Talkaflow, and any wrap data. |
Required interaction data | If you only want interactions to be sent to your CRM if they have a certain threshold of data, you should complete this field. For example, if you wanted to ensure only records where the name and email have been collected, you would enter name,email - please note, the values specified here will vary depending on the names specified in your data collection forms. |
Step 3: Send Historical Data
Clicking on the three dots on the CRM index page will show a context menu where you can click to “Export Historical Data” this is useful if you require historical data, and also to test the integration works as you expect. Click this button to load the export interface.
This works for all CRM types so you can export historical data when required no matter the CRM you have configured.
Step 4: Test and Complete
Select a suitable date range and click “Estimate Interactions” - this will show how many interactions you will be exporting. Each interaction will be sent as a separate request. Please ensure your endpoint is able to receive a high volume of traffic and is not rate limited. An email will be sent to you once this process is complete.
Interaction Lifecycle Stages Explained (active, ended, finalised, completed)
Talkative interactions have four timestamps:
- Created - the time the interaction starts.
- Ended - the time the interact ends, either by the customer or agent ending the interaction.
- Completed - the time the agent finishes wrapping up the ended interaction.
- Finalised - the time the interaction ends and can no longer be updated.
After an interaction has been created, it is Active.
Ended but not Finalised | An ended interaction has been ended by the customer or agent, but the customer was connected with an agent when the interaction ended. Ended but not Finalised interaction won't ever be abandoned interactions. |
Ended and Finalised but not Completed | An ended interaction, which has been Finalised, is typically an abandoned interaction (ended by a customer before an agent connected). |
Ended, Finalised and Completed | An interaction which is Completed, has been handled by an agent, been ended, and then the wrap up stage has been completed. A Completed interaction cannot have been abandoned, since the agent has wrapped it up. |
Finalised timestamp is added:
- when an interaction is ended due to customer abandonment.
- when an interaction is wrapped up and marked completed by an agent.
- when an interaction is timed out after 36 hours by the Talkative system (external router and standalone).
- if the task router reservation times out after 24 hours.
Interactions will only send to CRM after they are Finalised.
Under the general CRM connector and ADF connector, you can choose to either:
- Send all interactions (once they are Finalized), or;
- Only send Completed interactions (those wrapped up by agents)
Other connectors will send all interactions.