How to Use Webhooks in Akece

Webhooks allow you to integrate Akece with external platforms and systems. Whenever a specific action occurs — such as a new message being sent or a conversation being created — a webhook can be triggered automatically, sending the relevant data in real time to a URL you define.

You can create multiple webhooks in the same account, each with different destinations and monitored events.

How to Add a Webhook

Step 1 – Access the Settings

Go to Settings → Integrations → Webhooks
Click the Configure button.

Step 2 – Create a New Webhook

Click Add new webhook.

• Enter the URL that should receive the POST requests.

• Select the events you want to monitor. Only the selected events will trigger requests.

Akece will send a POST request with a JSON payload whenever one of the selected events occurs.

Example of a Message Payload

{
  "event": "message_created",
  "id": "1",
  "content": "Hi",
  "created_at": "2024-04-07 10:00:00 UTC",
  "message_type": "incoming",
  "content_type": "text",
  "content_attributes": {},
  "sender": {
    "id": "1",
    "name": "Agent",
    "email": "[email protected]"
  },
  "contact": {
    "id": "2",
    "name": "João Silva"
  },
  "conversation": {
    "display_id": "1234",
    "additional_attributes": {
      "browser": {
        "device_name": "iPhone",
        "browser_name": "Safari",
        "platform_name": "iOS",
        "browser_version": "15.4",
        "platform_version": "15"
      },
      "referer": "https://mysite.com"
    }
  },
  "account": {
    "id": "1",
    "name": "My Company"
  }
}

Available Events

You can choose from the following events when configuring a webhook in Akece:

• conversation_created
  Triggered when a new conversation is started.

• conversation_updated
  Triggered when any attribute of a conversation is updated.

• conversation_status_changed
  Triggered when a conversation's status changes (e.g., from "open" to "resolved").

• message_created
  Triggered when a new message is sent in a conversation.

• message_updated
  Triggered when an existing message is edited.

• webwidget_triggered
  Triggered when a visitor opens the chat widget on your website.

Each event sends a payload with specific data related to the type of action and the involved objects (such as contact, agent, conversation, message, etc.).

Payload Structure

The main objects that may be included in the webhook payloads are:

• Account

• Inbox

• Contact

• User (agent)

• Conversation

• Message

Each object contains its own set of attributes — such as id, name, email, status, and others — to help you accurately identify and process the data.

With Akece webhooks, you can automate tasks, sync data with external systems in real time, and create powerful custom workflows for your business.

If you need help setting up or using webhooks, get in touch with our team:
📩 [email protected] | 📱 @akece.ai

Next step: explore Akece’s API to expand your integrations even further!