Setting up real-time alert webhooks for AI agents

Zendesk AI agents are AI-powered chatbots that interact with your customers on messaging, email (including API and web form), and voice (EAP) channels. They can have conversations with customers and perform actions in authorized systems autonomously, automating and resolving issues so that your human agents can focus on more complex work.

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support | Team, Professional, or Enterprise

This feature is available only to Enterprise clients. Please contact your CSM if you would like to enable it.

This article gives an explanation of:

Events that trigger real-time alerts

Webhook configuration

Events that trigger real-time alerts

With the real-time alert webhook, you can get notified in real-time when events of your interest are triggered. These events can occur anywhere in our system, but at the moment it’s limited to the five listed below:

An escalation has failed

An action has failed

Generic technical error message was sent in the chat

A custom backend integration has failed - in this event the exact backend integration is specified in the data object.

Testing - A test event can be triggered from the AI agent workspace so developers can test and implement the usage of the webhook without needing to wait for one of the triggers.

As soon as one of the events is triggered, we send a request with the following parameter to the webhook URL:

Name | Type | Description
botName | string | Name the AI agent that triggered the event
event | string | The five different event types
conversationId | string | Unique conversation ID
platformConversationId | string | Platform-specific conversation ID
data | object | Meta data, mostly used by backend integration event

For the custom backend integration event, we will enrich the data object with the following parameter:

Name | Type | Description
botId | string | A 24-digit number and letter combination that is unique to each AI agent. Learn more.
conversationId | string | Unique conversation ID
conversationLink | string | Link to the specified conversation in the conversation logs
httpStatus | number | Status type of the error
endpointUrl | string | Url that the backend integration targeted

Webhook configuration

Webhook configuration can be accessed in AI agent settings > General > Webhook. This is only visible to enterprise customers.

To set it up, follow the instructions below:

In the AI agents workspace, go to AI agent settings > General > Webhook

Copy and paste the webhook URL from your data tool in the defined field. Please keep in mind that we only allow https URLs.

Click Show Token and use the authentication token to successfully retrieve the alert messages on your data tool.

Click Use Webhook to track AI agent performance to activate the functionality.

Save the updated AI agent settings. The test Webhook button should be enabled now.

Click Test Webhook to send a test event to the URL you specified as the Webhook URL. The last step is optional but recommended.