How to Configure Operator Panel Webhook

Operator panel webhook allows receiving events from the operator panel (chat creation, operator connection, chat closure) to your external service. This is useful for synchronizing dialogue statuses with a CRM system or logging events.

When to Use Operator Panel Webhook?

Operator panel webhook is suitable for such cases:

You need to track events in the operator panel (chat creation, operator connection)
You need to synchronize dialogue statuses with your CRM system
You need to log operator panel events to an external system
You need to integrate with an analytics system

Configuration

Step 1: Specify Webhook URL in Action

In the operator_panel__connect_to_operator_with_msg action, specify the event_webhook_url parameter.

Configuration example:

{
  "auto_connect_operator": true,
  "subject_alias": "support",
  "event_webhook_url": "https://your-service.com/webhook/operator-events"
}

Step 2: Configure Processing on Your Service

Your service should:

Accept POST requests to the specified URL
Verify request authenticity (if necessary)
Process different event types
Return status code 200 for successful processing

Processing example (Node.js):

app.post('/webhook/operator-events', (req, res) => {
  const event = req.body;
  
  switch (event.event_name) {
    case 'chat_created':
      // Process chat creation
      console.log('Chat created:', event.chat_id);
      break;
    case 'operator_connected':
      // Process operator connection
      console.log('Operator connected:', event.operator.id);
      break;
    case 'chat_closed':
      // Process chat closure
      console.log('Chat closed:', event.chat_id);
      break;
  }
  
  res.status(200).json({ status: 'ok' });
});

Event Types

The following events will be forwarded to the specified URL address:

chat_created — chat created
auto_connected — auto-connection of operator
operator_connected — operator connected
operator_disconnected — operator disconnected
chat_closed_by_operator — chat closed by operator
chat_closed — chat closed
chat_closed_by_timeout — chat closed by timeout
connection_timeout — connection timeout
delegate_chat_on_skill_group — delegate dialogue to another skill group
chat_transferred_to_operator — transfer dialogue to another operator

Event Format

Event format is the same as in Custom Channel. All events contain text and event_name fields.

Example `chat_created` Event

{
  "reply_markup": {
    "remove_keyboard": false
  },
  "chat_id": "34122",
  "text": "Chat created",
  "event_name": "chat_created",
  "client": {
    "id": 572338,
    "first_name": "Test",
    "last_name": "Surname",
    "username": "testuername",
    "language_code": "uk",
    "phone": "+380505776464",
    "channel": "telegram"
  },
  "id": "83317aa1-8ea4-4c05-afed-d7437ff88fbf",
  "from": "bot",
  "bot_id": 4,
  "type": "text"
}

Example `operator_connected` Event

{
  "reply_markup": {
    "remove_keyboard": true
  },
  "chat_id": "34122",
  "text": "Operator connected",
  "event_name": "operator_connected",
  "client": {
    "id": 572338,
    "first_name": "Test",
    "last_name": "Surname",
    "username": "testuername",
    "language_code": "uk",
    "phone": "+380505776464",
    "channel": "telegram"
  },
  "operator": {
    "id": 25,
    "first_name": "Root",
    "last_name": "Admin",
    "avatar_img": "https://example.com/avatar.png",
    "role": "admin",
    "kw_user.email": "[email protected]"
  },
  "id": "baebdeec-e7b7-4188-bd1d-409f4133507f",
  "from": "bot",
  "bot_id": 4,
  "type": "text"
}

Differences from Custom Channel

Operator Panel Webhook:

Configured directly in the operator_panel__connect_to_operator_with_msg action
Sends only events from the operator panel
Does not require separate channel configuration

Custom Channel:

Requires channel configuration in bot settings
Sends all messages and events
More flexible for full integration

Limitations

URL must be accessible from the ConnectiveOne server
Only HTTP and HTTPS protocols are supported
Request timeout depends on system settings
It is recommended to use HTTPS for security

Integration via Custom Channel
What are integrations
Connect chat to operator — configuring connection to operator