Add support for outgoing webhook on received livechat request

[monty241]

Windows 10, Rocket.Chat+ 2.8.0, 1 instance, deployment: snap, db replicaset: ?, node: ?.

When a livechat request is received, no webhooks are triggered.

It would be great when we could for instance have the PBX ring the support and sales engineers, just as with teamviewer request, to tell them to look at their screen.

Enhancement request: add configuration for webhook request when user starts livechat request that fires within 1 second after the user enters his name and email address.

[graywolf336]

@sampaiodiego thoughts?

[otsukaresamurai]

+bump on this issue. I was hoping to wire a bot framework (not hubot) into Live Chat via webhooks to allow a bot to be the primary agent, but Live Chat activity is excluded from the regular 'Integrations' system and the webhook specifically for Live Chat only posts on the close of the chat.

Tbh it'd make a lot more sense if Live Chat used the regular 'Integrations' system of webhooks, whether as additional of event types (livechat start, livechat message send, livechat agent join, etc.) or just as additional properties (e.g., 'livechat': {'islivechat':true, 'joinedAgent':'agentuserid'}) in the payload for relevant existing events for outbound webhooks, and then ordinary support for relevant inbound webhooks so bot agents can send messages to Live Chat guests.

If anyone knows of a hack or a workaround for accomplishing this in the meantime, I'd greatly appreciate the tip.

[KevSta91]

If anyone knows a workaround for this that would be great.

Our sales team has missed over 200 livechats now in the past few weeks because they are not notified that there is someone waiting in the queue.

Trying to find a solution before management rips out our RC deployment :/

[monty241]

Same here but less volume overall. Best is to add a post to the rocket chat plugin on your site which hits a website and have a script there that sends a message to slack, triggers the phones or alike. People often leave within 15 seconds when not getting response. Live chat is not yet a viable solution for interacting with people whom you are not yet intimate yet.

[renatobecker-zz]

Hi @monty241!
Just giving you an update about your request: We are evaluating the possibility of migration our Livechat Webhooks to Rocket.Chat Outgoing Integrations.
Using Outgoing Integrations this process would be more flexible, but we need to improve the Outgoing events to achieve this, so now we are measuring the effort to make this migration.
I will be commenting this issue as soon as we have any definition about it.
Thanks.

[monty241]

Hi @renatobecker thanks for your update, very accurate. Would be nice. Already happy that sound now works; when we hear a soft chime in the office we know that there is someone needing help. Would even be greater when we could ring all phones thanks to outgoing webhook.
Regards, Guido