You can now connect your own systems to EdgeTier through webhooks. Give us a URL and EdgeTier sends events to it in real time as things happen in your instance, like a new interaction coming in, a message being added or a tag being applied.

Webhooks are in beta, so topics and payloads may change before full release.

What's new

With API credentials from EdgeTier, your engineering team can:

• Subscribe to webhooks. Register an HTTPS endpoint and choose which events it should receive. One endpoint can take as many events as you like, or you can add up to five webhooks to send different events to different places.
• Verify every request. Every event is signed with HMAC-SHA256 using the webhook's signing secret, so your endpoint can check it came from EdgeTier. You can have two secrets active at once, which lets you rotate them without missing events.

The events you can subscribe to at launch:

• contact.created and contact.updated: a customer contact is added or changed
• interaction.created, interaction.updated and interaction.deleted: an interaction (chat, email thread, call, messaging session etc) is stored, changed or deleted
• interaction.metrics.updated: values like handling time or queue time change
• interaction.message.created and interaction.message.updated: a message is added to an interaction or edited
• interaction.tag.created: a tag is added to an interaction
• interaction.message.tag.created: a tag is added to a message

You can also use wildcards. interaction.* covers every interaction event, including messages, and * subscribes to everything.

What you can use it for

Data ingestion. Take the events that fill gaps in your existing data and feed them back into your source system (Zendesk, Salesforce and so on) or your own data lake or database. You can also subscribe to everything with * and build your own database of EdgeTier data from scratch, then report on it alongside your sales and CRM data. For clients currently using a managed database view, this could replace that setup.

Triggering your own processes. Use specific events to start a workflow on your end. If you have a phrase tag for customers threatening legal action, an interaction.tag.created event fires when a conversation picks up that tag, and your system can escalate it to someone senior automatically.

How to set it up

1. Ask your Customer Success contact for public API credentials.