Webhook - Decidir qué agente recibe la conversación

curl --request POST \
  --url https://tudominio.com/webhooks/on-agent-assignation \
  --header 'Content-Type: application/json' \
  --data '
{
  "company_id": 1234,
  "survey_user_id": 567890,
  "contact": {
    "treble_id": "5215512345678",
    "name": "Andrea Soto",
    "country_code": "52",
    "cellphone": "5512345678",
    "business_scope_id": "1029384756",
    "username": null
  },
  "crm_type": "salesforce",
  "crm_objects": [
    {
      "entity": "Contact",
      "id": "0035f00000ABCDEqAO"
    },
    {
      "entity": "Account",
      "id": "0015f00000FGHIJqAO"
    }
  ],
  "channel": {
    "phone_number_id": "1234567890"
  },
  "metadata": {
    "poll_id": 4321,
    "node_id": "a1b2c3",
    "tag": "Comercial",
    "language": "es"
  }
}
'

import requests

url = "https://tudominio.com/webhooks/on-agent-assignation"

payload = {
    "company_id": 1234,
    "survey_user_id": 567890,
    "contact": {
        "treble_id": "5215512345678",
        "name": "Andrea Soto",
        "country_code": "52",
        "cellphone": "5512345678",
        "business_scope_id": "1029384756",
        "username": None
    },
    "crm_type": "salesforce",
    "crm_objects": [
        {
            "entity": "Contact",
            "id": "0035f00000ABCDEqAO"
        },
        {
            "entity": "Account",
            "id": "0015f00000FGHIJqAO"
        }
    ],
    "channel": { "phone_number_id": "1234567890" },
    "metadata": {
        "poll_id": 4321,
        "node_id": "a1b2c3",
        "tag": "Comercial",
        "language": "es"
    }
}
headers = {"Content-Type": "application/json"}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'POST',
  headers: {'Content-Type': 'application/json'},
  body: JSON.stringify({
    company_id: 1234,
    survey_user_id: 567890,
    contact: {
      treble_id: '5215512345678',
      name: 'Andrea Soto',
      country_code: '52',
      cellphone: '5512345678',
      business_scope_id: '1029384756',
      username: null
    },
    crm_type: 'salesforce',
    crm_objects: [
      {entity: 'Contact', id: '0035f00000ABCDEqAO'},
      {entity: 'Account', id: '0015f00000FGHIJqAO'}
    ],
    channel: {phone_number_id: '1234567890'},
    metadata: {poll_id: 4321, node_id: 'a1b2c3', tag: 'Comercial', language: 'es'}
  })
};

fetch('https://tudominio.com/webhooks/on-agent-assignation', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://tudominio.com/webhooks/on-agent-assignation",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "POST",
  CURLOPT_POSTFIELDS => json_encode([
    'company_id' => 1234,
    'survey_user_id' => 567890,
    'contact' => [
        'treble_id' => '5215512345678',
        'name' => 'Andrea Soto',
        'country_code' => '52',
        'cellphone' => '5512345678',
        'business_scope_id' => '1029384756',
        'username' => null
    ],
    'crm_type' => 'salesforce',
    'crm_objects' => [
        [
                'entity' => 'Contact',
                'id' => '0035f00000ABCDEqAO'
        ],
        [
                'entity' => 'Account',
                'id' => '0015f00000FGHIJqAO'
        ]
    ],
    'channel' => [
        'phone_number_id' => '1234567890'
    ],
    'metadata' => [
        'poll_id' => 4321,
        'node_id' => 'a1b2c3',
        'tag' => 'Comercial',
        'language' => 'es'
    ]
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://tudominio.com/webhooks/on-agent-assignation"

	payload := strings.NewReader("{\n  \"company_id\": 1234,\n  \"survey_user_id\": 567890,\n  \"contact\": {\n    \"treble_id\": \"5215512345678\",\n    \"name\": \"Andrea Soto\",\n    \"country_code\": \"52\",\n    \"cellphone\": \"5512345678\",\n    \"business_scope_id\": \"1029384756\",\n    \"username\": null\n  },\n  \"crm_type\": \"salesforce\",\n  \"crm_objects\": [\n    {\n      \"entity\": \"Contact\",\n      \"id\": \"0035f00000ABCDEqAO\"\n    },\n    {\n      \"entity\": \"Account\",\n      \"id\": \"0015f00000FGHIJqAO\"\n    }\n  ],\n  \"channel\": {\n    \"phone_number_id\": \"1234567890\"\n  },\n  \"metadata\": {\n    \"poll_id\": 4321,\n    \"node_id\": \"a1b2c3\",\n    \"tag\": \"Comercial\",\n    \"language\": \"es\"\n  }\n}")

	req, _ := http.NewRequest("POST", url, payload)

	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.post("https://tudominio.com/webhooks/on-agent-assignation")
  .header("Content-Type", "application/json")
  .body("{\n  \"company_id\": 1234,\n  \"survey_user_id\": 567890,\n  \"contact\": {\n    \"treble_id\": \"5215512345678\",\n    \"name\": \"Andrea Soto\",\n    \"country_code\": \"52\",\n    \"cellphone\": \"5512345678\",\n    \"business_scope_id\": \"1029384756\",\n    \"username\": null\n  },\n  \"crm_type\": \"salesforce\",\n  \"crm_objects\": [\n    {\n      \"entity\": \"Contact\",\n      \"id\": \"0035f00000ABCDEqAO\"\n    },\n    {\n      \"entity\": \"Account\",\n      \"id\": \"0015f00000FGHIJqAO\"\n    }\n  ],\n  \"channel\": {\n    \"phone_number_id\": \"1234567890\"\n  },\n  \"metadata\": {\n    \"poll_id\": 4321,\n    \"node_id\": \"a1b2c3\",\n    \"tag\": \"Comercial\",\n    \"language\": \"es\"\n  }\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://tudominio.com/webhooks/on-agent-assignation")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Post.new(url)
request["Content-Type"] = 'application/json'
request.body = "{\n  \"company_id\": 1234,\n  \"survey_user_id\": 567890,\n  \"contact\": {\n    \"treble_id\": \"5215512345678\",\n    \"name\": \"Andrea Soto\",\n    \"country_code\": \"52\",\n    \"cellphone\": \"5512345678\",\n    \"business_scope_id\": \"1029384756\",\n    \"username\": null\n  },\n  \"crm_type\": \"salesforce\",\n  \"crm_objects\": [\n    {\n      \"entity\": \"Contact\",\n      \"id\": \"0035f00000ABCDEqAO\"\n    },\n    {\n      \"entity\": \"Account\",\n      \"id\": \"0015f00000FGHIJqAO\"\n    }\n  ],\n  \"channel\": {\n    \"phone_number_id\": \"1234567890\"\n  },\n  \"metadata\": {\n    \"poll_id\": 4321,\n    \"node_id\": \"a1b2c3\",\n    \"tag\": \"Comercial\",\n    \"language\": \"es\"\n  }\n}"

response = http.request(request)
puts response.read_body

{
  "agent_email": "andrea.soto@tuempresa.com"
}

Asignación por API

Referencia del webhook de asignación

Este endpoint debe ser implementado en TU servidor (por ejemplo: https://tudominio.com/webhooks/on-agent-assignation). Treble lo llamará cuando una conversación llegue a un bloque de Métodos de transferencia configurado con el destino API, para que tu sistema decida qué agente debe recibir el chat.

La URL se configura en el propio bloque, dentro del editor de conversaciones. Si activas la autenticación por Token / API Key, Treble incluirá tu token en el header Authorization con el formato Bearer TU_TOKEN.

Debes responder en menos de 10 segundos. Si tu servidor no responde a tiempo, devuelve un código distinto de 200, o devuelve un agente que no puede recibir la conversación, Treble aplicará el método de respaldo configurado en la plataforma principal.

POST

webhooks

on-agent-assignation

Webhook - Decidir qué agente recibe la conversación

curl --request POST \
  --url https://tudominio.com/webhooks/on-agent-assignation \
  --header 'Content-Type: application/json' \
  --data '
{
  "company_id": 1234,
  "survey_user_id": 567890,
  "contact": {
    "treble_id": "5215512345678",
    "name": "Andrea Soto",
    "country_code": "52",
    "cellphone": "5512345678",
    "business_scope_id": "1029384756",
    "username": null
  },
  "crm_type": "salesforce",
  "crm_objects": [
    {
      "entity": "Contact",
      "id": "0035f00000ABCDEqAO"
    },
    {
      "entity": "Account",
      "id": "0015f00000FGHIJqAO"
    }
  ],
  "channel": {
    "phone_number_id": "1234567890"
  },
  "metadata": {
    "poll_id": 4321,
    "node_id": "a1b2c3",
    "tag": "Comercial",
    "language": "es"
  }
}
'

import requests

url = "https://tudominio.com/webhooks/on-agent-assignation"

payload = {
    "company_id": 1234,
    "survey_user_id": 567890,
    "contact": {
        "treble_id": "5215512345678",
        "name": "Andrea Soto",
        "country_code": "52",
        "cellphone": "5512345678",
        "business_scope_id": "1029384756",
        "username": None
    },
    "crm_type": "salesforce",
    "crm_objects": [
        {
            "entity": "Contact",
            "id": "0035f00000ABCDEqAO"
        },
        {
            "entity": "Account",
            "id": "0015f00000FGHIJqAO"
        }
    ],
    "channel": { "phone_number_id": "1234567890" },
    "metadata": {
        "poll_id": 4321,
        "node_id": "a1b2c3",
        "tag": "Comercial",
        "language": "es"
    }
}
headers = {"Content-Type": "application/json"}

response = requests.post(url, json=payload, headers=headers)

print(response.text)

const options = {
  method: 'POST',
  headers: {'Content-Type': 'application/json'},
  body: JSON.stringify({
    company_id: 1234,
    survey_user_id: 567890,
    contact: {
      treble_id: '5215512345678',
      name: 'Andrea Soto',
      country_code: '52',
      cellphone: '5512345678',
      business_scope_id: '1029384756',
      username: null
    },
    crm_type: 'salesforce',
    crm_objects: [
      {entity: 'Contact', id: '0035f00000ABCDEqAO'},
      {entity: 'Account', id: '0015f00000FGHIJqAO'}
    ],
    channel: {phone_number_id: '1234567890'},
    metadata: {poll_id: 4321, node_id: 'a1b2c3', tag: 'Comercial', language: 'es'}
  })
};

fetch('https://tudominio.com/webhooks/on-agent-assignation', options)
  .then(res => res.json())
  .then(res => console.log(res))
  .catch(err => console.error(err));

<?php

$curl = curl_init();

curl_setopt_array($curl, [
  CURLOPT_URL => "https://tudominio.com/webhooks/on-agent-assignation",
  CURLOPT_RETURNTRANSFER => true,
  CURLOPT_ENCODING => "",
  CURLOPT_MAXREDIRS => 10,
  CURLOPT_TIMEOUT => 30,
  CURLOPT_HTTP_VERSION => CURL_HTTP_VERSION_1_1,
  CURLOPT_CUSTOMREQUEST => "POST",
  CURLOPT_POSTFIELDS => json_encode([
    'company_id' => 1234,
    'survey_user_id' => 567890,
    'contact' => [
        'treble_id' => '5215512345678',
        'name' => 'Andrea Soto',
        'country_code' => '52',
        'cellphone' => '5512345678',
        'business_scope_id' => '1029384756',
        'username' => null
    ],
    'crm_type' => 'salesforce',
    'crm_objects' => [
        [
                'entity' => 'Contact',
                'id' => '0035f00000ABCDEqAO'
        ],
        [
                'entity' => 'Account',
                'id' => '0015f00000FGHIJqAO'
        ]
    ],
    'channel' => [
        'phone_number_id' => '1234567890'
    ],
    'metadata' => [
        'poll_id' => 4321,
        'node_id' => 'a1b2c3',
        'tag' => 'Comercial',
        'language' => 'es'
    ]
  ]),
  CURLOPT_HTTPHEADER => [
    "Content-Type: application/json"
  ],
]);

$response = curl_exec($curl);
$err = curl_error($curl);

curl_close($curl);

if ($err) {
  echo "cURL Error #:" . $err;
} else {
  echo $response;
}

package main

import (
	"fmt"
	"strings"
	"net/http"
	"io"
)

func main() {

	url := "https://tudominio.com/webhooks/on-agent-assignation"

	payload := strings.NewReader("{\n  \"company_id\": 1234,\n  \"survey_user_id\": 567890,\n  \"contact\": {\n    \"treble_id\": \"5215512345678\",\n    \"name\": \"Andrea Soto\",\n    \"country_code\": \"52\",\n    \"cellphone\": \"5512345678\",\n    \"business_scope_id\": \"1029384756\",\n    \"username\": null\n  },\n  \"crm_type\": \"salesforce\",\n  \"crm_objects\": [\n    {\n      \"entity\": \"Contact\",\n      \"id\": \"0035f00000ABCDEqAO\"\n    },\n    {\n      \"entity\": \"Account\",\n      \"id\": \"0015f00000FGHIJqAO\"\n    }\n  ],\n  \"channel\": {\n    \"phone_number_id\": \"1234567890\"\n  },\n  \"metadata\": {\n    \"poll_id\": 4321,\n    \"node_id\": \"a1b2c3\",\n    \"tag\": \"Comercial\",\n    \"language\": \"es\"\n  }\n}")

	req, _ := http.NewRequest("POST", url, payload)

	req.Header.Add("Content-Type", "application/json")

	res, _ := http.DefaultClient.Do(req)

	defer res.Body.Close()
	body, _ := io.ReadAll(res.Body)

	fmt.Println(string(body))

}

HttpResponse<String> response = Unirest.post("https://tudominio.com/webhooks/on-agent-assignation")
  .header("Content-Type", "application/json")
  .body("{\n  \"company_id\": 1234,\n  \"survey_user_id\": 567890,\n  \"contact\": {\n    \"treble_id\": \"5215512345678\",\n    \"name\": \"Andrea Soto\",\n    \"country_code\": \"52\",\n    \"cellphone\": \"5512345678\",\n    \"business_scope_id\": \"1029384756\",\n    \"username\": null\n  },\n  \"crm_type\": \"salesforce\",\n  \"crm_objects\": [\n    {\n      \"entity\": \"Contact\",\n      \"id\": \"0035f00000ABCDEqAO\"\n    },\n    {\n      \"entity\": \"Account\",\n      \"id\": \"0015f00000FGHIJqAO\"\n    }\n  ],\n  \"channel\": {\n    \"phone_number_id\": \"1234567890\"\n  },\n  \"metadata\": {\n    \"poll_id\": 4321,\n    \"node_id\": \"a1b2c3\",\n    \"tag\": \"Comercial\",\n    \"language\": \"es\"\n  }\n}")
  .asString();

require 'uri'
require 'net/http'

url = URI("https://tudominio.com/webhooks/on-agent-assignation")

http = Net::HTTP.new(url.host, url.port)
http.use_ssl = true

request = Net::HTTP::Post.new(url)
request["Content-Type"] = 'application/json'
request.body = "{\n  \"company_id\": 1234,\n  \"survey_user_id\": 567890,\n  \"contact\": {\n    \"treble_id\": \"5215512345678\",\n    \"name\": \"Andrea Soto\",\n    \"country_code\": \"52\",\n    \"cellphone\": \"5512345678\",\n    \"business_scope_id\": \"1029384756\",\n    \"username\": null\n  },\n  \"crm_type\": \"salesforce\",\n  \"crm_objects\": [\n    {\n      \"entity\": \"Contact\",\n      \"id\": \"0035f00000ABCDEqAO\"\n    },\n    {\n      \"entity\": \"Account\",\n      \"id\": \"0015f00000FGHIJqAO\"\n    }\n  ],\n  \"channel\": {\n    \"phone_number_id\": \"1234567890\"\n  },\n  \"metadata\": {\n    \"poll_id\": 4321,\n    \"node_id\": \"a1b2c3\",\n    \"tag\": \"Comercial\",\n    \"language\": \"es\"\n  }\n}"

response = http.request(request)
puts response.read_body

{
  "agent_email": "andrea.soto@tuempresa.com"
}

Encabezados

Authorization

string

Solo si configuraste autenticación por Token / API Key en el bloque. Treble envía el token con el formato Bearer TU_TOKEN.

Cuerpo

application/json

Contexto del contacto y de la conversación que Treble envía a tu endpoint

Cuerpo que Treble envía a tu endpoint para que decidas qué agente recibe la conversación.

company_id

integer

Identificador de tu empresa en Treble.

Ejemplo:

1234

survey_user_id

integer

Identificador de la sesión del contacto en la conversación.

Ejemplo:

567890

contact

object

Información del contacto que está en la conversación.

Show child attributes

crm_type

string | null

CRM con el que tu cuenta está integrada, por ejemplo salesforce o hubspot. Es null si la cuenta no tiene integración de CRM.

Ejemplo:

"salesforce"

crm_objects

object[]

Registros del CRM asociados al contacto. Un arreglo vacío significa que el contacto aún no está asociado a ningún registro.

Show child attributes

channel

object

Canal por el que entró la conversación.

Show child attributes

metadata

object

Contexto del flujo y del bloque que originó la llamada.

Show child attributes

Respuesta

200 - application/json

Agente al que Treble debe asignar la conversación. Devuelve agent_email (recomendado) o agent_id.

Respuesta que tu servidor debe devolver indicando el agente que recibirá la conversación. Usa agent_email o agent_id.

agent_email

string

Email del agente, tal como está registrado en Treble. Es la opción recomendada porque no depende de los identificadores internos de Treble.

Ejemplo:

"andrea.soto@tuempresa.com"

agent_id

integer

Identificador del agente en Treble.

Ejemplo:

4567

Webhook de asignación de agente Multimedia variable

⌘I

Introducción a la API

API

Webhooks

Editor

Guías y Tutoriales

Referencia del webhook de asignación

Encabezados

Cuerpo

Respuesta