Thena Webhooks

Overview

Thena's webhook functionality provides a seamless way to stay informed about specific events in real-time, like request creation or updates. By integrating these webhooks into systems such as data lakes, CRMs, and other applications, you can instantly process and act upon these events. This real-time synchronization empowers businesses to enhance their operations and customer engagement.

Setting Up Thena Webhooks

Go to the Thena dashboard: https://app.thena.ai/settings?tab=integrations
Navigate to Global Settings -> Integrations.
Select Webhooks -> Add Integration.
A dialog will appear. Input your Thena Access Key.
Specify the webhook endpoint where you wish to receive the events.
Optionally, specify a header authentication value under the header key "authorization" if you want additional security.

Use the toggles within the modal to enable or disable specific webhook events, such as 'request created' and 'request updated'.

Webhook Event Types

Request Created: Triggered when a new request is made.
Request Updated: Triggered when an existing request is updated, which includes status changes, assignment modifications, CSATs, and more.

Webhook Payload Fields

Absolutely! Let's fill in the remaining fields for the table and provide a more comprehensive example.

Webhook Payload Fields

Field	Type	Description
action	String	Type of action, e.g., "UPDATE" \| "CREATE"
request	Object	Details about the request
AI_generatedTags	Array	AI generated tags linked to the request
AI_requestSentiment	String	AI-generated sentiment analysis result
AI_requestSummary	String	AI-generated summary of the request
AI_requestTitle	String	AI-generated title for the request
AI_requestUrgency	String	AI-determined urgency of the request
activity	Array	List of activities related to the request
assignedBy	Object	Information about who assigned the request
assignedTo	Object	Information about who the request is assigned to
channelId	String	Unique ID for the communication channel
channelName	String	Name of the communication channel
closed_by	Object	Information about who closed the request
closed_on	String	Timestamp when the request was closed
configuredFieldValues	Object	Configured values for custom fields
createdAt	String	Timestamp when the request was created
customer_name	String	Name of the customer who made the request
description	String	Description or content of the request
feedbacks	String	Feedback given by the customer
permalink	String	Permanent link to the request
replyCount	Number	Count of replies for the request
requestId	Number	Unique ID for the request
requestLink	String	Direct link to view the request
requestor	Object	Information about the individual making the request
sender	Object	Information about the request sender
status	String	Current status of the request
team_id	String	Unique ID of the team handling the request
team_name	String	Name of the team handling the request
updatedAt	String	Timestamp of the last update to the request

Sample Webhook Payload

Here's a more comprehensive payload for the "Request Updated" webhook event:

{
    "action": "UPDATE",
    "request": {
        "AI_generatedTags": ["Lorem", "Ipsum"],
        "AI_requestSentiment": "Neutral",
        "AI_requestSummary": "Dolor sit amet, consectetur adipiscing.",
        "AI_requestTitle": "Adipiscing Elit Ipsum",
        "AI_requestUrgency": "Medium",
        "activity": [
            {
                "id": "LOREM12345",
                "text": "<p>Lorem ipsum dolor sit.</p>",
                "ts": "1692826409.902529",
                "user": {
                    "id": "LOREM12345",
                    "name": "lorem.ipsum"
                }
            }
            // ... other activity data
        ],
        "assignedBy": {
            "email": "[email protected]",
            "emailDomain": "thena.ai",
            "id": "IPSUM67890",
            "name": "lorem.ipsum_assigner"
        },
        "assignedTo": {
            "email": "[email protected]",
            "emailDomain": "thena.ai",
            "id": "DOLOR11121",
            "name": "assigned.to_name"
        },
        "channelId": "CHAN12345",
        "channelName": "thena-dev-lorem",
        "closed_by": {
            "email": "[email protected]",
            "emailDomain": "thena.ai",
            "id": "CLOSE98765",
            "name": "closer.name"
        },
        "closed_on": "2023-08-23T21:55:58.034Z",
        "configuredFieldValues": {
            "Product": [
                {
                    "name": "Product Lorem",
                    "value": "Product Ipsum"
                }
            ]
        },
        "createdAt": "2023-08-23T21:31:01.573Z",
        "customer_name": "Lorem Customer Ipsum",
        "description": "<p>Lorem ipsum dolor sit amet.</p>",
        "feedbacks": "<p>lorem.ipsum_customer gave 5 with additional feedback of Great Support!</p>",
        "internalAlert": {
            "channel": "CHANIPSUM789",
            "permalink": "https://lorem.slack.com/archives/CHANIPSUM789/p1692826261224619",
            "ts": "1692826261.224619"
        },
        // ... other internalNotes
        "isInternalHelpdesk": false,
        "isPrivateChannel": false,
        "permalink": "https://lorem.slack.com/archives/CHAN12345/p1692826255621649",
        "replyCount": 8,
        "requestId": "42",
        "requestLink": "http://localhost:3000/requests?requestId=42",
        "requestTs": "1692826255.621649",
        "requestor": {
            "email": "[email protected]",
            "emailDomain": "thena.ai",
            "firstName": "Lorem",
            "id": "REQ123456",
            "lastName": "Ipsum",
            "name": "requestor.name"
        },
        "sender": {
            "email": "[email protected]",
            "emailDomain": "thena.ai",
            "firstName": "Lorem",
            "id": "SEND654321",
            "lastName": "Ipsum",
            "name": "sender.name"
        },
        "status": "ASSIGNED",
        "team_id": "TEAM123456",
        "team_name": "Team Lorem Ipsum",
        "threadTs": "1692826255.621649",
        "updatedAt": "2023-08-23T22:51:21.912Z"
    }
}