Introducing the Webhooks Extension in Dovetail Carrier
Gary Sherman
August 8, 2017

We recently added a new extension to Dovetail Carrier – a Webhooks Extension. 

 

What’s a webhook?

Webhooks are “user-defined HTTP callbacks”. They are usually triggered by some event, such as pushing code to a repository or a comment being posted to a blog. When that event occurs, the source site makes an HTTP request to the URI configured for the webhook. Users can configure them to cause events on one site to invoke behavior on another. The action taken may be anything.

This allows for making a web request based on an event within your Clarify/Dovetail system. A business rule can fire based on the event. Dovetail Rulemanager will evaluate the rule, and send a message to Dovetail Carrier. With the webhooks extension, that message can tell Carrier to make an HTTP request.

When Carrier receives a message with a type of InvokeUrl, the Webhooks Extension will process these message types.

Typically, these messages will originate from Dovetail Rulemanager (such as from a business rule action), although they can also originate from custom applications as well.

Process Flow

The message will specify a type of InvokeUrl, a method (POST, GET, PUT, etc.), a contentType, url, and a set of name/value pairs that are passed as parameters to the url.

Example Message

This example would POST a set of JSON formatted data to the given url.

Required Message Parameters

ParameterValueComments
 type invokeURL Tells Carrier to use the WebHooks Extension
 method Typically one of:
  • GET
  • POST
  • PUT
  • DELETE
 The HTTP Request Method
 contentType Typically one of:
  • application/json
  • application/x-www-form-urlencoded
 The HTTP Request content type
url https://…The url to be invoked

Optional Message Parameters

Any other name/value pair defined within the message will be treated as parameters to be passed to the url.

If the method is a GET, the name/value pairs will be passed on the querystring.

If the method is POST, they will be included in the request payload.

Logging

The extension will log the details of the received message, the web request, as well as the resulting response.

Example of logs:

Advanced Options

Of course, not every web request is simple. So we also support more advanced options, including:

  • Request Headers
  • Windows Authentication
  • Custom Authentication Functions
  • JSON arrays

All of this is covered in the Dovetail Carrier Documentation.

Examples

Integrating with other apps / services using web services is pretty common now days. The Carrier Webhooks Extension makes invoking a web service pretty easy. Lets cover a few examples of where we might want to use this. 

Delighted

When a case is closed, call the Delighted API to send the customer a one question survey, in order to track Net Promoter Score.

Slack

When application feedback is submitted within Dovetail Agent, an Action Item is created and dispatched to a queue. When this happens, post the feedback to a Slack channel.

Twilio

Send SMS message to a customer via Twilio

Summary

Integrating with other apps / services using web services is pretty common now days. The Carrier Webhooks Extension greatly simplifies these types of integrations.

One more tool you now have in your toolbox for making the most out of your Clarify/Dovetail system.

 

For even more examples of Business Rules and 3rd-party integrations, check out the Free Collection of Business Rule Recipes.  There’s also a Business Rule Template, which is helpful when defining new business rules.

You can access the Business Rule Recipes and Template here

 

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