Webhooks

Webhooks allow your application to receive real-time notifications when events occur in Semaswift.

Overview

Instead of polling the API for changes, webhooks push events to your server as they happen.

sequenceDiagram
    participant Semaswift
    participant Your Server

    Note over Semaswift: Event occurs
    Semaswift->>Your Server: POST /your-webhook-url
    Your Server-->>Semaswift: 200 OK

Setting Up Webhooks

1. Create a Webhook Endpoint

POST /api/v1/webhooks
Authorization: Bearer YOUR_TOKEN
Content-Type: application/json

{
  "url": "https://your-server.com/webhooks/semaswift",
  "events": ["ticket.created", "call.completed"],
  "secret": "your-webhook-secret"
}

2. Handle Webhook Events

const crypto = require('crypto');
const express = require('express');

app.post('/webhooks/semaswift', express.raw({type: 'application/json'}), (req, res) => {
  // Verify signature
  const signature = req.headers['x-semaswift-signature'];
  const expectedSig = crypto
    .createHmac('sha256', process.env.WEBHOOK_SECRET)
    .update(req.body)
    .digest('hex');

  if (signature !== `sha256=${expectedSig}`) {
    return res.status(401).send('Invalid signature');
  }

  const event = JSON.parse(req.body);

  // Handle event
  switch (event.type) {
    case 'ticket.created':
      handleTicketCreated(event.data);
      break;
    case 'call.completed':
      handleCallCompleted(event.data);
      break;
  }

  res.status(200).send('OK');
});

Webhook Payload

{
  "id": "evt_123456",
  "type": "ticket.created",
  "created_at": "2024-01-15T10:30:00Z",
  "organization_id": "org_789",
  "data": {
    "ticket": {
      "id": "tkt_abc123",
      "subject": "Help needed",
      "status": "open",
      "priority": "high"
    }
  }
}

Available Events

Ticket Events

Event	Description
ticket.created	New ticket created
ticket.updated	Ticket was updated
ticket.resolved	Ticket was resolved
ticket.assigned	Ticket assigned to agent
ticket.comment.added	Comment added to ticket

Call Events

Event	Description
call.started	Call initiated
call.answered	Call was answered
call.completed	Call ended
call.transferred	Call was transferred
recording.ready	Call recording available

Agent Events

Event	Description
agent.status_changed	Agent status changed
agent.logged_in	Agent logged in
agent.logged_out	Agent logged out

User Events

Event	Description
user.created	New user created
user.updated	User profile updated
user.deleted	User was deleted

Billing Events

Event	Description
subscription.created	New subscription created
subscription.updated	Subscription plan changed
subscription.canceled	Subscription canceled
payment.succeeded	Payment processed successfully
payment.failed	Payment attempt failed
invoice.paid	Invoice payment received
invoice.failed	Invoice payment failed

CRM Events

Event	Description
crm.account.created	Account created
crm.account.updated	Account modified
crm.account.deleted	Account deleted
crm.contact.created	Contact created
crm.contact.updated	Contact modified
crm.contact.deleted	Contact deleted
crm.contact.lead_converted	Lead converted to opportunity/customer

Engagement Events

Event	Description
engagement.created	New engagement started
engagement.closed	Engagement ended
engagement.escalated	Engagement escalated

Survey Events

Event	Description
survey.response.completed	Survey response submitted
survey.response.updated	Survey response modified

Signature Verification

Always verify webhook signatures:

import hmac
import hashlib

def verify_signature(payload, signature, secret):
    expected = 'sha256=' + hmac.new(
        secret.encode(),
        payload,
        hashlib.sha256
    ).hexdigest()

    return hmac.compare_digest(signature, expected)

# In your webhook handler
@app.route('/webhooks/semaswift', methods=['POST'])
def handle_webhook():
    signature = request.headers.get('X-Semaswift-Signature')
    if not verify_signature(request.data, signature, WEBHOOK_SECRET):
        return 'Invalid signature', 401

    event = request.json
    # Process event...
    return 'OK', 200

Retry Policy

Failed webhook deliveries are retried:

Attempt	Delay
1	Immediate
2	1 minute
3	5 minutes
4	30 minutes
5	2 hours
6	8 hours

After 6 failures, the webhook is disabled.

Best Practices

1. Respond quickly - Return 200 within 30 seconds
2. Process async - Queue events for background processing
3. Verify signatures - Always validate webhook authenticity
4. Handle duplicates - Events may be delivered multiple times
5. Monitor failures - Set up alerting for webhook errors
6. Use HTTPS - Webhook URLs must use HTTPS

Testing Webhooks

Use the API to send test events:

POST /api/v1/webhooks/{webhook_id}/test
Authorization: Bearer YOUR_TOKEN

{
  "event_type": "ticket.created"
}

Webhook Logs

View delivery attempts and responses:

GET /api/v1/webhooks/{webhook_id}/deliveries
Authorization: Bearer YOUR_TOKEN

{
  "deliveries": [
    {
      "id": "dlv_123",
      "event_id": "evt_456",
      "status": "success",
      "response_code": 200,
      "response_time_ms": 150,
      "delivered_at": "2024-01-15T10:30:05Z"
    }
  ]
}