Inbound - collects information from outside sources to be displayed within Acquire. Works with chatbots and during live chats.
Outbound - collects information from within Acquire to be displayed in outside sources.
Inbound
Once you've configured an inbound webhook in another system, you’ll need to create a reference to it in Acquire. To create a new webhook, go to Settings > For Developers > Webhooks and click on the ‘Create Webhook’ button.
Provide a new name for your webhook in the ‘Webhook Name’ field. Then, select Inbound in the ‘Webhook Flow’ section.
Next, set the format, status, security preferences, and email address. Should your webhook fail, a notification will be sent to the email address provided.
Paste the webhook URL. Once pasted, you’ll be able to set variables.
Set a fallback JSON response under “Fallback response, when webhook URL fails”. The system will try to get a response from the original webhook URL three times. If the system does not get a valid response by then, it will send the fallback response.
The “Available Variables” section will list variables if system identifies the variables from the URL response, if it does not list any variables you may add your own variable
To add custom variable names, click on the ‘Add more variables’ option.
(You'll need to do this when using more than one special webhook).
Then, press on ‘Create’.
Your inbound webhook is now ready!
Outbound
Once you've configured an outbound webhook in another system, you’ll need to create a reference to it in Acquire. To create a new webhook, go to Settings > For Developers > Webhooks and click on the ‘Create Webhook’ button.
Provide a new name for your webhook in the ‘Webhook Name’ field. Then, select Outbound in the ‘Webhook Flow’ section.
Next, set your format, status, and security preferences as well as an email address. Should your webhook fail, a notification will be sent to the email address provided.
Select Outbound in 'Webhook Flow'.
Paste your webhook URL. The Case and Operator Trigger Events sections will appear. Select the events that you'd like to set your webhook triggers to. The trigger events are:
Case new - triggers on new case
Case status is set to Active - triggers when the case status is changed to active
Case status is set to Closed - triggers when the case status is changed to closed
Under development: On Agent status change - triggers when agents change their status to active/inactive (Under development. We'll get back to you when this trigger is ready).