Getting Started

Acquire uses two types of webhook events:

  • 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. 3zk0ZP84f0U7G1sEpKw995NNpUU4cmAxrI6O-oiqEx0__5AUxzUJ-BOG_H3mhm28LLBMsZb5Rm7YvhhBYDDLd-YFdw6BHvUC6WNcdOa0i68gNdL7_d5S7sfrnS4WQcK375uLJfCE

Provide a new name for your webhook in the ‘Webhook Name’ field. Then, select Inbound 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. Y4HOdBdM5r5CyV2OzfcQD_vxo3LzT1ukJ1iknqufwysDTTmHKJoavUweKcMQiJptWIm0tG0fAz_gzCp-JxemrKBn_uTI-qcruz9KCg82sGBWIGGJtVtZ2ciQKn2A4qfld9sXR1Wt

Paste the webhook URL. Once pasted, you’ll see a list of the available variables. ecbijG0r4UzXAbTUGeftAIhrngvTQQs7umWwPHVr4pQxazFN3wHSLsofRRJirwqDP9_nBmFNQ7RWVQzbh8m7Wz-pPvkCoIOjA61HVAKd3_i6up8jjgcXalb8whSuyewciZAgv8cD

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. 5vwKFle5g0Jy4mNwIX9v5we5_hT3KufFSe3xoGuHkRhKBajPvqWKUCRg5Ewg1VyJELH1COPl_WwiH5CSEU0gJGIuSW7KZwjcOxBdLkV37ZWDNhlXCJlsyHVX-cQEt_yB0xFUPyr6

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. 3zk0ZP84f0U7G1sEpKw995NNpUU4cmAxrI6O-oiqEx0__5AUxzUJ-BOG_H3mhm28LLBMsZb5Rm7YvhhBYDDLd-YFdw6BHvUC6WNcdOa0i68gNdL7_d5S7sfrnS4WQcK375uLJfCE

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

  • On Agent status change - triggers when agents change their status to active/inactive

Press ‘Create’.

Your outbound webhook is now ready!