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Introduction

We are delighted to present a powerful addition, a feature that empowers users to take specific actions based on the delivery statuses of notifications. This enhanced capability leverages Omnichannel communication and integrates seamlessly with webhooks, allowing clients to harness real-time data and automation for a more responsive and personalized customer experience. With this feature, users can define custom actions that correspond to various delivery statuses, ensuring that their interactions with customers are not only timely but also tailored to Specific Requirements.

Omnichannel Phase 1

User can set up a system to keep track of the status of your SMS notifications and activate a default webhook to capture detailed data throughout the entire notification process. This webhook acts as a central storage point for essential information regarding the status and progression of your SMS notifications.

Steps to Setup

  • Step-1:

To activate the Omnichannel feature in the Central MySQL Database where some adjustments must be made within the "Accountconfig" table. These changes pertain specifically to the account with Omnichannel enabled. For your account, when your Account ID is detected, the value in the "account.sms.notifyOnDelivery" column should be configured to "true". This modification ensures that the Omnichannel feature is enabled for your account. The effect of this change will be visible in the Support UI under the User Account Configuration section.

  • Step-2:

In the Central Web UI under Setup section in webhook tab a default webhook can be set.

Set the webhook as default

  • Step-3:

While Setting up the Flow, In the Detail section user need to enable the Webhook for the Flow.

Functionality of this feature through Default Webhook

  • If an SMS widget is included in the flow, the Default Webhook (API) will be triggered twice. The first trigger occurs when the SMS is initially sent, and the second trigger occurs when the delivery status of the SMS is received in the SMSDetailDocument (MongoDB). In general, the webhook will be invoked twice, first when the SMS is initiated, and then again when the delivery status is received.

  • the webhook (API response) content is stored in the SMSdetaildocument under the column “notify_on_delivery”

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