Set up webhooks and escalation
You can add and manage webhooks and escalation at the Scope level. For detailed information on webhooks and escalation, see Concepts: Webhooks and Escalation.

  1. 1.
    In Scopes, select a Scope that you want to set up a webhook to.
  2. 2.
    Click Webhook.
  3. 3.
    Enter the webhook information.
  4. 4.
    Click Submit.
Once you add webhooks, you will see them on the list on the right side of the page. To make changes or delete a webhook, open the more actions menu of the webhook and click Edit or Delete.

Set up escalation to forward a conversation history with your customer to your backend system.
  1. 1.
    In Scopes, select a Scope that you want to set up escalation for.
  2. 2.
    Click Escalation.
  3. 3.
    Enter the webhook information.
  4. 4.
    Enter a confirmation message that is then prompt for the customer to confirm session escalation.
  5. 5.
    Enter an escalation message to display after escalation.
  6. 6.
    Click Submit.
Once you add escalation, you can see it on the page. To make changes or delete escalation, click on the Edit or Delete button.
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How to add webhooks
How to set up escalation