Get Alerts when an ongoing chats parameters cross a certain threshold

I’m looking to set up triggers or webhooks that triggers that would initiate when a given metric is breached. For example lets say the agent hasn’t give a reply for 5 minutes or the chat duration has crossed x minutes. The notification would trigger and send a notification to a slack channel or some other webhook.

Thanks in advance :slight_smile:

Hello :wave:

Unfortunately, right now there is no ready solution for that available in our App. You will probably need to code your own trigger with the help of our v3 webhooks.
Here could be the logic of the above-mentioned custom app:

  • with the usage of “incoming_chat” event, you can save the timestamp when the event has been triggered and from that moment start the countdown/set it as a starting point;
  • you could also include “incoming_event” webhook; In a case the visitor will send the message after chat starts and you want to count time from the last visitor’s message (as a starting point); later on you can also save in your app the timestamp of the last webhook being sent
  • at the end you will need to trigger some kind of the event which will send the info with notification to your Slack channel/email when the static_time = x which you set in their app (i.e. 5 minutes) will be exceeded.

We can’t code it for you, but above there is a logic you can use if you would like to create such an app. There are many other ways you can do it, but this is one which comes to my mind, also depends what else you would like to do.
Here is the website you can use to test your webhooks:
https://webhook.site/
Here is the tutorial how to create custom webhook apps:

Let me know if that helps!

1 Like

@Lukasz_W Thanks for the prompt reply. I’m new to all this so thanks for pointing me to a direction. I’ll get back to you if I need more help :slight_smile:

1 Like

No problem :wink: Happy to help!

1 Like