Webhook
Event pushes for human handoff, new messages, conversation closure, tickets, and document processing, plus signature verification and retry rules.
Fill in the webhook URL under "Bot Settings" in the dashboard. Request headers:
| Header | Description |
|---|---|
X-AICS-Event-Id | Event ID; use it to deduplicate |
X-AICS-Timestamp / X-AICS-Signature | Signature verification works the same way as the order lookup API |
Request body: {"id", "type", "created_at", "data"}.
| Event | When it fires |
|---|---|
conversation.handoff | Handoff to a human agent (when the handoff method is set to "Push to my system" or "Notify both") |
conversation.message | A customer sends a new message in human-agent mode |
conversation.closed | The conversation ends (data.conversation.closed_by shows who ended it) |
conversation.rated | A customer rates a closed conversation: data.rating, data.comment |
ticket.created | A new ticket (including messages left by customers when no agent is online): data.ticket, data.description |
ticket.updated | Changes to ticket status, priority, assignee, etc.: data.changes is {字段: [旧, 新]} |
ticket.replied | An agent replies to the customer: data.reply |
document.ready / document.failed | Document processing completed or failed |
A 2xx response is treated as success. Otherwise, we retry with backoff at 30 seconds, 2 minutes, 10 minutes… up to 12 hours, for a total of 8 attempts. Order is not guaranteed.
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