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API callbacks to bots

Learn about the callback used with the Bot API

When a Care agent closes a conversation that was handed over to the agent from a bot, the API invokes a callback. The callback communicates the "close" action to the bot and provides the bot with the ID of the conversation. The API makes the callback using a GET call to the URL provided by the callbackUrl query parameter provided during bot registration.

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Note

If using the Facebook Handover Protocol, Care sends the callback to the bot via Facebook. Khoros Care will not send the callback via the callbackUrl query parameter provided upon bot registration.

The callback passes the following parameters:

  • conversationDisplayId
  • externalId
  • authorId
  • network

Here is an example:
https://<callback-url-path>?conversationDisplayId=5050505&externalId=123456789&authorId=9090909&network=facebook

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Note

If your network restricts incoming requests, whitelist the following IP addresses to ensure that callbacks invoked by the Bot API are not blocked:

  • For EU customers: 52.31.195.192, 52.19.24.192, and 52.48.77.241
  • For all other customers: 52.24.77.39, 52.34.219.148, and 52.34.1.188