Types of Events/Webhooks for Conversational AI Agents

These are system and user-driven triggers that occur during or after interactions with the agent.

Post-Conversation Events

1. Conversation Ended

   • Trigger sentiment analysis to evaluate user satisfaction.
   • Archive conversation data in a knowledge base for future reference.
   • Generate a conversation summary for the user or support team.

2. Intent Matched

   • Trigger specific workflows based on identified intents (e.g., booking appointments, fetching data).
   • Activate fallback workflows if no intent is matched.

3. Entity Extraction

   • Populate extracted entities (e.g., dates, locations) into external systems like CRMs or ERPs.
   • Notify downstream systems when specific entities (e.g., personal identifiers) are detected.

4. Session Timeout

   • Log the incomplete session for analysis or re-engagement purposes.
   • Automatically re-initiate the session with a follow-up message or reconnect workflow.

5. Unhandled Query

   • Trigger escalation to a human agent.
   • Add the query to a training backlog for intent retraining.

6. Context Handover

   • Seamlessly pass user context to another AI agent or human operator.
   • Notify the downstream system of the state variables (e.g., user preferences, unresolved issues).

Real-Time Events During Chat

1. Typing Indicator Triggered

   • Monitor user typing patterns to pre-emptively load AI responses.
   • Adapt the agent's tone dynamically based on detected urgency or frustration.

2. Token or Response Length Breach

   • Abort lengthy responses if the maximum token limit is exceeded.
   • Switch to a summarization workflow for large outputs.

3. Interruptions

   • Listen for mid-response user inputs and dynamically adjust AI behavior (e.g., reprioritize tasks or reset the conversation flow).

4. Voice-to-Text Transcription

   • Trigger text cleanup, language translation, or ASR (automatic speech recognition) fine-tuning pipelines.

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Events for Image and File Uploads

These are specific to AI agents that process multimedia inputs.

1. Image Upload

   • Image Classification: Trigger object detection or scene analysis workflows (e.g., tagging product categories in an e-commerce bot).
   • OCR (Optical Character Recognition): Extract text from images and inject the data into structured workflows.
   • Image Moderation: Scan for inappropriate content using image moderation APIs.
   • Auto-Resize or Format Conversion: Process images for compatibility with downstream systems.

2. File Upload

   • File Type Validation: Trigger actions based on supported formats (e.g., process PDFs for invoices, ignore unsupported extensions).
   • Text Extraction: Use NLP pipelines to analyze the contents of documents.
   • Data Mapping: Match file data to predefined fields in a database (e.g., uploading customer forms for automatic onboarding).

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UI Interaction Events (Button Clicks, Dropdowns, etc.)

These events track user interactions within a conversational interface or external UI.

1. Button Click

   • Trigger API calls for specific actions (e.g., submitting forms, triggering workflows like payments).
   • Activate conditional responses or dynamic UI updates (e.g., revealing new options based on selection).

2. Carousel Selection

   • Dynamically retrieve data (e.g., pulling item details when a product card is selected).
   • Log selection data for personalized future recommendations.

3. Quick Reply/Chip Selection

   • Pre-fill or auto-submit forms based on user selection.
   • Shorten conversation flows by jumping directly to predefined intents.

4. Dropdown Interaction

   • Trigger workflows based on hierarchical menu selections (e.g., choosing categories and subcategories for detailed support).
   • Update dropdown options dynamically based on user state or API results.

5. Checkbox/Toggle Events

   • Save user preferences (e.g., opting into notifications or privacy settings).
   • Adjust AI agent behaviors based on toggled options (e.g., enabling verbose vs. concise responses).

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Webhooks for AI Agents

Webhooks allow AI agents to interact with external systems in real time.

Conversational Webhooks

1. Live Query Webhook

   • Retrieve real-time data (e.g., weather, stock prices) based on user queries.
   • Send API responses back into the conversation context.

2. Human Handoff Webhook

   • Push conversation context to a human operator dashboard.
   • Notify the agent when the human completes the interaction to resume AI workflows.

3. Sentiment Alerts

   • Notify the support team when user sentiment drops below a threshold.
   • Automatically offer escalations for frustrated users.

4. Live Event Tracking

   • Send webhook notifications for ongoing conversations, enabling dashboards or analytics updates.

Multimedia Webhooks

1. Image Analysis Webhook
   • Send uploaded images to third-party APIs for advanced processing (e.g., facial recognition, logo detection).
2. File Handling Webhook
   • Forward uploaded files to cloud storage, document management systems, or data extraction pipelines.

Behavioral Webhooks

1. Feedback Submission
   • Trigger real-time logging or survey workflows upon user rating submissions.
2. Click Tracking
   • Notify downstream systems (e.g., analytics) when users click on links or buttons in chat responses.

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Advanced Examples

Event: Multi-Step Interaction

• Scenario: User uploads a document, selects an option, and clicks "Process."
• Flow:
  1. Trigger file upload listener → Extract data with OCR.
  2. Listen for dropdown selection → Map data fields to dropdown options.
  3. Click event → Submit processed data to CRM and send acknowledgment email.

Webhook: Dynamic Content Retrieval

• Scenario: AI agent handles booking requests with live availability.
• Flow:
  1. Conversation event detects booking intent.
  2. Webhook sends availability query to booking API.
  3. Response updates the agent’s message in real time with available slots.

Cron Job: Interaction Cleanup

• Scenario: Clean up unresolved interactions every night.
• Flow:
  1. Identify incomplete sessions via a database cron job.
  2. Trigger follow-up emails or retry workflows.