Overview
Notification Hooks enable you to post information from logixx Guide Workflows to an external application such as CRM Software, Phone System, or Drip Campaigns. Logixx Guide also allows you to email your Workflow data to a designated email address.
Requirements
To configure a Notification Hook, follow these steps:
Create and roll out your desired Workflow.
Then, create and configure a Notification Hook in this order:
Selecting an Event Type.
Select your Filters & Criteria.
Select and configure either Email or the option to Post Out data.
If needed, enable Peer Reviews.
Publish your Notification hook and test.
Lastly, test your settings.
Setup Guide
In the left pane of your screen, click Notification Hooks & click Create.
Next, on the Notification Hook pop-up screen, assign a name to your Notification Hook. Then, choose the appropriate Event Type and Notification Hook Type.
Event Types
Ticket Closed: When a Workflow Ticket is Closed by a user selecting Save and Close.
Ticket Escalated: When a Workflow Ticket is Saved & Escalated to another Workflow.
Email Received: When an email is sent to the unique email address assigned to a logixx Workflow.
Notification Hook Types
Email: Send a notification email.
Webhook: Send workflow payload via HTTP post to an external application.
You can rename your Notification Hook in the General Settings section and add notes in the Description field.
Filter Criteria
This is where you can configure when and based on what conditions the Notification Hook should be triggered. You’ll have the ability to modify your preselected Event Type or continue with Filters to narrow down the relevant interactions that trigger this Notification Hook.
Select the relevant Workflow, then click on the + Add New Criteria option to select one or more Tags. This configuration would apply to a specific Workflow with Tags as the secondary condition for the Webhook to trigger.
You can select one or multiple Tags per Criteria. At this point, the system will automatically populate the Tags and add “or” between Tags in cases where multiple Tags have been selected. Example:
Notification Templates
Next, you can assign an existing Notification Hook template or create a new template by clicking on the Create a New Template button. You’ll need to assign a Name to your template and configure it by providing your destination URL and inserting variable field names.
URL Encoded
This option would include the variable field names in the URL string. Here is an example:
https://externalsystem.com/6489ac64be9c210041f67494/tickets/find-or-create/64b70bf187fe640041d1f0ec?authHash=62c84045610361f8fdd385cbc9ba64d4a8efc4f868ce0d835fa5a9aa&varSource_Id=--A--source_id--B--&varList_Id=--A--list_id--B--&varLead_Id=--A--lead_id--B--&varUser_Group=--A--user_group--B--&varOpener_Agent_Name=--A--fullname--B--&varContact_First_Name=--A--first_name--B--&varContact_Last_Name=--A--last_name--B--&varContact_Phone=--A--phone_number--B--&varContact_State=--A--state--B--&varContact_Email=--A--email--B--&CF_uses_custom_fields=Y&lookupKey=contact_phone&lookupValue=--A--phone_number--B--&redirectTo=../../../success
Json Format
This option requires the endpoint or destination URL along with any required Headers and Body. Example:
Peer Reviews
If enabled, Notification Hooks would need to be reviewed and approved by a designated Logixx Guide Team before the HTTP post or the Email Notification is sent. The review process sends an email notification to members(s) of the assigned Team with a link to the Workflow Ticket for them to review and either Approve or Request Changes.
Need more information?
Reach out to one of our product specialists today to learn more about Guide or other logixx products by contacting our support team.