🪝After Resolve

Overview

This webhook is called after an agent has resolved the case.

DEC 2024 B Release

API

URL

[base-url]/service/actions/afterResolve

Request Body

The webhook receives the following input:

• caseId: The case ID to be created.

• parentCaseId: The parent case ID (when applicable).

• referenceDate: The case’s reference date.

• unitId: The ID of the service’s parent unit.

• serviceId: The service used for creating the case.

• serviceCategoryId: Service category ID.

• serviceTypeId: Service type ID.

• status: The case’s target status (Pending/Waiting).

• channel: Communication channel (Face-to-face, Video, etc.).

• language: The preferred communication language.

• ticket: The ticket number

  • prefix

  • number

  • suffix

• fields: A Dictionary of fieldTypeId + fieldValue pairs.

• tagIds: An array of tag IDs (for future use).

• customerRecordId: The ID of the customer record linked to the case.

• useCustomerContactInfo (bool): Indicates whether the linked customer record's contact information (phone number and email) is used as this case's contact information.

• contactPhoneNumber: The case's contact phone number

• contactEmail: The case's contact email

• triggeredByUserId: The ID of the user who triggered this action (when applicable). The value is null when a Kiosk or the S2S API triggers the operation.

• triggeredByUserEmail: The email address of the user who triggered this action (when applicable).

• lockedByUserId: When an active case is resolved, this field contains the user's ID to the user processing the case. This field is null if a case is resolved while waiting or pending.

• appointment

  • date: The appointment date

  • cuIndex: The calendar index (“Capacity Unit Index”)

  • start: The appointment start time, represented as the number of minutes past midnight.

  • timeLocal: The appointment’s date and time in the service’s time zone.

  • timeUtc: The appointment’s date and time in the UTC zone.

  • timeZoneId: The appointment’s service time zone.

  • duration: The appointment duration (in minutes).

  • preventSelfCheckIn: A boolean value indicating whether the customer can check in to this appointment using the kiosk.

Response Body

This webhook does not return data.