🪝Before Resolve

Run custom code before resolving a case.

Overview

The webhook is triggered before an agent resolves a case.

You can use this webhook to perform the following tasks:

• Modify the case fields and tags.

• Set (or remove) the case’s customer.

API

URL

[base-url]/service/actions/beforeResolved

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 current status.

• 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 time 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

The webhook returns the following data:

• fields (optional): A Dictionary of fieldTypeId + fieldValue pairs. Allows setting the case field. Return null to keep current field values. Important! The list of fields returned from the webhook replaces the existing case fields. Return all the fields you want to keep in the case record. Return null to keep the original fields. The webhook can set any of the case’s service category fields, the contact email, and the contact phone number.

• tagIds: An array of tag IDs. The parameter must include only tags defined within the associated service category. Return null to keep the original tags.

• removeCustomer (boolean): when True, the case's customer is removed (if applicable).

• customerRecordId (GUID, optional): The ID of the customer record to link to the case. When the webhook returns null, the original customer remains unchanged (unless removeCustomer is true).

• useCustomerContactInfo (bool): Indicates whether to use the customer's contact information for this case.

• contactPhoneNumber: The contact phone number for this case record. Leave null to keep the current phone number (must be null when the useCustomerContactInfo parameter is true).

• contactEmail: The contact email for this case record. Leave null to keep the current email (must be null when the useCustomerContactInfo parameter is true).

You can use this webhook to set the case’s contact phone number and contact email by returning the corresponding fields in the fields array.