360º Support Desk Automation - Triggering Webhooks when Updating Fields with AI

Using the trigger 'A lead field is updated' to identify a change in a custom field by an AI agent.

Prerequisites:

• Create a custom lead field to store the value to be sent;

• Configure a trained AI agent to automatically collect and populate that field.

Creating 360º Customer Service automation

For this example, a custom field named 'Order Number' was created. I am assuming the AI was trained with a list of products or services, and with the goal of performing self-service and sales, it identifies the order desired by the lead and sends it to an external platform.

The trigger 'A lead field is updated' will automatically identify when the AI fills in or modifies the lead field, executing the actions I will show below.

360º Customer Service automation trigger.

Configuring Send Webhook action

When adding the 'Send Webhook' action you must configure the expected method on the route, the URL, and any information in the request header or body.

To include the custom field value in the request body, you will need to use the token associated with its alias, as well as any other native lead field. As shown in the screenshots below.

Send Webhook action.

Configuring action to add the lead field token.