FreeScout - API - Webhooks

Questions
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1

:bullseye: What is your goal?

To get a message from FreeScout, use AI agent to create an answer and update the message thread.

:thinking: What is the problem & what have you tried?

I can read in the message from FreeScout easily, but I can not work out how to use webhooks to update the message Thread

3

Hi, you’re almost there.

FreeScout webhooks are only for receiving events, not for updating conversations. That’s why you can read the message, but you can’t reply through the webhook itself.

The way to do it is: let the webhook trigger your flow, generate the AI reply, and then send that reply back using the FreeScout REST API (reply/create message endpoint) with the conversation ID and your API key.

So think of the webhook as the trigger, and the API call as the action that updates the thread.

Hope that helps!

Regards, Tony

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4

Thank you, that’s very helpful, and I have a clear idea of how it all works.

John

1 Like