Making a call after processing a message

Defining the webhook

You can define one webhook URL to use for processing every message response before it is sent to the channel and shown to the customer.

The programmatic call to the external service must meet these requirements:

• The call must be a POST HTTP request.
• The call must be completed in 30 seconds or less.
• The format of the request and response must be in JSON. For example, Content-Type: application/json.

Do not set up and test your webhook in a production environment where the assistant is deployed and is interacting with customers.

To add the webhook details, complete the following steps:

1. In your assistant, open the environment where you want to configure the webhook.

2. Click the icon to open the environment settings.

3. On the Environment settings page, click Post-message webhook.

   1. Or, if you're using the classic experience, open the Assistants page.

   2. For the assistant you want to configure, click the icon, and then choose Settings.

   3. Click Webhooks, then click Post-message webhook.

4. Set the Post-message webhook switch to Enabled.

5. Decide whether to return an error if the webhook call fails.

   When enabled, everything stops until the processing step is completed successfully.

   • If you have a critical postprocessing step that must be taken before you want to allow the response to be sent to the customer, then enable this setting.

   • When this setting is disabled, the assistant ignores any errors that it encounters and continues to process the response without taking the processing step. If the postprocessing step is helpful but not critical, consider keeping this setting disabled.

6. In the URL field, add the URL for the external application to which you want to send HTTP POST request callouts.

   For example, maybe you store your assistant's responses in a separate content management system. When the assistant understands the input, the processed action returns a unique ID that corresponds to a response in your CMS. To call a service that retrieves a response from your CMS for a given unique ID, specify the URL for your service instance. For example, https://example.com/get_answer.

   You must specify a URL that uses the SSL protocol, so specify a URL that begins with https.

   You cannot use a webhook to call a Cloud Functions action that uses token-based Identity and Access Management (IAM) authentication. However, you can make a call to a Cloud Functions web action or a secured web action.

7. In the Secret field, add a private key to pass with the request that can be used to authenticate with the external service.

   The key must be specified as a text string, such as purple unicorn. The maximum length is 1,024 characters. You cannot specify a context variable.

   It is the responsibility of the external service to check for and verify the secret. If the external service does not require a token, specify any string that you want. You cannot leave this field empty.

   If you want to see the secret as you enter it, click the Show password icon before you start typing. After you save the secret, the string is replaced by asterisks and can't be viewed again.

8. In the Timeout field, specify the length of time (in seconds) you want the assistant to wait for a response from the webhook before it returns an error. The timeout duration cannot be shorter than 1 second or longer than 30 seconds.

9. In the Headers section, add any headers that you want to pass to the service one at a time by clicking Add header.

   For example, if the external application that you call returns a response, it might be able to send a response in multiple different formats. The webhook requires that the response is formatted in JSON. The following table illustrates how to add a header that indicates that you want the resulting value to be returned in JSON format.

   Header example

   Header name	Header value
   Content-Type	application/json

   The service automatically sends an Authorization header with a JWT; you do not need to add one. If you want to handle authorization yourself, add your own authorization header and it is used instead.

   After you save the header value, the string is replaced by asterisks and can't be viewed again.

Your webhook details are saved automatically.

Testing the webhook

Do extensive testing of your webhook before you enable it for an assistant that is being used in a production environment.

The webhook is triggered only when a message is processed by your assistant, and a response is ready to be returned to the channel.

If you enable the setting that returns an error when the webhook call fails, the processing of the assistant is halted entirely if the webhook encounters any issues. Test the process that you are calling regularly so you are alerted if the external service is down, and can prevent all of the message responses from failing to be returned.

If you call an Cloud Functions web action, you can use the logging capability in Cloud Functions to help you troubleshoot your code. You can download the command line interface, and then enable logging with the activation polling command.

Troubleshooting the webhook

The following error codes can help you track down the cause of issues you might encounter. If you have a web chat integration, for example, you know that your webhook has an issue if every test message you submit returns a message such as There is an error with the message you just sent, but feel free to ask me something else. If this message is displayed, use a REST API tool, such as cURL, to send a test /message API request, so you can see the error code and full message that is returned.

Webhook security

To authenticate the webhook request, verify the JSON Web Token (JWT) that is sent with the request. The webhook microservice automatically generates a JWT and sends it in the Authorization header with each webhook call. It is your responsibility to add code to the external service that verifies the JWT.

For example, if you specify purple unicorn in the Secret field, you might add code such as:

const jwt = require('jsonwebtoken');
...
const token = request.headers.authentication; // grab the "Authentication" header
try {
  const decoded = jwt.verify(token, 'purple unicorn');
} catch(err) {
  // error thrown if token is invalid
}

Example request body

It is useful to know the format of the request postmessage webhook body so that your external code can process it.

The payload contains the response body that is returned by your assistant for the v2 /message (stateful and stateless) API call. The event name message_processed indicates that the request is generated by the postmessage webhook. For more information about the message request body, see the API reference.

The following sample shows how a simple request body is formatted.

{
 "event": {
    "name": "message_processed"
},
"options": {},
"payload": {
    "output": {
        "intents": [
            {
                "intent": "General_Greetings",
                "confidence": 1
            }
        ],
        "entities": [],
        "generic": [
            {
                "response_type": "text",
                "text": "Hello. Good evening"
            }
        ]
    },
    "user_id": "test user",
    "context": {
        "global": {
            "system": {
                "user_id": "test user",
                "turn_count": 11
            },
            "session_id": "sxxx"
        },
        "skills": {
            "actions skill": {
                "user_defined": {
                    "var": "anthony"
                },
                "system": {
                    "state": "nnn"
                }
            }
        }
    }
}

Example 1

This example shows you how to add y'all to the end of each response from the assistant.

In the postmessage webhook configuration page, the following values are specified:

• URL: https://us-south.functions.appdomain.cloud/api/v1/web/e97d2516-5ce4-4fd9-9d05-acc3dd8ennn/southernize/add_southern_charm
• Secret: none
• Header name: Content-Type
• Header value: application/json

The postmessage webhook calls an IBM Cloud Functions web action name add_southern_charm.

The node.js code in the add_southern_charm web action looks as follows:

function main(params) {
	console.log(JSON.stringify(params))
  if (params.payload.output.generic[0].text !== '') {
      //Get the length of the input text
        var length = params.payload.output.generic[0].text.length;
        //create a substring that removes the last character from the input string, which is typically punctuation.
        var revision = params.payload.output.generic[0].text.substring(0,length-1);
        const response = {
            body : {
                payload : {
                    output : {
                        generic : [
                              {
                                  //Replace the input text with your shortened revision and append y'all to it.
                                "response_type": "text",
                                "text": revision + ', ' + 'y\'all.'
                              }
                        ],
                    },
                },
            },
        };
        return response;
  }
  else {
    return { 
        body : params
    }
  }
}

Example 2

This example shows you how to translate a message response back to the customer's language. It works only if you perform the steps in Example 2 to define a premessage webhook that translates the original message into English.

Define a sequence of web actions in IBM Cloud Functions. The first action in the sequence checks for the language of the original incoming text, which you stored in a context variable named original_input in the premessage webhook code. The second action in the sequence translates the dialog response text from English into the original language that was used by the customer.

In the premessage webhook configuration page, the following values are specified:

• URL: https://us-south.functions.appdomain.cloud/api/v1/web/e97d2516-5ce4-4fd9-9d05-acc3dd8ennn/default/response-translation_sequence
• Secret: none
• Header name: Content-Type
• Header value: application/json

The node.js code for the first web action in your sequence looks as follows:

let rp = require("request-promise");

function main(params) {
console.log(JSON.stringify(params))

if (params.payload.output.generic[0].text !== '') {
const options = { method: 'POST',
  url: 'https://api.us-south.language-translator.watson.cloud.ibm.com/instances/572b37be-09f4-4704-b693-3bc63869nnnn/v3/identify?version=2018-05-01',
  auth: {
           'username': 'apikey',
           'password': 'nnnn'
       },
  headers: {
    "Content-Type":"text/plain"
},
  body: [
          params.payload.context.skills['actions skill'].user_defined.original_input
  ],
  json: true,
};
     return rp(options)
    .then(res => {
      //Set the language property of the incoming message to the language that was identified by Watson Language Translator. 
        params.payload.context.skills['actions skill'].user_defined['language'] = res.languages[0].language;
        console.log(JSON.stringify(params))
        return params;
})
}
else {
    params.payload.context.skills['actions skill'].user_defined['language'] = 'none';
    return param
}
};

The second web action in the sequence looks as follows:

let rp = require("request-promise");

function main(params) {
console.log(JSON.stringify(params))
  if ((params.payload.context.skills["actions skill"].user_defined.language !== 'en') && (params.payload.context.skills["actions skill"].user_defined.language !== 'none')) {
  const options = { method: 'POST',
  url: 'https://api.us-south.language-translator.watson.cloud.ibm.com/instances/572b37be-09f4-4704-b693-3bc63869nnnn/v3/translate?version=2018-05-01',
  auth: {
           'username': 'apikey',
           'password': 'nnn'
       },
  body: { 
      text: [ 
          params.payload.output.generic[0].text
          ],
          target: params.payload.context.skills["actions skill"].user_defined.language
  },
  json: true 
  };
     return rp(options)
    .then(res => {
        params.payload.context.skills["actions skill"].user_defined["original_output"] = params.payload.output.generic[0].text;
        params.payload.output.generic[0].text = res.translations[0].translation;
        return {
          body : params
        }
})
}
return { 
  body : params
}
};

Removing the webhook

If you decide you do not want to process message responses with a webhook, complete the following steps:

1. In your assistant, go to Environments and open the environment where you want to configure the webhook.

2. Click the icon to open the environment settings.

3. On the Environment settings page, click Post-message webhook.

   1. Or, if you're using the classic experience, open the Assistants page.

   2. For the assistant you want to configure, click the icon, and then choose Settings.

   3. Click Webhooks, then click Post-message webhook.

4. Do one of the following things:

   • To change the webhook that you want to call, click the Delete webhook button to delete the currently specified URL and secret. You can then add a URL and other details.

   • To stop calling a webhook to process every incoming message, click the switch to disable the webhook altogether.