Integrating the Talkative chatbot with your system (Fulfillment/Webhooks)

How to integrate chatbot with your own API or CRM

The basics

The Talkative chatbot has support for integrating with external systems. This way you are able to, for example, track an order for a user after retrieving their tracking number from the chatbot.

At a point chosen by you, the Talkative Chatbot will be able to 

• Send a request to a service configured by you, including all the data captured in the chatbot so far
• Get the response to that request and record it for future use in the chatbot
• Use the data stored to make decisions and send messages for the rest of the chatbot session

You can find the node where you’d like to do this, and create a new action like so:

Once you’re there you can specify the URL you want the request to go to, as well as the headers required.

Technical explanation of the process

When the chatbot reaches the node with the action described above, it will make a POST request to the URL, with the headers specified in the configuration. The body that we provide will be the full content of the interaction, formatted as JSON (the format of the individual interaction will match https://support.gettalkative.com/knowledge/retrieving-all-interactions-1)

The response to the action should be formatted as

[
{"name":"dataYouWantToStore", "data":"dataValue"}
]


You can include as many entries as you want. Name should be a string with a maximum length of 191 characters, and data should be a string with a maximum length of 510 characters.

When you return data in that format, it will be stored as interaction data. This Interaction Data can then be used for other purposes, such as storing/sending to your CRM. Within the Talkative Chatbot, you can use the Interaction Data to:

1. Insert Data

You can insert Interaction Data as part of messages, in this case we can personalise the greeting to the customer, based on the fullname that we retrieved via fulfillment:

2. Route Based on Data

You can route to the next node based Interaction Data (for example, if you return status=”SHIPPED” or status=”DELIVERED”, you will be able to go down different decision tree branches in the chatbot.
In the example below, you can go down different paths based on the Interaction Data that we retrieved via fulfillment: