Your organization has certain obligations towards its customers in terms of communication. For example, your organization would not allow agents to text all their tier-1 customers at midnight. Therefore, there should be a workflow that can control such communication events using a defined set of rules.

Content review and approval allow you to create a workflow on Comm100 Control Panel in which all messages must go through before sending them to customers. On Comm100 Agent Console, a webhook is triggered for each message to review for approval or rejection. On final approval, it then sends out the message to the customer.

Content Review and Approval on Control Panel

To enable content review and approval via webhook, follow these steps:

1. Log in to Comm100 Control Panel.
2. From the left navigation menu, go to Ticketing & Messaging > Settings > Content Review and Approval.
   
3. On the Content Review and Approval page, turn ON the toggle key.
   The Apply to the Following Channel Account and Webhook section appears.
   
4. In the Apply to the Following Channel Account section, select the channel accounts you want to use for the content review.
   
5. In the Webhook section, provide the URL to which you want to send the reply content. It is a mandatory field.
   
6. In the Webhook headers section:
   1. Click + New Webhook Header.
   2. Provide Key and Value for Webhook header.
      Note:  Empty Key and Value is not allowed for the Webhook headers.
      
7. In the Additional Post Body section, enter the additional webhook body JSON. You can use the dynamic info fields to create your additional post body JSON.
8. Optional: You can remove the default post body JSON and only send the additional post body JSON by selecting the Only send the additional post body check box.
   
9. Click Save.

Content Review and Approval on Agent Console

On Comm100 Agent Console, when your agent tries to send a message and meet the conditions, the message is not sent out from the reply area until the webhook response approves or rejects the message. Your agent sees a waiting indicator when the message is waiting for approval. If the message is approved, it is sent immediately. 

If the message is rejected, your agent sees a notification for the rejection. Your agent can try to change the message content and send it again. 

Webhook Failed Case

If a webhook call fails for the following reasons—no HTTP connection, reply timeout, server downtime, or incorrect webhook URL. Then after the standard HTTP retry times, the message becomes ‘Rejected’ and the message is displayed as System Error: Approval API call failed, please report to your admin.

So, when the webhook connection is fixed, your agent can retry to send the same rejected message to the customer. 

To learn more about the Post Body request for Webhook, see this article.