Pengenalan
Event channel.message_in dipicu ketika pesan diterima dari channel komunikasi manapun (WhatsApp, Telegram, Slack, Instagram, Facebook, dll.).
Event ini adalah webhook paling umum yang akan Anda terima, karena mewakili setiap pesan pelanggan yang masuk.
Trigger Event
Pelanggan mengirim pesan
↓
Platform CSKU AI
↓
Trigger webhook channel.message_in
↓
HTTP POST → URL Webhook Anda
Struktur Payload
{
"event": "channel.message_in",
"timestamp": 1738056000,
"conversation_id": "conv_abc123",
"conversation_label": "John Doe",
"need_human": 0,
"message": {
"id": "msg_xyz789",
"sender_name": "John Doe",
"channel": {
"id": "channel_merchant_id",
"name": "WhatsApp Business",
"engine": "wa"
},
"bisnis": {
"id": "biz_123",
"name": "My Business"
},
"user": {
"id": "merchant_456",
"name": "Merchant Name"
},
"content": {
"type": "text",
"text": "Halo, saya butuh bantuan dengan pesanan saya"
}
}
}
Deskripsi Field
Field Root
| Field | Tipe | Deskripsi |
|---|
event | string | Identifier event: channel.message_in |
timestamp | integer | Unix timestamp saat event terjadi |
conversation_id | string | Identifier percakapan unik |
conversation_label | string | Nama tampilan percakapan |
need_human | integer | Flag (0/1) jika percakapan butuh intervensi manusia |
message | object | Detail pesan (lihat di bawah) |
Field Message
| Field | Tipe | Deskripsi |
|---|
message.id | string | Identifier pesan unik |
message.sender_name | string | Nama pengirim pesan |
message.channel | object | Informasi channel (lihat di bawah) |
message.bisnis | object | Informasi bisnis (lihat di bawah) |
message.user | object | Informasi user merchant (lihat di bawah) |
message.content | object | Konten pesan (lihat di bawah) |
Field Channel
| Field | Tipe | Deskripsi |
|---|
channel.id | string | Identifier unik channel |
channel.name | string | Nama tampilan channel |
channel.engine | string | Tipe engine channel (lihat engine yang didukung) |
Engine Channel yang Didukung
| Engine | Channel |
|---|
wa | WhatsApp |
telegram | Telegram |
slack | Slack |
intercom | Intercom |
instagram | Instagram |
facebook | Facebook Messenger |
Field channel.engine membantu Anda mengidentifikasi platform asal pesan.
Field Bisnis & User
| Field | Tipe | Deskripsi |
|---|
message.bisnis.id | string | ID Bisnis |
message.bisnis.name | string | Nama bisnis |
message.user.id | string | ID user merchant |
message.user.name | string | Nama merchant |
Field Konten (Pesan Teks)
| Field | Tipe | Deskripsi |
|---|
message.content.type | string | Tipe pesan: text, image, video, audio, document |
message.content.text | string | Konten teks pesan (untuk pesan teks) |
{
"event": "channel.message_in",
"timestamp": 1738056000,
"conversation_id": "conv_abc123",
"conversation_label": "John Doe",
"need_human": 0,
"message": {
"id": "msg_xyz789",
"sender_name": "John Doe",
"channel": {
"id": "channel_merchant_id",
"name": "WhatsApp Business",
"engine": "wa"
},
"bisnis": {
"id": "biz_123",
"name": "My Business"
},
"user": {
"id": "merchant_456",
"name": "Merchant Name"
},
"content": {
"type": "image",
"attachments": [
{
"url": "https://example.com/media/image123.jpg",
"mime_type": "image/jpeg"
}
]
}
}
}
Field Attachment
| Field | Tipe | Deskripsi |
|---|
url | string | URL untuk mengakses file media |
mime_type | string | MIME type file (misal, image/jpeg, video/mp4) |
| Tipe | MIME Types |
|---|
image | image/jpeg, image/png, image/gif, image/webp |
video | video/mp4, video/avi, video/mov, video/webm |
audio | audio/mp3, audio/wav, audio/ogg, audio/aac |
document | application/pdf, application/msword, text/plain |
Contoh Implementasi
Node.js
app.post('/webhook', async (req, res) => {
const { event, message } = req.body;
if (event === 'channel.message_in') {
const { id, sender_name, content, channel } = message;
console.log(`Pesan baru dari ${sender_name}`);
// Tangani pesan teks
if (content.type === 'text') {
console.log('Pesan:', content.text);
// Simpan ke database
await db.messages.create({
message_id: id,
sender: sender_name,
text: content.text,
channel: channel.engine
});
}
// Tangani pesan media
if (content.attachments) {
content.attachments.forEach(attachment => {
console.log('URL Media:', attachment.url);
// Download atau proses media
});
}
}
res.status(200).send('OK');
});
Python
@app.route('/webhook', methods=['POST'])
def webhook():
data = request.get_json()
event = data.get('event')
message = data.get('message')
if event == 'channel.message_in':
msg_id = message['id']
sender = message['sender_name']
content = message['content']
channel = message['channel']
print(f"Pesan baru dari {sender}")
# Tangani pesan teks
if content['type'] == 'text':
text = content['text']
print(f"Pesan: {text}")
# Simpan ke database
db.messages.create(
message_id=msg_id,
sender=sender,
text=text,
channel=channel['engine']
)
# Tangani pesan media
if 'attachments' in content:
for attachment in content['attachments']:
print(f"URL Media: {attachment['url']}")
return 'OK', 200
Use Case
Otomasi Dukungan Pelanggan
Trigger respons otomatis atau arahkan ke tim dukungan yang tepat berdasarkan konten pesan.
Log pesan pelanggan di sistem CRM Anda untuk riwayat percakapan lengkap.
Analisis pola pesan masuk, waktu puncak, dan sentimen pelanggan.
Tangkap dan kualifikasi lead dari pertanyaan pelanggan yang masuk.
Download dan simpan gambar atau dokumen yang dikirim pelanggan.
Praktik Terbaik
Ikuti praktik ini saat menangani event channel.message_in.
-
Validasi Struktur Payload
if (!event || !message || !message.content) {
console.error('Struktur payload tidak valid');
return res.status(400).send('Invalid payload');
}
-
Deduplikasi Event
const processedEvents = new Set();
const eventId = `${event}_${message.id}`;
if (processedEvents.has(eventId)) {
return res.status(200).send('OK');
}
processedEvents.add(eventId);
-
Tangani Berbagai Tipe Konten
if (content.type === 'text') {
// Tangani teks
} else if (content.attachments) {
// Tangani media
} else {
console.warn('Tipe konten tidak dikenal:', content.type);
}
-
Simpan Konteks Percakapan
// Lacak state percakapan
const conversationState = {
id: conversation_id,
label: conversation_label,
needsHuman: need_human === 1
};
await db.conversations.upsert(conversationState);
Penanganan Error
app.post('/webhook', async (req, res) => {
try {
const { event, message } = req.body;
if (event === 'channel.message_in') {
// Proses pesan
await handleIncomingMessage(message);
}
res.status(200).send('OK');
} catch (error) {
console.error('Error memproses channel.message_in:', error);
// Tetap kembalikan 200 untuk menghindari retry pada error pemrosesan
res.status(200).send('OK');
}
});
Kembalikan 200 OK meskipun Anda mengalami error pemrosesan, kecuali Anda ingin CSKU AI me-retry webhook.
Event Terkait
