| REQUIRED USER ROLE API User | PERMISSION OVERVIEW View permissions by role |
There are three ways to access Freeform Topics applied to Conversations for analysis and reporting using your preferred analytics tool.
User permissions
While Team Manager roles can create and manage Freeform Topics, they cannot access the Webhooks settings and AWS EventBridge app in Gladly. Webhooks settings access requires, at minimum, the API User role and access to Apps requires Administrator permission.
Webhooks
Use Webhooks to send notifications, such as adding or removing Freeform Topic Events, to the endpoint of your choice.
Create the webhook in Gladly.
Tip – You can deactivate or delete webhooks anytime.
In the Create Webhooks page, In the Events field, select one or both of the following events based on your use case.
CONVERSATION/CUSTOM_ATTRIBUTE_ADDED
CONVERSATION/CUSTOM_ATTRIBUTE_REMOVED
Save the webhook setup and set up your external app to use the Freeform Topics. Gladly will broadcast the events to the URL specified in the Webhook URL field.
Tip – Use the webhooks logs to monitor webhook events or to troubleshoot issues.
API
Custom attributes power Freeform Topics through API
Custom attributes power Freeform Topics through API, the Conversations API, the Events API, and events used in Webhooks.
Access Freeform Topics applied to Conversations via the getConversation API. The response from the API will include the attributes that have been associated with Conversations.
When beginning to use Freeform Topics for the first time but setting up API calls at a future date, Conversations applied with Freeform Topics would still be included from when they're first used, regardless of when the API call is made.
AWS EventBridge
Utilize AWS EventBridge to receive Freeform Topics attributes broadcasted by Gladly.
Set up or edit AWS EventBridge in Gladly.
For Entity Types the AWS EventBridge setup, select Conversation.
As with all AWS EventBridge broadcasts, the schema will be consistent across webhook and Events API.