Webhooks

Real-time event notifications and automated workflow triggers through SOLVEFORCE webhook integration, enabling instant response to service events, billing changes, and system alerts.

🎯 Webhook Overview

SOLVEFORCE webhooks provide real-time HTTP-based event notifications that enable your applications and systems to respond instantly to service changes, billing events, support activities, and system alerts without continuous polling.

🌟 Webhook Key Features

Real-Time Event Delivery:

Instant HTTP POST notifications to your endpoints
Guaranteed delivery with automatic retry mechanisms
Event deduplication and ordering guarantees
Payload signing for security and authenticity verification
Configurable timeout and retry policies

Comprehensive Event Coverage:

Service status changes and health monitoring events
Billing and payment processing notifications
Support ticket creation, updates, and resolution
User account changes and access modifications
Security alerts and compliance notifications

Enterprise-Grade Reliability:

99.9% delivery SLA with automatic failover
Exponential backoff retry strategy
Dead letter queue for failed deliveries
Monitoring and alerting for webhook health
Detailed delivery logs and analytics

🔔 Event Types and Payloads

📞 Service Events

Service Status Changes:

{
  "event_type": "service.status.changed",
  "event_id": "evt_1234567890",
  "timestamp": "2024-01-15T10:30:00Z",
  "data": {
    "service_id": "svc_voice_001",
    "service_name": "Primary Voice Service",
    "previous_status": "healthy",
    "current_status": "degraded",
    "location": "Chicago Data Center",
    "impact": "medium",
    "affected_users": 150,
    "estimated_resolution": "2024-01-15T11:00:00Z"
  },
  "account": {
    "id": "acc_123456",
    "name": "Acme Corporation"
  }
}

Service Provisioning Events:

{
  "event_type": "service.provisioned",
  "event_id": "evt_1234567891",
  "timestamp": "2024-01-15T14:45:00Z",
  "data": {
    "service_id": "svc_data_002",
    "service_type": "fiber_internet",
    "bandwidth": "1000mbps",
    "location": {
      "address": "123 Main St, Chicago, IL 60601",
      "site_id": "site_001"
    },
    "activation_date": "2024-01-15T14:45:00Z",
    "billing_start_date": "2024-01-16T00:00:00Z"
  }
}

Maintenance Notifications:

{
  "event_type": "service.maintenance.scheduled",
  "event_id": "evt_1234567892",
  "timestamp": "2024-01-10T09:00:00Z",
  "data": {
    "maintenance_id": "mnt_001",
    "title": "Network Equipment Upgrade",
    "description": "Upgrading core router firmware",
    "affected_services": ["svc_data_001", "svc_voice_001"],
    "start_time": "2024-01-20T02:00:00Z",
    "end_time": "2024-01-20T06:00:00Z",
    "impact": "Service interruption expected",
    "advance_notice_days": 10
  }
}

💰 Billing Events

Invoice Generation:

{
  "event_type": "billing.invoice.generated",
  "event_id": "evt_1234567893",
  "timestamp": "2024-01-01T00:00:00Z",
  "data": {
    "invoice_id": "inv_202401001",
    "invoice_number": "SF-2024-001",
    "amount": 2500.00,
    "currency": "USD",
    "due_date": "2024-01-31T23:59:59Z",
    "billing_period": {
      "start": "2024-01-01T00:00:00Z",
      "end": "2024-01-31T23:59:59Z"
    },
    "line_items": [
      {
        "service_id": "svc_voice_001",
        "description": "Voice Services - 100 Users",
        "amount": 1500.00
      }
    ]
  }
}

Payment Processing:

{
  "event_type": "billing.payment.processed",
  "event_id": "evt_1234567894",
  "timestamp": "2024-01-15T16:30:00Z",
  "data": {
    "payment_id": "pay_987654321",
    "invoice_id": "inv_202401001",
    "amount": 2500.00,
    "currency": "USD",
    "payment_method": "credit_card",
    "status": "succeeded",
    "transaction_id": "txn_abc123def456"
  }
}

Usage Alerts:

{
  "event_type": "billing.usage.threshold_exceeded",
  "event_id": "evt_1234567895",
  "timestamp": "2024-01-15T18:00:00Z",
  "data": {
    "service_id": "svc_data_001",
    "metric": "bandwidth_usage",
    "threshold": 80,
    "current_usage": 85,
    "threshold_type": "percentage",
    "billing_period": "current_month",
    "projected_overage": 150.00
  }
}

🎫 Support Events

Ticket Creation:

{
  "event_type": "support.ticket.created",
  "event_id": "evt_1234567896",
  "timestamp": "2024-01-15T11:15:00Z",
  "data": {
    "ticket_id": "tkt_456789",
    "title": "Voice Quality Issues",
    "description": "Customers reporting poor call quality",
    "priority": "high",
    "category": "voice_services",
    "status": "open",
    "assigned_to": "John Smith",
    "customer_contact": {
      "name": "Jane Doe",
      "email": "jane.doe@acme.com",
      "phone": "+1-555-0123"
    }
  }
}

Ticket Resolution:

{
  "event_type": "support.ticket.resolved",
  "event_id": "evt_1234567897",
  "timestamp": "2024-01-15T15:45:00Z",
  "data": {
    "ticket_id": "tkt_456789",
    "resolution": "Replaced faulty network equipment",
    "resolution_time_minutes": 270,
    "customer_satisfaction": 5,
    "resolved_by": "John Smith"
  }
}

🔐 Security Events

Security Alerts:

{
  "event_type": "security.alert.created",
  "event_id": "evt_1234567898",
  "timestamp": "2024-01-15T20:30:00Z",
  "data": {
    "alert_id": "sec_alert_001",
    "severity": "critical",
    "type": "unauthorized_access_attempt",
    "source_ip": "192.168.1.100",
    "target_service": "voice_admin_portal",
    "description": "Multiple failed login attempts detected",
    "mitigation_actions": ["ip_blocked", "account_locked"]
  }
}

⚙️ Webhook Configuration

🔧 Setup and Registration

Webhook Registration Process:

API Authentication: Obtain API credentials and access tokens
Endpoint Configuration: Configure your webhook endpoint URL
Event Subscription: Select specific event types to receive
Security Setup: Configure webhook signing and verification
Testing: Validate webhook delivery and payload processing

Registration API Example:

# Webhook Registration
import requests

webhook_config = {
    "url": "https://your-app.com/webhooks/solveforce",
    "events": [
        "service.status.changed",
        "billing.invoice.generated",
        "support.ticket.created"
    ],
    "secret": "your-webhook-secret",
    "active": True,
    "description": "Production webhook for service monitoring"
}

response = requests.post(
    "https://api.solveforce.com/v1/webhooks",
    headers={
        "Authorization": "Bearer your-api-token",
        "Content-Type": "application/json"
    },
    json=webhook_config
)

webhook_id = response.json()["webhook_id"]

🔐 Security and Authentication

Webhook Signature Verification:

import hmac
import hashlib

def verify_webhook_signature(payload, signature, secret):
    """Verify webhook payload signature"""
    expected_signature = hmac.new(
        secret.encode('utf-8'),
        payload.encode('utf-8'),
        hashlib.sha256
    ).hexdigest()
    
    return hmac.compare_digest(f"sha256={expected_signature}", signature)

# Example webhook handler
def handle_webhook(request):
    payload = request.body
    signature = request.headers.get('X-SolveForce-Signature')
    secret = os.environ['WEBHOOK_SECRET']
    
    if not verify_webhook_signature(payload, signature, secret):
        return HttpResponse(status=401)
    
    event_data = json.loads(payload)
    process_event(event_data)
    
    return HttpResponse(status=200)

Security Best Practices:

HTTPS Only: Always use HTTPS for webhook endpoints
Signature Verification: Validate all webhook payloads with signatures
IP Whitelisting: Restrict webhook sources to SOLVEFORCE IP ranges
Rate Limiting: Implement rate limiting for webhook endpoints
Logging: Log all webhook events for audit and troubleshooting

📡 Endpoint Requirements

Technical Requirements:

HTTPS Protocol: SSL/TLS encryption required
Response Time: Respond within 30 seconds
Status Codes: Return appropriate HTTP status codes
Idempotency: Handle duplicate events gracefully
Content Type: Accept application/json payloads

Recommended Response Codes:

# Webhook Response Handling
def webhook_response_codes():
    return {
        200: "Success - Event processed successfully",
        201: "Created - Event created new resource",
        204: "No Content - Event acknowledged, no action needed",
        400: "Bad Request - Invalid payload format",
        401: "Unauthorized - Invalid signature",
        403: "Forbidden - Access denied",
        404: "Not Found - Endpoint not available",
        429: "Too Many Requests - Rate limit exceeded",
        500: "Internal Error - Temporary processing error",
        503: "Service Unavailable - Temporarily unable to process"
    }

🔄 Event Processing and Workflows

🚀 Event Handling Patterns

Immediate Response Pattern:

# Immediate processing for time-sensitive events
async def handle_service_outage(event_data):
    if event_data["data"]["current_status"] == "outage":
        # Immediate actions
        await send_emergency_alert(event_data)
        await activate_backup_services(event_data["data"]["service_id"])
        await notify_incident_team(event_data)
    
    return {"status": "processed", "actions": ["alert_sent", "backup_activated"]}

Queued Processing Pattern:

# Queue non-urgent events for batch processing
from celery import Celery

app = Celery('webhook_processor')

@app.task
def process_billing_event(event_data):
    """Process billing events asynchronously"""
    if event_data["event_type"] == "billing.invoice.generated":
        update_accounting_system(event_data)
        send_customer_notification(event_data)
        update_customer_portal(event_data)

Workflow Orchestration:

# Complex workflow triggered by webhook events
def orchestrate_service_provisioning(event_data):
    if event_data["event_type"] == "service.provisioned":
        workflow = [
            update_inventory_system,
            configure_monitoring,
            send_welcome_email,
            schedule_follow_up,
            update_billing_system
        ]
        
        for step in workflow:
            try:
                step(event_data)
            except Exception as e:
                handle_workflow_error(step, event_data, e)
                break

📊 Event Analytics and Monitoring

Event Processing Metrics:

# Event processing analytics
class WebhookAnalytics:
    def track_event_processing(self, event_type, processing_time, status):
        metrics = {
            "event_type": event_type,
            "processing_time_ms": processing_time,
            "status": status,
            "timestamp": datetime.utcnow()
        }
        
        # Send to analytics platform
        self.analytics_client.track("webhook_processed", metrics)
    
    def get_processing_stats(self, time_range="24h"):
        return {
            "total_events": self.count_events(time_range),
            "success_rate": self.calculate_success_rate(time_range),
            "avg_processing_time": self.avg_processing_time(time_range),
            "error_rate": self.calculate_error_rate(time_range)
        }

🛠️ Implementation Examples

🏢 Enterprise Integration Examples

Slack Notification Integration:

import slack_sdk

def send_slack_notification(webhook_event):
    """Send service alerts to Slack channels"""
    client = slack_sdk.WebClient(token=os.environ['SLACK_BOT_TOKEN'])
    
    if webhook_event["event_type"] == "service.status.changed":
        data = webhook_event["data"]
        
        if data["current_status"] in ["degraded", "outage"]:
            message = f"""
🚨 *Service Alert*
*Service:* {data['service_name']}
*Status:* {data['current_status'].title()}
*Impact:* {data['impact'].title()}
*Affected Users:* {data['affected_users']}
*ETA:* {data.get('estimated_resolution', 'Unknown')}
            """
            
            client.chat_postMessage(
                channel="#service-alerts",
                text=message,
                username="SOLVEFORCE Monitor"
            )

ServiceNow Integration:

def create_servicenow_incident(webhook_event):
    """Create ServiceNow incident from service outage"""
    if (webhook_event["event_type"] == "service.status.changed" and 
        webhook_event["data"]["current_status"] == "outage"):
        
        incident_data = {
            "short_description": f"SOLVEFORCE Service Outage: {webhook_event['data']['service_name']}",
            "description": f"Service outage detected for {webhook_event['data']['service_name']}",
            "priority": "1" if webhook_event["data"]["impact"] == "high" else "2",
            "category": "Network",
            "subcategory": "Telecommunications",
            "caller_id": "solveforce_integration",
            "assignment_group": "Network Operations"
        }
        
        # Create incident via ServiceNow API
        response = requests.post(
            f"{servicenow_instance}/api/now/table/incident",
            auth=(servicenow_user, servicenow_pass),
            headers={"Content-Type": "application/json"},
            json=incident_data
        )

CRM Integration Example:

def update_salesforce_account(webhook_event):
    """Update Salesforce account with service information"""
    if webhook_event["event_type"] == "service.provisioned":
        sf_client = SalesforceAPI(
            username=os.environ['SF_USERNAME'],
            password=os.environ['SF_PASSWORD'],
            security_token=os.environ['SF_TOKEN']
        )
        
        account_update = {
            "Latest_Service_Addition__c": webhook_event["data"]["service_type"],
            "Last_Service_Date__c": webhook_event["timestamp"],
            "Service_Status__c": "Active"
        }
        
        sf_client.Account.update(
            webhook_event["account"]["salesforce_id"],
            account_update
        )

🔄 Automation Workflows

Multi-Step Automation:

class ServiceProvisioningWorkflow:
    def __init__(self):
        self.steps = [
            self.validate_service_data,
            self.update_inventory,
            self.configure_monitoring,
            self.notify_stakeholders,
            self.schedule_follow_up
        ]
    
    def process_webhook(self, event_data):
        if event_data["event_type"] == "service.provisioned":
            for step in self.steps:
                try:
                    result = step(event_data)
                    self.log_step_completion(step.__name__, result)
                except Exception as e:
                    self.handle_step_failure(step.__name__, e, event_data)
                    break
    
    def validate_service_data(self, event_data):
        # Validate service provisioning data
        required_fields = ["service_id", "service_type", "location"]
        for field in required_fields:
            if field not in event_data["data"]:
                raise ValueError(f"Missing required field: {field}")
        return {"status": "validated"}
    
    def update_inventory(self, event_data):
        # Update inventory management system
        inventory_api.add_service(
            service_id=event_data["data"]["service_id"],
            service_type=event_data["data"]["service_type"],
            location=event_data["data"]["location"]
        )
        return {"status": "inventory_updated"}

📊 Monitoring and Troubleshooting

📈 Webhook Health Monitoring

Health Check Endpoint:

@app.route('/webhook/health', methods=['GET'])
def webhook_health():
    """Health check endpoint for webhook monitoring"""
    health_status = {
        "status": "healthy",
        "timestamp": datetime.utcnow().isoformat(),
        "checks": {
            "database": check_database_connection(),
            "external_apis": check_external_apis(),
            "processing_queue": check_queue_health()
        }
    }
    
    overall_status = all(health_status["checks"].values())
    health_status["status"] = "healthy" if overall_status else "unhealthy"
    
    return jsonify(health_status), 200 if overall_status else 503

Performance Monitoring:

class WebhookMonitoring:
    def __init__(self):
        self.metrics_client = MetricsClient()
    
    def track_processing_time(self, event_type, start_time):
        processing_time = (datetime.utcnow() - start_time).total_seconds() * 1000
        self.metrics_client.histogram(
            "webhook.processing_time",
            processing_time,
            tags={"event_type": event_type}
        )
    
    def track_error_rate(self, event_type, error_type):
        self.metrics_client.increment(
            "webhook.errors",
            tags={"event_type": event_type, "error_type": error_type}
        )

🔍 Troubleshooting Common Issues

Failed Delivery Debugging:

def debug_webhook_delivery():
    """Debug webhook delivery issues"""
    common_issues = {
        "timeout": "Check endpoint response time (must be < 30s)",
        "ssl_error": "Verify HTTPS certificate is valid",
        "404_error": "Check webhook endpoint URL is correct",
        "signature_mismatch": "Verify webhook secret and signature calculation",
        "rate_limit": "Implement exponential backoff for retries"
    }
    
    return common_issues

def validate_webhook_endpoint(url, secret):
    """Validate webhook endpoint configuration"""
    test_payload = {
        "event_type": "webhook.test",
        "event_id": "test_123",
        "timestamp": datetime.utcnow().isoformat(),
        "data": {"test": True}
    }
    
    signature = generate_signature(json.dumps(test_payload), secret)
    
    try:
        response = requests.post(
            url,
            json=test_payload,
            headers={
                "X-SolveForce-Signature": signature,
                "Content-Type": "application/json"
            },
            timeout=30
        )
        
        return {
            "status": "success" if response.status_code == 200 else "failed",
            "response_code": response.status_code,
            "response_time": response.elapsed.total_seconds()
        }
    except Exception as e:
        return {"status": "error", "error": str(e)}

📚 Resources and Support

🛠️ Development Tools

Webhook Testing Tools:

ngrok: Local development tunnel for webhook testing
Webhook.site: Online webhook testing and inspection
Postman: API testing and webhook simulation
cURL: Command-line webhook testing
SOLVEFORCE Webhook Tester: Built-in webhook testing dashboard

Code Examples Repository:

# Clone webhook examples repository
git clone https://github.com/solveforce/webhook-examples.git

# Available examples:
# - Python Flask webhook handler
# - Node.js Express webhook server
# - PHP webhook processor
# - Java Spring Boot webhook service
# - C# ASP.NET webhook controller

📞 Support Resources

Technical Support:

Developer Documentation: webhooks.solveforce.com
API Support: webhook-support@solveforce.com
Community Forum: community.solveforce.com/webhooks
Live Chat: Available 24/7 for webhook technical issues
Phone Support: 1-888-WEBHOOK-HELP

Professional Services:

Custom Webhook Development: End-to-end webhook implementation
Integration Consulting: Architecture and best practice guidance
Performance Optimization: Webhook performance tuning and optimization
Security Assessment: Webhook security review and hardening
Training Programs: Webhook development and integration training

Contact Information:

Webhook Support: webhook-support@solveforce.com
Technical Documentation: docs@solveforce.com
Integration Services: integrations@solveforce.com
Developer Relations: developers@solveforce.com

Your Real-Time Integration Partner – SOLVEFORCE Webhooks.

Comprehensive webhook platform designed to provide instant event notifications, automated workflow triggers, and seamless real-time integration capabilities for all your telecommunications and IT service management needs.

SOLVEFORCE.COM Documentation