Register a Zendesk AI agent webhook and handle real-time conversation events

Steps

1. In the Zendesk Admin Center or via the Webhooks API, create a webhook targeting your HTTPS endpoint with the appropriate signing secret for payload verification.
2. Subscribe the webhook to AI agent conversation events such as conversation:start, message:received, and conversation:end via the Zendesk webhooks subscription API.
3. In your endpoint handler, validate the incoming request by computing an HMAC-SHA256 digest of the raw request body using the signing secret and comparing it to the value in the X-Zendesk-Webhook-Signature header.
4. Parse the event payload to extract the session ID, conversation history, and any collected variable values from the bot session.
5. Respond to the webhook with a 200 status within the Zendesk-specified timeout; offload any heavy processing to an async queue to avoid response timeouts that would cause Zendesk to retry delivery.
6. Handle duplicate event delivery by implementing idempotency checks on the event ID field in the payload; webhook retries can deliver the same event more than once.