Webhook Integration Guide: Thunai App with ServiceNow

To configure ServiceNow to trigger a webhook to Thunai whenever an Incident, Task, Problem, or Change Request is created or updated, follow the steps below:

Step-by-Step Guide

1. Prepare the Webhook in Thunai

Go to:

Thunai Dashboard → Application → MCP Tool

This will redirect you to the Create Custom App page.

• Click Create

  Fill the required fields:

  • App Name
  • Type: Event-Based
  • (Optional: Add Description and Logo)

• Once created, enable the toggle

  Add a Webhook:

  • Webhook Name
  • Primary Key (mandatory for payload mapping)
  • Add Webhook Fields in JSON (based on ServiceNow modules):

{
  "table": "{{table}}",
  "number": "{{number}}",
  "short_description": "{{short_description}}",
  "description": "{{description}}",
  "priority": "{{priority}}",
  "state": "{{state}}",
  "sys_id": "{{sys_id}}",
  "created_on": "{{created_on}}",
  "updated_on": "{{updated_on}}",
  "assigned_to": "{{assigned_to}}",
  "assignment_group": "{{assignment_group}}"
}

After saving, you will get:

• Webhook Name
• Webhook CURL Endpoint
• JSON structure (as above)

2. Create a Webhook Trigger in ServiceNow

Business Rule Setup

Login to ServiceNow and navigate to:

 Left Menu Search → Business Rules

• Click New

  Fill the details:

  • Name: (Example: Thunai Webhook Trigger)

    Table Selection:

    • Incident → incident
    • Task → task
    • Problem → problem

    • Change Request → change_request

      Enable:

    • Active
    • Advanced

When to Run

• When: After

  Check:

  • Insert
  • Update
• (Optional) Add conditions (e.g., only for High-Priority items)

Webhook Script (Advanced Tab)

Paste the script below:

(function executeRule(current, previous) {

    try {
        gs.info("WEBHOOK BUSINESS RULE TRIGGERED");

        var endpoint = "YOUR_WEBHOOK_URL_HERE";

        var payload = {
            table: current.getTableName(),
            number: current.number.toString(),
            short_description: current.short_description.toString(),
            description: current.description.toString(),
            priority: current.priority.toString(),
            state: current.state.toString(),
            sys_id: current.sys_id.toString(),
            created_on: current.sys_created_on.toString(),
            updated_on: current.sys_updated_on.toString(),
            assigned_to: current.assigned_to.getDisplayValue(),
            assignment_group: current.assignment_group.getDisplayValue()
        };

        var rm = new sn_ws.RESTMessageV2();
        rm.setEndpoint(endpoint);
        rm.setHttpMethod("POST");
        rm.setRequestHeader("Content-Type", "application/json");

        // Basic Authentication
        var username = "YOUR_USER_NAME_HERE";  
        var password = "YOUR_PASSWORD_HERE";
        rm.setBasicAuth(username, password);

        rm.setRequestBody(JSON.stringify(payload));

        var response = rm.execute();
        gs.info("Webhook Response: " + response.getBody());

    } catch (ex) {
        gs.error("Webhook Error: " + ex);
    }

})(current, previous);

Replace:

• YOUR_WEBHOOK_URL_HERE

• Username and Password with Thunai API Auth credentials

  (From Thunai Dashboard → Settings → API Keys)

• Click Save

3. Test the Integration

• Create or update a record in ServiceNow based on your chosen table

• Webhook should automatically trigger

  Validate logs from:

  • ServiceNow Logs
  • Thunai Logs Dashboard

Voice/Chat Agent Workflow Integration

If mapped under Workflow Version 3, then:

• While creating a workflow, select the ServiceNow webhook-enabled application
• When a record is created/updated, Thunai will trigger the agent workflow automatically