In this architecture, the webhook has two main sections. One section communicates with the bot and the agent through REST endpoints. It is the webhook implementation section. The other section is the message transformation section. The image demonstrates that the bot contacts the webhook at the webhook's
/bot/message endpoint. The message is then sent to the transformation section to be prepared for the live agent system. Similarly, the agent system contacts the webhook at the webhook's
/agent/message endpoint. The agent message is sent to the transformation section to be prepared for the chatbot system.