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Pancake

Pancake is an omni-channel customer service and inbox management platform. The Pancake channel adapter allows your agent to handle messages (INBOX) and post/page comments (COMMENT) directly from Pancake, and can skip conversations carrying any configured ignore tag so staff can take over in Pancake.

Configuration​

Define a Pancake channel with definePancakeChannel and attach it to an agent:

broods/index.ts
import {
  defineAgent,
  definePancakeChannel,
  env,
} from "broods";

export const pancake = definePancakeChannel({
  pageId: env.PANCAKE_PAGE_ID,
  pageAccessToken: env.PANCAKE_PAGE_ACCESS_TOKEN,
  webhookSecret: env.PANCAKE_WEBHOOK_SECRET,
  senderId: env.PANCAKE_SENDER_ID,
  ignoreTagIds: ["123"],
});

export const myAgent = defineAgent({
  name: "my-agent",
  config: {
    channels: [pancake],
  },
});

Configuration Fields​

  • pageId (Required): The unique ID of the Pancake page.
  • pageAccessToken (Required): The access token generated within Pancake to authorize API calls.
  • webhookSecret (Required): A random value you generate. Pancake does not sign its webhooks, so the secret rides on the webhook URL instead and every request is checked against it.
  • senderId (Optional): The ID of the staff/user in Pancake who sends the replies. If set, responses sent by the agent will appear as sent by this user.
  • options (Optional):
    • ignoreTagIds (Optional): Array of Pancake conversation tag IDs that mark a conversation as human handoff. When any of these tags is present, the webhook event is ignored.

Register the webhook URL in Pancake with the secret as a query parameter — requests without a matching secret are rejected with 401:

https://<agent-service-url>/webhooks/<accountId>/<agentId>/pancake?secret=<webhookSecret>

Human Handoff Tags​

When human staff need to take over a conversation, add one of the configured ignore tags in Pancake. The adapter checks the tag IDs already included in the Pancake webhook payload.

How it Works​

When options.ignoreTagIds is configured, every incoming message webhook checks conversation.tags:

  1. No ignore tag: The agent operates normally and automatically handles responses.
  2. Ignore tag present: The adapter ignores the event and returns 200 OK to Pancake, bypassing the agent run entirely. This allows human operators to respond manually in the Pancake dashboard without interference from the agent.
  3. Return to auto mode: Remove the tag in Pancake. The next customer message can run the agent again.