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Very happy to see this released as a fast follow to the Unmark Answer feature: 

 

Here’s what I’ve learned from testing this webhook: 

  • DOES trigger on answers unmarked by the button (as you’d expect)
    Webhook triggers when this button is clicked
  • DOES trigger when an Admin, Moderator, or Community Manager uses the Unmark Answer button in the backend Control moderation view. 
     
  • Does NOT trigger on questions when the answer CHANGES
    • User clicks Best Answer button on another reply
    • Answer changes from previously marked answer to the new reply
    • But GOOD NEWS the question.Answered webhook does trigger in a way where you can track this, as the payload includes these two fields: 
      Payload data for question.Answered webhook that shows when an answer is changed

       

Takeaways

IF you want to track ALL instances of when an answer is removed, including when it is REPLACED with another reply marked as the answer…

THEN you need to automate alerts on two webhook events: ;

  1. question.AnswerRemoved - notifies of events based on the button
  2. question.Answered - notifies of all events when an answer is marked
    • Set up your automation to filter for only when the payload contains data for the Previous Answer Id or Author Id

@ Gainsight team, FYI I noticed that the API documentation for question.Answered webhook event is out of date. The event payload example does not include the Previous Answer data. 

Hey Danny, thanks for the thorough feedback on this new webhook!  I’ll pass this on to our Product folks and will make sure to mention your comment about the API documentation not being complete.

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