Webhook Block
The webhook block is one of the four action blocks available in the Guided Conversations bot builder. This block enables the conversation flow to interact with Zoho Desk processes or other Zoho or third-party services. The webhook block uses APIs from Zoho or third-party services to make this interaction possible. Therefore, any data that can be accessed or any action that can be performed using APIs can be included in the conversation flow through webhook blocks.
Why use a webhook block in your GC flow?
Webhooks significantly enhance the functionality and responsiveness of a chatbot by allowing it to interact with external systems and services in real-time, offering a more dynamic, scalable, and efficient chatbot experience.
1. Real-time communication with external systems
- Webhooks allow chatbots to fetch and post data to external systems (e.g., CRMs, databases, APIs) instantly, without waiting for manual input leading to cross-integration with services.
- This ensures that the chatbot provides timely and relevant information, enhancing user experience.
2. Dynamic response generation
- Instead of static responses, webhooks enable the chatbot to deliver personalized and dynamic responses based on external data.
3. Handling complex requests
- Some user queries may require complex actions, like triggering workflows in other systems.
- Webhooks enable the chatbot to handle these requests efficiently by calling external services and returning results.
4. Scalability
- Chatbots integrated with webhooks can scale more easily and would not require to store or process any data.
- Webhooks allow chatbots to interact with multiple platforms by syncing with external systems, ensuring consistency across all platforms.
5. Automating business processes
- Chatbots using webhooks can automate repetitive tasks, such as updating CRM records, sending notifications, or processing payments, making business operations more efficient.
6. Speedy responses
- By using webhooks, chatbots can instantly communicate with third-party services, reducing the delay in response time and improving the overall speed of interactions.
7. Improved error handling
- In case of errors or system down times, webhooks provide detailed and precise error responses that allow the chatbot to handle exceptions with ease. For example, showing an error message or retrying the request.
8. Managing event-driven triggers
- Webhooks can be used to trigger specific actions in response to real-time events.
- This allows the chatbot to stay proactive, sending alerts or updating information as soon as new events happen.
Business scenario
Imagine John is visiting the Zylker website to request a zPad replacement because his screen is broken. Since he's already bought a Zylker product, the Webhook block will try to find his name or email in their database using API calls. If John is already a contact in their system, the bot will create a ticket for him and send the ticket ID as confirmation. If he's not in their system, the bot will create a new contact for John and then generate a ticket ID. The webhook block helps by checking if John is an existing customer and, if so, retrieving his details to make ticket creation easier.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
- Zoho Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho Writer?
Create. Review. Publish.
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
Related Articles
Connections in Webhook Block
When you’re working with webhooks in a bot flow, whether you’re retrieving data, updating a record, or triggering a third-party service, you often need to establish a secure connection with an external application. That’s where Connections come into ...Multipath in Webhook Block
Not every API call ends the same way. When your chatbot interacts with external systems using a Webhook block, you often expect different types of responses. Some API calls are successful, like when the system finds a customer’s data, while others ...Response in Webhook Block
Once your webhook sends a request to an external API, it often receives a response. This is where the Response List in the webhook block becomes incredibly useful. It lets you capture and use the data that comes back from the API, right inside your ...Request Timeout in Webhook Block
When your chatbot connects to an external service, it uses a webhook block to send a request to that service’s API. Now imagine the service takes too long to respond. What should your chatbot do? Wait forever? Give up too early? That’s exactly what ...URL Field in Webhook Block
Where it knows to go! You’ll need to enter the exact REST API endpoint of the third-party app you want to interact with in the URL field; whether you’re sending data, fetching it, updating something, or deleting it. Think of this field as the ...
New to Zoho LandingPage?
Zoho LandingPage Resources