Webhook Blocks in Guided Conversations - Zoho Desk Knowledgebase

Configuring Webhook Block in Guided Conversations

The webhook block is one of the three action blocks available in Guided Conversations. This block enables the conversation flow to interact with Zoho Desk processes or other Zoho services 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 a conversation flow through webhook blocks.

Business Scenario

Let's say John is visiting the Zylker website to request a zPad replacement, as his screen is broken. Because he has already purchased a Zylker product, the Webhook block will try to retrieve his name or email address from the database using API calls. If he is already a contact in their business account, the bot will create a ticket for John and submit his ticket ID as confirmation. If John is not a contact, then it will go ahead and create a contact and then create a ticket ID for John. The webhook block here helps in finding out if John is an existing customer or not, and if yes, it will fetch all his details and ease the process of ticket creation.

Adding a Webhook Block

To add a webhook block to a flow, perform the following steps:
  1. Go to Setup > Self Service > Guided Conversations.
  2. Select the Flow in which you want to add the Webhook block.
  3. On the Guided Conversations builder, click the Add Block button (  ).
    The
    Add Block panel will appear on the right.
  4. On this panel, click Action Blocks and select Webhook.



  5. In the Webhook block panel that appears, enter the following details:
    1. Block name: Enter a name for the block. For example: 'Fetch Contact'
    2. Method: Choose an API call method from the list.
      1. Get: Fetches resources from existing contacts.
      2. Patch: Makes partial changes to be applied to an existing resource.
      3. Post: Creates or updates an existing resource.
      4. Put: Modifies a singular resource which is already a part of resources.
      5. Delete: Deletes an existing resource.
        After this API is executed, the URL in the webhook stops receiving event information.
    3. Enter the REST API URL of the third-party application in the URL to notify the field.
  6. In the Query Params field, click and enter the parameters to sort or filter the resources criteria. For example: @email
  7. When you choose an API call, you must enter the header, which is the organization ID or the portal ID. This has to be passed as the Header value.
    The API call will perform its action from this portal ID.



  8. In the Body section, select JSON or File Upload to add fields or upload files respectively.
    1. Do the following if you choose JSON:
      1. Mandatory variables: Add those you see marked mandatory in the API document. These are the fields that are available in the third-party or Zoho Services portal and those that need to be mapped by the GC component. To enter a variable value, you must enter a variable and type @, and then choose a variable from the pick-list
      2. Custom fields: Include any custom field available in the third-party or Zoho Services portal to the Body section, if required.
    2. Do the following if you choose File Upload:
      1. Enter the Key and the Value for the file to be uploaded.
  9. Click Save.
  10. Choose one of the following to create a Connection with the Desk portal.
    1. Pick Your Service: To create a connection from existing services
    2. Custom Service: To choose to create a completely new connection

Notes on request body parameters:
  1. The option to send data via the request's body is unavailable for GET requests.
  2. It is important that the value you declare in the body section be the information that you get from the user. Otherwise, you must define a starting value for the variable in the body section. The @ symbol for a variable indicates that the information is retrieved from the user via chatbot, which means a block for that variable is created in the GC.
  3. All other values in orange are static values, which you are not going to retrieve from the user. These values indicate that you are directly going to pass these values to be posted as the actual values for the particular fields or variables.

Pick your Service

To create a connection from existing services, perform the following steps:
  1. Refer to steps 1 to 9 under Adding a webhook block and continue from there.
  2. Click the Add button besides the Connections label.
    The
    DRE page will open on a new tab.
  3. Under Pick Your Service, choose from the already available third-party services with Zoho, or you can choose one of Zoho services itself.
  4. Enter a name for the connection and the connection link.
    Note: You may need to choose the scopes applicable to the service, when prompted.
  5. Click Create and Connect.
  6. Click Accept to allow your organization/portal to connect with the workflow.
    The connection summary page will display, as shown below.



  7. In the Connections section of the Webhook Block panel, click Refresh to populate the connection name in the drop-down list.
  8. From the Pick Your Service drop-down list, select the connection name.
  9. In the Response section, click Status Code and do the following:
    1. Enter the expected status code, which you can get from the API document.
      The variable corresponding to the status code will be auto- generated.
    2. Enter the response value field which includes the bot variable, response value, type, and data type.
    3. Click the Plus icon (  ) to add additional bot variables, if necessary.
    4. Click Save.
      Click
      Add New Response to add another status code and their corresponding bot variables.
  10. Set a time for Request Timeout. Default time out is 8 seconds.
  11. Click Save on the webhook block.
  12. Click Save Draft on the flow to save your settings.
  13. Click the Preview button to check if the flow is working.
You can copy or delete the webhook block by clicking the respective button on the upper-right side of the block.

Custom Service

To create a completely new connection, perform the following steps:
  1. Refer to steps 1 to 9 under Adding a webhook block and continue from there.
  2. Click the Add button besides the Connections label.
    The 
    DRE page will open on a new tab.
  3. Choose the Custom Service tab.



  4. On the Custom Connection page, enter the following service details:
    1. Service Name
    2. Service Link Name
    3. Authentication Type - Choose the authentication type that you want to establish with the connection
    4. Param Type
    5. Connection Name
    6. Connection Link Name
  5. Click Create and Connect.
  6. Click Accept to allow your organization/portal to connect with the workflow.
    The connection summary page will display.
  7. In the Connections section of the Webhook Block panel, click Refresh to populate the connection name in the drop-down list.
  8. From the Pick Your Service drop-down list, select the connection name.
  9. In the Response section, click Status Code and do the following:
    1. Enter the expected status code, which you can get from the API document.
      The variable corresponding to the status code will be auto- generated.
    2. Enter the response value field which includes the bot variableresponse valuetype, and data type.
    3. Click the Plus icon (  ) to add additional bot variables, if necessary.
    4. Click Save.
      Click 
      Add New Response to add another status code and their corresponding bot variables.
  10. Set a time for Request Timeout. Default time out is 8 seconds.
  11. Click Save on the webhook block.
  12. Click Save Draft on the flow to save your settings.
  13. Click the Preview button to check if the flow is working.
You can copy or delete the webhook block by clicking the respective button on the upper-right side of the block.

    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 CRM Training
        Redefine the way you work
        with Zoho Workplace

          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 CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            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.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Guided Conversations - A Self-Service Platform

                                                                                                                From having to ask for information to switching to the self-service model, customer service has evolved a great deal over the years. There is a group of customers who look for assistance before or after visiting your website, and there is another ...
                                                                                                              • Building the Guided Conversations flow

                                                                                                                A good practice to follow before setting out to build a conversation flow is to prepare a hand-written or digital outline of the conversation or process to ensure all the necessary inputs and outputs are in the right place in a sequential order. ...
                                                                                                              • FAQs: Creating Guided Conversations Flow

                                                                                                                What is the difference between Response Blocks and Action Blocks? Response Blocks and Action Blocks are the two fundamental categories of blocks in the GC flow builder. All the blocks are grouped under Response Blocks and Action Blocks. The former is ...
                                                                                                              • FAQs: Basics of Guided Conversations

                                                                                                                What is Guided Conversations? Guided Conversations, also known as GC in Zoho Desk is a way to implement your self-service strategy. It is a GUI (Graphical User Interface) based, low-code, self-service platform aimed to deliver great customer ...
                                                                                                              • Guided Conversations in LINE

                                                                                                                What is Guided Conversations? Guided Conversations is a comprehensive conversation builder platform that easily integrates with other applications. GC has ready-to-use components that allow you to build a predefined flow for any use case that you ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources