Introduction to Webhook Block in GC
We know it’s frustrating to jump between tools just to get simple tasks done. You might find yourself copying data from one app to another, waiting for updates, or refreshing dashboards manually. It’s not just time-consuming, it’s exhausting. That’s where webhooks come in.
1. What is Webhook
A webhook is a way for one system to send or receive information from another instantly, as soon as something happens.
Imagine this:
A customer fills out a form on your website. Instead of manually updating your Zoho Desk or CRM, a webhook can automatically send that data the moment they hit submit. No delay. No manual work.
Think of it like an automatic messenger between your tools. Whenever a certain event occurs (like a new ticket, a payment received, or a customer replying), a webhook can push that information to another app that needs it.
2. What is Webhook block in GC?
In Guided Conversations (GC), the Webhook block is a powerful connector that lets your chatbot talk to external systems, whether it’s Zoho Desk, Zoho CRM, a payment gateway, an internal tool, or any app that supports APIs.
Let’s say your customer enters their email address in a chat. Instead of making them wait while someone checks your billing system, the Webhook block can step in. It instantly fetches their subscription details from your billing system and shows them right in the chat in real-time.
You can find it under GC > Action Block > Webhook.
3. Webhook Methods
Think of each method as a type of action your webhook can perform when talking to another app or system. Here’s what each one does:
A) GET - Retrieve data
- Use this when you want to fetch information from another app without making any changes.
- Example: Get a customer’s order status or booking details using their email.
B) POST - Create something new
- Used to send new data to an external app or system.
- Example: Add a new lead to your Zoho CRM when a user submits their contact details.
C) PUT - Update something entirely
- Use PUT when you want to replace an existing object or record completely.
- Example: Update a customer’s profile with a new name, email, and preferences.
D) PATCH - Update something partially
- Update only specific fields in an existing record.
- Example: Change only the phone number in a user’s profile without touching the rest of their data.
E) DELETE - Remove something
- Use this when you want to delete a record from a system.
- Example: Remove a customer’s saved address from your shipping database.
4. URL Field
The URL field is where you enter the API endpoint of the external app you want to connect to. This tells the webhook where to send or retrieve data from.
Make sure:
- The URL is complete and correctly formatted.
- It starts with https:// for a secure connection.
5. Query Params
Use Query Params to send specific details along with your webhook request, like ticket ID, user email, or status. These values help the third-party app know exactly what you’re asking for.
- Example: ?email=john.doe@example.com
6. Headers
Headers carry important info like authentication tokens, content type, or organization IDs to help third-party APIs recognize and accept your request.
- You can add up to 20 headers.
- Headers are essential for secure and properly formatted communication.
7. Body Field
The Body field allows you to send structured data (like JSON) along with your webhook request. While GET requests don’t use a body, other methods like POST, PUT, PATCH, and DELETE usually require one.
Use it to send:
- Form submissions
- Ticket updates
- Contact details
- Any other structured payloads
Make sure the format matches the third-party API’s specifications.
8. Connections
Connections let you securely authenticate your webhook requests without hard-coding credentials.
Supported types:
- Zoho Auth
- API Key
- Custom Auth setups
Set them up via the DRE (Data Resource Environment) page. This ensures security and makes it easier to manage integrations.
9. Formatter
APIs often return raw or technical data that may be confusing to your end users. The Formatter lets you clean up and reformat that data before it’s shown in the chat.
You can:
- Rename fields (e.g., cust_name to “Customer Name”)
- Reformat date and time
- Extract and display only relevant parts
All this is done using Deluge, making responses user-friendly without altering the API itself.
10. Response
When your webhook receives a response from the API, this section lets you use that data inside the conversation.
You can:
- Save the status code (like 200, 404)
- Extract values (like ticket subject, order ID, or username)
- Map those values to variables for future use
You can also pull out useful info like names, dates, or ticket details from the API response. Just map these values to variables, and your bot can show them to users or use them in follow-up steps. It’s an easy way to make your bot smarter with real-time data.
11. Multipath
Not all API responses are the same. Some may return success, others might return errors like “not found” or “server error.” Multipath allows your bot to react accordingly.
Define multiple status codes (like 200, 404, 500), and Multipath automatically creates branches for each.
Example:
- 200 → “Here’s your booking info.”
- 404 → “We couldn’t find any bookings with that email.”
- 500 → “Our system is facing a hiccup. Please try again later.”
12. Request Timeout
This setting controls how long your webhook should wait for a response from the API. If the API takes too long, the request will time out, and your bot can handle it gracefully instead of hanging or getting stuck.
Timeout helps keep your chatbot fast and responsive, even when external systems are slow. You can choose a value between 5 and 40 seconds, depending on how quick the third-party service usually is. Pair it with Multipath to show fallback messages like “That took too long. Want to try again?”
Benefits
Speed up your workflows
No more manual switching between tools. The Webhook block automates the flow of information between your GC and other apps It happens instantly.
Personalize conversations
Every customer is different; and they deserve support that reflects that. With the Webhook block, you can tailor conversations in real-time. Pull in order details, payment history, or subscription info right into the chat, so that your bot responds with context.
Works with any REST API
Whether it’s a third-party tool, a custom-built service, or an internal API, if it supports REST API, the Webhook block can talk to it. That means you’re not limited to just a few integrations; you can connect with practically anything your business relies on.
Secure and Reliable
Data security matters, especially when dealing with customer information. The Webhook block uses authenticated connections via Zoho’s secure Connections framework, ensuring that only authorized users can access or send data.
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