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 return errors due to invalid input, missing data, or server issues.
Instead of treating every response the same, your Guided Conversation can become smarter and more helpful by handling each response type differently. That’s where Multipath comes in.
What is multipath in the Webhook Block?
Multipath is a feature in the Webhook block of Guided Conversations that allows your chatbot to follow different paths based on the HTTP response status codes returned by an API call.
For example:
- If the response is 200 (OK), the chatbot might continue to show subscription details.
- If the response is 404 (Not Found), it can gently ask the user to double-check their input.
- If it gets a 500 (Server Error), it can apologize and suggest trying again later.
This ability to branch out into different flows based on what happens in the API response is what makes Multipath so valuable.
How does Multipath work?
The best part about Multipath is that you don’t need to enable anything manually. It's automatically activated when you define more than one expected response code in the Response List of the Webhook block.
Here’s a step-by-step breakdown of how it works:
- Add a Webhook Block
- Configure it to connect with your API.
- Define Multiple Response Status Codes
- In the Response List section, enter all the response codes your API might return, for example: 200, 400, 404, and 500.
- Multipath is Automatically Enabled
- As soon as you list multiple response codes, the Webhook block understands that different outcomes are possible. It activates the Multipath feature and shows separate paths for each response code.
- Customize Each Path.
- You can now add specific conversation blocks under each path. For example:
- Under 200: Add a Message block that shows the customer’s subscription details.
- Under 404: Add a block that says “We couldn’t find that. Could you double-check your email?”
- Under 500: Display a polite error message and offer a retry.
Example use case
Example use case
Let’s say you’ve built a chatbot that helps users check their subscription status for a product. You use a Webhook block to connect with your subscription system’s API.
You configure these status codes:
- 200: Everything is good. The user exists and has an active subscription.
- 404: The email provided doesn’t match any customer records.
- 401: The authentication token is missing or expired.
- 500: Something went wrong on the server side.
Here’s how your chatbot can handle each:
- 200 Shows a message: “Great! You have an active subscription until September 30.”
- 404 Asks the user: “We couldn’t find any subscription under that email. Want to try a different one?”
- 401 Suggests: “Looks like there’s a login issue. Let’s reauthenticate first.”
- 500 Displays: “Oops, looks like our system is having a hiccup. Please try again in a few minutes.”
Benefits of using Multipath
Personalized Responses
Each user gets a message that matches their situation, reducing confusion and improving clarity
Smoother Error Handling
Instead of showing vague or technical error messages, you guide users calmly through alternate options
Professional Experience
It makes your chatbot feel polished, intelligent, and attentive, like a real support agent
Saves Time
When users are guided correctly, they don’t need to reach out to support manually, saving time for both them and your agents
Scalable Design
As your API evolves or new response codes are added, you can expand the paths easily without disrupting your existing flows
Tips
Focus on handling the most likely responses first, usually 200 (success), 404 (not found), and 500 (error).
If multiple errors (like 400 or 401) lead to the same action (like asking to re-login), you can reuse the same block across paths.
Don’t overload users with technical details. Keep responses simple, helpful, and reassuring.
Use the Preview and Test feature to simulate different API responses and ensure each path works as expected.
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
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 ...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 ...PATCH Method in Webhook Block
Do you need to update just one or two pieces of information in another system, such as changing a ticket’s priority or updating a user’s phone number, without touching anything else? Use the PATCH method in your Webhook block to make precise, partial ...POST Method in Webhook Block
Want your bot to send data to another system, like creating a support ticket, logging feedback, or saving a form response? That’s exactly what the POST method in the Webhook block is designed for. It allows your bot to push data to external tools ...DELETE Method in Webhook Block
Do you need to remove a support ticket, delete a user, or clean up records in another system? The DELETE method in the Webhook block helps you do just that from within your bot flow. It allows you to directly remove data from external platforms like ...
New to Zoho LandingPage?
Zoho LandingPage Resources