Table of Contents

Webhooks

Joshua Lim Updated by Joshua Lim

Webhooks are only available for Business Plan and above. Learn more about Webhooks in our Webhooks documentation here.

Connect with various systems and services like email marketing platforms, CRM tools, e-commerce platforms, and project management software to receive real-time platform updates on respond.io. By connecting your webhook URL (REST endpoint) with the platform, you can synchronize relevant events with your CRMs and databases, ensuring accurate and up-to-date information across all your systems.

Configuration

Step 1: In your Workspace Settings, navigate to Integrations > Webhooks > Click Connect

Step 2: Click on the Add Webhook button to add an Endpoint URL and select a Webhook Event

The specific URL endpoint is needed to receive and process the request.

Webhook Events

Here are some common use cases for the webhook events:

  • Conversation Closed - Every time a conversation is closed, automatically update Contact details or save conversation details in a 3rd party app/system for record-keeping and track the number of closed conversations for analysis.
  • New Contact - Every time a new Contact is added, automatically add new Contacts to the CRM, send welcome messages, and notify team members about new Contacts.
  • New Outgoing Message - Every time a new outgoing message is sent, automatically send notifications for each outgoing message, log message details in the CRM, and assign tags or lead scores based on message content.
  • New Incoming Message - Every time you receive a new incoming message, automatically send notifications for each incoming message, log message details in the CRM, and assign tags or lead scores based on message content.
  • Contact Updated - Every time a Contact is updated, automatically update the Contact’s information in the CRM and send notifications to relevant team members about the changes.
  • Conversation Opened - Every time a conversation is opened, automatically notify team members of new customer conversations in real-time and open conversation details.
  • Contact Assignee Updated - Every time a Contact assignee is updated, automatically inform team members when they are assigned a new Contact and manage follow-up tasks or reminders.
  • Contact Tag Updated - Every time a Contact tag is updated, automatically update your lead scores, manage email marketing lists and send targeted marketing campaigns based on Contact tags.
  • New Comment - Every time a new comment is added, automatically notify team members about new comments and sync comments across respond.io and other systems.
Learn more about what information can be passed with these webhook events in our Webhooks API documentation here.

FAQ and Troubleshooting

Why does my webhook keep getting disabled automatically and how can I reactivate it?

Your webhook may be automatically disabled if the number of failed attempts exceeds the threshold of 30 errors per 30 minutes, note that this error quota is shared across all webhooks. If this occurs, you'll receive an email notification of the failure. To avoid deactivation, regularly monitor your endpoint logs for failed webhook events.

Additionally, your endpoint must return a 200 OK response within 5 seconds. Failure to do so counts towards your error limit and could lead to automatic deactivation.

To reactivate your webhook, please follow these steps:

  1. Navigate to your Workspace Settings
  2. Navigate to Integrations > Webhooks
  3. Find your webhook and click Enable in the Action column

To view webhook event logs, you may upvote the feature request here.

Why are my webhooks from respond.io delayed?

Delays happen if your endpoint doesn’t respond within 5 seconds, causing our webhook system to retry and queue events. Here’s how our setup works:

  • We group events by endpoint to prevent any one endpoint from overloading the system.
  • Events are processed in order, and if your endpoint takes too long to respond, retries occur at 30, 60, and 90 seconds, up to a 3-minute limit before the event is dropped. 

To avoid delays, we recommend optimizing how your system handles incoming webhooks. This will help ensure timely delivery of events.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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