Webhook integrations

Webhook Integrations

Webhooks in Deskwoot are HTTP callbacks that fire when something happens in your inbox (new conversation, new message, status change) so you can sync support events to a CRM, trigger an outside automation, or log them in your own database, all without polling the API. Whether you want to update a CRM, trigger a notification in a third-party tool, or log support events in your own database, webhooks provide a lightweight, event-driven way to keep everything in sync.

This guide walks you through creating a webhook, choosing the right events, and troubleshooting common issues.

Creating a Webhook

1. Navigate to Settings > Webhooks in your Deskwoot dashboard.
2. Click Add Webhook.
3. Enter the URL of the endpoint that should receive the event data. This must be a publicly accessible HTTPS URL.
4. Select the event types you want to subscribe to (for example, conversation created, message created, or contact updated). If you select none, every event is sent.
5. Click Create Webhook to activate the webhook.

Once saved, Deskwoot will send an HTTP POST request containing a JSON payload to your specified URL every time a matching event occurs.

Best-Practice Tips

• Use HTTPS endpoints only. This ensures event data is encrypted in transit and protects sensitive customer information.
• Subscribe selectively. Only choose the event types you actually need. Subscribing to every event can generate a high volume of requests and make debugging harder.
• Respond quickly. Your endpoint should return a 2xx status code as fast as possible. Offload any heavy processing to a background job to avoid timeouts.
• Log incoming payloads. During initial setup, log the raw JSON so you can inspect the payload structure and build your integration accurately.
• Keep your endpoint idempotent. In rare cases a webhook may be delivered more than once. Design your handler so that processing the same event twice does not cause duplicate actions.

Troubleshooting

• Not receiving events? Verify that your endpoint URL is correct, publicly accessible, and returns a 2xx response. Firewalls or IP-allowlisting rules can silently block incoming requests.
• Unexpected payload format? Make sure you are parsing the request body as JSON (Content-Type: application/json). Check your server logs for parsing errors.
• Events arriving late? Brief delays can occur during high-traffic periods. If delays persist, confirm that your server is not throttling or queuing incoming connections.

Frequently asked questions