How to Use Webhooks in Your CRM

Introduction

When you need to connect your CRM with other software, webhooks are a powerful tool to automatically send data between applications. If a task falls outside the scope of your CRM's built-in workflow automations, a webhook can often bridge the gap. This guide explains how to use both inbound and outbound webhooks within your CRM platform.

What Are Webhooks?

Webhooks are a method for one application to send real-time data to another application as soon as a specific event occurs. They use HTTPS requests to transmit information securely. Think of a webhook as a messenger that delivers a package of data (called a payload) from one app to another.

Here are some key terms you'll encounter:

• Webhook URL: A unique address provided by the receiving application where data is sent.
• Triggering Event: The specific action in one app that initiates the webhook call.
• Payload: The actual data package containing the information being sent.
• Mapping: The process of assigning data from the incoming payload to specific fields within your CRM.

How Webhooks Work

A webhook connection starts with an event in a source application. When this event happens, the app packages relevant data and sends it to a webhook URL from a destination application. The destination app then receives the data and can use it to trigger further actions.

For example, if a contact fills out a form on your external website, that website can send the contact's details via a webhook to your CRM. Your CRM can then catch this data and use it to create a new contact record or trigger a follow-up sequence.

Using Webhooks in Your CRM

Your CRM supports two primary types of webhook interactions: catching incoming data and sending data out.

Inbound Webhooks: Catching Data

An inbound webhook is used to receive data from an external application into your CRM. You set this up using a workflow trigger.

To create an inbound webhook:

1. Create a new workflow or edit an existing one.
2. Select Inbound Webhook as the trigger.
3. The system will generate a unique Webhook URL. Copy this URL.
4. In your external application (like an e-commerce platform or form builder), configure it to send data to this URL when the desired event occurs.
5. Back in your CRM workflow, add actions (like updating a contact or sending an email) that will use the data received from the webhook.

The data sent to the webhook URL will be available for mapping within your workflow actions.

Outbound Webhooks: Sending Data

An outbound webhook is used to send data from your CRM to an external application. This is configured as an action within a workflow.

To send an outbound webhook:

1. In your workflow, add a new action after a trigger (like a contact being added or a form being submitted).
2. Select the Webhook action.
3. Enter the Webhook URL provided by the external application you want to send data to.
4. Configure the request method (typically POST) and any required headers.
5. Map the data you want to send from your CRM's available fields into the payload body.

When the workflow runs, it will send the specified data to the external application's webhook URL.

Common Use Cases

Webhooks can automate many tasks. For instance, you can use an inbound webhook to add new customers from your online store to your CRM automatically. Alternatively, an outbound webhook can notify your project management tool whenever a new deal is marked as won in your CRM.

By combining inbound and outbound webhooks, you can create sophisticated, cross-platform automations that keep all your business tools in sync.