Docs/AI Actions/Webhook / API Actions

Webhook / API Actions

A Webhook Action sends an HTTP request to any URL you specify — your own API, a CRM endpoint, a Slack incoming webhook, or a Zapier Catch Hook. The request body is a JSON template where you can embed live conversation data using placeholders.

Configuration fields

Field	Required	Description
Action Name	Yes	A short label shown in the dashboard, e.g. "Create Support Ticket"
When to use	Yes	Plain-English description that helps the AI decide when to trigger this action
API Endpoint URL	Yes	The full URL to send the request to (must start with http:// or https://)
HTTP Method	No	GET, POST, PUT, or PATCH — defaults to POST
Request Body (JSON)	No	A JSON template with placeholders replaced at runtime — see table below
Trigger keywords	No	Comma-separated phrases that trigger this action, e.g. "create ticket, report issue"

Available placeholders

Use these placeholders anywhere in the Request Body or email subject/body. They are replaced with live values at the moment the action fires:

Placeholder	Replaced with
{visitor_name}	The visitor's name extracted from the conversation (or "Visitor" if unknown)
{visitor_email}	The visitor's email address extracted from the conversation
{visitor_id}	The internal visitor session ID
{conversation_id}	The unique conversation ID
{conversation_summary}	A short summary of the conversation so far
{last_message}	The visitor's most recent message verbatim
{agent_name}	The name of the agent that triggered the action

Example request body

{
  "name": "{visitor_name}",
  "email": "{visitor_email}",
  "subject": "Support request from {visitor_name}",
  "message": "{last_message}",
  "summary": "{conversation_summary}",
  "conversation_id": "{conversation_id}",
  "agent": "{agent_name}"
}

Creating a webhook action

Go to AI Actions

Open your agent → Settings → AI Actions, then click Add Action.

Select API / Webhook

Choose the API / Webhook action type.

Enter a name and description

The description is used by the AI to decide when to fire the action — be specific, e.g. "When the user wants to create a support ticket or report a technical issue".

Paste your endpoint URL

Enter the full URL. For Zapier, use the Catch Hook URL from your Zap.

Set the HTTP method

POST is the default and works for most endpoints. Use GET only if the API requires it.

Write the JSON body

Paste your JSON template and insert placeholders where you want live conversation data.

Add trigger keywords (optional)

E.g. create ticket, report bug, need help. The AI will also trigger based on the description.

Save and test

Open the Preview chat, type a trigger phrase, and check that your endpoint receives the payload.

Execution records

Each webhook call is logged. You can see the HTTP response status and the truncated response body in the execution history. Failed executions (non-2xx response or network error) are marked as failed and include the error message.

💡

To integrate with Zapier, create a Catch Hook trigger in Zapier, copy the webhook URL, and paste it here. Then add Zapier actions (Google Sheets, HubSpot, Slack, etc.) in your Zap.

ℹ️

Custom HTTP headers are supported. Add any required Authorization, X-API-Key, or other headers in the Request Headers section of the form.

Overview

Zapier Integration

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