What a webhook does in a flow
A webhook step makes an HTTP request to a URL you choose while a participant is in a flow. It can send data the participant has just given, or fetch information such as an appointment date. The response is saved as a flow result, so later steps can use it, and the flow can branch on whether the call succeeded.
When to use one
- Creating or updating a record in a case management system, CRM, or database.
- Looking up information that lives outside the platform.
- Triggering an action elsewhere, such as notifying a staff member.
For bulk reporting, exporting data on a schedule is often simpler than calling a webhook on every message.
Design the endpoint for the flow
- Respond quickly. The participant is waiting. Do slow work in the background and reply straight away.
- Return simple JSON. Flat fields are easier to use in flow logic than deeply nested structures.
- Make repeat calls safe. If the same request arrives twice, it should not create two records.
Plan for failure
Every webhook step should have a path for when the call fails or times out. Decide what the participant sees, whether the flow tries again later, and how your team finds out. A silent failure is the most common cause of missing data in programme systems.
Keep it secure
- Use HTTPS and require an authentication header or token.
- Send only the fields the receiving system needs.
- Keep credentials out of message content and flow names.
Test with realistic data
Test each webhook with the kinds of input participants actually send, including empty answers, unexpected characters, and very long replies. Log requests on the receiving side so problems can be traced.