June 22, 2020
Build your own custom integrations with Autopilot’s new Webhook
Create your own shape and unlock the limitless potential of your customer journeys
With the Autopilot Webhook shape, users can now build their own custom action within a customer journey. Designed for more technical users, the Webhook allows you to deliver data to other applications based on activity within your journey workflow. This means you can push real-time information to non-native integrations such as a CRM or reporting app, or call your own API, as soon as contacts reach a certain point in a customer journey.
Users can utilize the shape to immediately update lead and customer information in their CRM of choice. Autopilot has native integrations with popular CRM’s including HubSpot, Salesforce and Pipedrive, and now the Webhook shape allows you to build a custom integration with compatible CRM's or your own application. Use a Webhook to update your CRM when a lead reaches a particular lead score or requests a quote in your nurture journey, or schedule a task for your sales team to reach out.
Using custom headers and a custom payload, you can identify which action a contact has taken, or pass other metadata with the Webhook, allowing flexibility and customization. For more technical information you can refer to our help centre article.
Here are just a few examples of how the Webhook shape expands what is possible in your customer journeys:
Use Burst SMS to send timely messages to your contacts
In this journey, we're sending overdue payment requests via SMS by routing contacts to Burst SMS through the Webhook Action shape. When a payment fails for a customer, their payment field is updated and they enter the journey. We then use SMS reminders to ensure the contact updates their payment details, and continues as a happy (paying) customer.
Create a ticket in Zendesk when a new customer asks for help
With this template, you can make sure new customers who need a bit more help are attended to quickly. During the onboarding process, if a customer clicks on the ‘need more help’ option in an email, a Zendesk ticket is created immediately through the Webhook action, and their account information updated on Zendesk. This will enable your team to reach out to that customer, and ensure no time is wasted in resolving their issue and enabling them to continue through the onboarding process as a happy customer.
Follow up leads faster and win more deals
With this simple journey, you’ll be able to capture new leads as soon as they come in and follow them up more efficiently. Using the Webhook shape, we’ll send lead information immediately to our CRM, giving our Sales team the best chance of engaging promptly and winning the deal. We’ve also used multi-channel follow ups, including email, Headsup messages, and adding the lead to a Facebook audience to serve ads.
You can start building out integrations from within your customer journeys today.
This is the first iteration of the Webhook shape. If you have any feedback please email us at firstname.lastname@example.org.