Introducing our Webhook feature for the Engagement Builder

We have added two new features to the Engagement Builder:

1. The Engagement Builder which can be triggered by an inbound Webhook (aka custom event received)
2. The Engagement Builder that can send out a webhook (aka.outbound webhook)

What is a webhook and what does it mean in the context of the Engagement Builder?

A webhook is an automated message sent from apps when something happens. For example, when a potential buyer submits a form, the customer can automatically send us the form data (e.g. name, address, phone number, etc) as a Webhook and this Webhook can trigger the Engagement Builder to do something (e.g. send an email). This represents a case of an inbound Webhook that triggers the Engagement Builder.

On the other hand, we can send an outbound Webhook using the Engagement Builder as well. For example, if we have received the potential buyer’s name, email address, and interest in finance via a form, the Engagement Builder can automatically send all this data to your CRM system as a Webhook. 

Our Inbound and Outbound webhook features are designed in a generic way, which means that you can send us any data and receive any data that you want, which means there is great potential for applying various use cases. 

Example use cases

In the following, we have some example use cases

1) Inbound Webhook: 

When the customer books a test drive (and enters their information), we send the agent an email including the customer's name, phone number, and interest in financing (See image 1)

Image 1. Inbound webhook

Setting up and Inbound Webhook is a bit more advanced, so we have a dedicated article explaining all the steps you need to follow and the prerequisites to set it up. 

2) Outbound Webhook:

When the call ends, we send the data about the buyer’s name, buyer’s number, and financing request to your CRM system (aka Endpoint). 

Image 2. Outbound webhook

3) Inbound and outbound Webhook: 

When the potential buyer shows up for a test drive, we receive the data as an inbound webhook, and then we send the data about buyers showing up to your CRM system.

How can you set up Webhook workflows for the Engagement Builder?

Setting up Engagement Builder workflows either for inbound Webhook as a trigger or for outbound Webhook as a delivery method is similar to setting up other workflows. In both cases, you will have the scope to see both the Engagement Builder and create workflows.

Specifically for the inbound webhook, you also need to receive a key from us to access our API. 

Setting up the Webhook is quite technical (similar to working with APIs), so your technical team should have a technical onboarding with us. You can discuss with us what custom data points you want to send us so that we can create your organizational custom criteria.

OAuth settings for the Engagement Builder?

OAuth is a framework that can be used for authentication and authorization. In this context, it can allow our Webhooks to be authenticated and authorized to be accepted into your systems (e.g. CRM).

How does it look on the Kaisa platform?

First, we have added an OAuth section on the Settings page. 

Clicking the “New OAuth Client” button (top right hand), you will see this drawer and can create a new OAuth client by entering the required information. 

Once the OAuth client is created, you can also choose to edit or test it.

Finally, once everything is ready, you can choose it in the Message Orchestrator workflow to send Webhooks to the system that requires OAuth authentication. 

You have to use “OAuth client” in the question of “How do you want to authenticate your webhook”, and then choose the the correct OAuth client from the dropdown list.