What is a webhook?
A webhook is an automated, user-defined HTTP callback that sends data from one
application to another when a specific event occurs.
Webhooks act as "reverse APIs" by pushing data to a predefined URL when such an event is triggered. They are widely used to connect different software systems for tasks like sending notifications, updating databases, or activating workflows.
Webhooks and Chattermill
Using webhooks, Chattermill users can automate notifications to other applications, triggered by the customer feedback being analysed in the Chattermill product.
Examples:
A ticket/task could be triggered in a project management or ticketing platform in response to customer feedback about a product error or bug.
An individual could be informed of a change in customer feedback related to that individual’s area of responsibilities, in their messaging tool of choice.
A data warehouse could be updated with a new input from customer feedback, such as a change in a CX metric like NPS or Net Sentiment.
Using Webhooks with Chattermill
With Chattermill, Webhooks are available as an option within "Workflows", which automate important updates to be triggered.
The webhooks functionality is available for both the New Feedback Received and Metric Changed workflow options, and is available in addition to other options such as generating emails, Zendesk tickets, or Slack messages from workflows.
So, for example, if you connect a "new feedback" workflow to a webhook (eg. URL), Chattermill will post this kind of JSON whenever a new feedback is received:
{
"comment": "Good service!",
"dataSource": "Flatfile",
"dataType": "Customer Feedback",
"date": "2022-02-07",
"externalId": "ec58a16e-e5b0-44aa-b9cf-15a43f3c1a18",
"filename": "56a0a7ae-f3c9-4a1e-bd2b-4ae9c4ca6b0b",
"id": 399021832,
"language": "English",
"originalComment": "Good service!",
"score": 8,
"themes": "Company / Brand / General Satisfaction - Positive",
"time": "15:51:10.515",
"uniqueId": 2091
}