Webhook
A webhook is an HTTP callback mechanism that automatically sends data from one system to another when a specific event occurs. Instead of continuously polling an API for updates, the source system pushes data to a configured URL in real time. Webhooks are the backbone of real-time integrations between SaaS applications.
How it works
Webhooks follow a simple pattern:
1. **Configure**: You register a URL endpoint where you want to receive data 2. **Trigger**: An event occurs in the source system (new message, ticket created, payment received) 3. **Deliver**: The source system sends an HTTP POST request to your URL with event data as JSON 4. **Process**: Your endpoint receives the data and takes action (update database, send notification, trigger workflow)
Webhooks are event-driven — they fire only when something happens, unlike API polling which checks repeatedly whether anything changed. This makes webhooks more efficient and provides near-instant data delivery.
In customer support, webhooks connect chatbots to CRMs, ticketing systems, payment processors, and internal tools — enabling the AI to trigger actions and receive updates from across the business tech stack.
Why it matters
How Chatsy uses webhook
Real-world examples
Key takeaways
Frequently asked questions
What is the difference between a webhook and an API?
An API requires you to make a request to get data (pull model). A webhook sends data to you automatically when an event occurs (push model). APIs are for on-demand data retrieval; webhooks are for real-time event notifications. Most integrations use both: webhooks for real-time notifications and APIs for data retrieval.
How do I test webhooks during development?
Use tools like webhook.site, ngrok, or RequestBin to create temporary endpoints that capture incoming webhook payloads. These let you see exactly what data is being sent, debug formatting issues, and test your processing logic before deploying to production.
What happens if a webhook delivery fails?
Well-designed webhook systems implement retry logic — typically 3-5 retries with exponential backoff (wait 1 second, then 10, then 60, then 300). If all retries fail, the event is logged for manual review. Your receiving endpoint should return a 200 status quickly and process data asynchronously to avoid timeouts.
Are webhooks secure?
Webhook security requires: HTTPS endpoints (encrypted transport), signature verification (confirming the sender is legitimate using a shared secret), and payload validation (checking data structure before processing). Never trust webhook data blindly — always verify the signature and validate the payload.