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What are Webhooks?

We’re enhancing webhooks capabilities within Jadu CXM. Using webhooks along with the service API means that you have the tools to build light touch real-time, two-way integration between CXM and your other third party tools, without the need to wait for Jadu to build a 'core' integration. 

This post explains a little more about what webhooks are and why it’s beneficial to use them when using CXM.

 

What are webhooks? 

Webhooks enable your system to ‘talk’ to other systems. Using a webhook is a way to provide third-party systems with real-time data at the point they happen within the application. 

Webhook frameworks enable you to receive and transfer data when it’s available through the specific requests you create. 

Webhooks allow non-technical users to manage integrations and help automate systems, there’s no need to write any code!

 

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What’s the difference between webhooks and APIs?

In a nutshell, they perform requests differently. When using typical APIs, you usually need to request or poll for data frequently to perform ‘near’ real-time requests. Whereas webhooks will make a HTTP request (typically POST), and the receiving system will need to interpret the received data. It should be noted though, sometimes there are complexities when setting up webhooks initially. 

 

When to use webhooks?

Webhooks enable you to connect easily and quickly to third-party systems, and updates can be sent back to CXM. Think Zapier or Azure Logic Apps, they do exactly that. So, you end up with a light-touch 2-way integration, without having to fully integrate with the other systems. 

There are several circumstances you might want to use webhooks including when; no API exists in a system, the API is poor, or, you want real-time updates quickly, but don’t have enough members of staff to perform tasks! Webhooks enable you to in many cases, automate services. 

 

But doesn’t Jadu CXM already use webhooks?

Yes, using Jadu CXM you can execute webhooks for two events; when a user is created, or updated within CXM. However, we’re expanding the capabilities to satisfy your internal reporting needs further. 

The idea being that a CXM account can be configured to push out data to an external system when particular event(s) occur (e.g. when a case is created).

In simpler terms, you’ll be able to push CXM data in real-time to any system that can receive a web request, this opens up the possibility for developers and non-technical users to build integrations into third-party systems. This will provide you with much more flexibility when building reports to your requirements via third party tools i.e. Power BI. It also means you don’t need Jadu to build integrations for you, you have the option to drive and manage this yourself! We’re also introducing versioning so things don’t break when other things change.

 

So, give me some examples of how webhooks could work for me?

 

There are many possibilities for integration, for example:

  • Automated real-time reporting
  • Creating a service request in a third party system when a case is created in CXM
  • Updating a service request in a third party system when a customer contacts you or an event happens in CXM
  • Sending an SMS to an end customer
  • Pushing user data or preferences into your marketing tool
  • Triggering a survey email to a customer when a CXM case is closed
  • Triggering a push notifications for your mobile app

Great, now how to use them? 

There will be a small task of configuring how the data sent from CXM in a webhook is handled by your middleware service, but thereafter these tools allow users to configure logic for how data is pushed without writing code. We’ve provided guidance in the CXM help manual,  you can also get in touch should you have any questions. Email the Jadu Team!

 

Tom Nickalls
Tom Nickalls
CXM Product Owner.

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