Webhooks are awesome, simple ways to get two systems to work together to send information to each other about events in each system. Essentially, it is a simple way to get two systems to pass information back and forth. 

You can ask for information from a system, you can choose to push information into a system to change it or update it, you can create something, or show something.  

You can tell Planhat what systems you would like us to talk to, or listen to using a webhook. Some webhooks we have set up for you in the platform already, but you are able to use ones that we might not have. 

How? In Planhat, you can work with webhooks using our API and selected integrations and events (more information about some of them below) to trigger notifications and/or data to come into Planhat, or be pushed out of Planhat. 

How they can be used in Planhat 

In Planhat, there are several ways you can use webhooks to push and receive data to or from Planhat. 

A couple of examples are with our Aircall integration and our Slack integration. And you can also use custom ones when you're creating triggers. 

Triggers

If you would like to send information from Planhat to another system (and it isn't Slack, which we have it set up for), you can do so by setting up a webhook with the platform you would like to post information into from Planhat and entering that as a Trigger. 

Here is how 

  1. Go to settings > triggers > add a trigger 
  2. select "notify a webhook" from the first dropdown menu 
  3. enter the URL from the webhook you received from the other platform 
  4. finish setting up the trigger 

*Note: if you're using a webhook that we do not have set up in Planhat, the data/events you're able to post (or send) are limited to the ones available in the triggers setup. 

We are only able to post information this way; Planhat cannot receive any information with this setup. 

The Slack Webhook
Under the hood, Planhat's multi-channel Slack integration is relying on webhooks as well. 

With this webhook you can choose to push certain notifications about events in Planhat to a specified Slack channel. This way, you don't always have to be logged in to be aware of important events. 

It is a great way to be notified if you're traveling, but still want to be notified via Slack when something has happened. Or if you're a COO and wanting to keep a pulse on the important events via Slack, but you're not logging into Planhat on a daily basis as your CSMs are. 

We are only able to post information with the Slack integration; Planhat cannot receive any information with this setup. 

The Aircall Webhook
Planhat will listen to when Aircall sends data about the "call ended" metric, and bring that in to affect your Last Touch metric, and well as display data for you about that call. 

This is great if a large part of your customer success strategy involves your CSMs being active on the phone or available to customers via phone during certain hours. 

You can have this data sent into Planhat and see how your CSMs are doing with their customer interactions.

We are only able to receive information with this webhook setup; Planhat cannot push data into Aircall. 


There are more webhooks and triggers with those webhooks available in Planhat as well, so please reach out to us if you have questions about if something is possible or not :). 

Here is an article further explaining what a webhook is

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