Connecting Webhook URLs to CRMs and Human Handover

How it works

Every Appalix integration has two built-in automation layers:

• CRM lead capture — when a visitor shares an email address or phone number in the chat, Appalix instantly POSTs that contact data to a webhook URL of your choice.
• Human handoff — when a visitor asks to speak to a human agent, the bot acknowledges gracefully and fires a real-time notification to your team via Slack, Discord, Telegram, WhatsApp, or any generic webhook.

Both are configured per integration at Integrations → Edit. No code, no plugins — just paste a URL and save.

Part 1 — CRM lead capture

When a visitor types something like "my email is jane@company.com" or "call me on 07911 123456", Appalix automatically detects the contact data and POSTs a JSON payload to your CRM webhook URL.

Payload sent to your CRM

{
  "event": "lead_captured",
  "conversationId": "abc-123",
  "integrationId": "xyz-456",
  "workspaceId": "ws-789",
  "email": "jane@company.com",
  "phone": "+44 7911 123456",
  "message": "my email is jane@company.com",
  "timestamp": "2026-02-24T10:30:00.000Z"
}

Connecting to HubSpot via Zapier

1. Go to zapier.com → Create Zap → trigger: Webhooks by Zapier → Catch Hook → copy the webhook URL.
2. In Appalix → Integrations → Edit → paste the URL in CRM webhook URL → Save.
3. In Zapier, add an action: HubSpot → Create or Update Contact, map email and phone from the trigger data.
4. Turn on the Zap. Every lead now flows straight into HubSpot.

Connecting directly to HubSpot (no Zapier)

HubSpot provides its own webhook receiver via Workflows. Go to Automation → Workflows → Create, use a Contact-based trigger, and add a Send a webhook action with the HubSpot webhook URL provided. Alternatively use HubSpot's Contacts API directly and a small serverless function as the receiver.

Connecting to Salesforce via Make

1. Go to make.com → Create scenario → add module: Webhooks → Custom webhook → Add → copy the URL.
2. Paste it in Appalix → CRM webhook URL → Save.
3. Add a Salesforce module: Create a Record → Lead, map email, phone, and set a default lead source.
4. Run once to test, then turn on the scenario.

Part 2 — Human handoff notifications

When a visitor uses phrases like "I'd like to speak to a human", "live agent please", or "can I talk to someone?", two things happen simultaneously:

1. The AI responds with a warm, reassuring message letting the visitor know a team member has been notified.
2. A real-time notification is fired to your chosen channel.

Choose your notification channel at Integrations → Edit → Human handoff → Notify via.

Slack

1. Go to api.slack.com/apps → Create New App → From scratch → name it (e.g. "Appalix Handoff") → pick your workspace.
2. In the sidebar → Incoming Webhooks → toggle Activate Incoming Webhooks ON.
3. Click Add New Webhook to Workspace → pick the channel (e.g. #support-alerts) → Allow.
4. Copy the webhook URL (starts with https://hooks.slack.com/services/…).
5. In Appalix → select Slack → paste the URL → Save.

What your team sees: a rich block message with the visitor's exact words, the conversation ID, and a timestamp.

Discord

1. Open Discord → go to the channel you want alerts in → click Edit Channel (gear icon).
2. Integrations → Webhooks → New Webhook → give it a name → Copy Webhook URL.
3. In Appalix → select Discord → paste the URL → Save.

What your team sees: an orange embed with the visitor's message, conversation ID, and timestamp.

Telegram

1. In Telegram, search for @BotFather → send /newbot → follow the prompts → copy the bot token.
2. Create a support group → add your new bot to the group.
3. Get the Chat ID: send any message in the group, then open https://api.telegram.org/bot<TOKEN>/getUpdates and find "chat":{"id": -100xxxxxxx}.
4. In Appalix → select Telegram → paste the bot token and chat ID → Save.

Group chat IDs start with -100. You can also use a private chat ID for a single-person inbox.

WhatsApp (via Twilio)

1. Sign up at console.twilio.com — your Account SID and Auth Token are on the dashboard homepage.
2. Go to Messaging → Try it out → Send a WhatsApp message and follow the Sandbox setup, or apply for a WhatsApp Business number under Messaging → Senders → WhatsApp senders.
3. In Appalix → select WhatsApp (Twilio) → fill in:
   • Account SID and Auth Token
   • From: your Twilio WhatsApp number, e.g. whatsapp:+14155238886
   • To: your agent's WhatsApp number, e.g. whatsapp:+447911123456
4. Save. Your team will receive a WhatsApp message each time a visitor requests a human.

Generic webhook (Zapier, Make, Teams, Messenger, email)

Choose Generic / Zapier / Make to send a raw JSON payload to any HTTP endpoint. This is the universal option — use it to connect to Microsoft Teams, Facebook Messenger, email services, or anything else your team uses.

1. In Zapier: Create Zap → Webhooks by Zapier → Catch Hook → copy the URL → paste in Appalix → Save.
2. Add your output action in Zapier (e.g. Microsoft Teams → Post Message, Gmail → Send Email).
3. Turn on the Zap.

Handoff payload

{
  "event": "handoff_requested",
  "conversationId": "abc-123",
  "integrationId": "xyz-456",
  "workspaceId": "ws-789",
  "userMessage": "I'd like to speak to a human please",
  "timestamp": "2026-02-24T10:30:00.000Z"
}

Tips & best practices

• Test with Webhook.site — paste https://webhook.site/your-unique-id as the URL first to see the exact payload before connecting your real CRM.
• Use Make over Zapier for complex flows — Make's free tier handles more operations per month and supports multi-step logic without paid plans.
• Include the conversation link in your handoff message — in Zapier or Make, append https://app.appalix.com/conversations/{{conversationId}} so the agent can read the full history before responding.
• Respond quickly — once a visitor requests a human, they're expecting a response within minutes. Set up mobile notifications in Slack or a WhatsApp alert to your phone.
• Both features work independently — you can enable CRM capture without handoff, or handoff without CRM capture. Leave either field empty to disable it.