1.Captures incoming message payload
Integrate Webhooks by Zapier and message intake workflows to map the payload and centralize conversation data.
Send bot reply and route conversations to inbox
Automatically monitor incoming message webhooks across Webhooks by Zapier, Zapier Chatbots, and Formatter by Zapier. Automatically route when handover keyword triggers, intent confidence crosses, or conversation messages arriveβso you can send bot replies, format responses, and escalate to inbox without manual triage.
How this automation routes conversations to your inbox
When incoming message webhooks hit your Catch Hook endpoint, delays can stall answers and overload support inboxes. This automation generates and normalizes bot replies, then routes handover conversations and updates themβso your team can follow up at the right time.
Webhooks by Zapieror swap with your favorite app
2.Generates a bot reply
Integrate Zapier Chatbots and chatbot input to create the reply text using the conversation reference.
Zapier Chatbotsor swap with your favorite app
3.Normalizes the bot reply
Integrate Formatter by Zapier and text normalization tools to format the bot response for clean sending.
Formatter by Zapieror swap with your favorite app
4.Checks for handover signal
Integrate Filter by Zapier and routing rules to evaluate the handover keyword or tag in the reply.
Filter by Zapieror swap with your favorite app
5.Posts reply back to channel
Integrate Webhooks by Zapier and messaging tools to post the formatted reply when no handover is detected.
6.Posts and labels handover
Integrate Webhooks by Zapier and conversation workflows to post the handover reply and patch the conversation label.
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Streamline customer support with automated message triage, AI replies, and ticket updates
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Step 1
Connect your tools
Bring your apps together so information can move automatically between the tools your team already uses.
Step 2
Define the trigger
Choose the events that should start your workflow, like a new submission, updated record, completed task, or customer action.
Step 3
Automate and measure
Let your workflow handle follow-ups, updates, notifications, and reporting so your team can track progress and act faster.
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We don't just want to patch holes; we want to build scalable, future-proof systems. Zapier is helping us do that.
Allen Lai, Head of Customer Experience
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