Skip to main content
You are here: Chatbot

Support Workflows using Webhooks

Overview

Send real-time support ticket notifications from your DocsHound chatbot to external platforms using webhooks. This feature enables automatic ticket creation in your CRM, helpdesk, or notification systems when users request support through the chatbot.

Setting Up Webhooks

Configure Webhook URL

Add your webhook endpoint URL to receive support notifications from the DocsHound chatbot.

Step-by-step

  1. Navigate to the Publish DocsHound Docs screen

  2. Select the chatbot tab

  3. Locate the Support webhook field

  4. Enter your webhook URL (e.g., https://your-domain.com/webhook/chat)

  5. Click Save to enable webhook notifications

Custom webhook authentication

For custom authentication headers contact DocsHound Support for advanced configuration options.

Sending Notifications to Different Teams

Once configured, your webhook endpoint will receive a POST request with ticket data whenever a user requests support through the chatbot.

To route tickets to different email addresses based on type, you will need two components:

  1. A webhook handler like n8n, Zapier, or your custom server endpoint to receive and process the data

  2. An email service to actually send the notifications

Common email sending approaches include:

  • n8n/Zapier → Email: Both platforms have built-in email actions (SMTP, Gmail, Outlook)

  • Custom endpoint → Email API: Use SendGrid, Mailgun, AWS SES, or Postmark APIs

  • Custom endpoint → SMTP: Direct SMTP connection using your existing email server

For example, in n8n you would follow this flow: receive webhook → check inquiry_type field → use "Send Email" node with conditional routing (sales@company.com for "Sales Inquiry", support@company.com for "Report Issue").

Understanding Webhook Data

Information Sent to Your Webhook

When users escalate a request, DocsHound sends the following information to your webhook endpoint:

User Information

  • User name (if provided)

  • User email address (if provided)

  • Unique user identifier

  • Page URL where the conversation occurred

Conversation Details

  • Summary of the user's request

  • Complete chat history with timestamps

  • Platform type (site, app, or docs)

  • Inquiry type classification

Types of Support Inquiries

The system automatically classifies each support request into one of these categories:

  • Report Issue - User reporting a problem or bug

  • Feature Request - User requesting new functionality

  • Sales Inquiry - Billing or pricing questions

  • Legal Inquiry - Legal or compliance questions

  • Missing Info - User unable to find needed documentation

You have the flexibility via n8n to configure exactly where the ticket is sent.

Integration Example: n8n + HubSpot

Workflow Overview

This example demonstrates creating HubSpot support tickets from DocsHound webhook notifications using n8n automation platform.

How the Workflow Functions

Step 1: Receive Webhook The workflow starts when n8n receives a POST request from DocsHound containing the support ticket information.

Step 2: Route by Platform The workflow checks whether the request came from your documentation site or other platforms to determine appropriate handling.

Step 3: Create or Update Contact

Using the provided email address, the workflow creates a new HubSpot contact or updates an existing one.

Step 4: Create Support Ticket

The workflow creates a HubSpot ticket containing:

  • Ticket title from the user's message summary

  • Associated contact from Step 3

  • Full chat conversation in the ticket description

  • Proper formatting distinguishing user messages from bot responses

Step 5: Send Response

The workflow confirms successful ticket creation by returning the new ticket ID to DocsHound.

Alternative Path: Sales Inquiries

For sales-related inquiries, the workflow can route to a different team by sending email notifications instead of creating support tickets.

Testing Your Integration

Verify Webhook Configuration

  1. Set up a test endpoint using services like webhook.site for initial testing

  2. Configure the test URL in your DocsHound chatbot settings

  3. Trigger different types of inquiries through the chatbot

  4. Confirm your endpoint receives the correct data structure

  5. Verify your endpoint returns a success status (200-299)

Common Integration Scenarios

CRM Systems

Automatically create support tickets in Salesforce, HubSpot, or Zendesk when users request help through the chatbot.

Team Notifications

Send alerts to Slack, Microsoft Teams, or Discord channels when high-priority support requests arrive.

Email Routing

Forward specific inquiry types to designated team members based on the classification.

Analytics Platforms

Track support request patterns and user feedback in your analytics tools for insights into documentation gaps.