To properly utilize webhooks on WAX, you will need our API documentation available here.
What is a Webhook in WAX?
A Webhook is a tool that connects your CRM or database to WAX. It allows you to:
Send data from your CRM to WAX to trigger WhatsApp flows (abandoned cart, welcome flow, birthday flow).
Transmit data collected in WhatsApp (such as user clicks or responses) to your CRM to enrich it with conversational information.
Setting Up an Incoming Webhook (CRM → WAX)
Create a Webhook in WAX:
Access the WAX interface and click on "Create a Webhook."
Fill in the required information, such as the Webhook name.
Configure the JSON Body:
The JSON Body contains the information you want to send.
For example, to personalize a WhatsApp message, send a data field like "First Name" from your CRM.
Setting Up an Outgoing Webhook (WAX → CRM)
Define the destination URL:
Enter the URL of your CRM or database where WhatsApp data will be sent.
Configure the data to be transmitted:
Select the variables collected via WhatsApp, such as button clicks or user responses.
These details will be enriched in your CRM.
Use the Webhook Button (orange):
This button allows you to send data to your CRM or any compatible system.
If you're using Klaviyo as your CRM, a dedicated article on Webhooks with Klaviyo is available here.
Managing Webhook Errors
A Webhook can sometimes stop working as expected (incorrect URL, external service unavailable, configuration changed on your end…)
To prevent your flow from coming to a dead end in that case, WAX lets you define a fallback path: an alternative route your contacts will follow if the Webhook fails.
How to enable it?
When setting up your Webhook in the flow builder, check the "Trigger fallback path on error response" box.
Once checked, a new block appears below your Webhook node. This block lets you build the continuation of the flow that will be triggered only if the Webhook encounters an error (for example, sending an apology message to your contact, or redirecting them to a different path.)
Using Webhook Variables in Your Flow
If your Webhook is configured to send variables to WAX (e.g. order status, first name, loyalty score…), you can use them directly in the rest of your flow.
How to retrieve these variables?
Click the "Test webhook" button on the relevant node. WAX will simulate an incoming request and display the variables sent by your external system.
Once visible, these variables can be used to:
Personalize your messages: for example, display a first name or an order amount
Create conditions
