AI Automation Pro —
Business automation
to the next level

What is a Webhook and why does it matter?

A Webhook is a unique URL that Make.com generates for your Scenario. When someone sends an HTTP request to that address — your logic runs immediately. This differs from Polling (actively checking every X minutes) because here the Scenario waits, it does not ask.

In Make.com there are two types of Webhooks: Custom Webhook — which you define manually, and Instant Trigger — which comes from built-in connections (Typeform, Stripe, etc.). In this lesson we'll focus on the Custom Webhook because it's the most flexible.

Steps — building a Webhook with AI Processing

Sample code — a POST request for testing

Send the following JSON to your Webhook URL to check that everything works:

{
  "customer_name": "John Doe",
  "customer_email": "john@example.com",
  "message": "Hi, I have a question about product X. Can I return it?",
  "ticket_id": "TKT-2024-001",
  "priority": "medium",
  "language": "en"
}

This is what the System Prompt you set in the OpenAI Module will look like:

{
  "model": "gpt-4o-mini",
  "messages": [
    {
      "role": "system",
      "content": "You are a customer support classifier. Given a customer message, return a JSON object with: category (refund/technical/billing/general), urgency (low/medium/high), suggested_response (in Hebrew), and estimated_resolution_time (in hours)."
    },
    {
      "role": "user",
      "content": "Customer: {{customer_name}}\nMessage: {{message}}\nPriority: {{priority}}"
    }
  ],
  "response_format": { "type": "json_object" }
}

Screenshot — configuring the Scenario

screenshot_monitor Screenshot — a Scenario in Make.com

A full Scenario setup: Webhook → OpenAI Processing → Error Handler → Webhook Response