> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.supersend.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Webhooks: Replies, Bounces, and CRM Automation

# Webhooks: Replies, Bounces, and CRM Automation

## Purpose

This article is for teams that send SuperSend webhooks to a CRM or automation tool (for example GoHighLevel, Make, or Zapier) and want to **get notified about real prospect replies** without being flooded by **delivery failures, bounces, or automated mail** such as out-of-office. It explains how SuperSend classifies inbound mail into different **webhook event types**, how to **turn event types on or off**, and what to do if your downstream workflow is still too noisy.

For **where to click in the app**, how to use **per-event Test →**, **Webhook delivery logs**, **View Payload**, **Retry**, filters, and CSV export, see [Webhooks: Testing, Delivery Logs, and Payloads](https://help.supersend.io/en/article/webhooks-testing-delivery-logs-and-payloads-dbmbkb/).

## Prerequisites

- A **Webhook** integration configured on a campaign or with **Apply to all campaigns** at the team level
- Permission to edit **Campaign** or **Org** integrations (depending on where the webhook is attached)

## How inbound email maps to webhook events

When someone sends mail back to a campaign mailbox, SuperSend analyzes the message and fires **one primary email webhook type** for that inbound, depending on what the message is:

| What you care about | Typical webhook event | Notes |
|---------------------|----------------------|--------|
| A person replied to your outreach | **`reply`** | Fired when the message is treated as a real reply (for example interested, question, meeting request, not interested, needs review, and similar categories). |
| A delivery failure or bounce notification | **`bounce`** | Fired when the message is classified as a bounce or undeliverable-style notification. The payload can include bounce details. |
| Out-of-office or similar auto-replies | **`autoresponse`** | Fired for out-of-office style messages, separate from human replies. |

Other email-related events (for example **`open`**, **`click`**, **`unsubscribe`**, **`email_sent`**) are separate toggles and are not the same as an inbound “reply.”

**Important:** There is **no separate checkbox** labeled “exclude server mail from replies.” Routing is done by **event type**: bounces and typical auto-replies are intended to use **`bounce`** and **`autoresponse`**, not **`reply`**. If a specific message is misclassified, you may occasionally see unusual content; in those cases use the troubleshooting section below.

## Steps: Reduce noise using SuperSend toggles

1. Go to **Admin** → **Integrations** (org-level), or open **Campaign Settings** → **Integrations** for the campaign that owns the webhook.
2. Open your **Webhook** integration.
3. Use **per-event toggles** to enable only what your CRM workflow needs:
   - To **only automate on human-style replies**, keep **`reply`** enabled and turn **`bounce`** and **`autoresponse`** **off** if you do not want those events sent to your URL.
   - If alerts come from **`bounce`** or **`autoresponse`** in your external tool, disabling those events here stops SuperSend from sending them.

4. If you use **Apply to all campaigns** for a team webhook, the same event toggles apply across campaigns—confirm they match what each automation expects.

5. Save your changes.

## Steps: Filter in your CRM or automation tool

Even with the right toggles, your receiving tool may still alert on every POST. Configure it to act only on the events you want:

1. Inspect the JSON body SuperSend sends. The field **`type`** identifies the event (for example `reply`, `bounce`, `autoresponse`).
2. In your workflow, add a condition so that **only `type: "reply"`** (or whichever types you need) continues the automation or sends a user notification.
3. For **`reply`** events, SuperSend also sends **`reply.category`** (AI intent, for example `interested` or `not_interested`), **`reply.mood`** (sentiment), and **`reply.confidence`** (0–1). You can branch on these instead of treating every reply the same.
4. Optional: add filters on **`reply.text`** or **`reply.subject`** to ignore patterns your team considers noise (for example repeated automated phrases), if your tool supports it.

For **headers**, some automations can read **`X-SuperSend-Event`**; the payload **`type`** field is the reliable source for branching.

## Expected result

- With **only `reply`** enabled (and bounce/autoresponse off), your endpoint receives **fewer event types**, so CRM or workflow alerts should align with **reply** traffic only.
- When multiple event types are enabled, your automation should branch on **`type`** so bounces and auto-replies do not trigger the same alerts as real replies.

## Troubleshooting

- **Issue:** You still get many alerts and the payload **`type`** is **`bounce`** or **`autoresponse`.**  
  **Fix:** Turn off the **bounce** and/or **autoresponse** event toggles for that webhook integration, or add a filter in your external tool so only **`type: "reply"`** runs your workflow.

- **Issue:** The payload **`type`** is **`reply`** but the content looks like a system or undeliverable message.  
  **Fix:** Note the **subject** and a short snippet from **`reply.text`** and contact support so the team can review classification. As a workaround, add filters in your automation on subject/body patterns you want to ignore.

- **Issue:** You need the exact field names or sample payloads for developers.  
  **Fix:** Use the public API documentation at **docs.supersend.io** (Webhooks section) for full payload structure, optional headers, and signing details. In the SuperSend app, use **Test →** (sample or real contact; payloads include **`test: true`** for tests) and **Webhook delivery logs** → **View Payload** for past attempts. Step-by-step: [Webhooks: Testing, Delivery Logs, and Payloads](https://help.supersend.io/en/article/webhooks-testing-delivery-logs-and-payloads-dbmbkb/).

## Related Articles

- [AI-Drafted Reply Workflows with Webhooks (n8n, Make, Zapier)](https://help.supersend.io/en/article/ai-drafted-reply-workflows-with-webhooks-n8n-make-zapier-1dnw5y4/) — send AI-drafted replies back into the same thread after a `reply` webhook
- [Webhooks: Testing, Delivery Logs, and Payloads](https://help.supersend.io/en/article/webhooks-testing-delivery-logs-and-payloads-dbmbkb/)
- [Integrations Overview](https://help.supersend.io/en/article/integrations-overview-r3pvl9/)
- [Zapier and Make Setup](https://help.supersend.io/en/article/zapier-and-make-setup-1k96iky/)
- [SuperSend to Make and Salesforce](https://help.supersend.io/en/article/supersend-make-salesforce-setup-dv6sj/)