Braze Webhook notifications do not work

Hi, I have several webhook alerts:

Scheduled Campaign Finished Sending
Scheduled Campaign Sent/Not Sent

It stopped working a few days ago. I also have Webhook Errors email notification, but I got nothing.

Strangely, apart from the webhook, the email alerts for `Scheduled Campaign Finished Sending` and `Scheduled Campaign Sent/Not Sent` are working.

Please let me know if there's a problem. Thank you.

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Comments

eakinsey

Hi @hs_son_gr -- this sounds like you might need to connect with the Braze Support team. Have you opened a ticket with them?

jamesyi

Do you mind posting screenshots of your setup?

TedScott

Have you checked the message activity log for webhook errors?

Divyesh

Based on the Braze documentation and best practices for troubleshooting webhook issues, here are some steps to help diagnose and potentially resolve the issue:

Check Your Webhook Endpoint Configuration:
• Verify that your webhook endpoint URL, authentication settings (e.g., API keys, Basic Auth), and any custom headers are correct. Small changes (or even intermittent server issues) could cause the webhook call to fail without triggering an error notification.
• Ensure that the endpoint is online and able to process requests from Braze.
Review the Message Activity Log:
• Navigate to the Message Activity Log in Braze (as documented in the Webhooks section) to review any logged error messages or failed attempts. This log can provide insights on whether the webhook calls are being attempted and, if so, why they might be failing.
Validate the Webhook Payload:
• The payload for campaign alerts includes specific fields (such as campaign_api_id, external_send_id, etc.). Ensure that any personalized variables or custom fields have default values set to avoid syntax issues. Although you mentioned testing for syntax errors already, it helps to double-check if there have been any changes in the campaign setup.
Check for Rate Limits or API Changes:
• Verify with your endpoint team if there have been any rate limit changes or if the server has been rejecting requests (e.g., due to expired credentials or unexpected server errors). Even if email alerts work, webhook endpoints may require additional settings.
Monitor Webhook Error Notifications:
• Since you’re not receiving any Webhook Error emails, it might indicate that Braze isn’t encountering a recognizable error or that the error logging isn’t properly capturing failed webhook attempts. Revisit your webhook error alert configuration to make sure everything is set up correctly.

If after these steps the issue persists, it may be helpful to create a test webhook campaign to simulate the alert scenario. This can help determine if the problem is isolated to the scheduled campaign alerts or a more general webhook issue.

For more detailed information on troubleshooting webhook errors, please refer to the official Braze troubleshooting guide on webhooks: https://www.braze.com/docs/developer_guide/webhooks/troubleshooting/

If everything seems to be in order and the problem continues, please consider reaching out to Braze Support at [email protected] for further assistance.

I hope this helps clarify the possible sources of the issue and how to address them.