Track client response time with Make

In ReplyTime, go to Settings → API Keys and create one named after this scenario, e.g. “Make — production.” Copy the secret immediately — it's shown only once.

Start with a trigger module for wherever your clients message you (Gmail, Slack, WhatsApp Business, Zendesk, or a webhook of your own). Add an HTTP → Make a request module, method POST, to the URL below.

https://replytime.net/api/v1/events/inbound

Set the headers for auth, choose Body type: Raw / JSON, and map the trigger bundle's fields into client, channel, and message.

Authorization: Bearer rt_xxxxxxxxxxxxxxxxxxxxxxxx
Content-Type: application/json

Clone the scenario, trigger it on your own reply instead, and point the HTTP module at /api/v1/events/outbound. This is the scenario that stops the clock.

Run the scenario once with real data, then check the client's conversation in the ReplyTime dashboard — the countdown should start and stop as expected.

Example payload

Both endpoints accept the same shape. Set message.source_tool so you can tell where an event came from later.

{
  "client": { "external_ref": "acme-corp", "name": "Acme Corp" },
  "channel": { "type": "email", "identifier": "support@acme.com" },
  "message": {
    "occurred_at": "2026-09-09T10:15:00Z",
    "source_tool": "make"
  },
  "idempotency_key": "gmail-msg-18cf2a91"
}