Track client response time with Zapier

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

Trigger on the app where your clients message you (Gmail, Slack, WhatsApp Business, Zendesk — anything with a Zapier trigger). For the action, use Webhooks by Zapier → Custom Request, method POST, to the URL below.

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

Set the request headers to authenticate, and map your trigger's fields into the JSON body — client.external_ref, channel.type, message.occurred_at, and idempotency_key at minimum.

Authorization: Bearer rt_xxxxxxxxxxxxxxxxxxxxxxxx
Content-Type: application/json

Clone the Zap, trigger it on your own reply (sent email, sent Slack message, etc.), and point the same Custom Request action at /api/v1/events/outbound instead. This is the Zap that stops the clock.

Send yourself a test message, run the Zap once manually, then check the client's conversation in the ReplyTime dashboard — you should see the countdown start and stop.

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": "whatsapp", "identifier": "+15551234567" },
  "message": {
    "occurred_at": "2026-09-09T10:15:00Z",
    "source_tool": "zapier"
  },
  "idempotency_key": "gmail-msg-18cf2a91"
}