Solutions by Text, LLC Webhook Management Policy
Updated November 4, 2025
This amended Webhook Management Policy replaces the Solutions by Text, LLC (“SBT”) Webhook Management Policy in effect as of March 15, 2024. By beginning or continuing to use SBT’s software, products, and services (“Services”), Customer acknowledges and agrees to be bound by this Webhook Management Policy unless otherwise expressly agreed to in writing by the parties.
Introduction
Solutions By Text Customers and Partners may implement a webhook to obtain insight into events from transaction processing that occurs within the SBT (Solutions by Text) systems. The list of webhooks may change over time. Examples of webhooks include Inbound Messages, Message Status, and Inbound MMS (Multimedia Messaging Service). The term Webhook Receiver is used in this context.
Webhook receivers will accept authenticated posts, store the data, and return an HTTP 200: Success response to SBT as soon as the webhook call is received and acknowledged. The webhook receiver can subsequently process the payload data after acknowledging.
SBT customers and partners must maintain healthy webhooks to maximize platform availability and performance. This Webhook Management Policy outlines the various Webhook Handling Rules and Receiver Expectations applicable to SBT’s customers and partners utilizing webhooks to connect to the SBT FinText™ Platform.
Webhook Handling Rules
| Behavior | T2C Platform (1.0) | FinText Platform (2.0) |
| Connection Time Out | SBT requires a webhook URL to respond within five seconds. If this response time is exceeded, the webhook call is designated as FAILED. SBT will retry attempts pursuant to this Policy. This could result in duplicate webhooks and the webhook listener receiving duplicate posts from SBT. | |
| Retry Policy | Blacklist after 50 retries, each 10 minutes apart. |
Suspend after 50 retries, each 30 minutes apart. Deactivate after 200 retries, 30 minutes apart. |
| Response Queuing and Retry Logic |
Pending responses are held until the end of each calendar day. If an unhealthy webhook endpoint becomes healthy before the end of the day, the platform will attempt to send the remaining response. SBT utilizes a daily routine and marks the webhook active if it is healthy. |
Pending responses are queued for up to 7 days and sent when the webhook becomes healthy. If more responses need to be sent, please contact SBT Customer Support. SBT continues to retry every 30 minutes to send out all responses and reactivate the webhook if found healthy. |
| Blacklist / Deactivate Webhook |
If an email is configured within the UI (User Interface), and email notification will be sent. If there is no response to email for 7 days, the URL will be removed. If removed, manual intervention is required on the customer side to fix the webhook. Contact SBT Customer Support to reactivate the webhook. |
SBT Customer Support sends out an email notification to customers. If the webhook is deactivated, manual intervention is required on the customer side to fix the webhook. Contact SBT Customer Support to reactivate the webhook. |
Receiver Expectations
| Behavior | Expectations |
| Alert Notification | SBT requires enabling notifications/alerts in case of issues with customer or partner webhooks. These notifications/alerts should be delivered to more than one technical resource. SBT suggests a distribution list for operations and/or technology teams. |
| Response Time | The webhook receiver must acknowledge the request immediately, within less than one second. |
| Availability | The webhook URL service must be available to receive calls from SBT 24 hours a day. |
| Handling Webhook Responses Efficiently |
Webhook listeners must refrain from any heavy processing in the foreground, must acknowledge requests as soon as possible, and must be equipped to handle sufficient load. Webhook listeners must be tested to successfully process four times the number of outbound messages sent per batch. For example, if a customer is likely to send batches of 10,000 outbound messages per hour, the corresponding webhook must be able to handle at least 40,000 status updates per hour. |
| Test Harness | SBT has a test harness that may be leveraged for functional payload and performance testing. For more information, please contact Customer Support. |
Additional Resources
The following links require access to the SBT HubSpot Knowledge Base.
SBT 1.0 Platform: Blacklisting Webhook URLs