Configure call webhooks

Send call data to your own system before, during or after a call.

The three webhooks

• Pre-call fires before the agent picks up, so you can look the caller up and pass information in.
• Post-call fires when the call ends, with the transcript and summary.
• Status sends call status changes as they happen.

Click to enlarge

Set one up

1. Open the call flow, then Settings → Advanced Settings → Webhooks.
2. Expand the webhook you want.
3. For the pre-call webhook, enter the Webhook URL, plus Custom Headers and Query Params if your endpoint needs them.
4. For the status webhook, turn on Send status notifications first — the URL and header fields appear after that. It sends all status events; you can't pick a subset.
5. For the post-call webhook, enter the URL. Turn on Custom payload if you want to control the body; after that, use Edit to change it.
6. Set a fallback endpoint and retry behaviour if you want failed deliveries retried or sent elsewhere.
7. Click Test webhook to check your endpoint accepts a request. The test sends a sample payload.
8. Wait for the change to save, publish the flow, and confirm with a real call.

Dynamic inbound routing

The pre-call webhook can decide which agent takes the call. Turn on Dynamic inbound call routing and return the agent's ID in your response — the call is routed to that agent.

Related: Collect and extract data, Configure notifications, Build a workflow.