Webhooks
Table of Contents
- Understanding Webhooks
- Accessing Webhook Configuration
- What Webhooks Enable
- Webhook Portal Overview
- Creating Endpoints
- Webhook Events
- Testing Webhooks
- Webhook Security
- Handling Webhook Failures
- Common Use Cases
Understanding Webhooks
Webhooks provide real-time notifications to external systems when events occur in the platform.What Are Webhooks
Webhooks are automated messages sent from the platform to your systems when specific events happen. They allow you to:- Receive instant notifications
- Trigger automated workflows
- Keep external systems synchronized
- React to events programmatically
How Webhooks Work
- Event occurs: Something happens in the platform (e.g., call completes)
- Webhook triggered: The system identifies subscribed endpoints
- Data sent: Event details are sent to your URL
- Your system responds: Your endpoint processes the data
- Confirmation: Success or failure is logged
Accessing Webhook Configuration
Navigate to the webhook management interface.Navigation Path
- Click Webhooks in the main navigation
- The webhook management portal loads
Portal Interface
The webhooks section provides:- Endpoint management
- Event type selection
- Delivery logs
- Testing tools
What Webhooks Enable
Webhooks power various integration scenarios.Real-Time Synchronization
Keep external systems updated instantly:- Update your CRM when calls complete
- Sync contact information bidirectionally
- Maintain accurate records across systems
Automated Workflows
Trigger actions based on events:- Create tasks when calls need follow-up
- Send notifications to team channels
- Update status in project management tools
Custom Integrations
Build tailored solutions:- Connect to systems without native integrations
- Create custom reporting pipelines
- Implement business-specific logic
Analytics and Monitoring
Feed data to analytical systems:- Real-time dashboards
- Custom metrics tracking
- Performance monitoring
Webhook Portal Overview
The webhook management portal provides comprehensive control.Endpoints List
View all configured webhook endpoints:- Endpoint URL
- Status (active/inactive)
- Event types subscribed
- Recent delivery status
Activity Logs
Review webhook delivery history:- Successful deliveries
- Failed attempts
- Response codes
- Payload details
Configuration Options
Access settings for:- Endpoint management
- Event subscriptions
- Security settings
- Retry policies
Creating Endpoints
Set up new webhook destinations.Endpoint Requirements
Your receiving endpoint must:- Accept HTTP POST requests
- Return appropriate status codes
- Process payloads within timeout limits
- Be publicly accessible (or through allowed networks)
Configuration Steps
- Access the webhook portal
- Click to add new endpoint
- Enter the endpoint URL
- Select event types to subscribe
- Configure any additional options
- Save the endpoint
Endpoint URL
Provide the full URL where webhooks should be sent:- Include https:// for security
- Ensure the URL is accessible
- Test accessibility before saving
Event Selection
Choose which events trigger notifications:- Select all events
- Choose specific event types
- Refine based on your integration needs
Webhook Events
Different events trigger webhooks for different activities.Conversation Events
Events related to calls and conversations: Call Started: When a conversation begins. Call Completed: When a conversation ends. Call Failed: When a call encounters errors.Contact Events
Events related to contact management: Contact Created: New contact added. Contact Updated: Contact information changed. Contact Deleted: Contact removed from system.Campaign Events
Events related to outbound campaigns: Campaign Started: Campaign begins execution. Campaign Completed: Campaign finishes. Campaign Paused/Resumed: Campaign status changes.System Events
Platform-level events: Integration Connected/Disconnected: External service connections change.Testing Webhooks
Verify your webhook configuration works correctly.Test Events
Send test events to your endpoints:- Access the endpoint configuration
- Click to send test event
- Check your receiving system
- Verify payload processing
Viewing Test Results
After sending tests:- Check delivery status in the portal
- Review response codes
- Examine any error messages
Testing Best Practices
Start with test endpoints: Use services that display incoming webhooks for initial testing. Verify end-to-end: Ensure data flows correctly to final destination. Test error handling: Verify your system handles failures gracefully. Check all event types: Test each event type you subscribe to.Webhook Security
Protect your webhook endpoints and data.HTTPS Requirement
Always use secure endpoints:- HTTPS URLs protect data in transit
- HTTP may be rejected or warned
- SSL certificates must be valid
Signature Verification
Webhooks include security signatures:- Verify the signature matches expected value
- Reject requests with invalid signatures
- Protect against forged requests
Secret Management
Webhook secrets authenticate requests:- Store secrets securely
- Rotate secrets periodically
- Never expose secrets publicly
IP Allowlisting
If your firewall requires:- Webhook requests come from specific IP ranges
- Documentation provides current IP addresses
- Update firewall rules as needed
Handling Webhook Failures
Manage delivery issues effectively.Automatic Retries
Failed webhooks are retried automatically:- Multiple attempts with increasing delays
- Configurable retry policies
- Eventually marked as failed if all retries fail
Failure Notifications
You may receive alerts when:- Endpoints repeatedly fail
- Delivery success rate drops
- Specific events fail to deliver
Manual Retry
If needed, manually retry failed deliveries:- Find the failed delivery in logs
- Click to retry
- Monitor for success
Endpoint Health
Monitor endpoint health:- Success rate percentage
- Average response time
- Recent delivery status
Troubleshooting Failures
Common failure causes: Endpoint unavailable: Your server is down or unreachable. Timeout: Response takes too long. Invalid response: Non-2xx status code returned. SSL issues: Certificate problems. Payload rejection: Your system rejects the data.Common Use Cases
Typical webhook implementations.CRM Integration
Update customer records after calls:- Create activity logs
- Update contact status
- Track conversation outcomes
Notification Systems
Alert teams about important events:- Send messages to chat platforms
- Trigger email notifications
- Update dashboards
Task Management
Create follow-up tasks:- When calls need human attention
- When specific outcomes occur
- Based on conversation properties
Analytics Pipelines
Feed data to analytical systems:- Business intelligence platforms
- Custom analytics databases
- Reporting systems
Workflow Automation
Trigger automated processes:- Update other systems
- Initiate follow-up actions
- Synchronize data across platforms
Compliance and Logging
Maintain audit trails:- Log all call activities
- Archive conversation data
- Meet regulatory requirements