Configuring Webhooks
Published:
Overview
This guide explains how to configure system webhooks for an AI Voice Agent. Webhooks allow the platform to send call data to external systems automatically, either before a call begins, after a call ends, or when the call status changes.
Webhook Types
| Webhook Type | When It Fires | Common Use Cases |
|---|---|---|
| Pre-Call Inbound Webhook | When an inbound call is received, before the agent speaks | Look up the caller's details by phone number and inject personalised data (e.g., name, company, upcoming appointments) into the conversation |
| Post-Call Webhook | After the call ends | Trigger downstream workflows: update a CRM, send a notification email, log call data |
| Call Status Webhook | When the call status changes (e.g., transfer initiated) | Notify external systems of real-time call events |
Steps to Configure a Webhook
- Navigate to Call Flows and locate the agent you want to edit.
- Go to Data and click System Webhooks.
- Select the webhook type you want to configure.
- Enter the destination URL where the webhook payload should be sent.
- For the post-call webhook, customise the payload to include the specific data fields you need.
- Hover over the information icon (?) on each field for additional guidance.
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Pre-Call Use Case | Match an inbound caller's phone number to existing records and greet them by name or surface relevant account details |
| Post-Call Use Case | Send call data to tools such as n8n, Make, or Zapier to trigger CRM updates, email notifications, or other automations |
| Compatible Platforms | Webhook data can be integrated with HubSpot, Zoho, and other CRM or ticketing platforms |
| Payload Customisation | The post-call webhook payload can be configured to include specific data fields relevant to your integration |
| Call Status Webhook | Primarily used to notify external systems when a transfer is executed or the call status changes |
