Webhooks

What are webhooks?

Webhooks are “user-defined HTTP callbacks”. More generally, they are interactions between a web source and a web endpoint triggered by an event in the selected applications. In CallRail’s case, you can select a trackable action in CallRail that will trigger data to be sent (also called “pushed”) to your desired endpoint. Once the webhook is configured and those actions occur, the data will be sent to the endpoint in JSON format. This JSON file will be displayed in a more user-friendly format at the endpoint, but the format will differ depending on the endpoint.

Why should you use webhooks?

If your goal is to send data to another location on the internet, and CallRail does not already have an integration with that location, then webhooks are the best option. Other reasons include:

• Real-time updates: Webhooks send data instantly when an event occurs.
• Efficiency: Only send data when necessary.
• Automation: By automatically triggering actions based on events, webhooks facilitate seamless workflow automation.

Differences Between Webhooks and APIs

The big difference between using webhooks and CallRail’s API is what each service can do with the data being sent. Webhooks can only send CallRail data from CallRail to another location for viewing and only do so for the selected trackable interactions. An API call, however, can not just send data but also modify it based on other parameters

Both APIS and webhooks require security tokens (hereafter referred to as “keys”) to complete actions. API keys are created at the user level, so each CallRail user has a unique setup key. Webhooks, on the other hand, have company-level keys.

Webhook trigger events

Ten events in CallRail can trigger a webhook. They are listed below:

Phone Calls

• Pre-call - data that’s only available at the start of the phone call (basic CID details, which tracker is dialed, source info, start-time of the call).
• Call routing complete - data that’s sent once an inbound phone call reaches its destination (call flow details [tags, menu steps]).
• Post-call - sends full data once an inbound phone call completes (duration, call recording link [if applicable], tags and call score [via keypad scoring], answer status).
• Call modified - includes details about an inbound call that are updated after-the-fact (manually tagging and scoring of calls, adding notes and values, recording duration, complete transcript).
• Outbound post-call - data sent after an outbound call completes (most notably, call_type=outbound).
• Outbound call modified - includes similar details as call modified, but only for outbound calls.

Please note: Using webhooks to export transcripts is only available for customers on our Premium Conversation Intelligence plan. If you are not on this plan, you will need to upgrade for this feature. Follow the instructions in this help article or contact our support team for assistance.

Here is an example of a what a phone call webhook looks like.

Text messages

• Text message received - this webhook occurs when a text message is received by a tracking number, which includes all information about the interaction (including message ID and message contents).
• Text message sent - like text message received, this webhook posts to an endpoint after a text message from a tracking number is sent (and includes similar details as text message received).

Here is an example of what a text message webhook looks like.

Form submissions

• Form submission - only applicable with a Form Tracking plan; data associated with a tracked form submission (featuring attribution and recognized form fields).

Here is an example of what a form submission webhook looks like.

Convert Assist

• Convert Assist complete - only applicable with a Convert Assist plan; data associated with a processed Convert Assist event (featuring AI-generated answers).

Here is an example of what a convert assist webhook looks like.

How to set up webhooks

CallRail users can set up webhooks from their Integrations page.

1. Select the Webhooks tile.
2. Enter the URL endpoint for the desired data to be sent into the corresponding text box.
   1. If the user wants to send the same webhook data to more than one endpoint, they can select Add Another URL.
3. Save any changes.

Webhooks can also be created in bulk using CallRail’s API, by which a user would create multiple “POST” API calls. For more information, review our API documentation.