Callflows. Advanced Actions. Webhook

Description: This is how the Webhook Action works and how it can be integrated into call flows.

A Webhook is a method used to inform an external system or application about the events happening in a call flow where it is integrated. By using Webhooks, it's possible to exchange information about call-related activities in real-time, including events like call answering, transfer, or disconnection. 

After creating a new call flow, completing the Main Callflow Block with essential information, and assigning a Seat to the configured call flow, you can implement a Webhook to the configured call flow. The Webhook is located within the Advanced group of Actions in the Catalog of Actions on the Callflow Configurator's right-hand side.

By using the drag-and-drop technique, you can transfer the Webhook Block from the Catalog and integrate them into several places of the Callflow diagram depending on your design of the call flow.

When you drop the Webhook Block onto the Callflow diagram, a pop-up window will appear displaying the various parameters of the Block that need to be configured.  

Three parameters need to be configured in that section: 

• URL: the purpose of this field is to contain the URL of a server that you have selected, which will be used to process your requests when an incoming call reaches the Webhook Action Block. 
• Request Type: when you click on this field, a drop-down menu will appear that offers two HTTP methods to interact with the server. The "GET" method is used to request instructions from the server, whereas the "POST" method is used to send instructions to the server. 

Upon selecting "POST", a new field will be displayed.

• Body Format: here, you can specify the format of the data in the request body:
  • FORM DATA: data is formatted like an HTML form submission, with key-value pairs encoded similarly to how browsers send form data. This is suitable for basic data structures.
  • JSON: data is formatted as a JSON object, which is widely used for structured and nested data, making it ideal for APIs that require complex or hierarchical data formats.
• Re-try attempts: here, you can set the number of attempts to send or receive the configured request if the host is unavailable. You can select up to 4 attempts from the drop-down menu.

A properly configured Webhook integrated into a call flow will be displayed as follows.

Within the Block, there is no indication of all the previously set URL and request method values.

Once changes in the Callflow diagram have been made, the "Save" button will become active, and clicking on it will open a drop-down menu with three saving options. 

• Save Changes: by clicking this button, you will easily save all of the changes you have made. 
• Save and Duplicate: clicking on this button will save all modifications made to the current call flow and create a new call flow that duplicates the original. The name of the duplicated call flow will include the name of the original call flow, followed by the word "copy". 

The main Block of the duplicated call flow, which displays the extension and phone numbers in the original call flow, will be left blank. 

• Save and Create: clicking on this button will save all modifications made to the current call flow and create a new empty call flow. 
• Cancel: clicking on this button will cancel any modifications made to the call flow. If changes have been made, the system will prompt you to confirm the cancellation of those changes.