The following webhooks notify your system of key call state transitions during an inbound call.

Subscribe to these webhooks on the Administration > Webhooks page. For parameter descriptions, refer to the Webhook Overview article.

Event	Description
inbound.call.answered	An agent answers an inbound call.
inbound.call.hangup	An inbound call ends unexpectedly.
inbound.call.ended	An inbound call is completed.

inbound.call.answered

Use this event to:

Detect when an inbound call connects to an agent
Trigger integrations such as CRM screen pops or workflow automation

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "inbound.call.answered",
  “object: "call",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //call object 
          //agent object 
          }
}

Example payload

{
  "event": "inbound.call.answered",
  "object": "call",
  "timestamp": "2024-08-14T10:43:54Z",
  "secret": "12t78y34uidd33esqsve",
  "contact_center_id": "12345054-2f06-476d-93a1-ae22bd3db4d7",
  "data": {
    "id": "c123b7f3-86c8-4c8c-b671-a857550abc33",
    "type": "inbound",
    "start_time": "2024-08-14T10:43:38Z",
    "agent_start_time": "2024-08-14T10:43:54Z",
    "duration": {
      "total": 16,
      "queue_time": 16
    },
    "queue": "Sales Queue",
    "script": "Sales Script",
    "calling_number": "1234567898",
    "called_number": "23456957701",
    "cdr_url": "https://cluster1.contact_center_name.com/cdr/c436b7f3-86c8-4c8c-b671-a123450ede33",
    "agent": {
      "id": 13242,
      "name": "Mary Louis",
      "email": "ml@example.com",
      "extension": "2584"
    }
  }
}

Note: The queue_time represents the time the contact waited before being connected.

inbound.call.hangup

Use this event to:

Track incomplete or disconnected inbound calls
Log dispositions and reasons for disconnects

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "inbound.call.hangup",
  “object: "call",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //call object 
          //agent object 
          }
}

Example payload

{
  "event": "inbound.call.hangup",
  "object": "call",
  "timestamp": "2024-08-14T10:44:17Z",
  "secret": "ybtabc12by8yn8",
  "contact_center_id": "12345054-2f06-444d-93a1-ae22bd3db4d7",
  "data": {
    "id": "c123b7f3-86c8-4c8c-b671-a857550abc33",
    "type": "inbound",
    "start_time": "2024-08-14T10:43:38Z",
    "end_time": "2024-08-14T10:44:17Z",
    "agent_start_time": "2024-08-14T10:43:54Z",
    "duration": {
      "total": 39,
      "queue_time": 16,
      "talk_time": 23
    },
    "disposition": "Answered",
    "queue": "Service Queue",
    "end_reason": "Agent disconnect",
    "script": "Service Script",
    "calling_number": "2345678458",
    "called_number": "123482957701",
    "cdr_url": "https://cluster1.contact_center_name.com/cdr/c436b7f3-86c8-4c8c-b671-a857550ede33",
    "agent": {
      "id": 13242,
      "name": "Mary Louis",
      "email": "ml@example.com",
      "extension": "2584"
    }
  }
}

Note: Use disposition and end_reason fields to analyze disconnect scenarios.

inbound.call.ended

Use this event to:

Log completed inbound calls after wrap-up
Store wrap-up notes and codes for reporting

Sample Payload Structure

The following sample shows the structure of this webhook payload and highlights where standard objects—documented in the Webhook Overview—are used. The data field typically contains one or more of these reusable objects, depending on the event type.

 {
  "event": "inbound.call.ended",
  “object: "call",
  "timestamp": "2024-05-24T08:36:39Z",
  “secret”: "45XXYYZZa08",
  "contact_center_id": "187edc75-3008-44e3-8798-aa0bbc12yt703" 
  "data": {
          //call object 
          //agent object 
          }
}

Example payload

{
  "event": "inbound.call.ended",
  "object": "call",
  "timestamp": "2024-08-12T07:05:09Z",
  "secret": "sgc2g83gii9",
  "contact_center_id": "1a234567-b8c9-012a-3456-b7c8de90a1b2",
  "data": {
    "id": "1a234567-b8c9-012a-3456-b7c8de90a1b2",
    "type": "inbound",
    "start_time": "2024-08-12T07:04:26Z",
    "end_time": "2024-08-12T07:05:04Z",
    "agent_start_time": "2024-08-12T07:04:38Z",
    "duration": {
      "total": 38,
      "queue_time": 5,
      "talk_time": 20,
      "hold_time": 5,
      "postcall_time": 6
    },
    "disposition": "Answered",
    "queue": "Sales",
    "end_reason": "Agent disconnect",
    "flow": "sales inbound",
    "calling_number": "123456789090",
    "called_number": "909087654321",
    "wrap_up_code": {
      "code": "0003",
      "description": "Contract updated"
    },
    "notes": "Contact requested a contract review.",
    "cdr_url": "https://cluster1.contact_center_name.com/cdr/1a234567-3456-012a-b8c9-b7c8de90a1b2",
    "agent": {
      "id": 1,
      "name": "Kathy M",
      "email": "kathy.m@example.com",
      "extension": "1234"
    }
  }
}

Note: This is the only event that includes wrap_up_code and notes.

See also