Webhooks

Webhooks overview
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Introduction
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Webhooks facilitate real-time communication between websites or applications by allowing one application to send HTTP requests, including payload data, to another application when a predefined event or trigger occurs.

With the Voiso Webhooks feature, developers can subscribe to call events, offering numerous advantages for custom integrations and automated tasks:

Real-time updates: Receive instant notifications or data updates when specific call events occur.
Simplified integration: Transmit data between applications seamlessly without continuous polling.
Efficient resource usage: Data is only sent when an event occurs, reducing unnecessary network traffic and server load.
Automation: Streamline workflows and enhance overall efficiency in application development and management.

Voiso webhook structure
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Voiso webhooks employ the POST method with the HTTP request protocol when sending payloads. Payloads are structured as follows:

Parameter	Description	Data type
name	The name of the web hook.	String
event	One of the supported Voiso contact center events. Refer to Supported events.	String
entity	The name of the contact center entity associated with the webhook payload. Entities include: xx	String
timestamp	The timestamp indicating when the event triggering the webhook occurred.	Datetime
key	Each webhook should have a unique contact center key or user-defined token. This key is used by the external system to validate the authenticity of the webhook.	Datetime
payload	The payload data contained within the webhook. The structure and content of the payload vary depending on the specific event and object involved. It can be a simple or nested structure, accommodating different scenarios.	Simple or nested structure

Example:


    "name": "user_created",
    "event": "inbound.call.hangup"
    "entity": "user",
    "timestamp": 2024-06-19T14:30:13+0000,
    "key": "fiv39qu4eh8H83e4dieEw44"
    "payload": 
        {
          "id": 28982,
          "name": "Nurul Rahman",
          "email": "n.rahman@mail.com",
          "sip_account": "n.rahman@contactcenter.voiso.com",
          "role_name": "agent",
          "extension": 1234,
          "caller_id": 2594,
          "timezone": "Malaysian Standard Time",
          "webrtc_ringtone": "null",
          "team": ["shift_manager", "quality_management"],
          "supervisor_in_teams": ["quality_management"],
          "skills": ["mandarin", "malay", "product_query", "billing"],
          "queues": [first_line"],
          "employee_id": 13113
        }

Webhook response
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When coding your response to the webhook, note that Voiso expects an HTTP 200 status code to indicate a successful operation. If no response is received, Voiso assumes that the request timed out or an error occurred.

Supported events
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The Webhooks feature supports the following call events:

Event	Description	Webhook
inbound.call.answered	An agent answers an inbound call.	Call notify
inbound.call.hangup	An inbound call ends.	Call outcome logging
dialer.call.answered	An agent is connected to a Dialer call answered by a contact.	Call notify
dialer.call.hangup	A Dialer call ends.	Call outcome logging
outbound.call.answered	A contact answers an outbound call.	Call notify
outbound.call.hangup	An outbound call ends.	Call outcome logging

The Webhooks page
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Use the Webhooks page to create and manage your webhooks. Refer to Webhooks in the Voiso Documentation Portal for more information.

Call Notify
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As an administrator, you can subscribe to Call Notify. Call Notify is triggered when a call is answered.

Screen pop contact records
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The Call Notify webhook enables you to automate sending either a GET or POST method to your CRM to request that the contact information for the current inbound or outbound Dialer call be displayed in the CRM browser window.

The Call Notify webhook initiates when a conversation starts. For outbound calls, this is when the contact answers. For inbound calls, this is when the call is connected to an agent.