Webhook Use Cases

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CRM Integration

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Goal

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Implementation

1. Receive webhook with transcript and outcome
2. Look up contact by phone number
3. Create/update contact record
4. Add call notes with summary
5. Create follow-up tasks if needed

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Example Flow

call.end webhook received
        ↓
Parse caller_phone from payload
        ↓
Search CRM for matching contact
        ↓
If exists: Update record
If not: Create new contact
        ↓
Add activity: "Voice call - {duration}min - {disposition}"
        ↓
If follow_up_needed: Create task

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Real-Time Dashboard

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Goal

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Implementation

• Add to “active calls” count
• Show caller info in live feed

• Remove from active calls
• Update completed calls count
• Recalculate metrics

• Update satisfaction scores
• Refresh aggregate statistics

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Technology Options

• WebSocket connection to frontend
• Push notifications
• Server-sent events
• Polling from dashboard

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Email Follow-Up

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Goal

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Implementation

1. Receive metrics (satisfaction, resolution, etc.)
2. Determine email template:
   • Satisfied + Resolved → “Thank you” email
   • Unsatisfied → “We’re sorry” + escalation
   • Unresolved → “Additional resources” email
3. Queue or send email

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Example Logic

if (metrics.satisfaction_score >= 4 && metrics.issue_resolved) {
  sendEmail('thank_you_template', caller_email);
} else if (metrics.satisfaction_score <= 2) {
  sendEmail('escalation_template', caller_email);
  notifyManager(call_id);
}

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Ticket Creation

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Goal

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Implementation

1. Check if issue was resolved
2. If unresolved, create ticket:
   • Title: Issue type
   • Description: Transcript summary
   • Priority: Based on sentiment
   • Customer: Caller info
3. Assign to appropriate queue

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Data Warehouse

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Goal

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Implementation

1. Receive payload
2. Transform to your schema
3. Insert into data warehouse
4. Available for BI tools

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Data Points to Capture

• Call metadata (time, duration, direction)
• Transcript (full or summarized)
• Outcome (disposition)
• Metrics (satisfaction, resolution)
• Variables (customer data collected)

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Slack Notifications

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Goal

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Implementation

• Escalation requested
• Low satisfaction
• High-value customer

• Call summary
• Customer info
• Action needed

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Example Triggers

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Multi-System Sync

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Goal

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Implementation

Webhook received
        ↓
    Process payload
        ↓
    ├── Update CRM
    ├── Update Analytics
    ├── Update Helpdesk
    └── Log to Database

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Best Practices

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Acknowledge Quickly

app.post('/webhook', (req, res) => {
  res.status(200).send('OK');  // Acknowledge immediately
  processAsync(req.body);       // Process in background
});

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Handle Failures

• Log the failure
• Queue for retry
• Alert if persistent

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Idempotency

• Track call_id to detect duplicates
• Use upsert operations
• Design for idempotency

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What’s Next