Voice webhooks allow you to receive HTTP callbacks at user-defined URIs when call events occur.
You can receive webhooks using GET or POST.
Events
The following events are supported.
| Event Name | Description |
|---|---|
| Call.Initiate | Fired at the start of a phone call. |
| Call.Complete | Fired at the end of a phone call. |
Parameters
Common Parameters
The following parameters are present in every request.
| Parameter | Type | Description | Call.Initiate | Call.Complete |
|---|---|---|---|---|
| Action | string | Value will be: Webhook | ✔ | ✔ |
| Event | string | The name of the event as per the event table. | ✔ | ✔ |
| Account.Sid | string | The secure identifier of the applicable account. | ✔ | ✔ |
| Property.Sid | string | The secure identifier of the applicable property. | ✔ | ✔ |
| Property.Name | string | The name of the property. For website properties, this will be the domain name. | ✔ | ✔ |
| Property.Type | string | The type of property this represents. The value currently can only be Site | ✔ | ✔ |
Call Parameters
The following parameters are present in every phone call related request.
| Parameter | Type | Description | Call.Initiate | Call.Complete |
|---|---|---|---|---|
| Call.Sid | string | The secure identifier of the call. | ✔ | ✔ |
| Call.StartDate | string | The date and time of the call in UTC and formatted as yyyy-MM-dd HH:mm:ss. | ✔ | ✔ |
| Call.From | string | The caller ID of the caller in E164 (international) format. Can be anonymous if the caller ID is unavailable. | ✔ | ✔ |
| Call.From.Country | string | The country where the call originated. Will be blank if unknown. | ✔ | ✔ |
| Call.From.Region | string | The region/state where the call originated. Will be blank if unknown or not applicable. | ✔ | ✔ |
| Call.From.City | string | The city where the call originated. Will be blank if unknown. | ✔ | ✔ |
| Call.To | string | The phone number that was dialled in E164 (international) format. | ✔ | ✔ |
| Call.To.Type | string | The type of phone number that was dialled. Can either be Static or Dynamic | - | ✔ |
| Call.To.Name | string | The name of the phone number as configured in the account. | ✔ | ✔ |
| Call.Duration | integer | The duration of the call in seconds. | - | ✔ |
| Call.Disposition | string | The outcome of the call. | - | ✔ |
| Call.Recording.Uri | string | Optional. The URI of the call recording. | - | ✔ |
| Call.Endpoint | string | Optional. The endpoint phone number where the call was transferred in E164 (international) format. | ✔ | ✔ |
| Call.Survey.Type | string | Optional. The call type selected in the agent survey. | - | ✔ |
| Call.Survey.Value | integer | Optional. The value entered in the agent survey. | - | ✔ |
| Call.Survey.Custom1 | string | Optional. The selection in the agent survey mapped to custom field 1. | - | ✔ |
| Call.Survey.Custom2 | string | Optional. The selection in the agent survey mapped to custom field 2. | - | ✔ |
| Call.Survey.Custom3 | string | Optional. The selection in the agent survey mapped to custom field 3. | - | ✔ |
| Call.Survey.UniqueCode | string | Optional. The unique code played in the agent survey. | - | ✔ |
| Call.Prompts.Postcode | string | Optional. A comma-delimited list of postcodes that were entered in the call. | - | ✔ |
| Call.Prompts.Keys | string | Optional. A comma-delimited list of keys that were entered in the call, including any postcodes. | - | ✔ |
Attribution Parameters
The following parameters are present in every request where attribution information is expected.
| Parameter | Type | Description | Call.Initiate | Call.Complete |
|---|---|---|---|---|
| Attribution.Source | string | The "source" attribution parameter. e.g. "bing" | ✔ | ✔ |
| Attribution.Medium | string | The "medium" attribution parameter. e.g. "organic" | ✔ | ✔ |
| Attribution.Campaign | string | The "campaign" attribution parameter. e.g. "2019 promo" | ✔ | ✔ |
| Attribution.Content | string | The "content" attribution parameter. e.g. "variation 1" | ✔ | ✔ |
Session Parameters
The following parameters are present in every web-session related request.
| Parameter | Type | Description | Call.Initiate | Call.Complete |
|---|---|---|---|---|
| Session.Traffic.Type | string | The traffic type. Can be: Campaign, Direct, Organic, Referral, or Unattributed. | ✔ | ✔ |
| Session.Keywords | string | Optional. The search keywords. | ✔ | ✔ |
| Session.ConversionUri | string | The URI of the page where the event occurred. | ✔ | ✔ |
| Session.LandingUri | string | The URI of the landing page. | ✔ | ✔ |
| AnalyticsSession.CustomDimension1 | string | Optional. | ✔ | ✔ |
| AnalyticsSession.CustomDimension1 | string | Optional. | ✔ | ✔ |
Integration Parameters
The following parameters are present depending on the status and type of integration.
| Parameter | Type | Description | Call.Initiate | Call.Complete |
|---|---|---|---|---|
| Google.Analytics.ClientId | string | Optional. The Google Analytics Universal Client ID. This can be used to push events into Google Analytics Universal. | ✔ | ✔ |
| Google.AdWords.ClickId | string | Optional. The Google AdWords Click ID. Also known as the GCLID. | ✔ | ✔ |
Call Dispositions
The call disposition will have one of the following values.
| Value | Description |
|---|---|
| ANSWERED | The call was transferred to an endpoint which answered. |
| NO ANSWER | The call attempted a transfer to an endpoint but it did not answer. |
| BUSY | The call attempted a transfer to an endpoint but the endpoint reported busy. |
| IVR | The call did not attempt a transfer to an endpoint. This can happen when a caller hangs up during an IVR prompt or before the initiation of a transfer. |
| FAILED | Something went wrong with the call or the endpoint. |