Webhooks
What is a webhook?
A webhook lets your phone system send real-time data to an external application, usually your own server or a third-party platform like a CRM, ticketing system, or analytics dashboard.
Think of it as a trigger. When a specific event happens, like an incoming call, a voicemail, or a missed call, the system automatically sends that event's data to a URL you choose. This makes it easy to connect your phone system to the other tools you already use.
Example: You could set up a webhook to send call data to your CRM every time a new call comes in, automatically creating a contact log or support ticket.
Creating a new webhook
- From the main menu, go to UC Admin → Settings & Security → Webhooks.
- Select + Add Webhook in the upper-right corner.
- Complete the form:
- Assigned Account (if applicable): Choose the account this webhook belongs to. This field only appears if you haven't already selected an account from the dropdown in the top right.
- Label: A name for your own reference (e.g., "Call Notifications to CRM").
- Destination URL: The full URL where data should be sent (e.g., https://yourcrm.com/api/call-events).
- Method: Choose how the data is sent.
- POST sends the data in the body of the request.
- GET appends the data to the URL as query parameters.
- Select Add in the lower-right to save and activate the webhook.
Once created, you'll be redirected to a page where you can further customize it, covered below.
Managing existing webhooks
- From the main menu, go to UC Admin → Settings & Security → Webhooks.
- Use the Account dropdown in the top right, or click the account name, to make sure you're viewing the webhooks tied to the right account.
- Select the webhook name, or click the three dots to its right and choose Edit.
In the Edit tab, you'll have two sets of options:
On the left, you can update:
- Label: Change the name used to identify the webhook.
- Description & Notes: Add or update internal details for your own documentation.
- Events: Choose which system events trigger this webhook (e.g., call started, call ended, voicemail received).
On the right, you can manage destinations:
- Add a new destination URL.
- Edit an existing destination's URL or method (POST/GET).
- Delete a destination you no longer need.
Tip: If you want data sent to multiple systems, like both a CRM and a helpdesk, you can add multiple destinations to a single webhook.
Important: saving your changes
Two steps are required to make sure your changes take effect:
- Click Update at the bottom of the screen to save your changes before navigating away.
- Click Apply Changes on the left to push the update through the system.
- You can apply changes immediately, or schedule a date and time so the update doesn't interrupt business hours.
Putting your webhook to use
Creating a webhook doesn't automatically connect it to anything. It needs to be assigned to the specific part of your phone system you want it to monitor. There are two ways to do this, depending on how broadly you want the webhook applied.
Option 1: Assign one-off, feature by feature
If you have multiple webhooks and want to assign specific ones to specific features, go to the feature you want to trigger the webhook, such as an IVR Menu, Ring Group, Queue, or Phone Number, and open its settings. Look for a Webhook dropdown within that feature's configuration, and select the webhook you created.
Note: Be sure to save your changes within that feature as well (and apply changes, if required), separately from the steps for saving the webhook itself.Option 2: Deploy in bulk from the Deployment tab
If you want to apply a single webhook broadly rather than assigning it one feature at a time, use the Deployment tab on the webhook's Edit page. From here, you can:
- Deploy to a feature type: Apply the webhook to all instances of a specific feature at once (e.g., every IVR Menu on the account).
- Deploy to everything: Apply the webhook to every feature across the phone system.
This is especially useful when you want one webhook, like a general call-logging integration, applied broadly without configuring each feature individually.
Either way, the result is the same: the system now knows to send data to this webhook when the assigned feature triggers an event.
Reviewing what's connected
Once a webhook has been assigned to one or more features, you can see everything it's connected to from the Dependency Tree tab on the Edit page. This displays all mapped features in a file-system style tree, making it easy to see at a glance everywhere a webhook is currently in use.
This is a helpful place to check before editing or deleting a webhook, so you know exactly what else might be affected.
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