Webhooks
What is a Webhook
The Webhook feature sends real-time notifications to your web applications and reporting systems. Once activated, HTTP POST requests are sent to your chosen URL when events occur through Widget, Lead Connect, or API Integrations. The webhook URL can be customized for your company, and all data exports in JSON format.
How Webhooks Work
Create a webhook by registering your URL in ResponseiQ. Once registered, select which events trigger notifications. These events activate for both Widget and Lead Connect systems.
The webhook route executes your logic when events trigger. The system tracks routes for notifications without needing to know execution details. Your web application receives notifications through the chosen URL, knowing when platform events occur and enabling automated responses.
Events
When events occur across Widget, Lead Connect, or API features, JSON data is sent to your webhook URL. Available events include:
Call Events
New Call: Triggered when a new call is generated via widget/ILR/API
Scheduled Call: Triggered when a customer requests to schedule a call via widget
Missed Call: Triggered when no agents are available for the call to be initiated
Claimed Call: Triggered when a call is claimed by an agent
Connected Call: Triggered when a call is connected with the customer after being claimed by the agent
Finished Call: Triggered when a call is completed between the agent and the customer
SMS Events
call.smsfollowup: Triggered when a lead responds to an SMS message sent after a call. Captures the complete conversation history including:
- Lead response message content
- Previous message history for context
- Timestamp of interactions
- Lead contact information
- Complete conversation thread continuity
Step-by-Step Webhook Setup
Step 1: Access Webhook Settings
1. Log into your ResponseiQ company account
2. Navigate to Settings > Webhooks
Step 2: Configure Webhook URL
1. Enter your web application URL in the Webhook URL field
2. Click Test to verify the URL responds correctly
Test Response Options:
Response 404: URL not working - verify the URL is correct
Response 200: URL working and responding to ResponseiQ platform hits
Step 3: Select Format and Events
1. Choose webhook format: Form URL Encoded or JSON
2. Select the events you want to trigger notifications
3. Click Save to activate the webhook
Note: For multiple domains/sub widgets, complete this setup for each domain to ensure full coverage.
Step 4: Verify Setup
Access sample JSON data for each event using the Read more section on the webhook setup screen.
Webhook Logs
ResponseiQ maintains comprehensive webhook logs for all triggered events over your registered URL. The webhook log tracks all call and SMS events based on your selected triggers.
Log Information Includes:
Response: Server response status
Created: Event timestamp
Event: Event type triggered
Status: Delivery status
Benefits
Real-time Notifications: Instant alerts when platform events occur
Complete Data Capture: Full conversation history and interaction details
Flexible Integration: JSON format enables seamless system integration
Comprehensive Logging: Complete audit trail of all webhook activities
Automated Workflows: Enable automated responses to lead interactions
Use Cases
Call Events: Track call connection rates, duration, and outcomes for reporting and analytics
SMS Follow-up Events: Monitor lead engagement after calls, analyze response patterns, and trigger automated follow-up sequences based on SMS interactions