Webhooks (Configuration Guide)

Overview

What is a Webhook?

A webhook is an automated method of sending data from one system to another when a specific event occurs. Rather than requiring an external system to continuously check for updates, webhooks proactively notify other applications in real time.

Common webhook use cases include:

• Sending interaction data to an external Customer Relationship Management software

• Triggering automated workflows when a call enters or exits a queue

• Updating third-party applications when contact center events occur

• Initiating custom business processes based on interaction activity

Webhooks help streamline integrations and automate processes across systems without manual intervention.

Accessing Webhooks

To configure webhooks, navigate to:

Admin → Configuration → Webhooks

Creating a New Webhook

1. Navigate to Admin → Configuration → Webhooks.

2. Select + New Webhook in the upper-right corner of the page.

3. Complete the webhook configuration by providing:

   • Name – A descriptive name for the webhook.

   • Type – Select either URL or Logic+.

   • Trigger – Choose the event that will activate the webhook.

   • Queue Assignment – Assign the webhook to one or more queues based on your business requirements.

A webhook can be configured for a single queue or multiple queues, depending on the desired use case.

Webhook Types

Logic+

When selecting Logic+, you can choose an existing Logic+ automation flow to execute when the selected trigger occurs.

Logic+ is the recommended webhook type for most integrations because it provides greater flexibility and access to interaction data.

URL

When selecting URL as the webhook type, you can specify an external webhook endpoint URL.

Note: The URL webhook option is currently undergoing maintenance. At this time, it does not pass sufficient interaction data to the destination webhook and is not recommended for advanced integration scenarios.

Interaction Identifiers Available in Logic+

When using a webhook with Logic+, two interaction identifiers can be passed into your workflow:

Recommended Identifier: Queue Call Manager ID

In most implementations, the Queue Call Manager ID should be used.

Examples include:

• Triggering actions when a call enters a queue

• Sending interaction data to an external Customer Relationship Management software

• Executing workflows after a call is completed

• Retrieving detailed interaction information through APIs

To reference the Queue Call Manager ID within a Logic+ flow, use:

$(queueCallManagerID)

This variable returns the unique identifier for the interaction and can be used with other Sharpen APIs, such as the Get Interaction endpoint.

The Get Interaction endpoint provides access to valuable interaction data, including:

• Dispositions

• Interaction notes

• Caller ID information

• Representative details

• Call metadata

• Additional interaction attributes

Using the Interaction ID

For scenarios that require the system Interaction ID, use the following variable within your Logic+ flow:

$(system.InteractionID)

Webhook Triggers

When creating a webhook, you must select a trigger that determines when the webhook executes.

The available triggers and their associated events are listed in the trigger reference chart below.