Webhook payload

Simple webhooks send the complete call payload as JSON in the body of a POST request (Content-Type: application/json, signed in the X-Signature header). Advanced webhooks use the same data as the source for their templates. This page documents every field. You can fetch the same payload for any past call with GET /agents/{agentId}/calls/{callId}/webhook-payload.

New fields may be added at any time. Ignore fields you don’t recognize instead of rejecting the request. Fields with no value may be null or omitted.

Example

webhook.json

{
  "id": "6650c4d0a1b2c3d4e5f60901",
  "sessionId": "c2f1e0b4-7a51-4d0e-9a8f-2b6f1d3e4a5c",
  "webhookEvent": "POST_PROCESSING_FINISHED:INTERESTED",
  "createdAt": "2026-10-20T14:56:41.642Z",
  "isIncoming": false,
  "isTestCall": false,
  "campaign": { "id": "6650c1f2a1b2c3d4e5f60718", "name": "Demo booking" },
  "account": { "id": "6650a0a0a1b2c3d4e5f60001", "name": "Acme Inc." },
  "organizationId": "6650a0a0a1b2c3d4e5f60001",
  "phoneFrom": "15555551234",
  "phoneTo": "14155552671",
  "agentPhoneNumber": "15555551234",
  "contactPhoneNumber": "14155552671",
  "contact": {
    "id": "6650c3a9a1b2c3d4e5f60801",
    "name": "Dana Levi",
    "phoneNumber": "14155552671",
    "status": "INTERESTED",
    "attempts": 1,
    "data": { "company": "Acme", "crm_id": "0035e00000AbCdE" }
  },
  "status": "INTERESTED",
  "callStatus": "COMPLETED",
  "postProcessStatus": "INTERESTED",
  "hangUpReason": "CALL_FINISHED",
  "duration": 128,
  "totalDuration": 128,
  "recordingUrl": "https://…",
  "contactStatus": { "doNotCall": false, "wrongNumber": false, "callMeLater": false },
  "successCriteria": {
    "goalReached": true,
    "name": "Demo Scheduled",
    "description": "The contact agreed to a demo date and time.",
    "reason": "The contact accepted Tuesday at 3 pm for a demo.",
    "type": "INTERESTED"
  },
  "interested": {
    "description": "The contact agreed to a demo date and time.",
    "reached": true
  },
  "summary": {
    "Current tool": {
      "description": "Which tool does the contact use today?",
      "options": [],
      "order": 1,
      "type": "OPEN_QUESTION",
      "value": "Spreadsheets"
    },
    "Budget approved": {
      "description": "Has budget been approved?",
      "options": [],
      "order": 2,
      "type": "YES_NO",
      "value": true
    }
  },
  "extractedVariables": {
    "demo_time": { "value": "2026-10-27T15:00:00", "type": "string", "description": "Agreed demo time" }
  },
  "unansweredQuestions": [
    { "question": "Do you integrate with SAP?", "context": "Asked while discussing integrations." }
  ],
  "promisedActions": [
    { "commitment": "Send a calendar invite", "commitmentType": "email", "context": "Agreed at the end of the call." }
  ],
  "transcript": [
    { "role": "assistant", "content": "Hi Dana, this is Alex from Acme. Do you have a minute?" },
    { "role": "user", "content": "Sure, what's this about?" },
    { "role": "assistant", "content": "I'd love to show you a quick demo. Would Tuesday at 3 pm work?" },
    { "role": "user", "content": "Tuesday at 3 works." }
  ],
  "conversationFlow": ["Greeting", "Pitch", "Book demo", "Goodbye"],
  "events": [
    {
      "type": "MEETING",
      "data": {
        "duration": 30,
        "eventTypeId": "1234567",
        "invitationSent": true,
        "email": "dana@example.com",
        "name": "Dana Levi",
        "slot": "2026-10-27T15:00:00.000Z",
        "meetingUrl": "https://cal.com/…"
      }
    },
    {
      "type": "SMS",
      "data": {
        "sent": true,
        "status": "queued",
        "sentAt": "2026-10-20T14:58:01.000Z",
        "sentTo": "14155552671",
        "sentFrom": "15555551234",
        "text": "Thanks Dana, see you Tuesday at 3 pm!"
      }
    }
  ],
  "booking": { "meetingUrl": "https://cal.com/…" },
  "twilio": { "accountSid": "AC…", "callSessionId": "c2f1e0b4-7a51-4d0e-9a8f-2b6f1d3e4a5c" }
}

Examples by event

Every delivery uses the same structure. What changes is how much of it is filled in: events that fire before post-call analysis carry the identifiers, the contact, and the live status, but no outcome yet.

DIALING / CONNECTED
COULD_NOT_CONNECT:NO_ANSWER
Text agent (POST_PROCESSING_FINISHED)

Sent before the conversation is analyzed. transcript, events, and conversationFlow are empty, and outcome fields are absent or null. On DIALING the callStatus is NEW; on CONNECTED it’s IN_PROGRESS.

{
  "id": "6650c4d0a1b2c3d4e5f60901",
  "sessionId": "c2f1e0b4-7a51-4d0e-9a8f-2b6f1d3e4a5c",
  "webhookEvent": "CONNECTED",
  "createdAt": "2026-10-20T14:56:41.642Z",
  "isIncoming": false,
  "isTestCall": false,
  "campaign": { "id": "6650c1f2a1b2c3d4e5f60718", "name": "Demo booking" },
  "account": { "id": "6650a0a0a1b2c3d4e5f60001", "name": "Acme Inc." },
  "organizationId": "6650a0a0a1b2c3d4e5f60001",
  "phoneFrom": "15555551234",
  "phoneTo": "14155552671",
  "agentPhoneNumber": "15555551234",
  "contactPhoneNumber": "14155552671",
  "contact": {
    "id": "6650c3a9a1b2c3d4e5f60801",
    "name": "Dana Levi",
    "phoneNumber": "14155552671",
    "data": { "company": "Acme", "crm_id": "0035e00000AbCdE" }
  },
  "status": "IN_PROGRESS",
  "callStatus": "IN_PROGRESS",
  "contactStatus": {},
  "successCriteria": {},
  "interested": {},
  "summary": null,
  "unansweredQuestions": [],
  "promisedActions": [],
  "transcript": [],
  "conversationFlow": [],
  "events": []
}

The contact didn’t pick up. There is no conversation, so there is nothing to analyze: callStatus is NO_ANSWER, the contact moves to PENDING_RETRY with attempts counting this attempt, and the agent retries according to its retry settings. When the last attempt is used up, a separate CONTACT_UNREACHED delivery follows.

{
  "id": "6650c4d0a1b2c3d4e5f60902",
  "sessionId": "0d9b7a21-3c4e-4f5a-8b6c-7d8e9f0a1b2c",
  "webhookEvent": "COULD_NOT_CONNECT:NO_ANSWER",
  "createdAt": "2026-10-20T15:10:02.118Z",
  "isIncoming": false,
  "isTestCall": false,
  "campaign": { "id": "6650c1f2a1b2c3d4e5f60718", "name": "Demo booking" },
  "account": { "id": "6650a0a0a1b2c3d4e5f60001", "name": "Acme Inc." },
  "organizationId": "6650a0a0a1b2c3d4e5f60001",
  "phoneFrom": "15555551234",
  "phoneTo": "14155552671",
  "agentPhoneNumber": "15555551234",
  "contactPhoneNumber": "14155552671",
  "contact": {
    "id": "6650c3a9a1b2c3d4e5f60801",
    "name": "Dana Levi",
    "phoneNumber": "14155552671",
    "status": "PENDING_RETRY",
    "attempts": 1,
    "data": { "company": "Acme", "crm_id": "0035e00000AbCdE" }
  },
  "status": "NO_ANSWER",
  "callStatus": "NO_ANSWER",
  "contactStatus": {},
  "successCriteria": {},
  "interested": {},
  "summary": null,
  "unansweredQuestions": [],
  "promisedActions": [],
  "transcript": [],
  "conversationFlow": [],
  "events": []
}

Text agents (SMS, WhatsApp) send a conversation payload: messages instead of transcript, goal instead of successCriteria, and a contactStatus with text-specific flags. There is no webhookEvent field; simple webhooks carry the triggering event names in webhookEvents.

{
  "id": "6650d1e0a1b2c3d4e5f60a01",
  "sessionId": "7e3f2a10-9b8c-4d7e-a6f5-1c2b3d4e5f60",
  "webhookEvents": ["POST_PROCESSING_FINISHED:INTERESTED"],
  "createdAt": "2026-10-21T09:12:30.004Z",
  "isIncoming": false,
  "campaign": { "id": "6650c1f2a1b2c3d4e5f60719", "name": "Renewal reminders (SMS)" },
  "account": { "id": "6650a0a0a1b2c3d4e5f60001", "name": "Acme Inc." },
  "organizationId": "6650a0a0a1b2c3d4e5f60001",
  "phoneFrom": "15555551234",
  "phoneTo": "14155552671",
  "contact": {
    "id": "6650c3a9a1b2c3d4e5f60801",
    "name": "Dana Levi",
    "phoneNumber": "14155552671",
    "data": { "plan": "Pro", "renewal_date": "2026-11-30" }
  },
  "status": "COMPLETED",
  "postProcessStatus": "INTERESTED",
  "contactStatus": { "unsubscribed": false, "wrongNumber": false, "followUpPending": false },
  "goal": {
    "reached": true,
    "name": "Renewal Confirmed",
    "description": "The contact agreed to renew.",
    "reason": "The contact replied that they want to keep the Pro plan.",
    "type": "INTERESTED"
  },
  "successCriteriaResults": [
    {
      "name": "Renewal Confirmed",
      "description": "The contact agreed to renew.",
      "isReached": true,
      "reason": "The contact replied that they want to keep the Pro plan.",
      "confidence": 0.95,
      "type": "INTERESTED",
      "achievementLevel": 1,
      "order": 0
    }
  ],
  "summary": {
    "Reason for churn risk": {
      "description": "Why might the contact not renew?",
      "options": [],
      "order": 1,
      "type": "OPEN_QUESTION",
      "value": "Price was a concern, resolved by the annual discount."
    }
  },
  "extractedVariables": {
    "preferred_billing": { "value": "annual", "type": "string", "description": "Billing cadence the contact chose" }
  },
  "unansweredQuestions": [],
  "promisedActions": [
    { "commitment": "Send the annual pricing link", "commitmentType": "sms", "context": "Agreed at the end of the chat." }
  ],
  "messages": [
    { "role": "assistant", "content": "Hi Dana, your Pro plan renews on Nov 30. Want to keep it?" },
    { "role": "user", "content": "Yes, if I can switch to annual billing." },
    { "role": "assistant", "content": "Done. I'll text you the annual pricing link." }
  ]
}

Which fields are filled on which events

Field	`DIALING`, `CONNECTED`, `COULD_NOT_CONNECT:*`, `FAILED`	`HANG_UP`	`POST_PROCESSING_FINISHED:*`	`CALL_FINISHED`
`transcript`, `conversationFlow`, `events`	Empty	Filled	Filled	Filled
`duration`, `totalDuration`	Absent	Filled	Filled	Final (includes transferred part)
`postProcessStatus`, `summary`, `successCriteria`, `extractedVariables`, `promisedActions`, `unansweredQuestions`	Empty	Empty (analysis hasn’t run)	Filled	Filled
`status`	The call status	The `hangUpReason`	The outcome	The outcome
`recordingUrl`	Absent	May be missing	May be missing	Reliable (if recording is on)

Need the outcome? Subscribe to a POST_PROCESSING_FINISHED:* event or CALL_FINISHED, not HANG_UP.

Field reference

Identifiers and context

string

Call ID. Use it with the call endpoints, and with webhookEvent as a deduplication key.

string

Call session ID. Used by the warm-transfer summary endpoint.

string

The event that triggered this delivery, for example CALL_FINISHED. See Webhook events.

string

When the call was created (ISO 8601, UTC).

boolean

true if this is an inbound agent.

boolean

true for test calls placed from the dashboard (no contact attached). Filter these out in production.

object

The agent that handled the call. Named campaign for backward compatibility.

Show properties

string

Agent ID.

string

Agent name.

object

The account (or subaccount) the agent belongs to.

Show properties

string

Account ID.

string

Account name.

string

Account ID (same as account.id).

Phone numbers and contact

string

The calling number.

string

The called number.

string

Same value as phoneFrom.

string

Same value as phoneTo.

object

The contact called.

Show properties

string

Contact ID. Empty for test calls.

string

Contact name.

string

Contact’s phone number.

string

The contact’s current status, such as INTERESTED or PENDING_RETRY.

number

Dial attempts made to this contact so far.

object

The contact’s custom data (the variables you uploaded). For test calls, the variable values used in the test.

Status and outcome

string

The call’s overall result in one field. It’s the first that applies of:

The call status while the call isn’t completed: NEW, IN_PROGRESS, BUSY, NO_ANSWER, VOICE_MAIL, FAILED.
COMPLETED for completed calls that didn’t count as a real conversation (for example, silence or an immediate hang-up).
The post-call outcome once analysis is done: INTERESTED, NOT_INTERESTED, CALL_ME_LATER, WRONG_NUMBER, DO_NOT_CALL.
The hang-up reason (see hangUpReason) for a completed call that hasn’t been analyzed yet.

string

Telephony status: NEW, IN_PROGRESS, COMPLETED (answered and ended), NO_ANSWER, BUSY, VOICE_MAIL, FAILED, DO_NOT_CALL_REGISTRY_MATCHED (number found on a Do Not Call registry, not dialed), or ANALYZING.

string

Outcome from post-call analysis: INTERESTED, NOT_INTERESTED, CALL_ME_LATER, WRONG_NUMBER, DO_NOT_CALL, or null if not analyzed (yet).

object

What the contact asked for.

Show properties

boolean

The contact asked not to be called again.

boolean

The person said it’s the wrong number.

boolean

The contact asked to be called back later.

string

Why a call was classified as a callback or unsuccessful attempt: CALL_ME_LATER_REQUESTED, SILENT_CONTACT, SHORT_REPLY_OR_HANGUP, TECHNICAL_OR_UNSPECIFIED_HANGUP, AI_SCREENING_HANGUP, or AI_SCREENING_TIMEOUT.

object

The success criterion that matched.

Show properties

boolean

Whether the agent’s goal was reached.

string

The matched criterion’s name, for example Demo Scheduled.

string

The criterion’s description.

string

Why the AI chose this criterion, based on the conversation.

string

INTERESTED (goal-reached group) or NOT_INTERESTED (goal-not-reached group).

object

deprecated

Legacy version of successCriteria, kept for older integrations. description is the criterion description and reached mirrors successCriteria.goalReached.

Hang-up reasons

string

Why the call ended:

Value	Meaning
`CALL_FINISHED`	The conversation reached its end.
`USER_REQUESTED_HANGUP`	The contact asked to end the call.
`USER_MANUAL_HANGUP`	The contact hung up.
`ADMIN_MANUAL_HANGUP`	Someone ended the call from the dashboard.
`SILENCE_DETECTED`	The call ended after a period of silence.
`VOICE_MAIL_DETECTED`	Voicemail was detected.
`SCREENING_RESPONSE_TIMEOUT`	A call-screening assistant answered and no person joined in time.
`SCREENING_RESPONSE_HANGUP`	A call-screening assistant hung up.
`CALL_FORWARDED`	The call was transferred.
`GUARDRAIL_FAILED`	A guardrail ended the conversation.
`TRANSFERRED_TO_TRIGGER_BRIDGE`	The call was handed to a Trigger Bridge agent.
`FORCE_FINISHED`	The call was force-ended by the system.
`CONVERSATION_LLM_TECHNICAL_ISSUES`	The AI model had a technical problem.
`OTHER_TECHNICAL_ISSUES`	Another technical problem.
`SOCKET_DISCONNECTED`	The audio connection dropped.
`UNKNOWN`	The reason couldn’t be determined.

Durations and recording

number

Seconds the contact spent with the AI agent.

number

Total call length in seconds, including any transferred part.

string

Recording link, when recording is on and the recording is ready. Most complete on CALL_FINISHED. Links can expire; get a fresh one with GET /agents/{agentId}/calls/{callId}/recording.

Conversation

object[]

The conversation, in order. Each item has role (assistant for the agent, user for the contact) and content.

string[]

Titles of the script blocks the conversation passed through, in order.

object[]

Actions that happened during the call. Each item has a type and data:

`type`	`data` fields
`SMS`	`sent`, `status`, `sentAt`, `sentTo`, `sentFrom`, `text`, `uri`, `smsSid`, `failedReason`, `errorCode`
`MEETING`	`duration`, `eventTypeId`, `invitationSent`, `email`, `name`, `sentAt`, `slot`, `meetingUrl`, `failedReason`
`FORWARD`	`phoneNumber`, `contactAsCallerId`, `warmTransfer`, `warmTransferPrompt`, `warmTransferAgentOnly`, `warmTransferPlayOnDTMF`

Other event types are included with data: null.

object

Present when a meeting was booked: { "meetingUrl": "…" }.

object

Details of a call transfer, when the call was forwarded.

Post-call analysis

object

Answers to the agent’s key questions, keyed by question name. Each entry has:

Field	Description
`value`	The answer. Its type depends on `type`: string, number, boolean, or array.
`type`	`OPEN_QUESTION`, `SINGLE_CHOICE`, `MULTIPLE_CHOICE`, `YES_NO`, `NUMBER`, `DATE`, `TIME`, or `LINEAR_SCALE`.
`description`	The question’s instructions.
`options`	Allowed answers for choice questions.
`order`	Position of the question in the agent.

Read an answer with summary["Question name"].value.

object

Values the AI extracted for variables used in your webhooks and actions, keyed by variable name. Each entry has value, and may include type and description.

object[]

Questions the contact asked that the agent couldn’t answer: question and optional context. Useful for improving your knowledge base.

object[]

Commitments the agent made during the call: commitment, commitmentType (a short free-text category such as email, call, or follow-up), and optional context.

Provider details

object

Telephony identifiers. accountSid is the Twilio account SID for calls placed through Twilio; callSessionId is the call session ID.

Agent configuration fields

The payload also includes the agent’s legacy notification settings: webhookUrl, webhooks, webhookEvents, webhookStatuses, slackUrl, slackEvents, and webhookTriggerEvents. They describe configuration, not the call, and may be removed in the future. Don’t build logic on them; use webhookEvent to know why you received a delivery.

Text and Email payloads

Webhooks for Text and Email agents share the identifiers (id, campaign, account, organizationId, createdAt, summary, unansweredQuestions, promisedActions), with conversation-specific fields:

Field	Text	Email	Description
`sessionId`	Yes	Yes	Conversation session ID.
`webhookEvents`	Yes	Yes	The event names that triggered this delivery (simple webhooks), for example `["POST_PROCESSING_FINISHED:INTERESTED"]`. There is no `webhookEvent` field.
`contact`	`id`, `name`, `phoneNumber`, `data`	`id`, `name`, `email`, `data`	The contact.
`messages`	Yes	Yes	The conversation: `role` and `content` per message (instead of `transcript`).
`status`	Yes	Yes	Conversation status, for example `COMPLETED`, `FAILED`, `UNSUBSCRIBED`.
`postProcessStatus`	Yes	Yes	Outcome, for example `INTERESTED` or `FOLLOW_UP_PENDING`.
`goal`	Yes	Yes	Matched success criterion: `reached`, `name`, `description`, `reason`, `type`.
`successCriteriaResults`	Yes	Yes	Every criterion evaluated: `name`, `description`, `isReached`, `reason`, `confidence`, `type`, `achievementLevel`, `order`.
`contactStatus`	`unsubscribed`, `wrongNumber`, `followUpPending`, `reason`	A status string	What the contact asked for.
`fromEmail`, `toEmail`, `subject`	—	Yes	Email addresses and subject.
`extractedVariables`	Yes	—	Extracted variable values.

Common tasks

You want	Read
Was the goal reached?	`successCriteria.goalReached`
Which outcome?	`successCriteria.name`, or `postProcessStatus`
A key question’s answer	`summary["Question name"].value`
Your own record ID	`contact.data.<your key>`
Should we stop contacting this person?	`contactStatus.doNotCall` or `contactStatus.wrongNumber`
Meeting link	`booking.meetingUrl`
Skip test traffic	`isTestCall`

Webhook events

When each event fires.

Advanced webhooks

Send only the fields you need, in your format.

Statuses and outcomes

How statuses are assigned.

Post-call analysis

Configure the questions behind summary.

Get started

Guides

Webhooks

Endpoints

Webhook payload

Example

Examples by event

Which fields are filled on which events

Field reference

Identifiers and context

Phone numbers and contact

Status and outcome

Hang-up reasons

Durations and recording

Conversation

Post-call analysis

Provider details

Agent configuration fields

Text and Email payloads

Common tasks

Webhook events

Advanced webhooks

Statuses and outcomes

Post-call analysis

​Example

​Examples by event

​Which fields are filled on which events

​Field reference

​Identifiers and context

​Phone numbers and contact

​Status and outcome

​Hang-up reasons

​Durations and recording

​Conversation

​Post-call analysis

​Provider details

​Agent configuration fields

​Text and Email payloads

​Common tasks

​Related

Webhook events

Advanced webhooks

Statuses and outcomes

Post-call analysis

Example

Examples by event

Which fields are filled on which events

Field reference

Identifiers and context

Phone numbers and contact

Status and outcome

Hang-up reasons

Durations and recording

Conversation

Post-call analysis

Provider details

Agent configuration fields

Text and Email payloads

Common tasks

Related