📑 Table of Contents

1. What is a Webhook?
2. How Does a Webhook Work?
3. What is a Webhook Payload?
4. How to Set Up a Webhook in MyOperator?
5. Real-Life Example of Webhook Usage in CRM Integration
6. Common Webhook Use Cases
7. Troubleshooting Webhook Issues
8. Frequently Asked Questions (FAQs)

1. What is a Webhook?

A webhook is a method for one application to send real-time data to another application automatically when a specific event occurs. It acts like an alert system, notifying the destination system whenever a defined event triggers, such as the end of a phone call or submission of a form.

Example:
"When a call ends, send this data to my CRM system."

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2. How Does a Webhook Work?

A webhook works in the following sequence:

1. Event Happens:
   An event occurs in the source application, such as the end of a call in MyOperator.
2. Webhook Gets Triggered:
   MyOperator automatically sends an HTTP POST request to the Webhook URL configured by you, typically pointing to your CRM or other destination system.
3. Payload Is Delivered:
   The message sent by MyOperator contains a payload in JSON format, which includes the event's details (e.g., call duration, caller ID).
4. Receiver Handles the Data:
   The destination application (e.g., FreshSales CRM) receives the data, processes it, and takes an action, like creating a new contact, logging an activity, or updating the contact record.

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3. What is a Webhook Payload?

A payload is a structured bundle of data, usually formatted in JSON, that is sent via the webhook. The payload contains essential details that trigger the necessary action in the destination system.

Example Payload:

{  "caller": "9876543210",  "agent": "John Doe",  "event": "call_end",  "duration": "120"}

This data can be used to update records, create new leads, or trigger notifications in your CRM.

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4. How to Set Up a Webhook in MyOperator?

Follow these steps to set up a webhook for your CRM integration in MyOperator:

1. Login to MyOperator:
   Go to your MyOperator account and click on API & Webhook.

2. Access Webhook Settings:
   Under API & Webhook, click on Integration > Calling Webhooks.

3. Add a New Webhook:
• Click Add New to create a new webhook.
• Choose the Trigger Type (e.g., InCall or AfterCall).

4. Configure Webhook Fields:
   Use the help texts to configure each field for the webhook, ensuring all necessary information (e.g., URL, data format) is provided.
5. Save the Configuration:
   After configuring the webhook, click Save to apply the settings.
6. Manage Webhooks:
   Return to the webhook list to edit, disable, or delete saved webhooks.

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5. Real-Life Example of Webhook Usage in CRM Integration

Imagine this scenario:

1. A customer calls your support line.
2. The call ends, and MyOperator sends call details (like caller ID, agent name, and duration) via a webhook to FreshSales CRM.
3. FreshSales automatically creates a new contact or updates an existing one, logging the call activity without any manual data entry.

This ensures seamless synchronization between your telephony and CRM systems.

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6. Common Webhook Use Cases

Here are some common scenarios where webhooks are used:

• Call Data Logging: Automatically log call details (e.g., duration, agent name) into your CRM after each call ends.
• Customer Updates: Create or update customer profiles in your CRM based on call events.
• Automated Workflow Triggers: Trigger workflows in your CRM based on specific events, such as sending follow-up emails after a call.

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7. Troubleshooting Webhook Issues

If you encounter issues with webhooks, here are some common solutions:

• Webhook Not Triggering:
• Ensure the event type (e.g., AfterCall) is correctly selected.
• Check that the webhook URL is active and accessible.
• Incorrect Data:
• Verify that the payload is correctly formatted in JSON.
• Check if your external system is correctly processing the incoming data.
• Authentication Issues:
• Ensure that any required authentication tokens or credentials are included in the request headers.

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8. Frequently Asked Questions (FAQs)

Q1. What is the difference between an In-Call and an After-Call Webhook?

• In-Call Webhook triggers during an active call (e.g., when the call is initiated or ringing), while the After-Call Webhook triggers after the call ends.

Q2. Can I test the webhook before using it in a live environment?

• Yes, you can test the webhook by using tools like Postman to simulate the data and check if the receiving system processes it correctly.

Q3. What happens if my webhook URL is down?

• If the URL is not reachable, the webhook will fail to send data, and the event will not be logged in the destination system. Ensure the URL is accessible and the server is running.

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📌 Keywords:

Webhook, MyOperator, API Integration, CRM integration, real-time data, payload, JSON, call logging, troubleshooting, event triggers.