⚡Quick answer -

Webhook v2 lets Owners or Admins send real-time call and WhatsApp events to any HTTPS endpoint through a single, authenticated POST webhook. Create the webhook in Admin Panel → APIs & Webhooks → Webhooks (v2 tab), set authentication, pick the sub-events you need, and save. The system retries once after 3 seconds on failure and logs every unsuccessful delivery.

When should I use this guide?

Use these steps when you need to:

• Push MyOperator call or WhatsApp data into a CRM, ERP, or custom app.

• Diagnose failed deliveries, duplicate events, or missing agent data.

1. Prerequisites & Access

Role & plan matrix:

Other limits:

• Feature path: Admin Panel → APIs & Webhooks → Webhooks → v2 tab

• Max 10 webhooks per company

• HTTPS endpoints only (HTTP rejected)

• Supported auth: None, Basic, API Key (Header or Query)

2. Step-by-step setup

1. Open Webhooks (v2)

• Click “+ Add Webhook” (or “Create first Webhook” if empty).
• The Add New Webhook form opens as a full-page two-panel layout. The left panel is for Endpoint Details; the right panel is for Events.



2. Endpoint details



3. Authentication: 

• None – public/IP-whitelisted endpoints 
• Basic – Username + Password 
• API Key – Choose Header or Query, then Key Name + Key Value





4. Additional custom headers (optional):

1. Below the Authentication section, the Additional Headers panel is always visible.
2. Click '+ Add Header' to add a custom HTTP header row. Each row has a Key field (required) and a Value field (optional).



5. Event selection

• Collapse/expand “Call events” or “WhatsApp events”.
• Tick the parent box for all, or choose sub-events individually. Example (SkillBridge Academy): 
• Call Summary, Call Disposition, Message Received → “3 selected”.

Call Events — 6 Sub-Events

WhatsApp Events — 8 Sub-Events





6. Save the webhook

• Click “Save Webhook” → toast “Webhook created” → list view shows Status = Active.



7. Manage afterwards

• From the Webhooks list, click the three-dot action menu (⋮) on the row you want to edit.
• Select 'Edit'. The Edit Webhook form opens with all fields pre-populated.
• The Save button is disabled until you make at least one change.
• To temporarily stop event delivery without deleting the webhook: click ⋮ → Disable.

• A confirmation modal appears: 'Are you sure you want to disable this webhook?' Click Yes.

• Status changes to Inactive (grey). The action menu now shows Edit | Enable | Delete.
• To re-enable: click ⋮ → Enable. Status changes back to Active (green)
• To delete a webhook, click ⋮ → Delete.
1. A modal appears with a warning icon and the message: 'This action permanently deletes the webhook.' You must type 'DELETE' in uppercase to confirm.
2. Click the Delete button. The row is removed from the list. This action is irreversible.

*Note: There is no bulk delete or bulk enable/disable in this version. Each webhook must be managed individually.



3. How retry & failure logging works

• 3 delivery attempts per event (1 original + 2 retries)

• Retry delay: 3 seconds

• A webhook moves to Status = Failed after 3 non-2xx responses inside 24 h.

• View logs: ⋮ → Failure logs → Inspect (eye icon) shows pretty-printed JSON and HTTP status.







• Success on any retry resets the failure counter to 0.

4. What Webhook v2 can and cannot do

CAN ✅

1. Consolidate all call + WhatsApp events into one endpoint.
2. Granular sub-event selection.
3. Basic or API Key authentication.
4. Up to 10 custom headers.
5. Automatic retry & persistent failure logs.
6. Enriched agent{} and department{} data in call.summary.
7. Unique event_id for idempotency; event_sequence for ordering.

CANNOT (yet) ❌

1. Send real-time email/SMS alerts on failure (logs only).
2. Filter events by department, agent, or call direction—the downstream system must filter.

5. Troubleshooting FAQ