📑 Table of Contents

1. What Is an In-Call Webhook?
2. What Are the Key Features and Benefits of an In-Call Webhook?
3. How Does an In-Call Webhook Work?
4. What Information Is Transmitted via the Webhook?
5. How Do I Configure an In-Call Webhook in MyOperator?
6. What Are the Security Options for Webhooks?
7. Sample Use Case
8. Troubleshooting
9. Frequently Asked Questions (FAQs)

1. What Is an In-Call Webhook?

An In-Call Webhook is a feature that enables real-time data exchange between your telephony system (e.g., MyOperator) and external applications during an active phone call. The webhook transmits call-related data, such as caller information and call status, allowing seamless integration with other systems like CRM platforms.

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2. What Are the Key Features and Benefits of an In-Call Webhook?

The In-Call Webhook provides several key features:

• Real-Time Data Transmission:
• Transmits caller/callee numbers, call status (ringing, connected, etc.), timestamp, and call duration.
• Dynamic Interaction:
• Allows external systems (like CRMs) to pull customer records in real-time, trigger workflows (e.g., log activity, display call scripts), and enable logic-based call routing.
• Customizable Payloads:
• Choose which fields to transmit, ensuring only relevant data is sent and reducing unnecessary information flow.
• Seamless Integration:
• Integrates with CRM platforms (e.g., Freshdesk, Salesforce) and other systems like helpdesks or databases, supporting bidirectional data flow.

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3. How Does an In-Call Webhook Work?

When an In-Call Webhook is triggered, MyOperator sends a structured JSON payload to a pre-configured URL. This URL is set up in your external system, such as a CRM or helpdesk. The webhook is triggered by specific call events, such as:

• Call Initiated: When the call starts.
• Ringing: When the call is ringing.
• Answered: When the call is answered.

The external system receives the payload, processes the data, and can take actions such as pulling the caller’s information from a CRM or displaying call details.

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4. What Information Is Transmitted via the Webhook?

The In-Call Webhook transmits a range of information, including:

• Caller Details:
• UID: Unique call ID
• CLID: Caller number (with country code)
• Users: List of agents handling the call
• Call Information:
• Call State: Current state (e.g., ringing, answered)
• Event Type: Type of event (e.g., call started, call finished)
• Public IVR ID: For IVR-based call routing

Here is an example of a Webhook Payload:

{  "myoperator": {    "uid": "n2.1596270949.2175190",    "company_id": "abc123",    "clid": "+919876543210",    "call_state": "1",    "event": "2",    "users": ["918586848544"],    "public_ivr_id": "5ee9a795b318a786",    "client_ref_id": "custom_xyz"  }}

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5. How Do I Configure an In-Call Webhook in MyOperator?

To configure the In-Call Webhook in MyOperator:

1. Log in to MyOperator:
• Go to the API Integrations section in the MyOperator Panel.
2. Add a New Webhook:
• Under Webhook Settings, click Add New.
3. Configure Webhook Details:
• Method: POST (recommended for full data body)
• Content-Type: application/json
• Target URL: Paste your listener endpoint URL (e.g., https://example.com/webhook).
4. Save:
• After entering the webhook information, click Save to finalize the configuration.

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6. What Are the Security Options for Webhooks?

For enhanced security, you can:

• Custom Headers: Add custom headers (e.g., my-super-secret-token: abc123def) to verify the source of the webhook.
• Basic Authentication: Use Basic Auth credentials (username and password) for additional security.

Your external system can verify the authenticity of incoming data by checking the headers or authentication credentials.

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7. Sample Use Case

A customer calls your virtual number, and the following sequence occurs:

1. MyOperator triggers an In-Call Webhook, sending the caller’s information to your CRM.
2. Your CRM pulls the customer’s data and displays it to the agent before the call is connected, enabling the agent to have context and make informed decisions.

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8. Troubleshooting

If you face issues with the In-Call Webhook, try the following steps:

• Listener Not Receiving Data:
• Confirm your listener endpoint is public and accepts application/json payloads.
• Webhook Not Triggering:
• Ensure the webhook URL and method (POST) are correctly configured.
• Authentication Issues:
• Verify that the authentication headers or basic auth credentials are correctly set.

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9. Frequently Asked Questions (FAQs)

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

• The In-Call Webhook transmits data while the call is still active, allowing real-time interaction with external systems. In contrast, the After-Call Webhook transmits data once the call has ended.

Q2. Can I test the In-Call Webhook before using it in a production environment?

• Yes, you can test the webhook using tools like Postman to verify that the data is being sent and received correctly.

Q3. What should I do if my webhook payload is too large?

• If your payload is too large, consider optimizing it by transmitting only the necessary fields and reducing unnecessary data.

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📌 Keywords:

In-Call Webhook, MyOperator, API Integration, real-time data, webhook payload, CRM integration, call tracking, security, troubleshooting