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Set up custom webhooks to integrate Thoughtly with any external system that supports HTTP API calls, enabling flexible automation and data synchronization.
New to Integrations? Check out Native Integrations first for pre-built connections with popular platforms like HubSpot, Salesforce, and Calendly.
Webhook Success Tips
  • Start Simple: Begin with basic webhook configurations before adding complexity
  • Test Thoroughly: Validate both success and failure scenarios
  • Monitor Performance: Track webhook response times and success rates
  • Plan for Scale: Design endpoints to handle your expected call volume
  • Document Integration: Maintain clear documentation for your webhook implementations

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Understanding Webhooks in Thoughtly

Unlike native integrations, webhooks in Thoughtly are not configured globally. Instead, they are set up at the point of use within:
  • Automations: Custom webhooks for post-call processing and workflow triggers
  • Agent Builder: Real-time webhooks for mid-call actions and live data updates
This architecture provides maximum flexibility for different use cases while maintaining clear separation between automation and real-time integration needs.

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Webhook Configuration Locations

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In Automations

Webhooks in automations trigger based on call events and workflow conditions:
  1. Navigate to Automations in the sidebar
  2. Create or edit an automation workflow
  3. Add webhook action within the automation builder
  4. Configure endpoint URL, headers, and payload
Use Cases for Automation Webhooks:
  • Updating CRM records after call completion (see native CRM integrations)
  • Triggering follow-up emails or SMS campaigns
  • Syncing call outcomes with business intelligence systems
  • Creating tasks or tickets in project management tools

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In Agent Builder (Mid-call Actions)

Webhooks in the Agent Builder enable real-time interactions during active phone calls:
  1. Open Agent Builder for your target agent
  2. Navigate to Mid-call Actions section
  3. Add webhook action within the agent’s workflow
  4. Configure real-time endpoint and response handling
Use Cases for Mid-call Webhooks:
  • Looking up customer information during calls
  • Updating external systems with live call data
  • Triggering real-time notifications to support teams
  • Retrieving dynamic pricing or inventory information

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Webhook Configuration Elements

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Essential Configuration

Endpoint URL: The target URL where Thoughtly will send HTTP requests HTTP Method: Typically POST for data submission Headers: Authentication tokens, content-type, and custom headers Payload: JSON data structure sent to your endpoint

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Authentication Options

API Key Authentication: 
Headers: {
  "Authorization": "Bearer YOUR_API_KEY",
  "Content-Type": "application/json"
}
Custom Authentication: Configure custom headers and authentication schemes as required by your endpoint

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Payload Structure

Thoughtly sends structured JSON payloads containing:
  • Call Information: Call ID, duration, participants, outcome
  • Agent Data: Agent ID, agent name, assigned phone number
  • Custom Fields: Any additional data configured in your automation or agent

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Webhook Development Guidelines

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Endpoint Requirements

Response Time: Design endpoints for quick responses (< 5 seconds recommended) HTTP Status Codes: Return appropriate status codes (200 for success, 4xx for client errors) Error Handling: Implement proper error responses for debugging

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Security Best Practices

Secure Your Webhooks
  • HTTPS Only: Always use HTTPS endpoints for secure data transmission
  • Authentication: Implement proper API key or token-based authentication
  • Input Validation: Validate all incoming webhook data before processing

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Payload Processing

JSON Parsing: Ensure robust JSON parsing with error handling Data Validation: Verify required fields exist before processing Idempotency: Design endpoints to handle duplicate webhook calls gracefully

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Testing and Validation

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Initial Setup Testing

  1. Configure webhook with test endpoint
  2. Trigger the automation or agent action
  3. Verify payload delivery and format
  4. Confirm your endpoint receives and processes data correctly

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Error Handling and Monitoring

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Monitoring Recommendations

Logging: Maintain logs of all webhook calls and responses Alerting: Set up monitoring for webhook failures or slow responses Health Checks: Regular endpoint availability testing

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Common Use Cases

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CRM Synchronization

Automation Webhook: Update customer records after each call 
{
  "call_id": "CALL_001",
  "customer_phone": "+1555-012-1234",
  "agent_id": "AGENT_001",
  "call_outcome": "qualified_lead",
  "duration_seconds": 180
}

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Real-time Data Retrieval

Mid-call Webhook: Fetch customer information during calls 
{
  "action": "customer_lookup",
  "phone_number": "+1555-012-1234",
  "agent_id": "AGENT_001",
  "call_id": "CALL_001"
}

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Notification Systems

Automation Webhook: Alert teams about important call outcomes 
{
  "alert_type": "high_priority_lead",
  "customer_data": {...},
  "agent_notes": "Customer interested in enterprise package",
  "follow_up_required": true
}
Performance Considerations
  • Latency Impact: Mid-call webhooks can affect call quality if endpoints are slow
  • Concurrent Calls: Ensure your endpoints can handle multiple simultaneous requests
  • Rate Limiting: Consider implementing rate limiting for high-volume scenarios

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Expected Results

After successful webhook configuration: For Automations:
  • Webhooks trigger automatically after configured call events
  • External systems receive structured call data
  • Business processes update based on call outcomes
For Mid-call Actions:
  • Real-time data exchange during active calls
  • Dynamic agent responses based on external data
  • Live updates to external systems during conversations
No Automatic RetriesThoughtly does not implement automatic retry policies for failed webhook deliveries. Design your integration to handle:
  • Network Failures: Temporary connection issues
  • Endpoint Downtime: Service availability problems
  • Authentication Errors: Token expiration or invalid credentials

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Advanced: Triggering Automations with Webhooks

You can also trigger Thoughtly automations from external systems using webhook triggers. This allows you to start Voice Agent calls or run automations based on events in your other tools. For more information, see:
Current Limitations
  • No automatic retries for failed webhook deliveries
  • No built-in webhook delivery logging in Thoughtly interface
  • Configuration required per automation/agent (no global webhook settings)

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See Also