Sharpen Q (Webhook Payload)
Overview
This article covers the webhook functionality available within the Sharpen Q queue configuration. Webhooks configured here allow you to send real-time event data to an external URL when specific interaction statuses are triggered within a queue. This is useful for integrating Sharpen queue activity with external systems such as CRMs, analytics platforms, or custom workflows.
This article covers webhooks configured at the queue level only. For information about other webhook configurations within Sharpen, see the Webhooks article.
Configuration
Navigate to Admin > Configuration > Sharpen Q and select the queue you want to configure.
Scroll to the Webhooks section at the bottom of the queue settings page.
Enter the destination Webhook URL.
Use the status dropdown to select the interaction status that should trigger the webhook.
Toggle the webhook on or off as needed.
Click Save on the webhook entry to save it, then click Save at the bottom of the page to finalize the overall queue configuration.
Additional webhooks can be added to the same queue by repeating this process. Each webhook must be saved individually before saving the queue.
Payload Structure
Webhook payloads are delivered in JSON format. The status field reflects the interaction event that triggered the webhook and corresponds to the currentLocation abbreviations listed in the Status Reference table below. Some fields may be empty depending on the specific status and the current state of the interaction at the time the webhook fires.
Example payload — triggered when a call enters the queue (EQ):
{
"queueCallManagerID": "90126229",
"context": "con2512",
"queueID": "21366",
"status": "EQ",
"username": "",
"uKey": "",
"externalCRMAccountID": "",
"externalCaseID": "",
"externalCRMID": "",
"voicemailURL": "",
"productType": ""
}
Status Reference
The table below lists all available statuses that can be selected when configuring a queue webhook. Statuses are displayed by their Full Name during configuration and appear as their currentLocation abbreviation in the webhook payload.
currentLocation | Full Name | Description | Position |
|---|---|---|---|
| Parking Lot | All active unanswered calls | Pre-Answer |
| Call Back | Call back interaction | Pre-Answer |
| Call Parked | Loaded Sales Accelerator interaction | Pre-Answer |
| Auto-Attendant | Call navigating IVR / Auto-Attendant | Pre-Answer |
| Pending Message | Message waiting in queue | Pre-Answer |
| Pending Voicemail | Voicemail waiting in queue | Pre-Answer |
| VCX | Answered by VCX project | Pre-Answer |
| Active Ring | Ringing destination | Agent Assigned |
| Picked Up | Picked up by agent, but Place Call button has not been pressed | Agent Assigned |
| Agent Initiated | Interaction added via click to call | Agent Assigned |
| Answered Call | Call answered by an agent | Agent Assigned |
| In Message | Message answered by an agent | Agent Assigned |
| Hold Call | Interaction on hold | Agent Assigned |
| Agent Hangup | Hangup initiated by agent or system | Hangup |
| Client Hangup | Hangup initiated by remote party | Hangup |
| Wrap Up | Wrap-up period following hangup | Agent Wrap Up |
| Wrap Up Hold | Wrap-up period following remote hangup on a non-active (on-hold) interaction | Interaction Wrap Up |
| Clear Call | Final end state of any interaction | Final Status |
Related Articles
This article is part of a series on Admin Configuration topics.