Webhooks (Configuration Guide)
Overview
What is a Webhook?
A webhook is an automated method of sending data from one system to another when a specific event occurs. Rather than requiring an external system to continuously check for updates, webhooks proactively notify other applications in real time.
This feature is currently available only for voice interactions. Digital interactions are not supported at this time.
Common webhook use cases include:
Sending interaction data to an external Customer Relationship Management software
Triggering automated workflows when a call enters or exits a queue
Updating third-party applications when contact center events occur
Initiating custom business processes based on interaction activity
Webhooks help streamline integrations and automate processes across systems without manual intervention.
This tool is available only in the IZ1 Isolation Zone.
To determine whether you are in IZ1, check your login URL. If your URL begins with https://app.iz1.sharpen.cx/ , then your account is in the IZ1 Isolation Zone.
Accessing Webhooks
To configure webhooks, navigate to:
Admin → Configuration → Webhooks
If the Webhooks option is not visible in the user interface, please contact the Sharpen Care team for assistance with enabling this feature.
Creating a New Webhook
Navigate to Admin → Configuration → Webhooks.
Select + New Webhook in the upper-right corner of the page.
Complete the webhook configuration by providing:
Name – A descriptive name for the webhook.
Type – Select either URL or Logic+.
Trigger – Choose the event that will activate the webhook.
Queue Assignment – Assign the webhook to one or more queues based on your business requirements.
A webhook can be configured for a single queue or multiple queues, depending on the desired use case.
Webhook Types
Logic+
When selecting Logic+, you can choose an existing Logic+ automation flow to execute when the selected trigger occurs.
Logic+ is the recommended webhook type for most integrations because it provides greater flexibility and access to interaction data.
If you have not yet created the required Logic+ flow, build the flow before creating the webhook. For assistance with creating Logic+ automations, please refer to the Logic+ documentation and guides.
URL
When selecting URL as the webhook type, you can specify an external webhook endpoint URL.
Note: The URL webhook option is currently undergoing maintenance. At this time, it does not pass sufficient interaction data to the destination webhook and is not recommended for advanced integration scenarios.
Interaction Identifiers Available in Logic+
When using a webhook with Logic+, two interaction identifiers can be passed into your workflow:
Identifier | Description | Typical Use Case |
|---|---|---|
Queue Call Manager ID | Unique identifier associated with a queued interaction. | Most webhook and integration scenarios. |
Interaction ID | System-generated interaction identifier. | Specialized use cases requiring direct interaction references. |
Recommended Identifier: Queue Call Manager ID
In most implementations, the Queue Call Manager ID should be used.
Examples include:
Triggering actions when a call enters a queue
Sending interaction data to an external Customer Relationship Management software
Executing workflows after a call is completed
Retrieving detailed interaction information through APIs
To reference the Queue Call Manager ID within a Logic+ flow, use:
$(queueCallManagerID)This variable returns the unique identifier for the interaction and can be used with other Sharpen APIs, such as the Get Interaction endpoint.
The Get Interaction endpoint provides access to valuable interaction data, including:
Dispositions
Interaction notes
Caller ID information
Representative details
Call metadata
Additional interaction attributes
Using the Interaction ID
For scenarios that require the system Interaction ID, use the following variable within your Logic+ flow:
$(system.InteractionID)The Interaction ID is intended for specific and limited use cases. Most webhook implementations should use the Queue Call Manager ID instead.
Webhook Triggers
When creating a webhook, you must select a trigger that determines when the webhook executes.
The available triggers and their associated events are listed in the trigger reference chart below.
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 |
This is one article in a series covering Admin Configuration topics.