Call webhooks: request fields and examples

Last updated: 9 October 2026 · 6 min read

Steps

1. 1

   call_started example

   {
     "event": "call_started",
     "delivery_id": "6f1c2b0e-5a7d-5e2b-9c41-8d3f0a6b7e21",
     "id": 512340,
     "provider_call_id": "3EB0C2A1F4D8",
     "account": { "id": 7, "name": "Example LLC" },
     "inbox": { "id": 140, "name": "WhatsApp sales", "channel_type": "Channel::Whatsapp", "provider": "whatsapp_qr" },
     "conversation": { "id": 2381, "status": "open" },
     "message_id": 512340,
     "direction": "outgoing",
     "status": "ringing",
     "contact": { "id": 9921, "name": "Kamran Aliyev", "phone_number": "+994501112233", "identifier": null },
     "agent": { "id": 12, "name": "Nigar Hasanova", "email": "[email protected]" },
     "started_at": "2026-10-09T10:00:00Z",
     "answered_at": null,
     "ended_at": null,
     "duration_seconds": null,
     "duration_known": null,
     "ended_by": null,
     "answered_on": null,
     "recording_url": null,
     "transcript_available": false,
     "transcript": null,
     "summary": null,
     "language": null
   }

2. 2

   call_answered and call_ended example

   In call_answered, status is "in_progress" and answered_at and answered_on are filled in. The same call's call_ended (account, inbox, conversation, contact and agent are left out for brevity; every request has them):

   {
     "event": "call_ended",
     "delivery_id": "0b9e4d27-3c1a-5f60-8e2d-41a7c5b9f310",
     "id": 512340,
     "direction": "outgoing",
     "status": "completed",
     "started_at": "2026-10-09T10:00:00Z",
     "answered_at": "2026-10-09T10:00:06Z",
     "ended_at": "2026-10-09T10:01:41Z",
     "duration_seconds": 95,
     "duration_known": true,
     "ended_by": "agent",
     "answered_on": "app",
     "recording_url": null,
     "transcript_available": false,
     "transcript": null,
     "summary": null,
     "language": null
   }

3. 3

   call_recording_ready example

   {
     "event": "call_recording_ready",
     "delivery_id": "c47a1e95-8b2f-5d03-a6e4-9f1b2c7d8e40",
     "id": 512340,
     "duration_seconds": 95,
     "recording_url": "https://my.clomni.co/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOn.../call-3EB0C2A1F4D8.wav",
     "transcript_available": true,
     "transcript": [
       { "speaker": "agent", "at": 0.4, "text": "Hello, Clomni store, this is Nigar." },
       { "speaker": "contact", "at": 3.1, "text": "Hi. I ordered yesterday, when will it arrive?" }
     ],
     "summary": {
       "title": "Delivery time of an order",
       "points": ["The customer asked when yesterday's order would arrive.", "They were told it will arrive today by 18:00."],
       "next_step": "Text the customer when the courier sets off."
     },
     "language": "en"
   }

4. 4

   The call, the channel and the conversation

   • event: call_started, call_answered, call_ended or call_recording_ready.
   • delivery_id: the id of this event of this call. It does not change on a retry.
   • id: the call's id in Clomni, the same in every event of a call. Currently the same as the call bubble's message id (message_id).
   • provider_call_id: the call's id at WhatsApp or Twilio.
   • account: id, name.
   • inbox: id, name, channel_type, provider (whatsapp_qr, whatsapp_cloud meaning WhatsApp Business API, or twilio).
   • conversation: id (the conversation number shown in the dashboard), status.
   • direction: incoming (the customer called) or outgoing (you called).
5. 5

   Outcome, times and duration

   • status: ringing, in_progress, completed, missed (an incoming call nobody answered), no_answer (an outgoing call nobody answered), rejected, busy, failed.
   • started_at, answered_at, ended_at: when the call rang, was answered and ended (ISO 8601, UTC).
   • duration_seconds: how long the conversation lasted, in seconds, from the answer. Only in call_ended and call_recording_ready of an answered call.
   • duration_known: in call_ended and call_recording_ready of an answered call, true when the length is known and false when it is not. null otherwise.
   • ended_by: who ended the call: agent, contact or system (a network or service failure). null when not known.
   • answered_on: where it was answered: app (the Clomni dashboard or app) or phone (WhatsApp itself, on the phone).
6. 6

   Contact, agent, recording and summary

   • contact: id, name, phone_number, identifier. A WhatsApp customer who does not share their number can have no phone_number.
   • agent: id, name, email. On an outgoing call, who placed it; on an incoming one, who answered or declined it. null when not known.
   • recording_url: a link to the recording. It works for as long as the recording is kept and redirects to a file address valid for 5 minutes. To keep the recording, download the file.
   • transcript_available, transcript: what was said, line by line: speaker (agent, contact; mixed when both sides are on one recording), at (seconds from the start of the recording), text.
   • summary: title, points (2 to 5 items), next_step. Only for answered calls longer than 10 seconds.
   • language: the transcript's language, for example az. The summary is written in the account's language.