Webhooks

Webhook Overview

Webhooks enable real-time communication between ThreeTone and your applications by sending HTTP POST requests to your specified endpoints when events occur.

Supported Events

Call Events: call_started, call_ended, call_transferred
Agent Events: agent_available, agent_busy, agent_offline
Conversation Events: conversation_started, conversation_ended, escalation_triggered
System Events: system_error, maintenance_scheduled, quota_exceeded

Webhook Configuration

Creating Webhooks

Set up webhook endpoints for event notifications:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/convai/webhooks \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "url": "https://your-api.com/webhooks/threetone",
    "events": [
      "call_started",
      "call_ended",
      "conversation_ended",
      "escalation_triggered"
    ],
    "secret": "your_webhook_secret_key",
    "active": true,
    "retry_config": {
      "max_retries": 3,
      "retry_delay": 5
    }
  }'

Webhook Management

List and manage existing webhooks:

cURL

# List all webhooks
curl --request GET \
  --url https://api.threetone.in/v1/convai/webhooks \
  --header 'x-api-key: YOUR_API_KEY'

# Update webhook configuration
curl --request PUT \
  --url https://api.threetone.in/v1/convai/webhooks/{webhook_id} \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "events": ["call_started", "call_ended"],
    "active": true
  }'

# Delete webhook
curl --request DELETE \
  --url https://api.threetone.in/v1/convai/webhooks/{webhook_id} \
  --header 'x-api-key: YOUR_API_KEY'

Event Payloads

Call Started Event

Triggered when a new call begins:

{
  "event": "call_started",
  "timestamp": "2024-01-15T10:30:00Z",
  "data": {
    "call_id": "call_abc123",
    "phone_number": "+1234567890",
    "caller_id": "+1987654321",
    "agent_id": "agent_456",
    "direction": "inbound",
    "call_source": "phone_system",
    "metadata": {
      "caller_location": "New York, NY",
      "call_queue": "support_queue"
    }
  }
}

Call Ended Event

Triggered when a call completes:

{
  "event": "call_ended",
  "timestamp": "2024-01-15T10:35:00Z",
  "data": {
    "call_id": "call_abc123",
    "duration_seconds": 300,
    "end_reason": "completed",
    "resolution_status": "resolved",
    "conversation_summary": "Customer inquiry about billing resolved successfully",
    "satisfaction_score": 4.5,
    "transcript_available": true,
    "recording_available": true
  }
}

Conversation Events

Track conversation lifecycle:

{
  "event": "conversation_ended",
  "timestamp": "2024-01-15T10:35:00Z",
  "data": {
    "conversation_id": "conv_xyz789",
    "call_id": "call_abc123",
    "agent_id": "agent_456",
    "turn_count": 15,
    "topics_discussed": ["billing", "account_settings"],
    "sentiment_analysis": {
      "overall_sentiment": "positive",
      "sentiment_score": 0.7
    },
    "knowledge_base_queries": 3,
    "escalation_occurred": false
  }
}

Escalation Events

Monitor when calls are escalated:

{
  "event": "escalation_triggered",
  "timestamp": "2024-01-15T10:32:00Z",
  "data": {
    "call_id": "call_abc123",
    "conversation_id": "conv_xyz789",
    "escalation_reason": "customer_requested_human",
    "escalation_trigger": "keyword_detected",
    "agent_id": "agent_456",
    "target_queue": "human_agents",
    "context_summary": "Customer needs help with complex billing issue",
    "conversation_history": "Available via API"
  }
}

Webhook Security

Signature Verification

Verify webhook authenticity using HMAC signatures:

import hmac
import hashlib

def verify_webhook_signature(payload, signature, secret):
    """Verify webhook signature for security"""
    expected_signature = hmac.new(
        secret.encode('utf-8'),
        payload.encode('utf-8'),
        hashlib.sha256
    ).hexdigest()

    return hmac.compare_digest(
        f"sha256={expected_signature}",
        signature
    )

# Usage in your webhook handler
def handle_webhook(request):
    signature = request.headers.get('X-ThreeTone-Signature')
    payload = request.body

    if verify_webhook_signature(payload, signature, WEBHOOK_SECRET):
        # Process webhook safely
        process_webhook_event(payload)
    else:
        # Reject invalid webhook
        return {"error": "Invalid signature"}, 401

Best Practices

HTTPS Only: Always use HTTPS endpoints for webhooks
Signature Verification: Verify all incoming webhooks
Idempotency: Handle duplicate events gracefully
Error Handling: Implement proper error responses
Rate Limiting: Protect against webhook flooding

Webhook Implementation Examples

Node.js Express Handler

const express = require("express");
const crypto = require("crypto");
const app = express();

app.use(express.raw({ type: "application/json" }));

app.post("/webhooks/threetone", (req, res) => {
  const signature = req.headers["x-threetone-signature"];
  const payload = req.body;

  // Verify signature
  const expectedSignature = crypto
    .createHmac("sha256", process.env.WEBHOOK_SECRET)
    .update(payload)
    .digest("hex");

  if (`sha256=${expectedSignature}` !== signature) {
    return res.status(401).send("Invalid signature");
  }

  const event = JSON.parse(payload);

  // Handle different event types
  switch (event.event) {
    case "call_started":
      handleCallStarted(event.data);
      break;
    case "call_ended":
      handleCallEnded(event.data);
      break;
    case "escalation_triggered":
      handleEscalation(event.data);
      break;
  }

  res.status(200).send("OK");
});

Python Flask Handler

from flask import Flask, request, jsonify
import hmac
import hashlib
import json

app = Flask(__name__)

@app.route('/webhooks/threetone', methods=['POST'])
def handle_webhook():
    signature = request.headers.get('X-ThreeTone-Signature')
    payload = request.get_data()

    # Verify signature
    expected_signature = hmac.new(
        WEBHOOK_SECRET.encode(),
        payload,
        hashlib.sha256
    ).hexdigest()

    if f"sha256={expected_signature}" != signature:
        return jsonify({"error": "Invalid signature"}), 401

    event = json.loads(payload)

    # Process event
    if event['event'] == 'call_started':
        process_call_started(event['data'])
    elif event['event'] == 'call_ended':
        process_call_ended(event['data'])

    return jsonify({"status": "success"}), 200

Webhook Testing

Test Webhook Delivery

Test webhook endpoints during development:

cURL

curl --request POST \
  --url https://api.threetone.in/v1/voiceai/webhooks/{webhook_id}/test \
  --header 'x-api-key: YOUR_API_KEY' \
  --header 'Content-Type: application/json' \
  --data '{
    "event_type": "call_started"
  }'

Webhook Logs

Monitor webhook delivery status:

cURL

curl --request GET \
  --url https://api.threetone.in/v1/voiceai/webhooks/{webhook_id}/logs \
  --header 'x-api-key: YOUR_API_KEY'

Response example:

{
  "webhook_id": "webhook_123",
  "recent_deliveries": [
    {
      "timestamp": "2024-01-15T10:30:00Z",
      "event": "call_started",
      "status": "success",
      "response_code": 200,
      "delivery_time_ms": 150
    },
    {
      "timestamp": "2024-01-15T10:25:00Z",
      "event": "call_ended",
      "status": "failed",
      "response_code": 500,
      "retry_count": 2,
      "error": "Connection timeout"
    }
  ]
}

Error Handling and Retries

Retry Configuration

Configure automatic retry behavior:

{
  "retry_config": {
    "max_retries": 5,
    "retry_delay": 5,
    "exponential_backoff": true,
    "max_delay": 300,
    "retry_on_status": [500, 502, 503, 504]
  }
}

Handling Failed Webhooks

Implement proper error handling:

def handle_webhook_failure(webhook_data, error):
    """Handle failed webhook deliveries"""

    # Log the failure
    logger.error(f"Webhook delivery failed: {error}")

    # Store for manual processing if needed
    store_failed_webhook(webhook_data)

    # Alert monitoring systems
    send_alert("webhook_failure", {
        "webhook_id": webhook_data.get("webhook_id"),
        "error": str(error)
    })

Monitoring and Debugging

Webhook Health Monitoring

Monitor webhook endpoint health:

cURL

curl --request GET \
  --url https://api.threetone.in/v1/voiceai/webhooks/health \
  --header 'x-api-key: YOUR_API_KEY'

Debug Information

Access detailed webhook debug information for troubleshooting delivery issues and payload validation.

Authentication

Voice Agents

Knowledge Base

Phone Integration

Webhook Overview

Supported Events

Webhook Configuration

Creating Webhooks

Webhook Management

Event Payloads

Call Started Event

Call Ended Event

Conversation Events

Escalation Events

Webhook Security

Signature Verification

Best Practices

Webhook Implementation Examples

Node.js Express Handler

Python Flask Handler

Webhook Testing

Test Webhook Delivery

Webhook Logs

Error Handling and Retries

Retry Configuration

Handling Failed Webhooks

Monitoring and Debugging

Webhook Health Monitoring

Debug Information

Next Steps

​Webhook Overview

​Supported Events

​Webhook Configuration

​Creating Webhooks

​Webhook Management

​Event Payloads

​Call Started Event

​Call Ended Event

​Conversation Events

​Escalation Events

​Webhook Security

​Signature Verification

​Best Practices

​Webhook Implementation Examples

​Node.js Express Handler

​Python Flask Handler

​Webhook Testing

​Test Webhook Delivery

​Webhook Logs

​Error Handling and Retries

​Retry Configuration

​Handling Failed Webhooks

​Monitoring and Debugging

​Webhook Health Monitoring

​Debug Information

​Next Steps

Webhook Overview

Supported Events

Webhook Configuration

Creating Webhooks

Webhook Management

Event Payloads

Call Started Event

Call Ended Event

Conversation Events

Escalation Events

Webhook Security

Signature Verification

Best Practices

Webhook Implementation Examples

Node.js Express Handler

Python Flask Handler

Webhook Testing

Test Webhook Delivery

Webhook Logs

Error Handling and Retries

Retry Configuration

Handling Failed Webhooks

Monitoring and Debugging

Webhook Health Monitoring

Debug Information

Next Steps