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A post-call webhook sends an HTTP request to a URL you specify after a call ends, optionally only when the call matches conditions you define.

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Enable a webhook

1

Open the Post-call Webhook section

In your agent, open the Post-call Webhook section.
2

Turn it on

Enable the webhook.
3

Set the URL and method

Enter the URL to call, and choose GET or POST.

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Set trigger conditions

By default, a webhook fires for every call. You can restrict it to fire only when the call matches specific conditions. Conditions are organized into trigger groups. Each group combines one or more conditions with AND or OR, and each condition compares a state variable or the call outcome against a value using equals or not_equals. The webhook fires as soon as any one trigger group matches. For example, you could fire a webhook only when call_outcome equals CALLBACK_REQUESTED, or when a state variable like escalated equals true.

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Default payload

If you don’t configure a custom payload, AgentCallback sends this JSON body:

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Customize the payload

You can define your own payload template using the same {{name}} interpolation and {{#if}}...{{else}}...{{/if}} conditionals available in your agent’s prompt — see Variables for the syntax.
Reference state variables in your custom payload with {{state.variableKey}}, just as you would in your agent’s prompt.

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Check delivery results

After a call, the delivery result — whether the webhook was attempted, whether conditions matched, the response status code, and any error — is shown alongside the call’s other details.

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Next steps

Add your Twilio credentials or add your SIP trunk to connect a phone number to your agents.