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Webhooks let Fluents.ai send real-time HTTP requests to your systems when certain events happen during or after a call. You can subscribe a single webhook to one or more event types (subscriptions), and each event will send a JSON payload to your URL. Use webhooks when you want to:
  • Store transcripts or post-call results
  • Log call events in your own systems
  • Trigger downstream workflows (analytics, alerts, CRM updates, etc.)
On this page:

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Where to configure webhooks

  1. In the left-hand sidebar, click Webhooks.
  2. You’ll see a list of existing webhooks for the current environment.
  3. Each row typically shows:
    • Label – Name of the webhook.
    • URL – The target endpoint.
    • Method – Currently POST.
    • Other metadata such as ID or connection details.
From here you can:
  • Click Create Webhook to add a new subscription.
  • Use the three-dot menu next to an existing webhook to edit or delete it (depending on your UI).

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Create a webhook

To create a new webhook:
  1. Go to Webhooks and click Create Webhook.
  2. In the New Webhook dialog, fill in:
    • Label
      A human‑friendly name for this webhook.
      Example: Store transcripts in data warehouse.
    • URL
      The endpoint on your server that will receive webhook events.
      Example: https://api.yourcompany.com/fluents/webhook.
    • Subscriptions
      Select one or more event types you want this webhook to receive
      (see Available subscriptions below).
    • Method
      Currently POST is used for all webhooks.
    • Account Connection (optional)
      In some setups you can associate the webhook with a specific account connection.
      If you don’t use this yet, you can leave it at its default value.
  3. Click Create Webhook to save.
From now on, whenever any of the selected events occur, Fluents.ai will send a POST request to your URL with a JSON payload.

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Available subscriptions

You can subscribe a webhook to one or more of the following event types:
  • Message
    Events related to messages exchanged during the call.
  • Action
    Events related to actions your agent performs (for example, certain phone actions or external actions).
  • Transcript
    Transcript-related events. Payloads typically include transcript text in the payload section.
  • Error
    Events when an error occurs during a call or processing pipeline.
  • Recording
    Events related to call recordings (for example, when a recording is available).
  • Human Detection
    Events indicating when a human is detected in the call flow, depending on your configuration.
  • Phone Call Did Not Connect
    Events when an attempted call failed to connect (for example, unreachable or busy).
  • Phone Call Connected
    Events when a call successfully connects.
  • Phone Call Ended
    Events when a call is finished.
  • Post-Call Processing Completed
    Events when post-call processing is complete and the post-call result (analysis / summary) is ready.
    The payload includes the post‑call result content in the payload section so you can store or process it.
You can tick multiple subscriptions for the same webhook if you want a single endpoint to handle several event types.

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Webhook request format

All webhooks use: The exact payload structure will vary by event type, but the top-level structure is generally consistent and includes:
  • call_id – Unique ID of the call linked to this event.
  • type – The event type (for example, event_transcript, event_post_call_processing_completed).
  • from_number – The caller’s number.
  • to_number – The number that was called.
  • is_outgoing – true for outbound calls, false for inbound calls.
  • payload – Event-specific data (transcript, post-call result, error details, etc.).
For example, a transcript-related event might look like this (dummy values): 
{
  "call_id": "00000000-0000-0000-0000-000000000000",
  "type": "event_transcript",
  "from_number": "+15551112222",
  "to_number": "+15553334444",
  "is_outgoing": true,
  "payload": {
    "transcript": "Sample transcript text for this call..."
  }
}
For a Post-Call Processing Completed event, the payload would contain the post-call result or analysis text, for example:
  • payload.post_call_results or a similar field, depending on your configuration.
Your endpoint should:
  • Accept JSON POST requests.
  • Parse the body.
  • React based on type and the data inside payload.

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Security recommendations

Currently, Fluents.ai webhooks do not include a built-in signing mechanism (HMAC or shared secret). To keep your webhook endpoints secure:
  • Use a secret, unguessable URL for your webhook endpoint.
    • Example: https://api.yourcompany.com/fluents/webhook/long-random-token.
  • Validate the data you receive and ignore unexpected payloads.
  • Optionally limit access by:
    • Allowlisting IP ranges (if feasible in your infrastructure).
    • Adding your own authentication layer in front of the endpoint (for example, an API gateway).
Do not expose webhook endpoints that accept unauthenticated modifications to sensitive systems without additional checks.

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How webhooks differ from Custom External Actions

Webhooks and Custom External Actions both involve calling external URLs, but they serve different purposes:
  • Webhooks
    • Triggered by events (for example, call connected, transcript chunk, post-call processing completed).
    • Are usually one-way notifications from Fluents.ai to your systems.
    • Do not pause the conversation or require an immediate response to continue the call.
    • Great for logging, analytics, syncing data to CRMs or data warehouses, and triggering asynchronous workflows.
  • Custom External Actions
    • Are triggered during a conversation by the agent (function-based).
    • The agent waits for your API’s response and then uses that data to continue talking.
    • Ideal when the conversation must react in real time to your API (for example, look up an account and then read back the balance).
Use webhooks for event-driven integrations and background processing.
Use Custom External Actions when the agent must call your API in the middle of a live call. See the Actions – Custom External Actions guide for more about custom actions.

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Where to go next