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Webhooks allow you to receive real-time event notifications when calls start and end in Voiceflow, enabling seamless integration with your systems. This helps automate workflows, log call data, and trigger actions based on call events for both Twilio and web voice interactions. Add your webhook URL under Settings > Behavior > Voice > Call events webhook.

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Events

Voiceflow will send POST requests to your webhook URL on the following events.

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runtime.call.start

This event is sent when the following call types are made:
  • Twilio inbound / outbound / prototype-outbound call
  • web widget voice call is made (including during testing on creator.voiceflow.com)
{
  "type": "runtime.call.start",
  "data": {
    "userID": string,
    "projectID": string,
    "environmentID": string,
    "startTime": number, // unix timestamp MS
    "platform": "twilio" | "web-voice",
    "metadata": object // depends on "platform"
  }
  "time": number // unix timestamp MS, event time
  "resource": string // project-{projectID}
}
Example runtime.call.start event: 
{
  "type": "runtime.call.start",
  "data": {
    "userID": "+19876543210",
    "environmentID": "development",
    "projectID": "6772da2e485189279fa5b9da",
    "startTime": 1743563467788,
    "platform": "twilio",
    "metadata": {
      "callSid": "CA01ed76f14fee29c50f5de59400474006",
      "callType": "inbound",
      "userNumber": "+19876543210",
      "agentNumber": "+17782006110"
    }
  },
  "time": 1743563467874,
  "resource": "project-6772da2e485189279fa5b9da",
}

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runtime.call.end

This event is sent when a call is completed. 
{
  "type": "runtime.call.end",
  "data": {
    "userID": string,
    "projectID": string,
    "environmentID": string,
    "startTime": number, // unix timestamp MS
    "endTime": number, // unix timestamp MS
    "endReason"?: string | undefined, // why the call ended, arbitrary string, common reasons include "hangup" "end trace" "twiml" "answering machine"
    "platform": "twilio" | "web-voice",
    "metadata": object // depends on "platform"
  }
  "time": number // unix timestamp MS
  "resource": string // project-{projectID}
}
Example runtime.call.end event: 
{
  "type": "runtime.call.end",
  "data": {
    "userID": "+19876543210",
    "environmentID": "development",
    "projectID": "6772da2e485189279fa5b9da",
    "startTime": 1743563467788,
    "endTime": 1743563467834,
    "endReason": "hangup",
    "platform": "twilio",
    "metadata": {
      "callSid": "CA01ed76f14fee29c50f5de59400474006",
      "callType": "inbound",
      "userNumber": "+19876543210",
      "agentNumber": "+17782006110"
    },
    
  },
  "time": 1743563467874,
  "resource": "project-6772da2e485189279fa5b9da",
}

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Platform Metadata

Depending on data.platform, the metadata for the call will change.

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Twilio

"platform": "twilio",
"metadata": {
  "callSid": string // twilio call sid, can be used to check twilio logs
  "callType": "inbound" | "outbound" | "prototype-outbound",
  "userNumber": string // phone number of the user
  "agentNumber": string // phone number of the agent / bot
}
The to and from number depends on the type of call. For example, for an "inbound" call, from is the userNumber and to is the agentNumber, while it is the inverse for "outbound".

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web-voice

No additional metadata currently. In the future, this may include browser and geographic information. 
"platform": "web-voice",
"metadata": { 
  // empty
}

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Best Practices

  • Check type when evaluating response. There may be additional types of events in the future with a different shaped request body, as well as new properties and metadata.
  • Check data.platform before evaluating data.metadata, for example it’s possible that data.metadata.callSid doesn’t exist because it’s a "web-voice" call.
  • You can check data.projectID if you want to share the same endpoint between different projects.