Web Service Integration enables CCaaS to push data to an external web service when a defined call or chat event occurs. On the configured event, the system sends an HTTP request to the target URL, optionally including call data as URL parameters, HTTP headers, or a request body. Web Service Integration Profiles are configured directly in the CCaaS web portal.

Use Cases

Pushing a recording link to a CRM each time a call is recorded
Notifying a CRM to create a record when a call finishes, including details about the call
Notifying an external system when a web chat or SMS conversation ends
Triggering a Salesforce Flow or similar automation platform from a call event — see Web Service Integration — Salesforce Flows
Automating a callback request to the Callback API when a call is abandoned in queue — see Web Service Integration — Abandoned Call Callback

Accessing Web Service Integration

Web Service Integration is accessible to accounts with Supervisor or Admin permissions.

Navigate to API Enablement > WebService Integration
All configured Web Service Integration Profiles are listed under Profiles in the modal

Managing Profiles

Each profile in the list has the following actions:

Icon	Action
Pencil	Edits the profile
Copy	Creates a copy of the profile, which can then be edited
Trash	Deletes the profile

Select Done to close the modal.

Creating a Web Service Integration Profile

Select the + icon in the Profiles header
Complete the fields in the WebService Profile window — see Profile Configuration
Select Test WebService to verify the request is generated correctly and handled by the target web service
Select Save

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When Configuring
The target web service and its business logic (authenticating the request, processing the payload) are built and maintained outside of CCaaS. Research the target CRM or web service ahead of time to determine the required URL and data.

Profile Configuration

Field	Description
`Profile Name`	A name to identify the Web Service Integration Profile
`Target URL`	The base URL of the request; the system sends a request to this URL when an interaction meets the configured criteria
`HTTP Method`	The HTTP method used for the request. Defaults to `POST`
`Send the request when`	The point in the interaction's lifecycle when the request is sent. Defaults to `Call is Completed` — see Send the Request When
`Triggering Call Criteria`	The conditions a call must meet to trigger a request. If no criteria are configured, every call triggers a request. Select the edit icon to configure
`URL Parameters`	Optional parameters appended to the Target URL as query string values, populated with interaction data or a static string — see Available Parameters. Select the edit icon to configure
`HTTP Headers`	Optional custom headers included with the request. Select the edit icon to configure
`Request Body`	The body sent with the request. Defaults to `None`

Send the Request When

Event	Behavior
Call is Presenting	Triggers when the call is ringing the agent, before being answered
Call is Connected	Triggers when the agent answers the call. Recommended over Call is Presenting for most use cases
Call is Completed	Triggers when the call disconnects, before the recording is processed — excludes any post-call notes or account codes
Call and Recordings Processed	Triggers after the call ends and any associated recording has finished processing
Call is Updated	Triggers when a completed call's recording is processed, and again whenever account codes are added to or removed from the call afterward
Chat is Ended	Triggers when a web chat or SMS conversation ends — whether ended by the customer, marked complete by the agent, timed out, or abandoned in queue

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Multiple Call is Updated Events
Because Call is Updated can trigger more than once for the same call, the receiving endpoint should be prepared to handle duplicate posts — using a unique value such as Media ID to differentiate them.

Available Parameters

URL Parameters and the Request Body can be populated with a static string or one of the following interaction data values:

Variable	Resolved Value
`Empty Value`	An empty string
`Account Codes`	A comma-delimited list of account codes (e.g., `Opp Won, Large Sale, Processed in CRM`)
`Agent`	The agent associated with the last event on the call, including name and extension (e.g., `John Doe (154)`)
`Agent Extension`	The agent's extension only (e.g., `154`)
`Agent Name`	The agent's name only (e.g., `John Doe`)
`Call Direction`	The direction of the call: `Internal`, `Inbound`, `Outbound`, or `Intersite`
`Caller Name`	The caller ID name
`Cradle to Grave Link`	A URL that opens Cradle to Grave filtered to this one interaction, for calls and chats. The link opens for a recipient already signed in to CCaaS
`DNIS`	The DNIS associated with the last event on the call
`End Time`	The end time of the interaction, in milliseconds since January 1, 1970, 00:00:00 GMT — the same format as `Time`. Empty when the interaction has not ended yet
`External Number`	The number of the other party associated with the last event on the call
`Group/Skill`	The group or skill associated with the last event on the call
`Location`	On an inbound call, the location of the calling party's number. On an outbound call, the location of the dialed party's number
`Media ID`	The long-form UUID of the call, message thread, or email
`Recording Key`	The recording key for the call's recording, used with the Recordings API. Multiple keys are sent as a JSON array. Use `Call and Recordings Processed` so recordings are processed before the request is sent
`Report Media ID`	The short-form ID used in Cradle to Grave and Reports in place of the UUID — useful for comparing API data against a report
`Tag`	A comma-delimited list of tags associated with the call's events
`Time`	The start time of the interaction, in milliseconds since January 1, 1970, 00:00:00 GMT
`Transcript`	The full transcript of the call
`Transcript Summaries`	An AI-generated summary of the full transcript
`Transcript Topics`	The topics detected from the transcript

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Legacy Equivalents
Older profiles may reference Call ID or Report Call ID — legacy equivalents of Media ID and Report Media ID respectively. Audio Recording Link is no longer offered for new profiles; profiles that already use it keep resolving. Use Cradle to Grave Link instead.