Docs - AI phone agents for SMB

Webhook actions allow your Telzino AI phone agents to interact with external systems during calls. You can fetch data, create support tickets, log calls to your CRM, and more.

Webhook Conditions

Webhooks can be triggered at different points in the call lifecycle:

Condition	When it Triggers	Use Cases
`before_call`	Before the agent answers	Pre-fetch caller info, check CRM records, inject context
`during_call`	While the call is active	Create support tickets, real-time lookups, live integrations
`after_call`	After the call ends	Log to CRM, send summaries, create follow-up tasks

Limits: You can configure one before_call webhook, up to four during_call webhooks, and one after_call webhook per agent.

Adding a Webhook via Dashboard

Navigate to Agent Settings

Log into your account and go to Agent Settings > Functions.

Add Webhook Action

Click the (+) button and select Webhooks.

Configure the Webhook

Fill in the webhook configuration form with the required fields.

Webhook Configuration

Each webhook requires the following configuration:

Required Fields

Field	Description
Name	Unique identifier for the webhook (e.g., `Create_Zendesk_Ticket`)
Friendly Name	Human-readable display name
Description	What this webhook does - helps the AI understand when to use it
Condition	When to trigger: `before_call`, `during_call`, or `after_call`
HTTP Method	`GET`, `POST`, `PUT`, `PATCH`, or `DELETE`
URL	The endpoint to send the request to

Optional Fields

Field	Description
Headers	HTTP headers for authentication (e.g., API keys, Bearer tokens)
Parameters	Data to send in the request body - AI extracts values from the conversation

How Parameters Work

Parameters are the key to making webhooks intelligent. When you define parameters:

You specify the key name - What the external API expects (e.g., email, subject, priority)
You provide a default/example value - Used as a fallback or guide for the AI
The AI extracts actual values - During the call, the AI analyzes the conversation and fills in real values

If you leave a parameter value empty, the AI will attempt to generate an appropriate value based on the conversation context. This is not reliable however, so avoid this whenever possible.

Example Parameter Configuration

{
  "parameters": [
    { "key": "customer_name", "value": "" },
    { "key": "email", "value": "[email protected]" },
    { "key": "issue_summary", "value": "" },
    { "key": "priority", "value": "normal" }
  ]
}

In this example:

customer_name and issue_summary will be extracted from the conversation
email defaults to [email protected] if the caller doesn’t provide one
priority defaults to normal unless the AI determines otherwise

Real-World Examples

Zendesk Ticket Creation

Create a support ticket in Zendesk during or after a call:

{
  "name": "Zendesk_Ticket",
  "friendlyName": "Create Support Ticket",
  "description": "Creates a support ticket in Zendesk with call details and transcript",
  "condition": "during_call",
  "method": "POST",
  "url": "https://yourcompany.zendesk.com/api/v2/tickets.json",
  "headers": [
    {
      "key": "Authorization",
      "value": "Basic YOUR_BASE64_ENCODED_CREDENTIALS"
    },
    {
      "key": "Content-Type",
      "value": "application/json"
    }
  ],
  "parameters": [
    {
      "key": "ticket",
      "value": "{\"ticket\":{\"subject\":\"AI Call - Customer Inquiry\",\"comment\":{\"body\":\"Call summary and transcript\"},\"priority\":\"normal\"}}"
    }
  ]
}

Zendesk Authentication

For Zendesk, use Basic authentication with your email and API token:

Authorization: Basic base64(email/token:api_token)

In JavaScript:

const credentials = btoa(`${email}/token:${apiToken}`);
const header = `Basic ${credentials}`;

Freshdesk Ticket Creation

{
  "name": "Freshdesk_Ticket",
  "friendlyName": "Create Freshdesk Ticket",
  "description": "Creates a ticket in Freshdesk after the call",
  "condition": "after_call",
  "method": "POST",
  "url": "https://yourcompany.freshdesk.com/api/v2/tickets",
  "headers": [
    {
      "key": "Authorization",
      "value": "Basic YOUR_API_KEY_BASE64"
    }
  ],
  "parameters": [
    { "key": "subject", "value": "AI Voice Agent Call" },
    { "key": "description", "value": "" },
    { "key": "email", "value": "[email protected]" },
    { "key": "priority", "value": "1" },
    { "key": "status", "value": "2" }
  ]
}

CRM Integration (Before Call)

Fetch caller information before the agent answers:

{
  "name": "CRM_Lookup",
  "friendlyName": "Lookup Caller in CRM",
  "description": "Fetches caller history and preferences from CRM before the call",
  "condition": "before_call",
  "method": "GET",
  "url": "https://api.yourcrm.com/v1/contacts/lookup",
  "headers": [
    {
      "key": "Authorization",
      "value": "Bearer YOUR_API_TOKEN"
    }
  ],
  "parameters": [
    { "key": "phone", "value": "" }
  ]
}

Post-Call Logging

Log call details to your system after the call ends:

{
  "name": "Call_Logger",
  "friendlyName": "Log Call to System",
  "description": "Sends call summary and transcript to internal logging system",
  "condition": "after_call",
  "method": "POST",
  "url": "https://api.yourcompany.com/calls/log",
  "headers": [
    {
      "key": "Authorization",
      "value": "Bearer YOUR_API_TOKEN"
    }
  ],
  "parameters": [
    { "key": "caller_phone", "value": "" },
    { "key": "call_summary", "value": "" },
    { "key": "transcript", "value": "" },
    { "key": "duration", "value": "" },
    { "key": "sentiment", "value": "" }
  ]
}

API Configuration

You can also configure webhooks via the API when creating or updating an agent. Webhooks are stored in the extensions.tools array. Model Context Protocol (MCP) connections use the sibling extensions.mcp_servers array. GET responses document the stored shape here; POST/PUT use the validated request shape here (they differ today). Example request body with webhooks only:

curl -X POST https://dashboard.telzino.com/v1/agents \
  -H "Authorization: Bearer YOUR_ACCESS_TOKEN" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Support Agent",
    "organizationId": "your-org-id",
    "greetingMessage": "Hello! How can I help you today?",
    "systemPrompt": "You are a helpful support agent...",
    "extensions": {
      "tools": [
        {
          "type": "webhook",
          "name": "Create_Ticket",
          "friendlyName": "Create Support Ticket",
          "description": "Creates a support ticket when the customer has an issue",
          "condition": "during_call",
          "method": "POST",
          "url": "https://api.helpdesk.com/tickets",
          "headers": [
            { "key": "Authorization", "value": "Bearer API_TOKEN" }
          ],
          "parameters": [
            { "key": "subject", "value": "" },
            { "key": "description", "value": "" },
            { "key": "customer_email", "value": "" }
          ]
        }
      ]
    }
  }'

Best Practices

Write Clear Descriptions

The description helps the AI understand when to trigger the webhook. Be specific:Good: “Creates a support ticket when the customer reports a problem or needs help with their order”Bad: “Creates a ticket”

Use Meaningful Parameter Names

Use descriptive key names that match what your external API expects. The AI uses these names to understand what data to extract.

Provide Default Values

For optional parameters, provide sensible defaults. For required parameters where you want AI extraction, leave the value empty.

Secure Your Credentials

Never expose API keys in client-side code. Use environment variables or secure credential storage when possible.

Test Your Webhooks

Test your webhook endpoints independently before configuring them in your agent. Use tools like Postman or curl to verify they work correctly.

Troubleshooting

Issue	Cause	Solution
Webhook not triggering	Wrong condition	Verify the condition matches when you want it to fire
Authentication errors	Invalid credentials	Check your API key/token and header format
Missing data in request	Parameters not configured	Ensure all required parameters are defined
Timeout errors	Slow external API	Consider using `after_call` for slow endpoints

Using Telzino

Dashboard

Connect App

Agent Functions

Agent Examples

Integrations

SIP

Webhooks

Webhook Conditions

Adding a Webhook via Dashboard

Webhook Configuration

Required Fields

Optional Fields

How Parameters Work

Example Parameter Configuration

Real-World Examples

Zendesk Ticket Creation

Freshdesk Ticket Creation

CRM Integration (Before Call)

Post-Call Logging

API Configuration

Best Practices

Troubleshooting

​Webhook Conditions

​Adding a Webhook via Dashboard

​Webhook Configuration

​Required Fields

​Optional Fields

​How Parameters Work

​Example Parameter Configuration

​Real-World Examples

​Zendesk Ticket Creation

​Freshdesk Ticket Creation

​CRM Integration (Before Call)

​Post-Call Logging

​API Configuration

​Best Practices

​Troubleshooting

Webhook Conditions

Adding a Webhook via Dashboard

Webhook Configuration

Required Fields

Optional Fields

How Parameters Work

Example Parameter Configuration

Real-World Examples

Zendesk Ticket Creation

Freshdesk Ticket Creation

CRM Integration (Before Call)

Post-Call Logging

API Configuration

Best Practices

Troubleshooting