How to send any call data to a webhook on Zapier

Learn how to get any call data to a webhook in another application. Many use cases require that complex data from a call are sent in real-time to another system, e.g. Your applications, CRM, ticketing, inventory systems, etc. This video shows how to send the data to a webhook. In this example, we use a webhook on Zapier to receive the call data.

What you’ll need to send call data to a webhook:

• A babelforce account and a Zapier account.
• A babelforce call flow with an action to set a variable in the IVR

Note that any other webhook will also do the trick. You just need an endpoint that can receive any data payload from another API.

Send call data to any other API, webhook or SaaS tool

The methods used in this video will also apply to almost any use case where data is sent in real-time to another system. Here are example processes that are often implemented using this approach:

• Collecting reference numbers from the caller (“Enter your 5 digit order number …” and then sending to another system,
• sending all call data to an event handler for custom CTI,
• updating a ticket, case history, CRM data entry based on the occurrences in a call,
• sending SMS responses directly to another system,
• … and many more.

In our specific use case example, we are selecting in the IVR whether to offer the caller a survey. We then put the outcome (true or false) of that selection in a variable ivr.mysession.pcs (pcs standing for post call survey). Then this variable along with the standard set of call data is sent as a JSON text to a webhook on Zapier. The video also shows how to set up the webhook on Zapier to receive the call data.