Send Call Data to Your Systems With Webhooks

When a call or chat ends, Narvin can send the details your agent captured to any system that accepts an HTTP request: your CRM, helpdesk, booking system, spreadsheet automation or internal dashboard.

What is sent

Each webhook sends one JSON request when the conversation ends. The body contains:

callId, the ID of the call or chat in Narvin, so you can match it to the log
Captured fields you defined on the agent, such as caller name, reason for calling or callback time, as name: value pairs
Any static parameters you added to the webhook, such as a source label or account ID

You can limit which captured fields each webhook receives, so a ticketing tool and a CRM can get different data from the same agent.

The transcript, summary and recording are not included in the webhook. They stay in Logs, where your team can open them from the call ID.

Example request

POST /your-endpoint HTTP/1.1
Content-Type: application/json
X-Call-Id: 7f3c2a10-4b1e-4c55-9a51-2f0d8e6b1c90
X-Queue-Id: 1d9e7b42-8a63-4f0e-b2c4-5a7d9e3f6b21

{
  "source": "narvin-reception",
  "callId": "7f3c2a10-4b1e-4c55-9a51-2f0d8e6b1c90",
  "caller_name": "Priya Shah",
  "reason": "Wants to move Thursday's appointment",
  "preferred_callback_time": "Tomorrow after 2pm"
}

In this example source is a static parameter and the last three are captured fields.

Headers

Content-Type: application/json
X-Call-Id, the same call ID as in the body
X-Queue-Id, the ID of the delivery job, useful when you check retries in Jobs
Any custom headers you add, such as an authorisation token your endpoint expects

Set up a webhook

Open Hooks (Webhooks) in the sidebar and add a webhook with a name, URL and method (POST or PATCH).
Add custom headers and static parameters if your endpoint needs them.
Open the agent, go to Integrate and attach the webhook. Choose which captured fields it should send.
Make a test call or chat and check that your system receives the request.

How captured fields are filled

Captured fields are extracted from the transcript by AI after the conversation ends, so the values are ready before the webhook is sent. Give each field a clear description, for example “The time the caller said they are free for a callback”, so the extraction knows what to look for.

Delivery and retries

Each request waits up to 30 seconds for your endpoint to respond
Server errors (5xx) and network failures are retried up to three times with increasing delays
Client errors (4xx) are not retried, because they usually mean the request needs fixing. Check the URL and your endpoint’s validation
Delivery status is visible in Logs and Jobs, so you can see what was sent, when, and any error returned

Common uses

Create or update a CRM record with the caller’s details and reason for calling
Open a support ticket with the issue and contact details
Add a row to a spreadsheet through an automation tool
Alert your team in a chat channel when an urgent call comes in

Designing captured fields

Decide what your receiving system needs and define a captured field for each, for example caller_name, phone_number, reason, urgency and preferred_callback_time. Keep names consistent so mapping is simple.

Webhooks or integrations?

Webhooks run after the conversation and suit any system with an HTTP endpoint
Integrations such as Google Calendar, Salesforce or Slack let the agent act during the conversation, for example booking a slot while the caller is still on the line

Many businesses use both. See Connect integrations.

Security

Use an HTTPS endpoint
Requests are not signed, so protect your endpoint with a secret: add it as a custom header (for example Authorization: Bearer …) and reject requests without it
Only send the fields your receiving system genuinely needs

Send call data with webhooks