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Signals offers several kinds of voice chat event types that can be sent to your webhook URLs.
To learn how to specify webhook URLs for your cloud employees in the Signals app, please see the webhook URLs configuration step in the quickstart guide.
Below you will find an example of the data structure for inbound voice calls.

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Inbound Call Webhook

Event Types:
  • call_inbound: Triggered when an inbound call is received
When an inbound call is received, Signals will send a webhook request to your configured endpoint. You can respond with additional information to customize how the Cloud Employee handles the call.

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Webhook Request from Signals

{
    "event": "call_inbound",
    "call_inbound": {
        "agent_id": "7",
        "from_number": "+11234567890",
        "to_number": "+10987654321",
        "tenant_id": 123
    }
}

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Response Format

You can respond with the following structure to customize the call handling: 
{
    "call_inbound": {
        "override_agent_id": "5",  // Optional: Override the default agent
        "dynamic_variables": {
            "email": "example@email.com",
            "first_name": "John",
            "last_name": "Doe"
        },
        "meta_data": {
            "company": "Example Company",
            "first_name": "John",
            "last_name": "Doe",
            "title": "Analyst"
        }
    }
}

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Response Fields

FieldDescription
override_agent_idOptional. Specify a different agent ID to handle the call
dynamic_variablesVariables that can be used in the Welcome Message using {{variable_name}} syntax. These variables are only available in the initial greeting.
meta_dataInformation that the Cloud Employee will know throughout the entire conversation. The agent can reference this information when answering questions.

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Usage Notes

  1. Dynamic Variables
    • Can be used in the Welcome Message using variable_name syntax
    • Example: “Hello first_name, welcome to our company!”
    • These variables are only available during the initial greeting
    • The Cloud Employee cannot access these variables during the conversation
  2. Meta Data
    • Available throughout the entire conversation
    • The Cloud Employee can reference this information when answering questions
    • Example: If you ask “What’s my name?”, the agent can answer using the first_name from meta_data
  3. Response Time
    • Your webhook endpoint should respond within 5 seconds
    • If no response is received, the call will proceed with default settings

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Example Scenarios

  1. Basic Response with Dynamic Variables
{
    "call_inbound": {
        "dynamic_variables": {
            "first_name": "John",
            "company": "Acme Corp"
        }
    }
}
Welcome Message: “Hello first_name, welcome to company!”
  1. Full Response with Meta Data
{
    "call_inbound": {
        "dynamic_variables": {
            "first_name": "John"
        },
        "meta_data": {
            "company": "Acme Corp",
            "title": "Senior Developer",
            "department": "Engineering"
        }
    }
}
The Cloud Employee can now:
  • Greet the caller using their first name
  • Answer questions about their company, title, and department throughout the call