Send Call Recordings Files Via Web Hook

Updated: September 4, 2024 

Our automations feature provides the ability to automatically send post-call web hooks for some or all answered phone calls where call recordings is enabled and a call recording was successfully completed.

Call Recording Feature

Step 1 - Ensure your account is subscribed to the call recording feature.

Go to: Account > Billing & Usage > Your Products > under "Current Features" find "Call Recording" and enable the feature if it is disabled.



Step 2 - Enable call recording where it's needed.

- Campaigns - Agent Options section



- Queues - Connect to Agent section



- User and/or External Phones



Click Save to finish.

Step 3 - Add your API keys for the 3rd party application in "Custom Settings."

Go to: Account > Settings > Custom Settings.



Click Save to finish.

Step 4 - Set up an automation for this objective.

Go to: Integrations > Automations.

Click Create New Automation to begin.

- Name the automation.
- For "Active," disable (uncheck) for now.
- For the "Trigger," select Call.
- Click Save.



Step 5 - Set up the automation condition to prevent automation from executing if no call recording file is available.

- Go back to the automation by clicking Edit.
- Scroll down to the "Automation Conditions" section and click Add Condition Set.
- Click the blue + icon (left side of the condition field), then click Call and select Call Recording FsFile ID Integer.



- Then select Exists in the next field.



Step 6 - select an automation action.

- Scroll down to the "Action Creation" section.
- Click Web Hook.



- Name the web hook.
- Click the blue + icon to create a new HTTP Request and set the HTTP details for the API you're posting to.



Fill in the form details:
- Name.
- URL. In this case, we're using the example from the box.com API.
- Request Type. Select POST.



In order to inject the actual file into your request, in the "Body" section click the blue + icon to open the DSL helper tool and select Call > Call Recording File (File). 



Click Save to finish.

Tip: if including JSON text in your HTTP request payload, avoid having }} 2 braces back-to-back. Instead, space them out } }. This is due to our Domain Specific Language using {{ }} double braces and this can at times confuse the parser and cause web hook errors.

Step 7 - Ensure your HTTP request is selected on your web hook action form and then click Save.



Step 8 - Test the automation. Remember to activate (check) the automation before testing.

Make a call from any of your system phones that have call recording enabled. Allow the call to connect for at least 5 seconds, then hang up. (Call recording files are not available until after the call ends).

To view HTTP Request Logs go to: Reports > Logs > HTTP Request Logs. Here you can view any HTTP errors that may have occurred and debug the HTTP request.

If your HTTP request does not appear in these logs after a few minutes from the end of the phone call, then double check that your automation is active. Also, view automation execution logs by going to: Reports > Logs > Automation Execution Logs.

If you are unable to debug any issues with your web hook HTTP request, please contact our integrations team.