Call Webhooks

Who can use this?

Gallabox users who need to send call data to external systems, such as a CRM or a data warehouse.

Roles: Owners and Admins. Custom Roles with the “Can view and manage webhooks, API keys” permission (Developer modules) can also configure webhooks.

Plans: Advanced plan and some legacy plans, on accounts with WhatsApp Calling.

Note: This page covers only the call events. For how webhooks work in general — setting one up, verifying the signature, and reading the logs — see Webhooks.

What Are Call Webhooks?

Call webhooks tell your system the moment something happens on a call — when it rings, connects, ends, or is missed. Use them to:

Log every call against the contact’s record in your CRM.
Alert your team when a call is missed.
Send call data to a data warehouse for your own reporting.

You set them up in the same place as every other webhook: Settings → Webhooks → Add Webhook, then select the Call events you want.

Call Events

Event	When it fires
`Call.Received`	An incoming call starts ringing for your business.
`Call.Initiated`	Your team places an outgoing call to a customer.
`Call.Connected`	The call is answered and both sides are connected.
`Call.Ended`	A connected call ends.
`Call.Missed`	A call ends without being answered.
`Call.Rejected`	The call is declined.
`Call.Failed`	The call couldn’t connect because of an error.
`Call.Analysed`	The call’s recording is ready. The payload includes a link to the recording.

A single call sends several events over its life. For example, an answered incoming call sends Call.Received → Call.Connected → Call.Ended, and then Call.Analysed once the recording is ready. Use the callId field to link all events from the same call.

What Does a Call Webhook Send?

Every call event sends the same set of fields, so one receiver can handle all of them. The event name is sent in the x-event-name header, and the call data is in the request body. The sample below is a Call.Analysed event for an incoming WhatsApp call answered by an agent:

x-event-name: Call.Analysed

{
  "accountId": "64f1c2a9e4b0a12b3c4d5e6f",
  "channelType": "whatsapp",
  "channelId": "65a7d3b1f2c4e5a6b7c8d9e0",
  "direction": "incoming",
  "callId": "6702e4c8a1b2c3d4e5f6a7b8",
  "status": "ended",
  "statusReason": null,
  "handledBy": {
    "type": "agent",
    "answered": true,
    "id": "64f1c3b2e4b0a12b3c4d5e70",
    "name": "Priya Sharma"
  },
  "fromNumber": "919876543210",
  "toNumber": "918041234567",
  "contact": {
    "contactId": "66b2a1c3d4e5f6a7b8c9d0e1",
    "visitorId": null,
    "name": "Sarah Chen",
    "phone": ["919876543210"],
    "whatsapp": [
      {
        "waId": "919876543210"
      }
    ]
  },
  "conversationId": "66b2a1c3d4e5f6a7b8c9d0f2",
  "rungAt": "2026-10-06T09:14:02.000Z",
  "startedAt": "2026-10-06T09:14:09.000Z",
  "endedAt": "2026-10-06T09:17:31.000Z",
  "durationSeconds": 202,
  "recordingUrl": "https://<your-gallabox-host>/call-recordings/accounts/64f1c2a9e4b0a12b3c4d5e6f/calls/6702e4c8a1b2c3d4e5f6a7b8?token=<token>"
}

Payload Fields

Field	What it contains
`accountId`	Your Gallabox account ID.
`channelType`	The channel the call came through — for example, `whatsapp`.
`channelId`	The ID of the WhatsApp number that made or received the call.
`direction`	`incoming` (the customer called you) or `outgoing` (your team called the customer).
`callId`	The unique ID of the call. The same for every event from one call.
`status`	The call’s status when the event fired — for example, `ringing`, `connected`, `ended`, or `missed`.
`statusReason`	Why the call ended the way it did — for example, why it was missed or failed. `null` if there’s no reason.
`handledBy.type`	`agent` for a human agent, or `bot` for an AI agent.
`handledBy.answered`	`true` if the call was answered.
`handledBy.id`	The ID of the agent or AI agent the call was assigned to.
`handledBy.name`	The name of the agent or AI agent.
`fromNumber`	The number the call came from.
`toNumber`	The number the call went to.
`contact`	The contact’s ID, name, phone numbers, and WhatsApp details.
`conversationId`	The ID of the conversation the call belongs to.
`rungAt`	When the call started ringing.
`startedAt`	When the call was answered. `null` if it was never answered.
`endedAt`	When the call ended. `null` while the call is still in progress.
`durationSeconds`	Talk time in seconds. `0` if the call was never answered.
`recordingUrl`	A link to the call recording. Sent only with `Call.Analysed`.

All times are in UTC, in ISO 8601 format.

Quick Reference

Question	Answer
Where do I set up call webhooks?	Settings → Webhooks → Add Webhook, then select the Call events.
How do I know which event I received?	Read the `x-event-name` header.
How do I link events from the same call?	Use the `callId` field — it’s the same on every event for one call.
Which event carries the recording?	`Call.Analysed`. It’s sent after the call, once the recording is ready.
How do I tell a human-handled call from an AI one?	Check `handledBy.type` — `agent` for a human, `bot` for an AI agent.
Where can I check if a call webhook was delivered?	Settings → Webhooks → Logs.

Where to next

Webhooks — set up a webhook, verify the signature, and read the logs.
Call Logs & Analytics — see call data inside Gallabox.
Incoming Calls — routing, assignment rules, and how missed calls happen.
Outgoing Calls — permissions, placing calls, and limits.

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What Are Call Webhooks?

Call Events

What Does a Call Webhook Send?

Payload Fields

Quick Reference

Where to next

​What Are Call Webhooks?

​Call Events

​What Does a Call Webhook Send?

​Payload Fields

​Quick Reference

​Where to next

What Are Call Webhooks?

Call Events

What Does a Call Webhook Send?

Payload Fields

Quick Reference

Where to next