How to configure webhook enrichment

Webhook enrichment lets ConnectiveOne add data from an external system before creating a call dialog. For example, it can get the operator email from telephony and assign the dialog automatically, or detect the call topic.

This feature is optional. Without it, calls are saved from the provider webhook fields only.

Prerequisites

• A configured telephony channel and a working webhook
• An action created or available in Scenario Builder -> Action Jail
• Access data for the external system that the action calls

When to use it

• You need to assign operators automatically by email from telephony.
• You need to route calls by topic, for example online or offline calls.
• The provider webhook does not include the operator email or topic, so the data must be requested separately.

Main interface elements

• Webhook enrich action — the field in the telephony channel form where you select an Action Jail action.
• Enrich error action — what to do if the webhook enrich action fails.
• Auto transcription — the channel setting that starts call recording transcription after an operator is assigned.
• Action Jail — where enrichment logic and parameters are stored.
• Action test — a check in Action Jail using sample call data before you connect the action to the channel.

Step 1: Prepare the action in Action Jail

1. Go to Scenario Builder -> Action Jail.
2. Create or open the action prepared for your telephony integration.
3. Fill in the action parameters according to your implementation instructions.
4. Run an action test:
   • enable the full state mode or pass JSON with the telephony block, as in a real webhook;
   • make sure the test completes successfully.

If the action does not exist yet, contact the ConnectiveOne implementation team. Complex integrations with several systems or non-standard webhook fields are configured together with them.

Step 2: Connect the action to the channel

1. Open Settings -> Bots -> [your bot] -> Telephony.
2. Create a channel or open an existing one.
3. In Webhook enrich action, select the action from the list.
4. If Auto transcription is enabled in the channel, select Enrich error action:
   • Do not assign or auto-transcribe — use this when a dialog should remain unassigned and transcription should be skipped if enrichment fails.
   • Assign administrator and run auto-transcription — use this when a call should be assigned to the default operator and auto-transcribed even if enrichment fails. By default this is the user with ID 1 (root admin). If your instance uses a different administrator ID, your implementation team can set the instance setting telephony_autotranscribe_default_operator_id.
5. Save the channel.

If the field is empty, enrichment is disabled. The call is processed only from webhook data.

Step 3: Check a real call

After saving, make a test call or wait for a real completed call:

Common problems

Related articles

• Configure a telephony channel