Phone call not triggering POST webhook, but web call does

Support Help
1

I’ve setup an agent level webhook. The webhook is triggered only if I click on test or make a web call.

2

Most likely it is agent versioning. Web calls and the test widget run your draft, but a phone number is bound to a specific published version. If you added the webhook URL after that version was published, the live phone calls are still running the old config without it.

Check the Phone Numbers tab and see which version the number points to. If it is pinned to a number like V2, publish a new version with the webhook URL and repoint the number, or set it to latest_published so it follows your newest publish.

Two other things worth ruling out:

  1. Make sure the number is actually bound to the agent you think it is. If your inbound agent is a different agent, that agent’s webhook fires, and if it has none set, it falls back to your account level webhook instead.
  2. If you have an inbound_webhook_url on the phone number, that is a separate pre-call hook for overriding agent settings. It is not the call event webhook, so it will not carry call_started or call_ended.

What version is the number set to, and are you seeing anything hit your account level webhook instead? That would narrow it down.

Russell
amplifyautomation.ai