Call History
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Voicemails
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Callback Requests
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Dashboard
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Available Agents
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Voicemails
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Queue Status
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Queues
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Users
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Groups
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Twilio Webhooks Configuration
Configure these webhook URLs in your Twilio phone number settings and TwiML apps. Your domain: http://localhost:3000
📞 Incoming Call Webhooks
Voice URL (A Call Comes In)
/twilio/incoming
Main entry point for all incoming calls. Configure this as the Voice URL (HTTP POST) for each Twilio phone number.
Call Status Callback
/twilio/call-status
Tracks call completion and duration. Configure as Status Callback URL (HTTP POST) in Voice Configuration.
⏱️ Queue Management Webhooks
Queue Wait URL
/twilio/queue-wait?queue_id={queue_id}&call_sid={call_sid}
Plays hold music and offers IVR menu after 2 minutes. Automatically configured by the /twilio/incoming handler.
Dequeue Result
/twilio/dequeue-result?queue_id={queue_id}
Handles queue exit scenarios (hangup, timeout). Automatically configured by the queue enqueue action.
🔢 IVR Option Webhooks
Gather Customer Option
/twilio/gather-option?queue_id={queue_id}&call_sid={call_sid}
Processes customer menu selections (1=continue holding, 2=callback, 3=voicemail).
Callback Number Capture
/twilio/callback-capture?queue_id={queue_id}&call_sid={call_sid}
Captures customer's 10-digit phone number for callback requests.
🎙️ Voicemail Webhooks
Voicemail Recording
/twilio/voicemail-record?queue_id={queue_id}&call_sid={call_sid}
Receives voicemail recording data and saves to database. Sends email notification.
Voicemail Transcription
/twilio/voicemail-transcription?queue_id={queue_id}
Receives transcription text from Twilio after voicemail is processed.
👤 Agent Connection Webhooks
Agent Ring
/twilio/agent-ring?call_sid={call_sid}&agent_id={agent_id}&queue_id={queue_id}
TwiML played when agent's phone rings. Provides call information whisper.
Agent Accept Call
/twilio/agent-accept?call_sid={call_sid}&agent_id={agent_id}&queue_id={queue_id}
Connects agent to customer when agent presses any key. Dequeues call and starts recording.
Agent Status Callback
/twilio/agent-status?call_sid={call_sid}&agent_id={agent_id}
Tracks agent call status (no-answer, busy, failed). Used for agent availability management.
Customer Connected
/twilio/customer-connected?queue_id={queue_id}&agent_id={agent_id}
TwiML played to customer right before connection to agent. "Connecting you now" message.
📲 Callback Webhooks
Callback Connect
/twilio/callback-connect
Handles callback to customer. Detects answering machines and connects to agent.
Callback Agent Whisper
/twilio/callback-agent-whisper?call_sid={call_sid}&caller_number={caller_number}
Whisper message to agent before callback connection. Provides customer information.
Callback Agent Status
/twilio/callback-agent-status?call_sid={call_sid}
Tracks callback agent connection status. Updates agent availability.
Callback Dial Status
/twilio/callback-dial-status?call_sid={call_sid}
Handles callback dial completion. Manages retry logic for no-answer/busy scenarios.
🎬 Recording Webhooks
Recording Status
/twilio/recording-status?call_sid={call_sid}
Receives recording completion notifications. Downloads and stores recordings locally.
💡 Configuration Tips
- All webhooks use HTTP POST method
- Recording timeout is set to 600 seconds (10 minutes) for all calls
- Replace
http://localhost:3000with your actual domain in production - Enable "Answering Machine Detection" for callback connect webhook
- Configure webhook URLs in: Twilio Console → Phone Numbers → Your Number → Voice Configuration
Routing Rules
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Hold Queue Monitoring
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Active Hold Queue
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Queue Announcements
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Callback Queue Management
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Follow-Up Automation
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Pending
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