Problems with webhooks
The Incoming Webhook doesn't respond, values are missing in the conversation, the greeting is delayed or the statistics show errors.
When the phone rings, the Incoming Webhook loads data from your system, such as the caller's name from your CRM. The response is then available as variables in the greeting and prompt. How well it's working is shown by the Webhook Statistics for the last 24 hours and the Recent Webhook Calls on the Personality tab.
The webhook fails
| Possible cause | Solution |
|---|---|
| Your endpoint doesn't respond with status 200 | Only a response with 200 counts as a success. Check your system's log |
| The response isn't a JSON object | Respond with an object, such as {"name": "Alex Taylor"}. A list or plain text isn't taken over as variables |
| Headers are missing or wrong | Check the name and value under HTTP Headers, such as Authorization: Bearer … |
| The Request Body Template isn't valid JSON | The dashboard shows Invalid JSON format. Leave the field empty and bhomy sends all available variables |
| Your endpoint only allows certain IP addresses | The agent calls from the cloud without a fixed IP address. Secure the endpoint with a header instead of an IP allowlist |
How to test it: Click Test webhook › Send test. bhomy sends a request with sample data and shows the response.
The greeting is delayed
The greeting waits until your webhook has responded, because it can contain values from it. If your system doesn't respond in time, bhomy tries 2 more times. Only then does the conversation start with the Fallback Values.
| Solution | Effect |
|---|---|
| Lower the timeout, recommended 3,000 to 5,000 milliseconds | A slow system delays the greeting less |
| Respond quickly | Only read the fields you need, and use an index for looking up the phone number |
| Set fallback values | The conversation sounds natural even without a response |
Values are missing in the conversation
| Possible cause | Solution |
|---|---|
| The placeholder's name differs from the field in the response | {{first_name}} needs exactly "first_name" in the response |
| The value is inside a nested object | Respond with a flat structure, such as {"customer_name": "…"} instead of {"customer": {"name": "…"}} |
| The webhook failed and there's no fallback value | Set a replacement under Fallback Values. The dashboard lists variables without a fallback under Missing Fallback Values |
The statistics show a high error rate
The High error rate! message appears when many webhook calls in the last 24 hours have failed. Open Recent Webhook Calls: it shows for each call whether it succeeded and how long it took. If timeouts pile up, your system is too slow. If error codes pile up, check the address and headers.
The webhook after the call doesn't arrive
That's the CRM Ticket tool under Automation. See Integrations.
Further help
Send us the time of the call, the response time from Recent Webhook Calls and your system's status code, see Report a problem.
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