Webhook after the call and variables
Conversation data into the customer's system and system data into the conversation: three points in time, variables, n8n as an intermediate layer, typical pitfalls.
Your customer wants the data from their calls in their CRM, ticket system or a spreadsheet, or the agent should look something up during the conversation. This page shows which tool is meant for what, how variables flow and how to set it all up cleanly. Webhooks are part of the Pro and Individual plans.
Check first: does the customer need a webhook?
| Goal | Without a webhook | With a webhook |
|---|---|---|
| The team should hear about every call | Email after the call with a summary | not needed |
| The caller should receive a confirmation | SMS after the call | not needed |
| Evaluate requests in a structured way | Context Extractor and call history | data automatically into the CRM |
| Greet regular customers by name | not possible | Incoming Webhook |
| State the order status during the conversation | not possible | API call during the conversation |
If the email is enough, start with it. You build the webhook once it's clear which data the team really needs.
Three points in time
| When | Tool in bhomy | What happens | Page |
|---|---|---|---|
| When it rings | Incoming Webhook | bhomy sends the caller's number to your URL, and your system responds with data. The greeting waits for the response | Incoming Webhook |
| During the conversation | CRM System on the Tools tab | The agent asks for the details you specify and sends them via POST or GET. Without Fire-and-Forget, it gets the response back | API call during the conversation |
| After the call | CRM Ticket under Tools › Automation | bhomy sends the summary, transcript and captured data via POST | Webhook after the call |
| Limit | Value |
|---|---|
| Timeout of the Incoming Webhook | default 5,000 milliseconds, recommended 3,000 to 5,000 |
| Retries of the Incoming Webhook | 2, after which the fallback values apply |
| Response time for the webhook after the call | 10,000 milliseconds |
| Retries of the webhook after the call | none. bhomy sends it once per conversation |
Variables: where they come from and where they go
| Source | Example | Where you use them |
|---|---|---|
| Response of the Incoming Webhook | {{name}}, {{kundennummer}} | greeting and prompt |
| Columns of a campaign list | {{vorname}}, {{termin}} | greeting and prompt for outbound calls |
context of the Outbound API | {{kundenname}} | greeting and prompt for outbound calls |
| Context Extractor | {{anliegen}}, {{prioritaet}} | email and SMS after the call, webhook after the call |
You always write variables with double curly brackets, for example {{vorname}}. If a value is missing, bhomy removes the placeholder from the greeting and prompt. How to test each source is described under Test context.
Creating a variable in the Context Extractor
- Open the agent and stay on the Personality tab.
- In the Context Extractor, create a variable, for example
anliegen(request), and choose the type. - Describe for the AI what belongs in it, for example "The caller's request in one sentence".
- Make sure in the prompt that the agent asks for this detail during the conversation.
- Use the variable in email and SMS via Insert variable.
Variables in the webhook after the call
The webhook after the call has fixed fields. Captured data ends up in context and extractionData if your variables have exactly these names:
| Field | Variables |
|---|---|
context | email, vorname (first name), nachname (last name), firma (company), telefon (phone) |
extractionData | anliegen (request), kategorie (category), prioritaet (priority) |
n8n or Make as an intermediate layer
A workflow between bhomy and the customer's system is worthwhile. It reliably accepts the webhook, reshapes the data and writes it to the destination.
- In n8n, create a workflow with a Webhook node, method
POST, and copy the Production URL. - In bhomy, enter it in the agent under Tools › Automation › CRM Ticket as the Webhook URL, with an Authorization Header (optional) if needed.
- Click Test URL. n8n receives sample data.
- Attach the destination, for example a CRM node that creates a contact from
contextand a note fromsummary. - Make a real test call and check the execution in n8n.
The same steps work with Make and Zapier.
Linking the calls of one conversation
| Situation | How you link them |
|---|---|
| Result of a call via the Outbound API | The API response contains the callId, and so does the webhook after the call |
| Incoming Webhook and webhook after the call | via the callId, as both send the same one |
| Data from the conversation and after the call | Create a parameter of the type Phone in the CRM tool and link via the phone number. You reliably get the call ID after the call |
If the customer's system is to provide data
For the Incoming Webhook, the system responds with status 200 and a flat JSON object. Each field becomes a variable. Keep the response fast: every second the system needs is heard by the caller as ringing. Add fallback values so that the agent greets callers in a friendly way even without a response.
If something doesn't work, Problems with webhooks helps.
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