Webhooks in Easy Calling: Automate your processes and gain valuable insights

In modern communication, every second counts. When a customer calls, all relevant systems should respond immediately – without manual intervention and without delay. This is where webhooks come into play. In our Microsoft Teams add-on Easy Calling, you can set up webhooks at the beginning and end of a call. This opens the door to greater automation, better data transparency, and a noticeably more efficient workday. This blog post explains what webhooks are, how they work, and why you should definitely use them in Easy Calling.

What are webhooks? Explained using the example of Easy Calling

A webhook is a kind of digital messenger. It immediately informs other systems when a specific event occurs. In Easy Calling, for example, when a call starts or ends.

As soon as the event occurs, Easy Calling automatically sends a message (HTTP request) to a specified webhook URL. There, the external system receives the data and can respond immediately.

A classic example: A customer calls → Easy Calling starts a Copilot agent via the webhook → The Copilot agent gathers all relevant information about the customer and then sends it via chat for viewing.

Webhooks are therefore the bridge between Easy Calling and your business tools. They enable real-time automation without the need for human intervention.

Two webhooks in Easy Calling: Call Start & Call End

Easy Calling offers you two webhook points – at the beginning and end of each call. These two webhooks can be recorded for each call queue.

Begin Call Event

This webhook is triggered as soon as a call begins – whether incoming or outgoing. It is perfect for immediately informing external systems or starting processes.

Examples:

• Start Microsoft Copilot
• Start a logging or monitoring tool
• Inform your team in Microsoft Teams or Slack about a new call

End Call Event

This webhook is activated when the call ends. It transmits all completion data such as duration, end time, or call status.

Examples:

• Automatically update the CRM entry with call duration and result
• Collect data for your reporting or BI dashboard
• Start follow-up actions such as an email or survey

With these two webhooks, you can map the entire call lifecycle – from the first ring to the final report.

Why set up webhooks? The most important reasons

Is it even worth setting up webhooks? We’ll tell you the 5 most important reasons why every company should set up webhooks today:

1. Real-time automation

Webhooks put an end to manual data entry. Every action is triggered automatically as soon as an event occurs. This saves time, reduces errors, and ensures smooth processes.

2. Data where you need it

Call data ends up where it adds value: in the CRM, in the ticket system, in reporting, or in an analytics tool. This creates transparency—and you can immediately see what is happening in customer contact.

3. Consistent documentation

Every call is automatically logged. No forgetting, no “I’ll enter that later.” This keeps your database complete and clean.

4. Seamless integration

Webhooks connect Easy Calling to your existing IT landscape, from HubSpot to Zendesk or Power BI. All tools communicate with each other without complicated interfaces or manual exports.

Notes: Easy Calling offers a call history of up to 6 months and simple analyses (call duration, average waiting time, etc.). However, depending on their needs, companies may require this information in their own systems, which is where webhooks come into play.

Practical examples of everyday use of webhooks

Still can’t quite imagine where webhooks can be used? Here are a few examples from everyday work:

Customer service

A customer calls the hotline. The begin webhook immediately sends all data to your CRM. After the call, the end webhook transfers the call duration and topic to the reporting system.

The result: Faster response times, complete history, satisfied customers.

Marketing/sales

A prospective customer calls after a marketing campaign. The webhook assigns the call directly to the right campaign in the CRM. After the call, a follow-up email is automatically sent. The result: no leads are lost, every conversion is measurable.

Customer surveys can also be sent automatically thanks to webhooks.

Or you can build a cross-channel experience for your customers in which a call triggers further actions:

• SMS with a link to book an appointment
• WhatsApp message with additional information
• E-mail with further offers

This keeps the contact active – and your marketing measurably successful.

Reporting & Controlling

An end webhook transmits call data in real time to Power BI or Looker Studio. If the reporting & controlling functions already integrated in Easy Calling (live dashboard, call duration, etc.) are not enough for you, webhooks can transmit additional call data.

The result: Full transparency about your team’s availability and performance.

Internal notifications

A webhook can trigger a message in Microsoft Teams, Slack, or via email when a call is initiated, for example, “New call in support queue.” This is ideal when certain people need to be informed immediately. The live dashboard in Easy Calling already provides a great overview of the individual call queues, but if you need additional notifications, webhooks are a great solution.

Security & best practices when using webhooks

Here are a few important tips on security when using webhooks and best practices:

• Webhooks should always be sent via HTTPS to keep the data encrypted.
• Secure your endpoints with API keys or signatures to prevent unauthorized access.
• In addition, the receiving system should be able to handle the expected traffic, especially when many calls are running in parallel.

Conclusion: Small setting, big effect – automate processes and gain important insights with webhooks

Webhooks are inconspicuous but powerful. In Easy Calling, you can activate them with just a few clicks – at the beginning and end of each call. This allows you to link telephony, CRM, marketing, and reporting into one seamless system. Every call becomes a data point, every interaction an opportunity. If you want to get the most out of Easy Calling, you should set up your webhooks and let your systems work for you.

Try Easy Calling free for 30 days.

PS: Easy Calling can do much more than webhooks. The add-on transforms Microsoft Teams into an efficient contact center. Learn more about the features of Easy Calling.