Integrations

User can create custom integrations to connect Callab AI with external systems. Integrations automate workflows between calls and third-party platforms.

Integrations are advanced workflows that execute automatically based on call events. Different from webhooks which send data to a single endpoint.

What are Integrations?

Integrations allow user to:

Connect to external APIs
Trigger multi-step workflows
Transform and route data
Integrate with CRM, calendar, email
Automate business processes
Build custom logic flows

Use Cases:

Update CRM after calls
Send emails to leads
Create calendar appointments
Post to Slack/Teams
Update databases
Trigger marketing automation
Sync with helpdesk systems

Integrations vs Webhooks

Webhooks:

Simple POST request
Single endpoint
One-way data send
User handles all logic
Good for simple cases

Integrations:

Multi-step workflows
Multiple actions
Built-in transformations
No-code logic builder
Good for complex automation

Create Integration

User can create integration:

Navigate to Integrations section
Click “Create Integration” button
Configure integration steps

Step 1: Integration Configuration

Integrations > new integration > step 1 > section 1

User must configure integration basics: Integration Name:

Enter descriptive name
Example: “Update CRM on Call End”
Example: “Send Welcome Email”
Example: “Create Support Ticket”
Helps identify integration

Trigger Event: Integrations > new integration > step 1 > section 2

User selects which event triggers integration: Call Started:

Fires when call begins
Use for: Call notifications, live updates
Available data: Caller info, agent info

Call Answered:

Fires when contact answers
Use for: Answer tracking, real-time alerts
Available data: Call start time, caller info

Call Ended:

Fires when call completes (most common)
Use for: CRM updates, follow-ups
Available data: Full call details, outcomes

Call Outcome Extracted:

Fires when outcomes processed
Use for: Data routing, conditional logic
Available data: Extracted outcomes, transcript

Voicemail Detected:

Fires when voicemail detected
Use for: Voicemail notifications
Available data: Voicemail status

Transfer Completed:

Fires when call transferred
Use for: Transfer tracking
Available data: Transfer details

Filter Conditions: Integrations > new integration > step 1 > section 3

User can filter which calls trigger integration: By Campaign:

Select specific campaigns
Example: Only “Sales Outbound”
Narrows trigger scope

By Agent:

Select specific agents
Example: Only “Support Agent”
Filters by agent type

By Outcome:

Filter by call outcomes
Example: Only if interested == true
Conditional execution

By Call Duration:

Filter by call length
Example: Only calls > 60 seconds
Excludes short/dropped calls

By Phone Number:

Filter by caller/recipient number
Example: Only specific area codes
Geographic filtering

Filter Example:

Trigger: Call Ended
Campaign: Sales Outbound Q1
Outcome Condition: interested == true
Minimum Duration: 120 seconds

Click “Next” to configure actions.

Step 2: Add Actions

Integrations > new integration > step 2 > section 1

User must add actions to execute: Action Types: HTTP Request:

Call external API
POST/GET/PUT/DELETE
Send data to any endpoint
Most flexible option

Email:

Send email notification
To customer or team
Use templates
Include call data

Slack:

Post message to Slack
Specific channel
Rich formatting
Team notifications

CRM Integration:

Update Salesforce
Update HubSpot
Create/update records
Sync call data

Calendar:

Create calendar event
Update appointment
Send invites
Book meetings

Database:

Insert record
Update record
Query data
Store call info

Conditional Logic:

If/then/else branches
Multiple conditions
Different actions per outcome
Complex workflows

Configure Action: HTTP Request

Integrations > new integration > step 2 > section 2

User configures HTTP request action: Request URL:

Enter endpoint URL
Example: https://api.crm.com/leads
Must be valid URL
HTTPS recommended

HTTP Method:

GET: Retrieve data
POST: Create resource (most common)
PUT: Update resource
DELETE: Remove resource
PATCH: Partial update

Headers:

Add HTTP headers
Authorization tokens
Content-Type
Custom headers

Headers Example:

Authorization: Bearer sk_abc123xyz
Content-Type: application/json
X-API-Key: your_api_key

Request Body: User can build request body with call data: Available Variables:

{{call_id}} - Unique call ID
{{caller_number}} - Caller phone number
{{duration}} - Call duration (seconds)
{{timestamp}} - Call timestamp
{{agent_name}} - Agent name
{{campaign_name}} - Campaign name
{{transcript}} - Call transcript
{{recording_url}} - Recording URL
{{outcome.field_name}} - Extracted outcomes
{{contact.field_name}} - Contact data

Body Template Example:

{
  "phone": "{{caller_number}}",
  "call_duration": {{duration}},
  "interested": {{outcome.interested}},
  "notes": "{{outcome.notes}}",
  "source": "Callab AI - {{campaign_name}}",
  "call_recording": "{{recording_url}}"
}

Response Handling:

Save response data
Use in subsequent actions
Error handling
Retry logic

Add Multiple Actions

Integrations > new integration > step 2 > add new step section 1

User can add multiple sequential actions: Click “Add Action”:

Add another action
Executes after previous
Can use previous response data
Build complex workflows

Action Sequence Example:

Action 1: HTTP Request to CRM
  → Save response as {{lead_id}}

Action 2: Send Email
  → To: {{contact.email}}
  → Subject: "Follow-up from Call"
  → Body: Include {{lead_id}}

Action 3: Post to Slack
  → Channel: #sales
  → Message: "New lead {{lead_id}} created"

Conditional Actions

Integrations > new integration > step 2 > add new step section 2

User can add conditional logic: If/Then/Else Branches: Condition:

Check outcome value
Example: outcome.interested == true
Example: duration > 180
Example: outcome.appointment_booked == true

Then Actions:

Execute if condition true
Example: Send to sales team
Can have multiple actions

Else Actions:

Execute if condition false
Example: Add to nurture campaign
Optional branch

Conditional Example:

IF outcome.interested == true
THEN:
  - HTTP Request: Create lead in CRM
  - Email: Send to sales team
  - Slack: Post to #hot-leads
ELSE:
  - HTTP Request: Add to nurture list
  - Email: Send thank you note

Multiple Conditions:

AND logic: All must be true
OR logic: Any can be true
Nested conditions
Complex decision trees

Click “Next” to review.

Step 3: Review and Test

User reviews integration configuration: Review Summary:

Integration name
Trigger event
Filter conditions
All actions listed
Action sequence

Test Integration:

Click “Test” button
Uses sample data
Executes all actions
Shows results
Verifies connectivity

Test Results:

Each action status
HTTP response codes
Error messages (if any)
Execution time
Success/failure indicators

Save Integration:

Click “Create” to save
Integration activates immediately
Triggers on matching calls
Logs all executions

Integration Examples

Example 1: CRM Lead Creation

Goal: Create lead in CRM when interested prospect calls Configuration:

Name: Create CRM Lead - Interested Callers
Trigger: Call Ended
Filters:
  - Campaign: Sales Outbound
  - Outcome: interested == true
  - Duration: > 60 seconds

Actions:
1. HTTP Request to CRM
   URL: https://api.crm.com/leads
   Method: POST
   Headers:
     Authorization: Bearer {{api_key}}
   Body:
     {
       "first_name": "{{contact.first_name}}",
       "last_name": "{{contact.last_name}}",
       "phone": "{{caller_number}}",
       "company": "{{contact.company}}",
       "source": "AI Sales Call",
       "interest_level": "{{outcome.interest_level}}",
       "notes": "{{outcome.notes}}",
       "call_recording": "{{recording_url}}"
     }

2. Send Email to Sales
   To: sales@company.com
   Subject: New Hot Lead from AI Call
   Body: Lead {{contact.first_name}} showed interest...

3. Post to Slack
   Channel: #sales-leads
   Message: 🔥 New lead: {{contact.first_name}} from {{contact.company}}

Example 2: Appointment Booking

Goal: Create calendar event when appointment booked Configuration:

Name: Book Calendar Appointment
Trigger: Call Outcome Extracted
Filters:
  - Outcome: appointment_booked == true

Actions:
1. HTTP Request to Calendar API
   URL: https://api.calendar.com/events
   Method: POST
   Body:
     {
       "title": "Meeting with {{contact.first_name}} {{contact.last_name}}",
       "date": "{{outcome.appointment_date}}",
       "time": "{{outcome.appointment_time}}",
       "attendees": ["{{contact.email}}"],
       "notes": "{{outcome.meeting_notes}}"
     }

2. Send Email Confirmation
   To: {{contact.email}}
   Subject: Appointment Confirmed
   Body: Your appointment is confirmed for {{outcome.appointment_date}}...

3. HTTP Request to CRM
   URL: https://api.crm.com/contacts/{{contact.id}}/update
   Method: PUT
   Body:
     {
       "next_appointment": "{{outcome.appointment_date}}",
       "status": "appointment_scheduled"
     }

Example 3: Support Ticket Creation

Goal: Create support ticket for issues reported during call Configuration:

Name: Create Support Ticket
Trigger: Call Ended
Filters:
  - Campaign: Customer Support
  - Outcome: issue_reported == true

Actions:
1. HTTP Request to Helpdesk
   URL: https://api.helpdesk.com/tickets
   Method: POST
   Body:
     {
       "customer_phone": "{{caller_number}}",
       "customer_name": "{{contact.first_name}} {{contact.last_name}}",
       "issue_type": "{{outcome.issue_type}}",
       "priority": "{{outcome.priority}}",
       "description": "{{outcome.issue_description}}",
       "call_transcript": "{{transcript}}",
       "recording_url": "{{recording_url}}"
     }

2. IF outcome.priority == "high"
   THEN:
     - Send Email to Manager
     - Post to Slack #urgent-support
   ELSE:
     - Add to regular queue

Example 4: Multi-Step Sales Workflow

Goal: Complex workflow with multiple systems Configuration:

Name: Complete Sales Workflow
Trigger: Call Ended
Filters:
  - Campaign: Sales Outbound
  - Duration: > 90 seconds

Actions:
1. HTTP Request: Check if lead exists in CRM
   URL: `https://api.crm.com/leads/search?phone={{caller_number}}`
   Method: GET
   Save response as: `{{existing_lead}}`

2. IF `{{existing_lead}}` exists
   THEN:
     - Update existing lead
     - Add call notes
     - Update status
   ELSE:
     - Create new lead
     - Set source as AI call

3. IF `outcome.interested == true`
   THEN:
     - Assign to sales rep
     - Create follow-up task
     - Send internal notification
     - Add to hot leads list

4. IF `outcome.appointment_booked == true`
   THEN:
     - Create calendar event
     - Send confirmation email
     - Add to upcoming meetings
     - Notify assigned rep

5. Always:
   - Log call to database
   - Update analytics
   - Send summary email to team

Managing Integrations

View Integrations:

Navigate to Integrations section
See all active integrations
Filter by trigger event
Search by name

Edit Integration:

Click integration name
Modify any settings
Update actions
Change conditions
Save changes

Enable/Disable:

Toggle integration on/off
Keeps configuration
Stops execution
Can re-enable anytime

Delete Integration:

Permanently removes
Cannot be undone
Execution logs preserved

Duplicate Integration:

Copy existing integration
Modify for new use case
Saves configuration time

Integration Logs

User can view execution logs: Log Information:

Timestamp of execution
Trigger event details
Call information
Each action result
Success/failure status
Error messages
Execution time
Response data

Filter Logs:

By integration
By status (success/failed)
By date range
By campaign

Debug Failed Integrations:

View error details
Check request/response
Identify issues
Test fixes

Variables Reference

Call Variables:

{{call_id}} - Unique call identifier
{{caller_number}} - Caller phone number
{{recipient_number}} - Recipient phone number
{{duration}} - Call duration in seconds
{{timestamp}} - ISO 8601 timestamp
{{call_status}} - answered/no-answer/voicemail
{{recording_url}} - Call recording URL
{{transcript}} - Full call transcript

Agent Variables:

{{agent_id}} - Agent identifier
{{agent_name}} - Agent name
{{agent_language}} - Agent language

Campaign Variables:

{{campaign_id}} - Campaign identifier
{{campaign_name}} - Campaign name
{{campaign_type}} - inbound/outbound

Contact Variables:

{{contact.first_name}} - Contact first name
{{contact.last_name}} - Contact last name
{{contact.email}} - Contact email
{{contact.company}} - Contact company
{{contact.*}} - Any custom contact field

Outcome Variables:

{{outcome.field_name}} - Any extracted outcome
Example: {{outcome.interested}}
Example: {{outcome.appointment_date}}
Example: {{outcome.notes}}

Dynamic Variables:

{{variable_name}} - Agent dynamic variables
Populated from contact mapping
Used during call

System Variables:

{{workspace_id}} - Workspace identifier
{{workspace_name}} - Workspace name
{{execution_id}} - Integration execution ID

Best Practices

Integration Design:

Keep integrations focused
One clear purpose per integration
Use descriptive names
Document complex logic
Test thoroughly

Error Handling:

Add retry logic for failures
Handle API errors gracefully
Log all errors
Set up error notifications
Monitor execution logs

Performance:

Minimize API calls
Use batch operations when possible
Avoid long-running actions
Optimize request payloads
Cache data when appropriate

Security:

Use HTTPS for all requests
Store API keys securely
Rotate credentials regularly
Follow least privilege principle
Audit integration access

Maintenance:

Review logs regularly
Monitor success rates
Update API endpoints as needed
Test after changes
Keep documentation current

Troubleshooting

Integration not triggering: Action failing: Variables not populating: Slow execution:

Advanced Topics

Transformations:

Format data before sending
Convert timestamps
Calculate values
String manipulations
Data mapping

Loops:

Iterate over arrays
Process multiple items
Batch operations
Repeat actions

Error Recovery:

Automatic retries
Fallback actions
Error notifications
Graceful degradation

Rate Limiting:

Respect API limits
Queue actions
Throttle requests
Batch when possible

Testing:

Use test mode
Sample data testing
Dry run executions
Validate before production

Integration Templates

Callab provides pre-built templates: CRM Templates:

Salesforce lead creation
HubSpot contact update
Pipedrive deal creation

Communication Templates:

Slack notifications
Email workflows
SMS follow-ups

Calendar Templates:

Google Calendar booking
Outlook appointment
Calendly integration

Custom Templates:

Save your integrations as templates
Share with team
Reuse across workspaces

Next Steps

After creating integration:

Test thoroughly - Verify all actions work
Monitor logs - Check execution success
Optimize performance - Improve speed
Document workflow - Record integration purpose
Train team - Ensure team understands flow

Setup Inbound Agent - Configure inbound campaigns
Setup Outbound Agent - Configure outbound campaigns
Webhooks Documentation - Simple webhook setup
API Reference - Callab API details

Start with simple integrations (single HTTP request) before building complex multi-step workflows. Test each action independently first.

Rate Limits:Integrations execute in real-time during calls. Ensure external APIs can handle your call volume. Add error handling for rate limit errors.

Getting Started

Build

Test

Deploy

Billing and Support

Legal

What are Integrations?

Integrations vs Webhooks

Create Integration

Step 1: Integration Configuration

Step 2: Add Actions

Configure Action: HTTP Request

Add Multiple Actions

Conditional Actions

Step 3: Review and Test

Integration Examples

Example 1: CRM Lead Creation

Example 2: Appointment Booking

Example 3: Support Ticket Creation

Example 4: Multi-Step Sales Workflow

Managing Integrations

Integration Logs

Variables Reference

Best Practices

Troubleshooting

Advanced Topics

Integration Templates

Next Steps

Getting Started

Build

Test

Deploy

Billing and Support

Legal

Documentation Index

​What are Integrations?

​Integrations vs Webhooks

​Create Integration

​Step 1: Integration Configuration

​Step 2: Add Actions

​Configure Action: HTTP Request

​Add Multiple Actions

​Conditional Actions

​Step 3: Review and Test

​Integration Examples

​Example 1: CRM Lead Creation

​Example 2: Appointment Booking

​Example 3: Support Ticket Creation

​Example 4: Multi-Step Sales Workflow

​Managing Integrations

​Integration Logs

​Variables Reference

​Best Practices

​Troubleshooting

​Advanced Topics

​Integration Templates

​Next Steps

​Related Documentation

What are Integrations?

Integrations vs Webhooks

Create Integration

Step 1: Integration Configuration

Step 2: Add Actions

Configure Action: HTTP Request

Add Multiple Actions

Conditional Actions

Step 3: Review and Test

Integration Examples

Example 1: CRM Lead Creation

Example 2: Appointment Booking

Example 3: Support Ticket Creation

Example 4: Multi-Step Sales Workflow

Managing Integrations

Integration Logs

Variables Reference

Best Practices

Troubleshooting

Advanced Topics

Integration Templates

Next Steps

Related Documentation