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Pre-Call Webhook

Overview​

Vatel provides a pre-call webhook that is triggered before the agent begins speaking. This webhook is a simple API URL that you control, allowing you to run business logic such as CRM lookups, routing decisions, or personalization.

You can optionally return a special JSON structure to override the first message spoken by the agent.

How the Pre-Call Webhook Works​

1. Vatel Sends a Request​

When a session or call begins, Vatel sends an HTTP GET request to your configured pre-call webhook URL.

2. Your Server Returns a Response​

To override the agent’s first message, respond with:

{
    "system_overrides": {
        "first_message": "Message here"
    }
}

If you do not want to override anything, you can simply return nothing or an empty object:

{}

Example Override​

{
    "system_overrides": {
        "first_message": "Bonjour, comment puis-je vous aider aujourd’hui?"
    }
}

Notes​

  • The override changes only the first message spoken by the agent.
  • Unknown fields in your response are ignored.
  • Your webhook should respond quickly to avoid delaying the greeting.
  • Any additional business logic is fully handled on your server.