Dial Session Contact Displayed Webhook

Summary:

This training explains how to use the "Contact Displayed" web hook in PhoneBurner to trigger external automation whenever a contact record is loaded during a dial session. This is especially useful when using the Pause and Preview dialer mode, where users review a contact before deciding to call. The video demonstrates how to configure this web hook by entering a target URL in PhoneBurner’s integrations settings. Using Zapier as an example, the trainer sets up a catch hook to log displayed contacts in a Google Sheet. This setup allows admins to capture contact data instantly upon display without initiating a call—ideal for CRMs or workflows that need immediate access to contact information when it appears in a dial session.

Tags:

web hooks, contact displayed, PhoneBurner integration, pause and preview, CRM automation, outbound calling, Zapier, Google Sheets, API integration, contact tracking

Cleaned-up Transcript:

When you and your team are using PhoneBurner to increase the efficiency of your outbound calling, you may occasionally want to slow things down. You might not always want to power through calls at high speed—you may want time to prepare for a conversation, especially for follow-up calls. That’s where the Pause and Preview feature comes in. It allows you to view a contact record before initiating the call, and even skip it if necessary.

In these situations, you may also want to trigger a web hook the moment a contact is displayed on the screen, not when a call starts. That’s what we’re covering in this training.

PhoneBurner offers a web hook option called Contact Displayed, which sends contact data to a specified URL as soon as a record is loaded during a dial session. This is ideal for Pause and Preview sessions or for contacts with multiple phone numbers where you only want the trigger to occur when the record is displayed—not with every call attempt.

To configure this:

1. Click your initials in the upper-right corner of your PhoneBurner account.
2. Navigate to Integrations.
3. On the left-hand menu, click Web Hooks.
4. Locate the option called Contact Displayed.
5. Paste in the URL where you want to send contact details when a contact is displayed. Save your changes.

Let’s put this into practice using Zapier. (Keep in mind, you can use any system that accepts web hooks—not just Zapier.)

1. In Zapier, create a new Zap and name it something like Contact Displayed.
2. Set the trigger as Webhooks by Zapier, and choose the Catch Hook option.
3. Continue without setting a “Child Key.”
4. Copy the custom webhook URL Zapier provides and paste it into the Contact Displayed field in PhoneBurner. Save it.

Now, go back to PhoneBurner:

1. Select some contacts and start a dial session.
2. Set your dialer mode to Pause and Preview.
3. Click Start Dialing—this loads the first contact record on the screen without initiating a call.

Back in Zapier, test the trigger. You’ll see a payload with contact details. This includes the PhoneBurner contact ID, the external CRM ID, and any additional custom data associated with the contact. This is particularly helpful if you're using our API to launch dial sessions from another CRM.

Now let’s do something with this data. In this case, we’ll log the information to a Google Sheet:

1. Choose Google Sheets as the action.
2. Select “Create Spreadsheet Row” and point it to a tab called Contact Load.
3. Map the fields—Contact ID and External CRM ID—from the payload.
4. Test the Zap and publish it.

Let’s go back to PhoneBurner and move to the next contact in our dial session. Each time a contact is loaded, that data is automatically sent to Zapier and logged in the Google Sheet.

Try it again—click Next Contact—and you'll see a new entry populate in the sheet within a few seconds.

There’s a lot you can do with this data depending on your workflow. This is just a simple example to show how easy it is to trigger a web hook anytime a contact is loaded in a PhoneBurner dial session.

Thanks for watching. I hope this helps you and your organization get the most out of the PhoneBurner system. Happy dialing!