Call End/Done Webhook Disposition

Summary:

This video explains how to set up disposition-specific web hooks in PhoneBurner and why they can be more effective than using a general call-end web hook. Applying a web hook at the disposition level (like “Booked Appointment”) allows for more control, such as triggering automations only for specific call outcomes or simplifying setup across team accounts. Unlike general web hooks—which must be applied individually to each team member—disposition-specific web hooks can be shared through master disposition sets, making them ideal for team-wide standardization. The trainer demonstrates how to set up a Zapier web hook, map data to a Google Sheet, and confirms that when a disposition-specific web hook is active, it overrides the general call-end web hook. This ensures only the designated dispositions trigger automations, even across different user accounts.

Tags:

disposition-specific webhook, PhoneBurner integration, call tracking, Zapier, CRM automation, team dialing setup, outbound sales, call logging, shared dispositions, Google Sheets

Cleaned-up Transcript:

Hello there! Thank you for taking a moment to watch this video. In this training, we're continuing our discussion on web hook integrations in PhoneBurner—specifically focusing on disposition-specific web hooks.

Let’s start with why you might want to use disposition-specific web hooks rather than a general “Call End” web hook. If you apply a general call-end web hook, that URL is triggered by every disposition in a dial session. That might not be ideal if you only want to log certain types of calls or trigger specific actions based on outcomes. Also, the general web hook must be applied separately to each team member's account, which can be time-consuming as your team grows.

By contrast, if you apply a web hook directly to a disposition—like “Booked Appointment”—you gain more control and flexibility:

• You can log only the calls that matter.
• You avoid complex filtering in Zapier or your external tools.
• Shared disposition sets can be applied across your team, so you only need to set up the web hook once.

Let’s walk through an example using Zapier.

Step 1: Set Up the Disposition-Specific Web Hook

1. In Zapier, create a new Zap and name it something like Booked Appointment.
2. Set the trigger to Webhooks by Zapier > Catch Hook.
3. Skip the optional steps and copy the generated web hook URL.

In PhoneBurner:

1. Go to Dial Session Settings > Dispositions.
2. Edit the disposition (e.g., “Booked Appointment”) and paste the web hook URL into the Web Hook field.

Step 2: Test It

Start a dial session in PhoneBurner:

1. Select a contact and begin the session.
2. Simulate a live conversation and click Booked Appointment.
3. In Zapier, click Test Trigger—you should see the data come through.

Step 3: Map Data to a Google Sheet

In Zapier:

1. Choose Google Sheets as the action.
2. Select Create Spreadsheet Row.
3. Before continuing, create a new tab in your Google Sheet titled Booked Appointment.
4. Add headers like:
   • Contact Name
   • Caller Name
   • Phone Number
   • Contact ID
   • Result
   • Call Duration
   • Connected
   • Call Recording
5. Map the corresponding fields from the web hook data.
6. Run a test to confirm it logs correctly.
7. Publish the Zap.

Additional Notes:

• When you assign a web hook to a disposition, that web hook will override the general call-end web hook. So if you want data to go to multiple destinations, you’ll need to handle that in your Zap setup.
• For team-wide use: If you create shared disposition sets at the admin level and assign them to your team, all users will automatically trigger the designated web hooks without needing to configure anything in their personal accounts.

As an example, we logged into another team member’s account (Heather), started a dial session, and used the “Booked Appointment” disposition. Without any individual webhook settings in her account, the activity was logged via the shared disposition’s webhook—automatically and correctly, with her name listed as the agent.

And that’s it! Disposition-specific web hooks are a powerful way to streamline team-wide automation, reduce setup time, and ensure only relevant calls trigger follow-up actions.

Thanks again for watching. I hope this helps your team get more done in less time using the power of PhoneBurner. Happy dialing!