Import webhooks

For Retell & Vapi agents, call transcripts are imported into ChatDash in real time utilizing webhooks.

Last updated 5 months ago

Changes to your agent configuration

When adding your agent on ChatDash, the webhook associated with your agent is automatically updated with the ChatDash import webhook URL structured like this:

https://api.chat-dash.com/v1/private/agents/:agentId/import/webhook

Where agentId is the unique identifier specific to the agent being created on ChatDash.

You can find the agent’s webhook configuration as follows:

How the existing webhook is handled

When ChatDash updates the agent configuration on the agent platform (Retell/Vapi) with the import webhook, if there is an existing webhook attached to the agent (such as a make or n8n webhook), it is saved as a Forwarding Webhook URL and attached to the added agent on ChatDash. Whenever a webhook event is received by ChatDash, the event payloads are forwarded to the Forwarding Webhook URLs without modification.rec

Forwarding Webhook URLs can be edited in the Agent Settings → Overview menu once the agent has been created.

How it all works

Once the webhook is configured correctly, ChatDash will receive webhook events sent from Retell/Vapi for the agent.

Specifically, ChatDash listens for these events in order to sync call transcripts into the dashboard:

  • Retell - call_analyzed

  • Vapi - end-of-call-report

If there are any Forwarding Webhook URLs configured for the agent, all webhook events received are directly forwarded to each of the URLs

Webhook logs

You can view logs of webhook events received and processed by ChatDash webhooks that have been configured.

  • Event - The exact webhook event name coming from Retell/Vapi. The key “import events” when the calls are imported into ChatDash are highlighted green.

  • Import Result - For relevant events, whether or not the system successfully imported in the call.

  • Forwarding Result - If forwarding webhook URLs are configured, whether or not the ChatDash server was able to forward the webhook event to the URL.

  • Platform Call ID - The Retell/Vapi call ID to help cross-reference and troubleshoot.

  • Timestamp - The time at which the webhook event was received.

You can also view two KPIs for the selected time range:

  • Import Success Rate - The percentage of conversations successfully imported into ChatDash via the webhook.

  • Conversations Recovered with Backfill - The number of conversations missed by the webhook, but successfully recovered and imported into ChatDash via the backfill importer.

There is a 2-week retention period for all webhook logs.

Backfill Importer

The backfill importer is a system that periodically checks and imports in new conversations via Retell/Vapi’s API.

For any reason, if webhook events were not received by the ChatDash webhook, resulting in gaps in the conversations data for an agent, the backfill importer ensures these conversations are caught and imported.

Troubleshooting

If you are not seeing new calls being synced into the dashboard, check the following:

  1. The correct ChatDash webhook is attached to the agent — The webhook for the agent can be found in the Edit Agent menu. Double check the webhook is attached to the agent on your Retell/Vapi and that the agentId in the URL matches the ID of the agent added on ChatDash.

  2. The relevant webhook event is enabled for the agent:

    • Retell - Go to Call History > Detail Logs for a recent call for the agent and check for a log that says Webhook triggered for call_analyzed

    • Vapi - Go to Assistant Settings > Advanced > Messaging > Server Messages and check that the end-of-call-report is enabled