Understanding Webhooks, Agent Availability, and Call Flow

Webhooks

Webhooks are used to send or receive data between Moja AI and external systems in real time.

They are best used when you need to:

• Send call data to another platform

• Update CRMs

• Trigger automations

• Validate caller information

• Modify revenue or tags dynamically

• Integrate with third-party APIs

Common use cases

• Sending leads into a CRM

• Updating payouts after a call ends

• Blocking or approving calls using external data

• Receiving call events in another platform

Important

Webhooks do not control the actual routing of the call directly.
They are mainly used for integrations, automation, and data handling.

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Agent Availability

Agent Availability is used to determine whether agents are available to receive calls before routing traffic.

This is commonly used in:

• Call centers

• Live transfer campaigns

• Buyer availability checks

• Queue balancing

Common use cases

• Only route calls when agents are online

• Avoid sending calls to unavailable buyers

• Check active agent counts before transferring

• Prevent missed calls during offline hours

Important

Agent Availability focuses on whether someone is ready to take the call not on advanced routing logic or integrations.

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Call Flow

Call Flow controls how the call moves through the system.

This is the routing logic of the campaign.

It determines:

• Where calls go

• In what order targets are dialed

• What happens if a route fails

• IVR behavior

• Conditional routing decisions

Common use cases

• Sequential routing

• IVR menus

• Round robin distribution

• Time-based routing

• Routing by state, caller ID, or tags

• Failover routing

Important

Call Flow is the core call-routing engine inside the campaign.

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Quick Comparison

Feature	Main Purpose	Best For
Webhooks	Data exchange & automation	Integrations, CRM updates, external validation
Agent Availability	Check if agents can take calls	Live transfers & call center traffic
Call Flow	Control call routing logic	Directing and managing call paths

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When Should You Use Each One?

Use Webhooks when:

• You need external integrations

• You want to send or receive data automatically

• You need dynamic updates during or after calls

Use Agent Availability when:

• You only want to route calls to active agents

• You need live availability checks

• You want to reduce missed transfers

Use Call Flow when:

• You need routing logic

• You want IVRs or multi-step routing

• You need advanced call handling decisions