Queues webhooks
Track every stage of a caller's wait in your call queue, from joining the queue to being answered or giving up.
Where to set it up
- Go to Premium Features > Premium Queues and open the queue you want to edit.
- Open the Alerts & Webhooks tab.
- Under Webhooks, tick Enable webhook delivery.
- Enter your address in Webhook URL. It must start with
https://. - Optional: enter a Webhook secret (up to 64 characters).
- Click Save alerts.
Click Webhook Guide on the same tab for example messages.
Webhooks are independent of Send completion alerts (email and SMS) on the same tab.
Events you will receive
| Event | When it is sent |
|---|---|
queue.started | A call has arrived at the queue. |
queue.entered | The caller joined the queue and is waiting. |
queue.position_announced | The caller was told their position in the queue. |
queue.overflow | The caller waited too long or the queue was full, so the call was sent to your overflow destination. |
queue.answered | A team member answered, confirmed by pressing 1, and was connected to the caller. |
queue.abandoned | The caller hung up before anyone answered. |
queue.completed | The call ended, whether it was answered, overflowed or failed. |
queue.position_announced is only sent when position announcements are turned on for the queue.
Example message
{
"event": "queue.answered",
"account_code": "295327",
"queue_uuid": "550e8400-e29b-41d4-a716-446655440000",
"call_uuid": "550e8400-e29b-41d4-a716-446655440010",
"status": "answered",
"caller_id": "61400111222",
"original_did": "61298786988",
"created_at": "2026-06-07T00:00:48Z",
"data": {
"member_uuid": "550e8400-e29b-41d4-a716-446655440001"
}
}| Field | What it means |
|---|---|
queue_uuid | Which queue handled the call. |
call_uuid | A unique ID for the call. The same ID is used on every event for the call. |
status | Where the call was up to when the event was sent. |
data.member_uuid | On queue.answered, which team member took the call. |
data.status | On queue.completed, the final outcome of the call. |
Security
If you set a secret, each request includes:
X-Crazytel-Signature-256: sha256=<signature>
User-Agent: Crazytel-Queue-Webhook/1.0See Verifying webhook signatures.
Cost
Webhooks and email alerts are included with Queues. SMS alerts are billed per segment.