Troubleshooting webhooks

I'm not receiving any webhooks

• Check the webhook is switched on and saved for the right box, group, queue, mailbox, trunk or fax service.
• Check your URL starts with https:// and is reachable from the public internet. Try opening it from a device outside your office network.
• Make sure your server has a valid, trusted SSL certificate. Self-signed certificates will fail.
• Check firewalls or security tools are not blocking incoming requests.
• Recording Box: make sure Alert on recording is turned on. See Recording Box webhooks.
• Voicemail transcripts: make sure transcription is turned on for the mailbox. See Voicemail webhooks.
• Hybrid SIP Trunks: make sure you have selected at least one event, and check the Webhook events tab for errors. See Hybrid SIP Trunk webhooks.
• CrazyFax: new endpoints start switched off. Edit the endpoint and turn on Endpoint Status. If you set a Route Filter, events are only sent for that route. See CrazyFax webhooks.

My signature check always fails

• Make sure you are checking the correct header for the feature. See the header table in Verifying webhook signatures.
• Calculate the signature over the raw body, before your framework parses the JSON.
• Check whether the header includes a sha256= prefix for that feature.
• Make sure the secret in your code matches the one you saved in the portal. If unsure, save a new secret in the portal and update your code.

I'm receiving the same event more than once

This can happen after a retry. Use the event's unique identifiers (for example call_uuid plus event, the Hybrid id, or the CrazyFax X-Fax-Delivery-ID header) to ignore duplicates.

Events are arriving slowly or being retried

Your server may be taking too long to reply. Reply with 200 or 204 straight away, then do any slow processing in the background.

Some messages don't have a caller ID

This is normal. caller_id and original_did are only included when the number is known. Withheld numbers show as Private Number.

Where can I see whether a webhook was sent?

• Hybrid SIP Trunks: the Webhook events tab shows every delivery attempt for 14 days.
• CrazyFax: Delivery & Worker Logs > Webhook Deliveries shows each delivery and whether it succeeded.
• Announcements, IVR, Ring Groups, Queues and AI Bridge: open the call in the call history. Its activity shows when a webhook was queued and sent.