Start Pings: Data appending & ad hoc integrations

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In Retreaver, a ping is a type of webhook that is executed during the call. All other webhooks are executed after call completion. Pings are used to retrieve data about a call from third party systems — this data is applied to the call as tags. Pings can also be used more simply to inform third party systems about calls, without retrieving additional data.

There are three types of pings currently available, each executing at a different point in the call, but functionally equal in every other regard.

Ping Webhook Types

Start - Triggered as soon as the call is received. Native integrations with call start actions are run simultaneously. This ping is typically used to send caller data to a third-party service that will return additional data about the caller.

Selected - Triggered as soon as we've chosen a Call Endpoint (Buyer) to receive the call. This ping is typically used to send data about the caller to the agent interface/CRM of the person who will be taking the call.

Warning

The selected ping may be triggered more than once if you're routing to multiple buyers and the first buyer doesn't answer the call. This may cause data leakage - buyers getting data about a call without accepting it! Use an "answered" ping instead if this is a concern.

Selected pings should only be used when you need to ensure that the buyer's system has been updated before receiving the call.

Answered - Triggered as soon as the call is answered by the Call Endpoint (Buyer). This ping can be used like the selected ping, and is typically used to inform an external system that the call was connected and whom it was connected to.


Receiving data in response to a ping

Method 1: synchronously in the response body

Retreaver automatically parses the response body when executing a ping. If the URL you're pinging returns valid JSON, we'll apply the keys and values of the root JSON object to your call as tags.

Example start ping response

{"first_name": "Jason", "last_name": "Kay", "geo": "us-10101", "age": 23, "gender": "m"}

 In this case, the response is parsed successfully and the call is tagged first_name:Jason, last_name:Kay, geo:us-10101, geo:us-ny, geo:us, age:23, gender:m.

Note

The "geo" tag is treated specially, returning a geo zip code formatted as shown above will cause the caller's location to be overridden with data extrapolated from the provided zip code. In this case, we've added a geo state tag for New York and a geo country tag for USA. This is useful for properly routing callers whose area code doesn't match their physical location.

You can also return multiple values for a tag by setting the value to an array.

{"product_interest": ["mortgage", "insurance"]}

This results in the call being tagged product_interest:mortgage, product_interest:insurance.

Method 2: asynchronously via postback

Webhooks time out after 5 seconds and are ignored, and sometimes data isn't immediately available to be returned. You can use our postback functionality to receive additional data about the caller if your system requires time to process the request.


Adding a ping to a campaign

  1. Edit the Campaign.
  2. Scroll to the Webhooks section and click the green Add button.
  3. Select the Ping from the drop-down menu and enter the details. Use Replacement Tokens to insert tag data into your URL.
  4. Click Update Campaign to save.



For more information about how to use Pings check out:

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