Elite Voice Agents

Tag: Webhooks

Tutorial – How to Use the Inbound Call Webhook & Dynamic Variables in Retell AI!
In “Tutorial – How to Use the Inbound Call Webhook & Dynamic Variables in Retell AI!” Henryk Brzozowski shows how Retell AI now lets you pick which voice agent handles inbound calls so you can adapt behavior by time of day, CRM conditions, country code, state, and other factors. This walkthrough explains why that control matters and how it helps you tailor responses and routing for smoother automation.

The video lays out each step with timestamps—from a brief overview and use-case demo to how the system works, securing the webhook, dynamic variables, and template setup—so you can jump to the segments that matter most to your use case. Follow the practical examples to configure agent selection and integrate the webhook into your workflows with confidence.

Overview of the Inbound Call Webhook in Retell AI

The inbound call webhook in Retell AI is the mechanism by which the platform notifies your systems the moment a call arrives and asks you how to handle it. You use this webhook to decide which voice agent should answer, what behavior that agent should exhibit, and whether to continue, transfer, or terminate the call. Think of it as the handoff point where Retell gives you full control to apply business logic and data-driven routing before the conversation begins.

Purpose and role of the inbound call webhook in Retell AI

The webhook’s purpose is to let you customize call routing and agent behavior dynamically. Instead of relying on a static configuration inside the Retell dashboard, you receive a payload describing the incoming call and any context (CRM metadata, channel, caller ID, etc.), and you respond with the agent choice and instructions. This enables complex, real-time decisions that reflect your business rules, CRM state, and contextual data.

High-level flow from call arrival to agent selection

When a call arrives, Retell invokes your configured webhook with a JSON payload that describes the call. Your endpoint processes that payload, applies your routing logic (time-of-day checks, CRM lookup, geographic rules, etc.), chooses an agent or fallback, and returns a response instructing Retell which voice agent to spin up and which dynamic variables or template to use. Retell then launches the selected agent and begins the voice interaction according to your returned configuration.

How the webhook interacts with voice agents and the Retell platform

Your webhook never has to host the voice agent itself — it simply tells Retell which agent to instantiate and what context to pass to it. The webhook can return agent ID, template ID, dynamic variables, and other metadata. Retell will merge your response with its internal routing logic, instantiate the chosen voice agent, and pass along the variables to shape prompts, tone, and behavior. If your webhook indicates termination or transfer, Retell will act accordingly (end the call, forward it, or hand it to a fallback).

Key terminology: webhook, agent, dynamic variable, payload
- Webhook: an HTTP endpoint you own that Retell calls to request routing instructions for an inbound call.
- Agent: a Retell voice AI persona or model configuration that handles the conversation (prompts, voice, behavior).
- Dynamic variable: a key/value that you pass to agents or templates to customize behavior (for example, greeting text, lead score, timezone).
- Payload: the JSON data Retell sends to your webhook describing the incoming call and associated metadata.
Use Cases and Demo Scenarios

This section shows practical situations where the inbound call webhook and dynamic variables add value. You’ll see how to use real-time context and external data to route calls intelligently.

Common business scenarios where inbound call webhook adds value

You’ll find the webhook useful for support routing, sales qualification, appointment confirmation, fraud prevention, and localized greetings. For example, you can route high-value prospects to senior sales agents, send calls outside business hours to voicemail or an after-hours agent, or present a customized script based on CRM fields like opportunity stage or product interest.

Time-of-day routing example and expected behavior

If a call arrives outside your normal business hours, your webhook can detect the timestamp and return a response that routes the call to an after-hours agent, plays a recorded message, or schedules a callback. Expected behavior: during business hours the call goes to live sales agents; after-hours the caller hears a friendly voice agent that offers call-back options or collects contact info.

CRM-driven routing example using contact and opportunity data

When Retell sends the webhook payload, include or look up the caller’s phone number in your CRM. If the contact has an open opportunity with high value or “hot” status, your webhook can choose a senior or specialized agent and pass dynamic variables like lead score and account name. Expected behavior: high-value leads get premium handling and personalized scripts drawn from your CRM fields.

Geographic routing example using country code and state

You can use the caller’s country code or state to route to local-language agents, region-specific teams, or to apply compliance scripts. For instance, callers from a specific country can be routed to a local agent with the appropriate accent and legal disclosures. Expected behavior: localized greetings, time-sensitive offers, and region-specific compliance statements.

Hybrid scenarios: combining business rules, CRM fields, and time

Most real-world flows combine multiple factors. Your webhook can first check time-of-day, then consult CRM for lead score, and finally apply geographic rules. For example, during peak hours route VIP customers to a senior agent; outside those hours route VIPs to an on-call specialist or schedule a callback. The webhook lets you express these layered rules and return the appropriate agent and variables.

How Retell AI Selects Agents

Understanding agent selection helps you design clear, predictable routing rules.

Agent types and capabilities in Retell AI

Retell supports different kinds of agents: scripted assistants, generative conversational agents, language/localization variants, and specialized bots (support, sales, compliance). Each agent has capabilities like voice selection, prompt templates, memory, and access to dynamic variables. You select the right type based on expected conversation complexity and required integrations.

Decision points that influence agent choice

Key decision points include call context (caller ID, callee number), time-of-day, CRM status (lead score, opportunity stage), geography (country/state), language preference, and business priorities (VIP escalation). Your webhook evaluates these to pick the best agent.

Priority, fallback, and conditional agent selection

You’ll typically implement a priority sequence: try the preferred agent first, then a backup, and finally a fallback agent that handles unexpected cases. Conditionals let you route specific calls (e.g., high-priority clients go to Agent A unless Agent A is busy, then Agent B). In your webhook response you can specify primary and fallback agents and even instruct Retell to try retries or route to voicemail.

How dynamic variables feed into agent selection logic

Dynamic variables carry the decision context: caller language, lead score, account tier, local time, etc. Your webhook either receives these variables in the inbound payload or computes/fetches them from external systems and returns them to Retell. The agent selection logic reads these variables and maps them to agent IDs, templates, and behavior modifiers.

Anatomy of the Inbound Call Webhook Payload

Familiarity with the payload fields ensures you know where to find crucial routing data.

Typical JSON structure received by your webhook endpoint

Retell sends a JSON object that usually includes call identifiers, timestamps, caller and callee info, and metadata. A simplified example looks like: { “call_id”: “abc123”, “timestamp”: “2025-01-01T14:30:00Z”, “caller”: { “number”: “+15551234567”, “name”: null }, “callee”: { “number”: “+15557654321” }, “metadata”: { “crm_contact_id”: “c_789”, “campaign”: “spring_launch” } } You’ll parse this payload to extract the fields you need for routing.

Important fields to read: caller, callee, timestamp, metadata

The caller.number is your primary key for CRM lookups and geolocation. The callee.number tells you which of your numbers was dialed if you own multiple lines. Timestamp is critical for time-based routing. Metadata often contains Retell-forwarded context, like the source campaign or previously stored dynamic variables.

Where dynamic variables appear in the payload

Retell includes dynamic variables under a metadata or dynamic_variables key (naming may vary). These are prepopulated by previous steps in your flow or by the dialing source. Your webhook should inspect these and may augment or override them before returning your response.

Custom metadata and how Retell forwards it

If your telephony provider or CRM adds custom tags, Retell will forward them in metadata. That allows you to carry contextual info — like salesperson ID or campaign tags — from the dialing source through to your routing logic. Use these tags for more nuanced agent selection.

Configuring Your Webhook Endpoint

Practical requirements and response expectations for your endpoint.

Required endpoint characteristics (HTTPS, reachable public URL)

Your endpoint must be a publicly reachable HTTPS URL with a valid certificate. Retell needs to POST data to it in real time, so it must be reachable from the public internet and respond timely. Local testing can be done with tunneling tools, but production endpoints should be resilient and hosted with redundancy.

Expected request headers and content types

Retell will typically send application/json content with headers indicating signature or authentication metadata (for example X-Retell-Signature or X-Retell-Timestamp). Inspect headers for authentication and use standard JSON parsing to handle the body.

How to respond to Retell to continue or terminate flow

Your response instructs Retell what to do next. To continue the flow, return a JSON object that includes the selected agent_id, template_id, and any dynamic_variables you want applied. To terminate or transfer, return an action field indicating termination, voicemail, or transfer target. If you can’t decide, return a fallback agent or an explicit error. Retell expects clear action directives.

Recommended response patterns and status codes

Return HTTP 200 with a well-formed JSON body for successful routing decisions. Use 4xx codes for client-side issues (bad request, unauthorized) and 5xx for server errors. If you return non-2xx, Retell may retry or fall back to default behavior; document and test how your configuration handles retries. Include an action field in the 200 response to avoid ambiguity.

Local development options: tunneling with ngrok and similar tools

For development, use ngrok or similar tunneling services to expose your local server to Retell. That lets you iterate quickly and inspect incoming payloads. Remember to secure your dev endpoint with temporary secrets and disable public tunnels after testing.

Securing the Webhook

Security is essential — you’re handling PII and controlling call routing.

Authentication options: shared secret, HMAC signatures, IP allowlist

Common options include a shared secret used to sign payloads (HMAC), a signature header you validate, and IP allowlists at your firewall to accept requests only from Retell IPs. Use a combination: validate HMAC signatures and maintain an IP allowlist for defense-in-depth.

How to validate the signature and protect against replay attacks

Retell can include a timestamp header and an HMAC signature computed over the body and timestamp. You should compute your own HMAC using the shared secret and compare in constant time. To avoid replay, accept signatures only if the timestamp is within an acceptable window (for example, 60 seconds) and maintain a short-lived nonce cache to detect duplicates.

Transport security: TLS configuration and certificate recommendations

Use strong TLS (currently TLS 1.2 or 1.3) with certificates from a trusted CA. Disable weak ciphers and ensure your server supports OCSP stapling and modern security headers. Regularly test your TLS configuration against best-practice checks.

Rate-limiting, throttling, and handling abusive traffic

Implement rate-limiting to avoid being overwhelmed by bursts or malicious traffic. Return a 429 status for client-side throttling and consider exponential backoff on retries. For abusive traffic, block offending IPs and alert your security team.

Key rotation strategies and secure storage of secrets

Rotate shared secrets on a schedule (for example quarterly) and keep a migration window to support both old and new keys during transition. Store secrets in secure vaults or environment managers rather than code or plaintext. Log and audit key usage where possible.

Dynamic Variables: Concepts and Syntax

Dynamic variables are the glue between your data and agent behavior.

Definition and purpose of dynamic variables in Retell

Dynamic variables are runtime key/value pairs that you pass into templates and agents to customize their prompts, behavior, and decisions. They let you personalize greetings, change script branches, and tailor agent tone without creating separate agent configurations.

Supported variable types and data formats

Retell supports strings, numbers, booleans, timestamps, and nested JSON-like objects for complex data. Use consistent formats (ISO 8601 for timestamps, E.164 for phone numbers) to avoid parsing errors in templates and agent logic.

Variable naming conventions and scoping rules

Use clear, lowercase names with underscores (for example lead_score, caller_country). Keep scope in mind: some variables are global to the call session, while others are template-scoped. Avoid collisions by prefixing custom variables (e.g., crm_lead_score) if Retell reserves common names.

How to reference dynamic variables in templates and routing rules

In templates and routing rules you reference variables using the platform’s placeholder syntax (for example {}). Use variables to customize spoken text, conditional branches, and agent selection logic. Ensure you escape or validate values before injecting them into prompts to avoid unexpected behavior.

Precedence rules when multiple variables overlap

When a variable is defined in multiple places (payload metadata, webhook response, template defaults), Retell typically applies a precedence order: explicit webhook-returned variables override payload-supplied variables, which override template defaults. Understand and test these precedence rules so you know which value wins.

Using Dynamic Variables to Route Calls

Concrete examples of variable-driven routing.

Examples: routing by time of day using variables

Compute local time from timestamp and caller timezone, then set a variable like business_hours = true/false. Use that variable to choose agent A (during hours) or agent B (after hours), and pass a greeting_time variable to the script so the agent can say “Good afternoon” or “Good evening.”

Examples: routing by CRM status or lead score

After receiving the call, do a CRM lookup based on caller number and return variables such as lead_score and opportunity_stage. If lead_score > 80 return agent_id = “senior_sales” and dynamic_variables.crm_lead_score = 95; otherwise return agent_id = “standard_sales.” This direct mapping gives you fine control over escalation.

Examples: routing by caller country code or state

Parse caller.number to extract the country code and set dynamic_variables.caller_country = “US” or dynamic_variables.caller_state = “CA”. Route to a localized agent and pass a template variable to include region-specific compliance text or offers tailored to that geography.

Combining multiple variables to create complex routing rules

Create compound rules like: if business_hours AND lead_score > 70 AND caller_country == “US” route to senior_sales; else if business_hours AND lead_score > 70 route to standard_sales; else route to after_hours_handler. Your webhook evaluates these conditions and returns the corresponding agent and variables.

Fallbacks and default variable values for robust routing

Always provide defaults for critical variables (for example lead_score = 0, caller_country = “UNKNOWN”) so agents can handle missing data. Include fallback agents in your response to ensure calls aren’t dropped if downstream systems fail.

Templates and Setup in Retell AI

Templates translate variables and agent logic into conversational behavior.

How templates use dynamic variables to customize agent behavior

Templates contain prompts with placeholders that get filled by dynamic variables at runtime. For example, a template greeting might read “Hello {}, this is {} calling about your {}.” Variables let one template serve many contexts without duplication.

Creating reusable templates for common call flows

Design templates for common flows like lead qualification, appointment confirmation, and support triage. Keep templates modular and parameterized so you can reuse them across agents and campaigns. This reduces duplication and accelerates iteration.

Configuring agent behavior per template: prompts, voice, tone

Each template can specify the agent prompt, voice selection, speech rate, and tone. Use variables to fine-tune the pitch and script content for different audiences: friendly or formal, sales or support, concise or verbose.

Steps to deploy and test a template in Retell

Create the template, assign it to a test agent, and use staging numbers or ngrok endpoints to simulate inbound calls. Test edge cases (missing variables, long names, unexpected characters) and verify how the agent renders the filled prompts. Iterate until you’re satisfied, then promote the template to production.

Managing templates across environments (dev, staging, prod)

Maintain separate templates or version branches per environment. Use naming conventions and version metadata so you know which template is live where. Automate promotion from staging to production with CI/CD practices when possible, and test rollback procedures.

Conclusion

A concise wrap-up and next steps to get you production-ready.

Recap of key steps to implement inbound call webhook and dynamic variables

To implement this system: expose a secure HTTPS webhook, parse the inbound payload, enrich with CRM and contextual data, evaluate your routing rules, return an agent selection and dynamic variables, and test thoroughly across scenarios. Secure the webhook with signatures and rate-limiting and plan for fallbacks.

Final best practice checklist before going live

Before going live, verify: HTTPS with strong TLS, signature verification implemented, replay protection enabled, fallback agent configured, template defaults set, CRM lookups performant, retry behavior tested, rate limits applied, and monitoring/alerting in place for errors and latency.

Next steps for further customization and optimization

After launch, iterate on prompts and routing logic based on call outcomes and analytics. Add more granular variables (customer lifetime value, product preferences). Introduce A/B testing of templates and collect agent performance metrics to optimize routing. Automate key rotation and integrate monitoring dashboards.

Pointers to Retell AI documentation and community resources

Consult the Retell AI documentation for exact payload formats, header names, and template syntax. Engage with the community and support channels provided by Retell to share patterns, get examples, and learn best practices from other users. These resources will speed your implementation and help you solve edge cases efficiently.

You’re now equipped to design an inbound call webhook that uses dynamic variables to select agents intelligently and securely. Start with simple rules, test thoroughly, and iterate — you’ll be routing calls with precision and personalization in no time.

If you want to implement Chat and Voice Agents into your business to reduce missed calls, book more appointments, save time, and make more revenue, book a discovery call here: https://brand.eliteaienterprises.com/widget/bookings/elite-ai-30-min-demo-call
December 23, 2025
Import Phone Numbers into Vapi from Twilio for AI Automation

You can streamline your AI automation phone setup with a clear step-by-step walkthrough for importing Twilio numbers into Vapi. This guide shows you how to manage international numbers and get reliable calling across the US, Canada, Australia, and Europe.

You’ll be guided through creating a Twilio trial account, handling authentication tokens, and importing numbers into Vapi, plus how to buy trial numbers in Vapi for outbound calls. The process also covers setting up European numbers and the documentation required for compliance, along with geographic permissions for outbound dialing.

Overview of Vapi and Twilio for AI Automation

You are looking to combine Vapi and Twilio to build conversational AI and voice automation systems; this overview gives you the high-level view so you can see why the integration matters. Twilio is a mature cloud communications platform that provides telephony APIs, SIP trunking, and global phone number inventory; Vapi is positioned as an AI orchestration and telephony-first platform that focuses on routing, AI agent integration, and simplified number management for voice-first automation. Together they let you own the telephony layer while orchestrating AI-driven conversations, routing, and analytics.

Purpose of integrating Vapi and Twilio for conversational AI and voice automation

You integrate Vapi and Twilio so you can leverage Twilio’s global phone number reach and telephony reliability while using Vapi’s AI orchestration, call logic templates, and project-level routing. This setup lets your AI agents answer inbound calls, run IVR and NLU flows, execute outbound campaigns, and hand off to humans when needed — all with centralized control over voice policies, call recording, and AI model selection.

Key capabilities each platform provides (call routing, SIP, telephony APIs, AI orchestration)

You’ll rely on Twilio for telephony primitives: phone numbers, SIP trunks, PSTN interconnects, media streams, and robust REST APIs. Twilio handles low-level telephony and regulatory relationships. Vapi complements that with AI orchestration: attaching conversational flows, managing agent models, intelligent routing rules, multi-language handling, and templates that tie phone numbers to AI behaviors. Vapi also provides project scoping, environment separation (dev/staging/prod), and easier UI-driven attachment of call flows.

Typical use cases: IVR, outbound campaigns, virtual agents, multilingual support

You will commonly use this integration for IVR systems that route by intent, AI-driven virtual agents that handle natural conversations, large-scale outbound campaigns for reminders or surveys, and multilingual support where language detection and model selection happen dynamically. It’s also useful for toll-free help lines, appointment scheduling, and hybrid human-AI handoffs where an agent escalates to a human operator.

Supported geographic regions and phone number types relevant to AI deployments

You should plan deployments around supported regions: Twilio covers a wide set of countries, and Vapi can import and manage numbers from regions Twilio supports. Important number types include local, mobile, national, and toll-free numbers. Note that EU countries and some regulated regions require documentation and different provisioning timelines; North America, Australia, and some APAC regions are generally faster to provision and test for AI voice workloads.

Prerequisites and Account Setup

You’ll need to prepare accounts, permissions, and financial arrangements before moving numbers and running production traffic.

Choosing between Twilio trial and paid account: limits and implications

If you’re experimenting, a Twilio trial account is fine initially, but you’ll face restrictions: outbound calls are limited to verified numbers, messages and calls carry trial prefixes or confirmations, and some API features are constrained. For production or full exports of number inventories, a paid Twilio account is recommended so you avoid verification restrictions and gain full telephony capabilities, higher rate limits, and the ability to port numbers.

Setting up a Vapi account and project structure for AI automation

When you create a Vapi account, define projects and environments (for example: dev, staging, prod). Each project should map to a logical product line or regional operation. Environments let you test call flows and AI agents without impacting production. Create a naming convention for projects and resources so you can easily assign numbers, AI agents, and routing policies later.

Required permissions and roles in Twilio and Vapi (admin, API access)

You need admin or billing access in both platforms to buy/port numbers and create API keys. Create least-privilege API keys: one set for listing and exporting numbers, another for provisioning within Vapi. In Twilio, ensure you can create API Keys and access the Console. In Vapi, make sure you have roles that permit number imports, routing policy changes, and webhook configuration.

Billing and payment considerations for buying and porting numbers

You must enable billing and add a payment method on both platforms if you will purchase, port, or renew numbers. Factor recurring costs for number rental, per-minute usage, and AI processing. Porting fees and local operator charges vary by country; budget for verification documents that might carry administrative fees.

Checking regional availability and regulatory restrictions before proceeding

Before you buy or port, check which countries require KYC, proof of address, or documented use cases for virtual numbers. Some countries restrict outbound robocalls or have emergency-calling requirements. Confirm that the number types you need (e.g., toll-free or mobile) are available for the destination region and that your intended use complies with local telephony rules.

Preparing Twilio for Number Export

To smoothly export numbers, gather metadata and create stable credentials.

Locating and listing phone numbers in the Twilio Console

Start by visiting the Twilio Console’s phone numbers section and list all numbers across your account and subaccounts. You’ll want to export the inventory to a file so you can map them into Vapi. Note friendly names and any custom voice/webhook URLs currently attached.

Understanding phone number metadata: SID, country, capabilities, type

Every Twilio number has metadata you must preserve: the Phone Number in E.164 format, the unique SID, country and region, capabilities flag (voice, SMS, MMS), the number type (local, mobile, toll-free), and any configured webhooks or SIP addresses. Capture these fields because they are essential for correct routing and capability mapping in Vapi.

Creating API credentials and keys in Twilio (Account SID, Auth Token, API Keys)

Generate API credentials: your Account SID and Auth Token for account-level access and create API Keys for scoped programmatic operations. Use API Keys for automation and rotate them periodically. Keep the master Auth Token secure and avoid embedding it in scripts without proper secret management.

Identifying trial-account restrictions: outbound destinations, verified caller IDs, usage caps

If you’re on a trial account, remember that outbound calls and messages are limited to verified recipient numbers, and messages may include trial disclaimers. Also, rate limits and spending caps may be enforced. These restrictions will affect your ability to test large-scale outbound campaigns and can prevent certain automated exports unless you upgrade.

Organizing numbers by project, subaccount, or tagging for easier export

Use Twilio subaccounts or your own tagging/naming conventions to group numbers by project, region, or environment. Subaccounts make it simpler to bulk-export a specific subset. If you can’t use subaccounts, create a CSV that includes a project tag column to map numbers into Vapi projects later.

Exporting Phone Numbers from Twilio

You can export manually via the Console or automate extraction using Twilio’s REST API.

Export methods: manual console export versus automated REST API extraction

For a one-off, you can copy numbers from the Console. For recurring or large inventories, use the REST API to programmatically list numbers and write them into CSV or JSON. Automation prevents manual errors and makes it easy to keep Vapi in sync.

REST API endpoints and parameters to list and filter phone numbers

Use Twilio’s IncomingPhoneNumbers endpoint to list numbers (for example, GET /2010-04-01/Accounts//IncomingPhoneNumbers.json). You can filter by phone number, country, type, or subaccount. For subaccounts, iterate over each subaccount SID and call the same endpoint. Include page size and pagination handling when you have many numbers.

Recommended CSV/JSON formats and the required fields for Vapi import

Prepare a standardized CSV or JSON with these recommended fields: phone_number (E.164), twilio_sid, friendly_name, country, region/state, capabilities (comma-separated: voice,sms), number_type (local,tollfree,mobile), voice_webhook (if present), sms_webhook, subaccount (if applicable), and tags/project. Vapi typically needs phone_number, country, and capabilities at minimum.

Filtering by capability (voice/SMS), region, or number type to limit exports

When exporting, filter to only the numbers you plan to import to Vapi: voice-capable numbers for voice AI, SMS-capable for messaging AI. Also filter by region if you’re deploying regionally segmented AI agents to reduce import noise and simplify verification.

Handling Twilio subaccounts and aggregating exports into a single import file

If you use Twilio subaccounts, call the listing endpoint for each subaccount and consolidate results into a single file. Include a subaccount column to preserve ownership context. Deduplicate numbers after aggregation and ensure the import file has consistent schemas for Vapi ingestion.

Securing Credentials and Compliance Considerations

Protect keys, respect privacy laws, and follow best practices for secure handling.

Secure storage best practices for Account SID, Auth Token, and API keys

You should store Account SIDs, Auth Tokens, and API keys in a secure secret store or vault. Avoid checking them into source control or sending them in email. Use environment variables in production containers with restricted access and audit logging.

Credential rotation and least-privilege API key usage

Rotate your credentials regularly and create API keys with the minimum permissions required. For example, generate a read-only key for listing numbers and a constrained provisioning key for imports. Revoke any unused keys immediately.

GDPR, CCPA and data residency implications when moving numbers and metadata

When exporting number metadata, be mindful that phone numbers can be personal data under GDPR and CCPA. Keep exports minimal, store them in regions compliant with your data residency obligations, and obtain consent where required. Use pseudonymization or redaction for any associated subscriber information you don’t need.

KYC and documentation requirements for certain countries (especially EU)

Several jurisdictions require Know Your Customer (KYC) verification to activate numbers or services. For EU countries, you may need business registration, proof of address, and designated legal contact information. Start KYC processes early to avoid provisioning delays.

Redaction and minimization of personally identifiable information in exports

Only export fields needed by Vapi. Remove or redact any extra PII such as account holder names, email addresses, or records linked to user profiles unless strictly required for regulatory compliance or porting.

Setting Up Vapi for Number Import

Configure Vapi so imports attach correctly to projects and AI flows.

Creating a Vapi project and environment for telephony/AI workloads

Within Vapi, create projects that match your Twilio grouping and create environments for testing and production. This structure helps you assign numbers to the correct AI agents and routing policies without mixing test traffic with live customers.

Obtaining and configuring Vapi API keys and webhook endpoints

Generate API keys in Vapi with permissions to perform number imports and routing configuration. Set up webhook endpoints that Vapi will call for voice events and AI callbacks, and ensure those webhooks are reachable and secured (validate signatures or use mutual TLS where supported).

Configuring inbound and outbound routing policies in Vapi

Define default inbound routing (which AI agent or flow answers a call), fallback behaviors, call recording preferences, and outbound dial policies like caller ID and rate limits. These defaults will be attached to numbers during import unless you override them per-number.

Understanding Vapi number model and required import fields

Review Vapi’s number model so your import file matches required fields. Typical required fields include the phone number (E.164), country, capabilities, and the project/environment assignment. Optionally include desired call flow templates and tags.

Preparing default call flows or templates to attach to imported numbers

Create reusable call flow templates in Vapi for IVR, virtual agent, and fallback human transfer. Attaching templates during import ensures all numbers behave predictably from day one and reduces manual setup after import.

Importing Numbers into Vapi from Twilio

Choose between UI-driven imports and API-driven imports based on volume and automation needs.

Step-by-step import via Vapi UI using exported Twilio CSV/JSON

You will upload the CSV/JSON via the Vapi UI import page, map columns to the Vapi fields (phone_number → number, twilio_sid → external_id, project_tag → project), choose the environment, and preview the import. Resolve validation errors highlighted by Vapi and then confirm the import. Vapi will return a summary with successes and failures.

Step-by-step import via Vapi REST API with sample payload structure

Using Vapi’s REST API, POST to the import endpoint with a JSON array of numbers. A sample payload structure might look like: { “project”: “support-ai”, “environment”: “prod”, “numbers”: [ { “phone_number”: “+14155550123”, “external_id”: “PNXXXXXXXXXXXXXXXXX”, “country”: “US”, “capabilities”: [“voice”,”sms”], “number_type”: “local”, “assigned_flow”: “support-ivr-v1”, “metadata”: {“twilio_subaccount”: “SAxxxx”} } ] } Vapi will respond with import statuses per record so you can programmatically retry failures.

Mapping Twilio fields to Vapi fields and resolving schema mismatches

Map Twilio’s SID to Vapi’s external_id, phone_number to number, capabilities to arrays, and friendly_name to display_name. If Vapi expects a “region” while Twilio uses “state”, normalize those values during export. Create transformation scripts to handle these mismatches before import.

De-duplicating and resolving number conflicts during import

De-duplicate numbers by phone number (E.164) before import. If Vapi already has a number assigned, choose whether to update metadata, skip, or fail the import. Implement conflict resolution rules in your import process to avoid unintended reassignment.

Verifying successful import: status checks, test calls, and logs

After import, check Vapi’s import report and call logs. Perform test inbound and outbound calls to a sample of imported numbers, confirm that the correct AI flow executes, and validate voicemail, recordings, and webhook events are firing correctly.

Purchasing and Managing Trial Numbers in Vapi

You can buy trial or sandbox numbers in Vapi to test international calling behavior.

Buying trial numbers in Vapi to enable calling Canada, Australia, US and other supported countries

Within Vapi, purchase trial or sandbox numbers for countries you want to test (for example, US, Canada, Australia). Trial numbers let you simulate production behavior without full provisioning obligations; they’re useful to validate routing and AI flows.

Trial limits, sandbox behavior, and recommended use cases for testing

Trial numbers may have usage limits, reduced call duration, or restricted outbound destinations. Use them for functional tests, language checks, and flow validation, but not for high-volume live campaigns. Treat them as ephemeral and avoid exposing them to end users.

Assigning purchased numbers to projects, environments, or AI agents

Once purchased, assign trial numbers to the appropriate Vapi project and environment so your test agents respond. This ensures isolation from production data and enables safe iteration on AI models.

Managing renewal, release policies and how to upgrade to production numbers

Understand Vapi’s renewal cadence and release policies for trial numbers. When moving to production, buy full-production numbers or port existing Twilio numbers into Vapi. Plan a cutover process where you update DNS or webhook targets and verify traffic routing before decommissioning trial numbers.

Cost structure, currency considerations and how to monitor spend

Monitor recurring rental fees, per-minute costs, and cross-border charges. Vapi will bill in the currency you choose; account for FX differences if your billing account is in another currency. Set spending alerts and review usage dashboards regularly.

Handling European Numbers and Documentation Requirements

European provisioning often requires paperwork and extra lead time.

Country-by-country differences for European numbers and operator restrictions

You must research each EU country individually: some allow immediate provisioning, others require proving local presence or a legitimate business purpose. Operator restrictions might limit SMS or toll-free usage, or disallow certain outbound caller IDs. Design your rollout to accommodate these variations.

Accepted document types and verification workflow for EU number activation

Commonly accepted documents include company registration certificates, VAT registration, proof of address (utility bills), and identity documents for local representatives. Vapi’s verification workflow will ask you to upload these documents and may require translated or notarized copies, depending on the country.

Typical timelines and common causes for delayed approvals

EU number activation can take from a few days to several weeks. Delays commonly occur from incomplete documentation, mismatched company names/addresses, lack of local legal contact, or high demand for local number resources. Start the verification early and track status proactively.

Considerations for virtual presence, proof of address and identity verification

If you’re requesting numbers to show local presence, be ready to provide specific proof such as local lease agreements, office addresses, or appointed local representatives. Identity verification for the company or authorized person will often be required; ensure the person listed can sign or attest to usage.

Fallback strategies while awaiting EU number approval (alternative countries or temporary numbers)

While waiting, use alternative numbers from other supported countries or deploy temporary mobile numbers to continue development and testing. You can also implement call redirection or a virtual presence in nearby countries until verification completes.

Conclusion

You now have the roadmap to import phone numbers from Twilio into Vapi and run AI-driven voice automation reliably and compliantly.

Key takeaways for importing phone numbers into Vapi from Twilio for AI automation

Keep inventory metadata intact, use automated exports from Twilio where possible, secure credentials, and map fields accurately to Vapi’s schema. Prepare call flow templates and assign numbers to the correct projects and environments to minimize manual work post-import.

Recommended next steps to move from trial to production

Upgrade Twilio to a paid account if you’re still on trial, finalize KYC and documentation for regulated regions, purchase or port production numbers in Vapi, and run a staged cutover with monitoring in place. Validate AI flows end-to-end with test calls before full traffic migration.

Ongoing maintenance, monitoring and compliance actions to plan for

Schedule credential rotation, audit access and usage, maintain documentation for regulated numbers, and monitor spend and call quality metrics. Keep a process for re-verifying numbers and renewing required documents to avoid service interruption.

Where to get help: community forums, vendor support and professional services

If you need help, reach out to vendor support teams, consult community forums, or engage professional services for migration and regulatory guidance. Use your project and environment setup to iterate safely and involve legal or compliance teams early for country-specific requirements.

If you want to implement Chat and Voice Agents into your business to reduce missed calls, book more appointments, save time, and make more revenue, book a discovery call here: https://brand.eliteaienterprises.com/widget/bookings/elite-ai-30-min-demo-call

December 15, 2025
How to use the GoHighLevel API v2 | Complete Tutorial

Let’s walk through “How to use the GoHighLevel API v2 | Complete Tutorial”, a practical guide that highlights Version 2 features missing from platforms like make.com and shows how to speed up API integration for businesses.

Let’s outline what to expect: getting started, setting up a GHL app, Make.com authentication for subaccounts and agency accounts, a step-by-step build of voice AI agents that schedule meetings, and clear reasons to skip the Make.com GHL integration.

Overview of GoHighLevel API v2 and What’s New

We’ll start with a high-level view so we understand why v2 matters and how it changes our integrations. GoHighLevel API v2 is the platform’s modernized, versioned HTTP API designed to let agencies and developers build deeper, more reliable automations and integrations with CRM, scheduling, pipelines, and workflow capabilities. It expands the surface area of what we can control programmatically and aims to support agency-level patterns like multi-tenant (agency + subaccount) auth, richer scheduling endpoints, and more granular webhook and lifecycle events.

Explain the purpose and scope of the API v2

The purpose of API v2 is to provide a single, consistent, versioned interface for manipulating core GHL objects — contacts, appointments, opportunities, pipelines, tags, workflows, and more — while enabling secure agency-level integrations. The scope covers CRUD operations on those resources, scheduling and calendar availability, webhook subscriptions, OAuth app management, and programmatic control over many features that previously required console use. In short, v2 is meant for production-grade integrations for agencies, SaaS, and automation tooling.

Highlight major differences between API v2 and previous versions

Compared to earlier versions, v2 focuses on clearer versioning, more predictable schemas, improved pagination/filtering, and richer auth flows for agency/subaccount models. We see more granular scopes, better-defined webhook event sets, and endpoints tailored to scheduling and provider availability. Error responses and pagination are generally more consistent, and there’s an emphasis on agency impersonation patterns — letting an agency app act on behalf of subaccounts more cleanly.

List features unique to API v2 that other platforms (like Make.com) lack

API v2 exposes a few agency-centric features that many third-party automation platforms don’t support natively. These include agency-scoped OAuth flows that allow impersonation of subaccounts, detailed calendar and provider availability endpoints for scheduling logic, and certain pipeline/opportunity or conversation APIs that are not always surfaced by general-purpose integrators. v2’s webhook control and subscription model is often more flexible than what GUI-based connectors expose, enabling lower-latency, event-driven architectures.

Describe common use cases for agencies and automation projects

We commonly use v2 for automations like automated lead routing, appointment scheduling with real-time availability checks, two-way calendar sync, advanced opportunity management, voice AI scheduling, and custom dashboards that aggregate multiple subaccounts. Agencies build connectors to unify client data, create multi-tenant SaaS offerings, and embed scheduling or messaging experiences into client websites and call flows.

Summarize limitations or known gaps in v2 to watch for

While v2 is powerful, it still has gaps to watch: documentation sometimes lags behind feature rollout; certain UI-only features may not yet be exposed; rate limits and batch operations might be constrained; and some endpoints may require extra parameters (account IDs) to target subaccounts. Also expect evolving schemas and occasional breaking changes if you pin to a non-versioned path. We should monitor release notes and design our integration for graceful error handling and retries.

Prerequisites and Account Requirements

We’ll cover what account types, permissions, tools, and environment considerations we need before building integrations.

Identify account types supported by API v2 (agency vs subaccount)

API v2 supports multi-tenant scenarios: the agency (root) account and its subaccounts (individual client accounts). Agency-level tokens let us manage apps and perform agency-scoped tasks, while subaccount-level tokens (or OAuth authorizations) let us act on behalf of a single client. It’s essential to know which layer we need for each operation because some endpoints are agency-only and others must be executed in the context of a subaccount.

Required permissions and roles in GoHighLevel to create apps and tokens

To create apps and manage OAuth credentials we’ll need agency admin privileges or a role with developer/app-management permissions. For subaccount authorizations, the subaccount owner or an admin must consent to the scopes our app requests. We should verify that the roles in the GHL dashboard allow app creation, OAuth redirect registration, and token management before building.

Needed developer tools: HTTP client, Postman, curl, or SDK

For development and testing we’ll use a standard HTTP client like curl or Postman to exercise endpoints, debug requests, and inspect responses. For iterative work, Postman or Insomnia helps organize calls and manage environments. If an official SDK exists for v2 we’ll evaluate it, but most teams will build against the REST endpoints directly using whichever language/framework they prefer.

Network and security considerations (IP allowlists, CORS, firewalls)

Network-wise, we should run API calls from secure server-side environments — API secrets and client secrets must never be exposed to browsers. If our org uses IP allowlists, we must whitelist our integration IPs in the GoHighLevel dashboard if that feature is enabled. Since most API calls are server-to-server, CORS is not a server-side concern, but web clients using implicit flows or front-end calls must be careful about exposing secrets. Firewalls and egress rules should allow outbound HTTPS to the API endpoints.

Recommended environment setup for development (local vs staging)

We recommend developing locally with environment variables and a staging subaccount to avoid polluting production data. Use a staging agency/subaccount pair to test multi-tenant flows and webhooks. For secrets, use a secret manager or environment variables; for deployment, use a separate staging environment that mirrors production to validate token refresh and webhook handling before going live.

Registering and Setting Up a GoHighLevel App

We’ll walk through creating an app in the agency dashboard and the critical app settings to configure.

How to create a GHL app in the agency dashboard

In the agency dashboard we’ll go to the developer or integrations area and create a new app. We provide the app name, a concise description, and choose whether it’s public or private. Creating the app registers a client_id and client_secret (or equivalent credentials) that we’ll use for OAuth flows and token exchange.

Choosing app settings: name, logo, and public information

Pick a clear, recognizable app name and brand assets (logo, short description) so subaccount admins know who is requesting access. Public-facing information should accurately describe what the app does and which data it will access — this helps speed consent during OAuth flows and builds trust with client admins.

How to set and validate redirect URIs for OAuth flows

When we configure OAuth, we must specify exact redirect URI(s) that the authorization server will accept. These must match the URI(s) our app will actually use. During testing, set local URIs (like a ngrok forwarding URL) only if the dashboard allows them. Redirect URIs should use HTTPS in production and be as specific as possible to avoid open redirect vulnerabilities.

Understanding OAuth client ID and client secret lifecycle

The client_id is public; the client_secret is private and must be treated like a password. If the secret is leaked we must rotate it immediately via the app management UI. We should avoid embedding secrets in client-side code, and rotate secrets periodically as part of security hygiene. Some platforms support generating multiple secrets or rotating with zero-downtime — follow the dashboard procedures.

How to configure scopes and permission requests for your app

When registering the app, select the minimal set of scopes needed — least privilege. Examples include read:contacts, write:appointments, manage:webhooks, etc. Requesting too many scopes will reduce adoption and increase risk; requesting too few will cause permission errors at runtime. Be explicit in consent screens so admins approve access confidently.

Authentication Methods: OAuth and API Keys

We’ll compare the two common authentication patterns and explain steps and best practices for each.

Overview of OAuth 2.0 vs direct API key usage in GHL v2

OAuth 2.0 is the recommended method for agency-managed apps and multi-tenant flows because it provides delegated consent and token lifecycles. API keys (or direct tokens) are simpler for single-account server-to-server integrations and can be generated per subaccount in some setups. OAuth supports refresh token rotation and scope-based access, while API keys are typically long-lived and require careful secret handling.

Step-by-step OAuth flow for agency-managed apps

The OAuth flow goes like this: 1) Our app directs an admin to the authorize URL with client_id, redirect_uri, and requested scopes. 2) The admin authenticates and consents. 3) The authorization server returns an authorization code to our redirect URI. 4) We exchange that code for an access token and refresh token using the client_secret. 5) We use the access token in Authorization: Bearer for API calls. 6) When the access token expires, we use the refresh token to obtain a new access token and refresh token pair.

Acquiring API keys or tokens for subaccounts when available

For certain subaccount-only automations we can generate API keys or account-specific tokens in the subaccount settings. The exact UI varies, but typically an admin can produce a token that we store and use in the Authorization header. These tokens are useful for server-to-server integrations where OAuth consent UX is unnecessary, but they require secure storage and rotation policies.

Refreshing access tokens: refresh token usage and rotation

Refresh tokens let us request new access tokens without user interaction. We should implement automatic refresh logic before tokens expire and handle refresh failures gracefully by re-initiating the OAuth consent flow if needed. Where possible, follow refresh token rotation best practices: treat refresh tokens as sensitive, store them securely, and rotate them when they’re used (some providers issue a new refresh token per refresh).

Secure storage and handling of secrets in production

In production we store client secrets, access tokens, and refresh tokens in a secrets manager or environment variables with restricted access. Never commit secrets to source control. Use role-based access to limit who can retrieve secrets and audit access. Encrypt tokens at rest and transmit them only over HTTPS.

Authentication for Subaccounts vs Agency Accounts

We’ll outline how auth differs when we act as an agency versus when we act within a subaccount.

Differences in auth flows between subaccounts and agency accounts

Agency auth typically uses OAuth client credentials tied to the agency app and supports impersonation patterns so we can operate across subaccounts. Subaccounts may use their own tokens or OAuth consent where the subaccount admin directly authorizes our app. The agency flow often requires additional headers or parameters to indicate which subaccount we’re targeting.

How to authorize on behalf of a subaccount using OAuth or account linking

To authorize on behalf of a subaccount we either obtain separate OAuth consent from that subaccount or use an agency-scoped consent that enables impersonation. Some flows involve account linking: the subaccount owner logs in and consents, linking their account to the agency app. After linking we receive tokens that include the subaccount context or an account identifier we include in API calls.

Scoped access for agency-level integrations and impersonation patterns

When we impersonate a subaccount, we limit actions to the specified scopes and subaccount context. Best practice is to request the smallest scope set and, where possible, request per-subaccount consent rather than broad agency-level scopes that grant access to all clients.

Making calls to subaccount-specific endpoints and including the right headers

Many endpoints require us to include either an account identifier in the URL or a header (for example, an accountId query param or a dedicated header) to indicate the target subaccount. We must consult endpoint docs to determine how to pass that context. Failing to include the account context commonly results in 403/404 errors or operations applied to the wrong tenant.

Common pitfalls and how to detect permission errors

Common pitfalls include expired tokens, insufficient scopes, missing account context, or using an agency token where a subaccount token is required. Detect permission errors by inspecting 401/403 responses, checking error messages for missing scopes, and logging the request/response for debugging. Implement clear retry and re-auth flows so we can recover from auth failures.

Core API Concepts and Common Endpoints

We’ll cover basics like base URL, headers, core resources, request body patterns, and relationships.

Explanation of base URL, versioning, and headers required for v2

API v2 uses a versioned base path so we can rely on /v2 semantics. We’ll set the base URL in our client and include standard headers: Authorization: Bearer , Content-Type: application/json, and Accept: application/json. Some endpoints require additional headers or an account id to target a subaccount. Always confirm the exact base path in the app settings or docs and pin the version to avoid unexpected breaking changes.

Common resources: contacts, appointments, opportunities, pipelines, tags, workflows

Core resources we’ll use daily are contacts (lead and customer records), appointments (scheduled meetings), opportunities and pipelines (sales pipeline management), tags for segmentation, and workflows for automation. Each resource typically supports CRUD operations and relationships between them (for example, a contact can have appointments and opportunities).

How to construct request bodies for create, read, update, delete operations

Create and update operations generally accept JSON payloads containing relevant fields: contact fields (name, email, phone), appointment details (start, end, timezone, provider_id), opportunity attributes (stage, value), and so on. For updates, include the resource ID in the path and send only changed fields if supported. Delete operations usually require the resource ID and respond with status confirmations.

Filtering, searching, and sorting resources using query parameters

We’ll use query parameters for filtering, searching, and sorting: common patterns include ?page=, ?limit=, ?sort=, and search or filter params like ?email= or ?createdAfter=. Advanced endpoints often support flexible filter objects or search endpoints that accept complex queries. Use pagination to manage large result sets and avoid pulling everything in one call.

Understanding relationships between objects (contacts -> appointments -> opportunities)

Objects are linked: contacts are the primary entity and can be associated with appointments, opportunities, and workflows. When creating an appointment we should reference the contact ID and, where applicable, provider or calendar IDs. When updating an opportunity stage we may reference related contacts and pipeline IDs. Understanding these relationships helps us design consistent payloads and avoid orphaned records.

Working with Appointments and Scheduling via API

Scheduling is a common and nuanced area; we’ll cover endpoints, availability, timezone handling, and best practices.

Endpoints and payloads related to appointments and calendar availability

Appointments endpoints let us create, update, fetch, and cancel meetings. Payloads commonly include start and end timestamps, timezone, provider (staff) ID, location or meeting link, contact ID, and optional metadata. Availability endpoints allow us to query a provider’s free/busy windows or calendar openings, which is critical to avoid double bookings.

How to check provider availability and timezones before creating meetings

Before creating an appointment we query provider availability for the intended time range and convert times to the provider’s timezone. We must respect daylight saving and ensure timestamps are in ISO 8601 with timezone info. Many APIs offer helper endpoints to get available slots; otherwise, we query existing appointments and external calendar busy times to compute free slots.

Creating, updating, and cancelling appointments programmatically

To create an appointment we POST a payload with contact, provider, start/end, timezone, and reminders. To update, we PATCH the appointment ID with changed fields. Cancelling is usually a delete or a PATCH that sets status to cancelled and triggers notifications. Always return meaningful responses to calling systems and handle conflicts (e.g., 409) if a slot was taken concurrently.

Best practices for handling reschedules and host notifications

For reschedules, we should treat it as an update that preserves history: log the old time, send notifications to hosts and guests, and include a reason if provided. Use idempotency keys where supported to avoid duplicate booking on retries. Send calendar invites or updates to linked external calendars and notify all attendees of changes.

Integrating GHL scheduling with external calendar systems

To sync with external calendars (Google, Outlook), we either leverage built-in calendar integrations or replicate events via APIs. We need to subscribe to external calendar webhooks or polling to detect external changes, reconcile conflicts, and mark GHL appointments as linked. Always store calendar event IDs so we can update/cancel the external event when the GHL appointment changes.

Voice AI Agent Use Case: Automating Meeting Scheduling

We’ll describe a practical architecture for using v2 with a voice AI scheduler that handles calls and books meetings.

High-level architecture for a voice AI scheduler using GHL v2

Our architecture includes the voice AI engine (speech-to-intent), a middleware server that orchestrates state and API calls to GHL v2, and calendar/webhook components. When a call arrives, the voice agent extracts intent and desired times, the middleware queries provider availability via the API, and then creates an appointment. We log the outcome and notify participants.

Flow diagram: call -> intent recognition -> calendar query -> appointment creation

Operationally: 1) Incoming call triggers voice capture. 2) Voice AI converts speech to text and identifies intent/slots (date, time, duration, provider). 3) Middleware queries GHL for availability for requested provider and time window. 4) If a slot is available, middleware POSTs appointment. 5) Confirmation is returned to the voice agent and a confirmation message is delivered to the caller. 6) Webhook or API response triggers follow-up notifications.

Handling availability conflicts and fallback strategies in conversation

When conflicts arise, we fall back to offering alternative times: query the next-best slots, propose them in the conversation, or offer to send a booking link. We should implement quick retries, soft holds (if supported), and clear messaging when no slots are available. Always confirm before finalizing and surface human handoff options if the user prefers.

Mapping voice agent outputs to API payloads and fields

The voice agent will output structured data (start_time, end_time, timezone, contact info, provider_id, notes). We map those directly into the appointment creation payload fields expected by the API. Validate and normalize phone numbers, names, and timezones before sending, and log the mapped payload for troubleshooting.

Logging, auditing, and verifying booking success back to the voice agent

After creating a booking, verify the API response and store the appointment ID and status. Send a confirmation message to the voice agent and store an audit trail that includes the original audio, parsed intent, API request/response, and final booking status. This telemetry helps diagnose disputes and improve the voice model.

Webhooks: Subscribing and Handling Events

Webhooks drive event-based systems; we’ll cover event selection, verification, and resilient handling.

Available webhook events in API v2 and typical use cases

v2 typically offers events for resource create/update/delete (contacts.created, appointments.updated, opportunities.stageChanged, workflows.executed). Typical use cases include syncing contact changes to CRMs, reacting to appointment confirmations/cancellations, and triggering downstream automations when opportunities move stages.

Setting up webhook endpoints and validating payload signatures

We’ll register webhook endpoints in the app dashboard and select the events we want. For security, enable signature verification where the API signs each payload with a secret; validate signatures on receipt to ensure authenticity. Use HTTPS, accept only POST, and respond quickly with 2xx to acknowledge.

Design patterns for idempotent webhook handlers

Design handlers to be idempotent: persist an event ID and ignore repeats, use idempotency keys when making downstream calls, and make processing atomic where possible. Store state and make webhook handlers small — delegate longer-running work to background jobs.

Handling retry logic when receiving webhook replays

Expect retries for transient errors. Ensure handlers return 200 only after successful processing; otherwise return a non-2xx so the platform retries. Build exponential backoff and dead-letter patterns for events that fail repeatedly.

Tools to inspect and debug webhook deliveries during development

During development we can use temporary forwarding tools to inspect payloads and test signature verification, and maintain logs with raw payloads (masked for sensitive data). Use staging webhooks for safe testing and ensure replay handling works before going live.

Conclusion

We’ll wrap up with key takeaways and next steps to get building quickly.

Recap of essential steps to get started with GoHighLevel API v2

To get started: create and configure an app in the agency dashboard, choose the right auth method (OAuth for multi-tenant, API keys for single-account), implement secure token storage and refresh, test core endpoints for contacts and appointments, and register webhooks for event-driven workflows. Use a staging environment and validate scheduling flows thoroughly.

Key best practices to follow for security, reliability, and scaling

Follow least-privilege scopes, store secrets in a secrets manager, implement refresh logic and rotation, design idempotent webhook handlers, and use pagination and batching to respect rate limits. Monitor telemetry and errors, and plan for horizontal scaling of middleware that handles real-time voice or webhook traffic.

When to prefer direct API integration over third-party platforms

Prefer direct API integration when you need agency-level impersonation, advanced scheduling and availability logic, lower latency, or features not exposed by third-party connectors. If you require fine-grained control over retry, idempotency, or custom business logic (like voice AI agents), direct integration gives us the flexibility we need.

Next steps and resources to continue learning and implementing

Next, we should prototype a small workflow: implement OAuth or API key auth, create a sample contact, query provider availability, and book an appointment. Iterate with telemetry and add webhooks to close the loop. Use Postman or a small script to exercise the end-to-end flow before integrating the voice agent.

Encouragement to prototype a small workflow and iterate based on telemetry

We encourage us to build a minimal, focused prototype — even a single flow that answers “can the voice agent book a meeting?” — and to iterate. Telemetry will guide improvements faster than guessing. With v2’s richer capabilities, we can quickly move from proof-of-concept to a resilient, production automation that brings real value to our agency and clients.

If you want to implement Chat and Voice Agents into your business to reduce missed calls, book more appointments, save time, and make more revenue, book a discovery call here: https://brand.eliteaienterprises.com/widget/bookings/elite-ai-30-min-demo-call

December 6, 2025

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