Write-back

Write-back pushes each call's intent and outcome to your external LMS/CRM. It is configured per organization and applies to all campaigns. See the Write-back UI guide for an overview.

Write-back is dispatched only for calls in a terminal status, within ~60 seconds of the intent being tagged.

The Config Object

{
  "webhookEnabled": true,
  "webhookUrl": "https://crm.example.com/oliai/webhook",
  "webhookMethod": "POST",
  "authType": "API_KEY",
  "authHeaderName": "X-API-Key",
  "hasCredential": true,
  "csvAutoExport": true,
  "shareTranscript": false
}

The stored credential is never returned — hasCredential indicates whether one is set.

Field	Type	Description
`webhookEnabled`	boolean	Whether webhook write-back is active
`webhookUrl`	string	Destination URL
`webhookMethod`	string	`POST` or `PATCH`
`authType`	string	`NONE`, `API_KEY`, or `BEARER`
`authHeaderName`	string	Header name for `API_KEY` auth (e.g. `X-API-Key`)
`csvAutoExport`	boolean	Generate the results CSV automatically on campaign completion
`shareTranscript`	boolean	Include a transcript link in the webhook payload

Get Write-back Config

GET /v1/write-back/config

Returns the config (with the credential redacted to hasCredential), or null if not configured.

Update Write-back Config

PUT /v1/write-back/config

Request Body: any subset of config fields, plus a write-only credential.

Field	Type	Description
`webhookEnabled`	boolean
`webhookUrl`	string	Required (valid URL) when `webhookEnabled` is true
`webhookMethod`	string	`POST` or `PATCH`
`authType`	string	`NONE`, `API_KEY`, `BEARER`
`authHeaderName`	string	Required for `API_KEY`
`credential`	string	Plaintext API key / bearer token — write-only, encrypted at rest. Omit to keep the current value; ignored when `authType` is `NONE`.
`csvAutoExport`	boolean
`shareTranscript`	boolean

⚠️

Credentials are encrypted with AES-256-GCM and never returned by the API. Setting authType to NONE clears the stored credential.

Webhook Payload

Each dispatch sends this JSON body to your endpoint:

{
  "contact_identifier": "loan_12345",
  "identifier_type": "loan_id",
  "intent_label": "Interested in Paying",
  "intent_source": "auto",
  "intent_undetermined": false,
  "call_timestamp": "2026-05-31T09:08:27.000Z",
  "campaign_id": "camp_def456",
  "campaign_name": "Mumbai Outreach - March",
  "call_duration_seconds": 87,
  "transcript_url": null
}

identifier_type is the org's DataSource lookup key (e.g. loan_id) when the contact has that field, else "phone". transcript_url is null unless shareTranscript is enabled.

Delivery & retries: non-2xx 5xx/timeout responses are retried up to 5 times with backoff (30s, 2m, 10m, 30m, 2h). A 4xx response is not retried — it is marked a permanent failure.

List Failures

GET /v1/write-back/failures

Returns write-back events that exhausted retries (FAILED) or failed permanently (PERMANENT_FAILURE).

Query Parameters: page, limit

{
  "data": [
    {
      "id": "wbe_abc123",
      "contactIdentifier": "loan_12345",
      "identifierType": "loan_id",
      "campaignName": "Mumbai Outreach - March",
      "status": "PERMANENT_FAILURE",
      "attempts": 1,
      "lastError": "HTTP 401",
      "lastAttemptAt": "2026-05-31T09:09:00.000Z"
    }
  ],
  "pagination": { "page": 1, "limit": 50, "total": 1, "totalPages": 1 }
}

Retry a Failed Event

POST /v1/write-back/events/:id/retry

Re-queues a failed event against the current webhook target. Returns 400 if there is no active webhook configured.

Download Results CSV

GET /v1/write-back/campaigns/:campaignId/results.csv

Returns an enriched CSV (text/csv) of every contact in the campaign: identifier, name, intent label, intent source, call status, call timestamp, attempts, and commitment data. Always available, regardless of the csvAutoExport setting.

Campaigns Voice Flows