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Sometimes standard routing rules are not enough, because you need the call destination to change based on live data — who is available right now, what shift is running, whether a team member is in a meeting, or which branch is closest to the caller.
Webhook call routing makes this possible, because CallFactory sends a request to your server when each call comes in, and then follows the destination your server returns, such as a phone number, voicemail, or message. You write the logic and CallFactory executes it, for every call, in real time.
- Your server decides where calls go
- Real-time routing on every call
- Works with any programming language
- Combine with phone menus and queues
Benefits of webhook call routing
See how webhook routing gives you full control over your call flow.
Dynamic call routing
Every call is routed based on live data from your server, so staff availability, schedules, CRM records, or any other logic you define determines the routing in real time.
Full control over logic
You write the rules, routing by caller number, time of day, team availability, or any other condition you think of. What you can express in code, CallFactory executes.
Easy to integrate
Any server that can receive an HTTP request and return a response works, so you can use PHP, Python, Node.js, .NET, or any other language your team already knows.
How webhook call routing works
You provide a webhook URL — for example, yourcompany.com/webhook/route. When a call comes in on your CallFactory number, our system sends a request to that URL, and your server returns the destination in the form of a phone number, voicemail, or message to play.
The response arrives within milliseconds and the caller does not notice any delay, because they are connected directly to the destination your server returned. If your server is temporarily unreachable, CallFactory falls back to a default destination you have configured beforehand, so calls are never lost.
Use with phone menus
Webhook routing also works in combination with
phone menus. If your number has a menu — for example, press 1 for sales and press 2 for support — each option can have its own webhook: yourcompany.com/webhook/sales for option 1 and yourcompany.com/webhook/support for option 2.
This way, departments apply completely different routing logic, each driven by your own server. Sales calls go to the available representative in your CRM and support calls go to the engineer on shift, and all of this in real time.
What you can build with it
The possibilities are as broad as your logic allows. Common examples include routing based on internal scheduling software, where your server checks who is working now and returns that number, or routing based on the caller’s location, where your server looks up the area code and returns the nearest branch.
You can also return dynamic messages. Instead of a phone number, your server can return a text-to-speech message — for example, “Your order is being prepared and will be ready at 3pm,” which turns your phone number into a fully dynamic information line.
The difference between webhooks, API, and file-based routing
CallFactory offers multiple ways to determine routing programmatically. With webhook routing, your server decides the destination for every call in real time, whereas with the private API you push routing changes to CallFactory as soon as something changes, and with file-based routing you upload a routing table that CallFactory then follows.
Webhooks are the most dynamic option, because every call triggers a new lookup. The API works better when routing changes occasionally but not on every call, and file-based routing is the simplest for static rules that rarely change. The three approaches can also be combined.
What does it cost?
Webhook call routing is a private feature that we, like our private API, set up with you after discussing your requirements. Depending on the complexity and functionality, one-time setup costs or monthly maintenance costs may apply.
This feature is available with every Irish telephone number or International telephone number.
Learn more about other features
Find more information about our features that can boost your business communications.
API integrations
Tell us what you need, we build the endpoints. Our private API lets you integrate CallFactory telephony into your own software — no generic library, no guesswork, no wasted development time.
File-based routing
Upload a CSV, TXT or JSON file to update call routing in bulk, changing hundreds of rules at once for PIN codes, allowlists, denylists, area codes or complete IVR flows.
GitHub routing
Manage call routing from your GitHub repository. Push a routing file, and CallFactory fetches, validates, and applies the changes automatically — with full version history and instant rollback.
Webhook call routing FAQ
Get clear answers about webhook call routing and how it works for your business.
When a call comes in, CallFactory sends a request to your server, and your server returns the destination in the form of a phone number, voicemail, or message. This gives you full control over routing in real time.
CallFactory falls back to a default destination you have configured beforehand, so calls are never lost, even if your server is temporarily offline.
No. Any web server that can receive an HTTP request and return a response works, so you can use PHP, Python, Node.js, .NET, or anything else your team already knows.
Yes. Each menu option can have its own webhook URL, so departments use completely different routing logic, all driven by your own server.
Yes. Your server can return a text-to-speech message instead of a destination number, which turns your phone number into a dynamic information line.
The lookup happens in real time at the moment the call comes in, so the caller does not notice any delay as long as your server responds quickly.
With webhooks, your server decides the destination for every call in real time, whereas with the API you push routing changes to CallFactory when something changes. Webhooks are more dynamic, the API is better for occasional updates.
Depending on the complexity and functionality, one-time setup costs or monthly maintenance costs may apply. We always discuss the costs before work begins.
