Does Edesy have a native Salesforce, Zoho or HubSpot integration?

No. There is no native app or CTI panel for those CRMs today. You connect them through webhooks and the contacts API, directly or through an automation tool that can receive an HTTPS POST.

Which webhook events does the contact center send?

For agent-dialer campaign leads: call.answered, call.completed, disposition.submitted and recording.ready. Each event carries your own external_id for the lead and the custom fields you sent with it.

Are webhooks sent for inbound queue calls?

No. The CRM webhooks fire for agent-dialer leads, where your CRM's lead ID is known. Inbound call dispositions are stored and reported in the contact center portal.

How are webhooks secured?

Each delivery is signed with HMAC-SHA256 so your endpoint can verify it came from Edesy. Failed deliveries retry at 30 s, 1 m, 2 m, 4 m and 8 m, up to 6 attempts, and every delivery can be inspected and replayed from the log.

How do agents get a screen-pop with the caller's name?

Load your contacts through the contacts API (/v1/ccaas/contacts). When a call comes in, the agent desktop shows the matching contact, and agents can click to call a contact.

Can my CRM push new leads to the dialer?

Yes. POST leads to /v1/campaigns/:id/leads with your own IDs, and they are added to a running agent-dialer campaign.

Can an AI voice agent hand calls to my contact center?

Yes. An Edesy AI voice agent can answer first and hand callers who need a person to your team. IVR Studio also includes an AI-with-a-human-option template.

Do I need the Professional plan for API access?

Yes. API access is part of the Professional (Rs 2,500 per agent per month) and Enterprise (Rs 3,500) plans. Prices exclude 18% GST.

Cloud Contact Center

Integrations

Contact Center Integrations

Connect the Edesy contact center to any CRM with signed webhooks and APIs, put IVR Studio in front of your queues, and hand calls over from an AI voice agent.

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HMAC-SHA256 signed webhooks

Retries with delivery log and replay

Works with any CRM that accepts a webhook

How does the Edesy contact center connect to a CRM?

Edesy connects to your CRM through open interfaces, not per-CRM apps. Agent-dialer campaigns post call.answered, call.completed, disposition.submitted and recording.ready webhooks to your endpoint, HMAC-SHA256 signed and retried. The contacts API loads contacts for agent screen-pop. There are no native Zoho, Salesforce or HubSpot apps today.

Integration path	What it does	Status
Webhooks	call.answered, call.completed, disposition.submitted, recording.ready for agent-dialer leads	Available
Webhook delivery	HMAC-SHA256 signature; retries at 30 s, 1 m, 2 m, 4 m, 8 m (6 attempts); delivery log and replay	Available
Contacts API	/v1/ccaas/contacts: create, update, delete, look up by number for screen-pop	Available
Lead push	/v1/campaigns/:id/leads adds leads to a running agent-dialer campaign	Available
Voice API	https://voice-api.edesy.in/v1: calls, recordings, transcriptions	Available
IVR Studio	IVR menus in front of queues, HTTP request nodes to your systems	Available
AI voice agent handoff	AI agent answers first, hands callers who need a person to your team	Available
Native Zoho / Salesforce / HubSpot app or CTI panel	Not offered. Use webhooks and the APIs	Not available

Integration Paths

Everything listed here is available today

Webhooks to any CRM

call.answered, call.completed, disposition.submitted and recording.ready for agent-dialer leads, signed and retried.

Contacts API

Create, update and look up contacts by number so agents get a screen-pop on inbound calls.

Voice API

Place and control calls, fetch recordings and transcriptions, and push leads into agent-dialer campaigns.

IVR Studio

Drag-and-drop IVR menus in front of your queues, with HTTP request nodes that call your systems mid-call.

AI voice agent handoff

An Edesy AI voice agent answers first and hands callers who need a person to your agents.

How to Connect Your CRM

Webhook subscription to working CRM update

Step 1 of 4: Add a webhook subscription
Enter your endpoint URL and pick the events: call.answered, call.completed, disposition.submitted, recording.ready. Send a test event.
Step 2 of 4: Send leads with your IDs
Push leads into an agent-dialer campaign by CSV or API with your CRM record ID as external_id.
Step 3 of 4: Verify and map
Your endpoint checks the HMAC-SHA256 signature and maps the disposition, status and recording URL onto the CRM record.
Step 4 of 4: Watch the delivery log
Failed deliveries retry automatically; inspect or replay any delivery from the log.

What a disposition webhook carries

Every voice webhook uses one data shape, so a CRM integration parses one structure. A disposition.submitted event for an agent-dialer lead includes:

call_sid, campaign_id, contact_id
external_id: your own CRM record ID, sent with the lead and echoed back
to, direction
disposition: id, name, is_terminal, notes
agent: the agent who handled the call
custom_fields: the lead attributes you pushed, returned as sent

call.completed adds status (completed, busy, no-answer, failed), duration_sec and the SIP status. recording.ready adds a recording_url.

Explore more comparisons, alternatives, and resources

CRM integration via webhooks Dispositions and wrap-up Agent dialer Agent desktop IVR Studio Contact center pricing

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Integration FAQs

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Seats from Rs 1,500 per agent per month; API access on Professional and Enterprise. Prices exclude 18% GST.

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