Capturing Webhook Event During Auto Receptionist Greeting in Zoom Phone

Feature Requests
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1

Hello Zoom Developer Community,

I’m working on integrating Zoom Phone with a custom desktop application to display incoming call notifications in real time. My setup uses an Auto Receptionist to play a greeting for inbound calls, followed by routing to a queue or user. I’d like to trigger a notification as soon as the call hits the Auto Receptionist—specifically during the greeting phase—before any routing occurs.

Issue:
I’ve configured webhooks in my Zoom app (subscribed to events like phone.call.ringing and phone.call.started), but I’ve noticed that no webhook events seem to fire while the Auto Receptionist is playing the greeting. The first webhook I receive appears only after the greeting ends and the call is routed to a queue. This delay prevents me from notifying users at the earliest possible moment.

Use Case:

  • Zoom Phone number receives an inbound call.
  • Auto Receptionist plays a 15 second greeting.
  • During this greeting, I want my app to detect the call and display a desktop notification (e.g., caller ID).
  • Current behavior: Webhook fires only post-greeting, which is too late for my needs.

What I’ve Tried:

  • Subscribed to all available Phone-related webhook events in the Zoom Marketplace.
  • Tested with a simple webhook receiver; confirmed events like phone.callee_ringing and phone.caller_ringing occur after the greeting.
  • Considered polling the Call Logs API (GET /phone/call_logs) as a workaround, but this introduces latency and isn’t ideal for real-time use.

Questions:

  1. Is there a specific webhook event that triggers when an inbound call first hits the Auto Receptionist, during the greeting playback?
  2. If no webhook exists for this phase, are there plans to add such an event in the near future?
  3. Are there alternative APIs (e.g., Call Control API, SIP integration) that can detect the call at this stage?
  4. Any recommended workarounds to achieve real-time detection during the greeting without polling?

Details:

  • Date: March 20, 2025
  • Zoom Phone Setup: Auto Receptionist with a greeting, routing to a queue.
  • API Version: v2
  • Webhook Endpoint: Configured and validated via Zoom Marketplace.

I’d greatly appreciate any insights from the Zoom team or community members who’ve tackled similar scenarios. If this is a known limitation, confirmation would help me adjust my approach. Thanks in advance!

1 Like
2

Hi @D11 ,

I do not see any present IVR or Auto Receptionist webhooks that would be able to help you here. I can note this as a Feature Requests for our Phone product team.

I’ll inquire about a possible work around although I’m not seeing one via API or webhook since none of the IVR or Auto Receptionist endpoints allow for real-time data retrieval, and we don’t have endpoints that are providing info at the start of that call flow (if you say you have all the events enabled, but are not receiving info until post-greeting)

4

Thanks for replying, it would be really helpful if you can have this raised as Feature Request and keep us posted for it.
For the workaround, if you could check with your team and provide us with one it would help us with our integration implementation which is stalled at the moment.

1 Like
5

Hi @D11 , still have not heard back from the phone team about this specifically, but just followed up.

6

Hello Gianni, Thanks for letting know, a solution would really help us. Looking forward for response from phone team.

1 Like
7

Hi @D11 , confirmed that there’s no work around at the moment. We will need to put in a feature request for events that share this info.

8

I just moved to feature requests.

9

Zoom webhooks don’t trigger during the Auto Receptionist greeting phase. Try:

:one: Call Control API for earlier call detection.
:two: SIP Integration to monitor real-time signals.
:three: Logging all webhooks for any hidden events.
:four: Requesting a new webhook from Zoom Support.

Polling /phone/call_logs is a last resort but not ideal. :rocket:

10

Hi @gianni.zoom Any update on implementation of this feature request?