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Using Call Out URLs with Zapier

The following article details how to use the Infinity platform's Call Out URLs (webhooks) integration in tandem with Zapier.

What is Zapier?

Zapier is a tool used to connect web apps together. It’s aimed at non-technical users, and boasts an app directory of over 500 apps in a plethora of industries.

By creating a Zap (an integration between two apps on Zapier), when a certain event occurs in one app, a user can choose to automatically perform an action in another app. These are called Triggers and Actions.

Whenever the trigger happens in one app, Zapier will automatically perform the actions or searches in another app.

Zapier Checklist

To integrate your Infinity installation with Zapier, you’ll need a Zapier account. If you aren’t already a subscriber, the pricing options for Zapier can be found here.

You’ll also need to make sure your Infinity subscription caters for setting up an additional integration. This will be a priced bolt-on for Small Business packages, and may be inclusive for Professional and Enterprise packages depending upon the number of integrations you’ve already activated. For more information, please contact the Infinity support team, who will be able to offer advice.

Infinity & Zapier

At present, we’ve not quite finished our official Infinity Tracking app for Zapier, but thanks to Infinity’s Call Out URL integration, we’re already able to integrate with Zapier using their webhooks feature. Follow through this article to learn how.

Setting up a Zapier Trigger

Before you get started, head over to zapier.com and log in to your Zapier account.

First, you’ll need to set up a new Zap. Head over to your Zapier account and in the top right of the user interface, hit the “Make a Zap!” button. You’ll then be presented with a step by step wizard.


In step 1, you’ll need to specify the app that triggers your Zap. In our case, this will be the event that occurs within Infinity, such as a call having being made to your installation, or a goal having been met by a visitor. As stated earlier in this article, we’ve not quite finished our official app, so you won’t find it in the list of apps on Zapier yet. In the meantime, we can manually create the integration using Webhooks on Zapier.

A webhook is the means of one app (in this case Infinity) sending data to another app in real-time when an event occurs. It’s essentially the underlying mechanism of most triggers on Zapier, except for this article, we’ll be constructing it ourselves. Don’t worry – it’s not as complicated as it may sound.

In the Trigger App search box, type in “webhooks”, and then select Webhooks on Zapier in the results.


You’ll then see two options; Poll URL and Catch Hook. As we’ll be sending data from Infinity when it occurs real-time, we need to catch a hook. We’re effectively setting up a listening point on Zapier, ready to catch and translate the data that’ll be sent across by Infinity when a call occurs. We’ll be setting this part up later in this article.

Select Catch Hook, and hit Save + Continue.


The following Child Key step is entirely optional, and in our case isn’t relevant. Leave it blank and just press Continue.

Zapier will then generate a URL for you to copy. This URL is where we’ll tell the Infinity integration to automatically send data to when an event occurs. Hit the Copy to Clipboard button, and make sure you leave this window open as we’ll be coming back to it shortly.


Creating an Infinity Call Out URL integration

Open a new tab or window, navigate to portal.infinitycloud.com, and log in to your Infinity installation.

Once you’re logged in, head over to the Admin section of your installation in the right hand side of the navigation menu.


Next, choose the Integrations item in the sub-navigation.

Within the Integrations page, select Add Integration at the top of the table.

On the next page, select Call Out URL from the Integration Type drop down.

You’ll then be taken to the creation page of your new Call Out URL integration. First, give it a name that’ll make sense to you later down the line. It’s generally a good idea to mention what the trigger is here, such as “Zapier Webhook – Calls over 10 mins”.

In the Settings section, paste the Zapier URL we copied earlier into the URL field.


Next, we need to decide what triggers this integration to send its data. This can be based on all calls, certain types of calls or call behaviour, or various parts of the visitor journey. For example, you may want to send missed calls, or calls that lasted longer than a certain duration.

When an event that meets these criteria occurs, Infinity will send the associated data to the URL we pasted in above, which in turn will cause Zapier to translate it and send it on to the Action app of your Zap.


Under the Parameter Mappings section, we need to decide what data to send. For example, there’s a whole range of data that’s collected when a call occurs, but we might not really need all of it in the app that we’re integrating with in Zapier; you might only need the caller ID and the duration of the call.

Click the Add Custom Dimension button to add as many fields as you’d like. Select the field of data you want to send, and then add a friendly name to recognise it later in Zapier in the URL Param box.


In the example above, we’re informing Infinity to send the following data when a call occurs of over 10 minutes in length:

  • Source Phone Number (The caller ID of the inbound call)
  • Bridge Duration (The total time the call was connected)
  • Dial-In Group Name (The tracking pool the call was made to)

As you’re entering these fields in, you’ll see the preview URL below begin to populate with your values. This URL is what will be fired when the event above occurs, Zapier will then pick this up (catch the hook) and translate the data from the URL parameters you’ve entered, and use it in your Action app.

Testing your Infinity and Zapier integration

Leave your Infinity tab open, and head back over to Zapier. You should still be on the “Test Webhooks by Zapier” page.

Hit the OK, I did this button.

Zapier will then ask you to send a hook for it to test the trigger. To do this, hop over to Infinity and copy and paste the preview URL into a new browser window and press Enter.


When you’ve done this, you’ll see some technical information in your browser. This indicates that our test hook was successful.


Back on Zapier, you’ll then see it shows a successful message that it found your test hook. You can click on the View Hook option to ensure all your chosen fields are tracking correctly. This hook was just a test, so you won’t see any real values yet.


When you’re done, hit the Continue button.

Meanwhile, make sure you click Save on your Infinity integration.

You can now proceed to use the fields you sent in the test hook in any other app on Zapier’s directory, in the Action part of your Zap. If you’re on the Work or Teams plans, you’ll also be able to set up multi-part Zaps that search using this data too. The screenshot below shows using the caller ID field (source phone number) in a Google Sheet.


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