CRM Lead Bank ↔ Ondial AI Voice

For: Himalayan Holidayers / Indian Travel Store / Visit Asia CRM
Goal: Your CRM sends a call job → Ondial AI calls the guest → Ondial sends the result back to your CRM. This guide is written in simple language so your CRM team can implement quickly.

1. Your requirements (from your PDF)

You asked for two jobs only:

Job	What you want
1. Lead verify	New Lead Bank enquiry → AI calls guest → result back to CRM → CRM allocates or discards
2. Missed follow-up	If consultant does not complete follow-up within 30 minutes → AI calls → CRM saves remarks + next follow-up time

Who does what (important)

Work	Owner
Duplicate / discard / “already called → do not send again”	Your CRM
Lead Bank → Allocation (branch + consultant)	Your CRM
30-minute missed follow-up timer	Your CRM
Write Follow-up tab (remarks + next time)	Your CRM
Place AI voice call	Ondial
Send call status + analytics to your webhook	Ondial

2. What is supported today on Ondial

Capability	Status
Your CRM pushes a lead/call job via API	✅ Supported
AI outbound voice call	✅ Supported
Webhook with call status	✅ Supported
Webhook with call analytics (outcome, remarks, transcript)	✅ Supported
Schedule another follow-up call via API	✅ Supported
Call recording via secure API	✅ Supported
Sandbox testing (no live phone call)	✅ Supported

Not done by Ondial (by design): Lead Bank UI, Allocation, 30‑minute CRM timer, writing into your Follow-up tab. Your CRM does those using our webhook data.

3. How it works on our platform (simple)

Your CRM                         Ondial
────────                         ──────
1. Check duplicate / already called
2. POST /api/v1/leads  ─────────►  Queue AI call
                                   AI talks to guest
3. Receive webhook  ◄───────────  Status + Analytics
4. Allocate / Discard / Update Follow-up tab

Base URL: your Ondial dashboard host (example: https://dashboard.ondial.ai)
Auth: Authorization: Bearer <your_api_key> Public docs: Push leads · CRM & webhooks

4. One-time setup

Request API key in Ondial Dashboard → API Access.
Create an API / Custom CRM campaign (Lead Verify). Start it.
Create a second campaign for Missed Follow-up AI (optional but recommended). Start it.
Register your CRM webhook URL (Dashboard → API Access → Notifications, or API below).
Subscribe at least to these events:
- outbound.lead.created
- call.outbound.status
- call.outbound.analysis

Register webhook (sample)

curl -sS -X POST "$ONDIAL_BASE_URL/api/v1/webhooks" \
  -H "Authorization: Bearer $ONDIAL_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "url": "https://your-crm.example.com/ondial/hooks",
    "eventTypes": [
      "outbound.lead.created",
      "outbound.lead.updated",
      "call.outbound.status",
      "call.outbound.analysis",
      "call.outbound.billed",
      "followup.scheduled",
      "credits.usage"
    ]
  }'

Save the webhook secret. Every delivery includes:

Header	Meaning
`X-Ondial-Event`	Event name
`X-Ondial-Signature`	HMAC-SHA256 of raw body with your secret
`X-Ondial-Idempotency-Key`	Unique delivery key

5. Use Case 1 — Lead Bank verify → Allocation

Step A — Your CRM sends the verify call job

Only send if lead is not duplicate / discarded / already called.

curl -sS -X POST "$ONDIAL_BASE_URL/api/v1/leads" \
  -H "Authorization: Bearer $ONDIAL_API_KEY" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: verify-LB-12345-2026-09-16" \
  -d '{
    "campaignId": "YOUR_VERIFY_CAMPAIGN_ID",
    "phone": "+919876543210",
    "name": "Rahul Sharma",
    "scheduledAt": "2026-09-16T11:05:00Z",
    "channel": "call",
    "consent": {
      "outboundCall": true,
      "capturedAt": "2026-09-16T10:00:00Z",
      "source": "crm"
    },
    "metadata": {
      "crmLeadId": "LB-12345",
      "destination": "Manali",
      "travelMonth": "October",
      "pax": 4,
      "companyName": "Indian Travel Store",
      "useCase": "lead_verify"
    }
  }'

scheduledAt is optional ISO 8601 UTC. Omit it to dial as soon as the campaign is active.

Sample API response (201)

{
  "contactId": "66f0a1b2c3d4e5f678901234",
  "campaignId": "66f0aaaa1111222233334444",
  "status": "accepted",
  "mode": "live",
  "channels": ["call"],
  "scheduledAt": "2026-09-16T11:05:00.000Z",
  "phone": "+919876543210",
  "name": "Rahul Sharma",
  "metadata": {
    "crmLeadId": "LB-12345",
    "destination": "Manali",
    "travelMonth": "October",
    "pax": 4,
    "companyName": "Indian Travel Store",
    "useCase": "lead_verify"
  }
}

Save contactId on your CRM lead.

Step B — Webhooks Ondial sends to your CRM

Every webhook body looks like:

{
  "eventType": "<EVENT_NAME>",
  "occurredAt": "2026-09-16T10:01:00.000Z",
  "data": { }
}

Event 1 — `outbound.lead.created`

Fired when Ondial accepts the new lead.

{
  "eventType": "outbound.lead.created",
  "occurredAt": "2026-09-16T10:00:05.000Z",
  "data": {
    "direction": "outbound",
    "action": "created",
    "contactId": "66f0a1b2c3d4e5f678901234",
    "campaignId": "66f0aaaa1111222233334444",
    "campaignName": "Lead Bank Verify",
    "source": "api",
    "status": "accepted",
    "mode": "live",
    "channels": ["call"],
    "name": "Rahul Sharma",
    "phone": "+919876543210",
    "phoneSuffix": "3210",
    "metadata": {
      "crmLeadId": "LB-12345",
      "destination": "Manali",
      "travelMonth": "October",
      "pax": 4,
      "useCase": "lead_verify"
    },
    "occurredAt": "2026-09-16T10:00:05.000Z"
  }
}

Event 2 — `call.outbound.status`

Fired when dial status changes (ringing, answered, completed, no answer, busy, failed).

{
  "eventType": "call.outbound.status",
  "occurredAt": "2026-09-16T10:02:10.000Z",
  "data": {
    "direction": "outbound",
    "callId": "call_9f3c2a1b",
    "status": "completed",
    "startedAt": "2026-09-16T10:01:00.000Z",
    "endedAt": "2026-09-16T10:02:05.000Z",
    "durationSeconds": 65,
    "fromNumber": "+9198XXXXXXXX",
    "toNumber": "+919876543210",
    "campaignId": "66f0aaaa1111222233334444",
    "contactId": "66f0a1b2c3d4e5f678901234",
    "hasTranscript": true,
    "hasAnalysis": false,
    "hasRecording": true,
    "phoneSuffix": "3210"
  }
}

Useful status values:

`status`	Meaning for your CRM
`completed`	Call connected and finished — wait for analysis
`no_answer`	No answer — retry / hold (your rule, max 2–3)
`busy`	Busy — retry later
`failed`	Failed — hold / manual review

Event 3 — `call.outbound.analysis` ★ main result for Allocation

Fired when AI analysis is ready (may be a few seconds after call ends).

{
  "eventType": "call.outbound.analysis",
  "occurredAt": "2026-09-16T10:02:40.000Z",
  "data": {
    "direction": "outbound",
    "callId": "call_9f3c2a1b",
    "campaignId": "66f0aaaa1111222233334444",
    "contactId": "66f0a1b2c3d4e5f678901234",
    "hasAnalysis": true,
    "analysisStatus": "completed",
    "classification": {
      "category": "Verified",
      "reason": "Guest confirmed name, Manali trip in October, 4 pax, and interest."
    },
    "conversationSummary": "Rahul confirmed interest in Manali for October with 4 travellers. Preferred callback after 6 PM.",
    "nextAction": {
      "type": "Call",
      "priority": "High",
      "action": "Allocate to consultant. First follow-up after 6 PM."
    },
    "conversation": {
      "transcript": "Agent: Hello, am I speaking with Rahul?\nUser: Yes.\nAgent: Are you planning Manali in October for 4 people?\nUser: Yes, interested.",
      "turnCount": 4,
      "turns": [
        { "role": "agent", "text": "Hello, am I speaking with Rahul?", "at": "2026-09-16T10:01:05.000Z" },
        { "role": "user", "text": "Yes.", "at": "2026-09-16T10:01:08.000Z" },
        { "role": "agent", "text": "Are you planning Manali in October for 4 people?", "at": "2026-09-16T10:01:15.000Z" },
        { "role": "user", "text": "Yes, interested.", "at": "2026-09-16T10:01:22.000Z" }
      ]
    }
  }
}

Step C — What your CRM does after analysis

`classification.category` (example)	Your CRM action
`Verified` / `Interested`	Mark verified → Allocation (branch + consultant)
`Callback Requested`	Verified + set first follow-up to preferred time
`Not Interested`	Discard with reason + remarks
`Wrong Number` / `Invalid`	Discard as fake / invalid
(from status) `no_answer` / `busy`	Retry max 2–3, then hold for manual review

Use conversationSummary as remarks.
Match lead with metadata.crmLeadId or saved contactId.

Optional — Get recording URL

Recording is not inside the analysis webhook. Fetch it like this:

curl -sS "$ONDIAL_BASE_URL/api/v1/calls/call_9f3c2a1b/recording" \
  -H "Authorization: Bearer $ONDIAL_API_KEY"

6. Use Case 2 — Follow-up pending 30 minutes → AI call

Step A — Your CRM timer (not Ondial)

Follow-up time arrives.
Consultant still has not saved a follow-up.
Wait 30 minutes.
If still pending → send AI call job to Ondial.

Step B — Send follow-up AI call job

Option 1 — New / requeue dial on follow-up campaign

curl -sS -X POST "$ONDIAL_BASE_URL/api/v1/leads" \
  -H "Authorization: Bearer $ONDIAL_API_KEY" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: followup-LB-12345-2026-09-16T11" \
  -d '{
    "campaignId": "YOUR_FOLLOWUP_CAMPAIGN_ID",
    "phone": "+919876543210",
    "name": "Rahul Sharma",
    "channel": "call",
    "requeue": true,
    "consent": {
      "outboundCall": true,
      "capturedAt": "2026-09-16T11:00:00Z",
      "source": "crm"
    },
    "metadata": {
      "crmLeadId": "LB-12345",
      "consultantName": "Anita Verma",
      "companyName": "Indian Travel Store",
      "useCase": "missed_followup"
    }
  }'

If this phone already finished on that campaign, send "requeue": true. Otherwise Ondial returns 422 requeue_required.

Option 2 — Schedule follow-up on existing contact

curl -sS -X POST "$ONDIAL_BASE_URL/api/v1/contacts/66f0a1b2c3d4e5f678901234/followups" \
  -H "Authorization: Bearer $ONDIAL_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "campaignId": "YOUR_FOLLOWUP_CAMPAIGN_ID",
    "channels": ["call"],
    "scheduledAt": "2026-09-16T11:05:00Z",
    "force": true
  }'

Step C — Webhooks (same event names)

You will again receive:

outbound.lead.updated (if requeued) or followup.scheduled
call.outbound.status
call.outbound.analysis ← use this to update Follow-up tab

Sample — `outbound.lead.updated` (requeued)

{
  "eventType": "outbound.lead.updated",
  "occurredAt": "2026-09-16T11:00:05.000Z",
  "data": {
    "direction": "outbound",
    "action": "requeued",
    "contactId": "66f0a1b2c3d4e5f678901234",
    "campaignId": "66f0bbbb1111222233334444",
    "status": "accepted",
    "channels": ["call"],
    "phone": "+919876543210",
    "metadata": {
      "crmLeadId": "LB-12345",
      "consultantName": "Anita Verma",
      "useCase": "missed_followup"
    }
  }
}

Sample — `followup.scheduled`

{
  "eventType": "followup.scheduled",
  "occurredAt": "2026-09-16T11:00:06.000Z",
  "data": {
    "contactId": "66f0a1b2c3d4e5f678901234",
    "campaignId": "66f0bbbb1111222233334444",
    "channels": ["call"],
    "scheduledAt": "2026-09-16T11:05:00.000Z"
  }
}

Sample — `call.outbound.analysis` (follow-up result)

{
  "eventType": "call.outbound.analysis",
  "occurredAt": "2026-09-16T11:08:00.000Z",
  "data": {
    "direction": "outbound",
    "callId": "call_aa11bb22",
    "campaignId": "66f0bbbb1111222233334444",
    "contactId": "66f0a1b2c3d4e5f678901234",
    "hasAnalysis": true,
    "analysisStatus": "completed",
    "classification": {
      "category": "Callback Requested",
      "reason": "Guest asked to call tomorrow at 11 AM."
    },
    "conversationSummary": "Guest is still interested. Requested callback tomorrow 11:00 AM. Do not close the lead.",
    "nextAction": {
      "type": "Call",
      "priority": "High",
      "action": "Set next follow-up to tomorrow 11:00 AM. Keep lead open for consultant Anita Verma."
    },
    "conversation": {
      "transcript": "Agent: ...\nUser: Please call tomorrow at 11.",
      "turnCount": 2,
      "turns": [
        { "role": "agent", "text": "When should we call you back?", "at": "2026-09-16T11:06:10.000Z" },
        { "role": "user", "text": "Tomorrow at 11 AM.", "at": "2026-09-16T11:06:18.000Z" }
      ]
    }
  }
}

Step D — What your CRM does (Follow-up tab)

Outcome	Your CRM action
Connected / Callback requested	Save remarks + next follow-up date/time from guest
Not interested	Save remarks; consultant review (do not auto-close)
Wrong number	Flag consultant (do not auto-close)
No answer / busy	Save remarks; set next follow-up +30 / +60 minutes

7. Suggested outcome mapping

Agree these categories during campaign setup (script + analysis):

Ondial `classification.category`	Use Case 1 (Lead Bank)	Use Case 2 (Follow-up)
`Verified`	→ Allocation	Update remarks + next FU
`Callback Requested`	Allocation + preferred slot	Set next FU to guest time
`Not Interested`	Discard	Remarks; no auto-close
`Wrong Number`	Discard	Flag consultant
Status `no_answer` / `busy`	Retry then hold	Next FU +30 / +60 min

8. Typical webhook order (one dial)

outbound.lead.created   (or outbound.lead.updated if requeue)
call.outbound.status      (e.g. completed / no_answer)
call.outbound.analysis    ★ use for CRM business decision
call.outbound.billed      (optional — billing)
credits.usage             (optional — wallet)

Always upsert by callId. A requeue creates a new callId and a new set of call webhooks.

9. Quick checklist

Your CRM

API key stored securely
After Lead Bank checks → POST /api/v1/leads (verify campaign)
Webhook URL live + signature verify
On call.outbound.analysis → Allocation / Discard
30‑min missed follow-up timer → send follow-up AI job
On analysis → update Follow-up tab
Store contactId + crmLeadId together

Ondial

Verify campaign + follow-up campaign ready
Analysis categories aligned with your table
Retries 2–3 configured
Sandbox test → then live

10. Summary

Topic	Answer
Can Ondial do your two jobs?	Yes
How do you send a call?	`POST /api/v1/leads`
How do you get the result?	Webhooks: `call.outbound.status` + `call.outbound.analysis`
Who allocates the lead?	Your CRM (using analysis webhook)
Who runs the 30‑min timer?	Your CRM
New product build needed?	No — use existing API + webhooks

Bottom line: Your CRM remains the brain (Lead Bank, Allocation, Follow-up). Ondial places the AI call and returns analytics to your webhook.

Start

Build

Concepts

Ops

CRM Lead Bank integration

CRM Lead Bank ↔ Ondial AI Voice

1. Your requirements (from your PDF)

Who does what (important)

2. What is supported today on Ondial

3. How it works on our platform (simple)

4. One-time setup

Register webhook (sample)

5. Use Case 1 — Lead Bank verify → Allocation

Step A — Your CRM sends the verify call job

Sample API response (201)

Step B — Webhooks Ondial sends to your CRM

Event 1 — `outbound.lead.created`

Event 2 — `call.outbound.status`

Event 3 — `call.outbound.analysis` ★ main result for Allocation

Step C — What your CRM does after analysis

Optional — Get recording URL

6. Use Case 2 — Follow-up pending 30 minutes → AI call

Step A — Your CRM timer (not Ondial)

Step B — Send follow-up AI call job

Step C — Webhooks (same event names)

Sample — `outbound.lead.updated` (requeued)

Sample — `followup.scheduled`

Sample — `call.outbound.analysis` (follow-up result)

Step D — What your CRM does (Follow-up tab)

7. Suggested outcome mapping

8. Typical webhook order (one dial)

9. Quick checklist

Your CRM

Ondial

10. Summary

​CRM Lead Bank ↔ Ondial AI Voice

​1. Your requirements (from your PDF)

​Who does what (important)

​2. What is supported today on Ondial

​3. How it works on our platform (simple)

​4. One-time setup

​Register webhook (sample)

​5. Use Case 1 — Lead Bank verify → Allocation

​Step A — Your CRM sends the verify call job

​Sample API response (201)

​Step B — Webhooks Ondial sends to your CRM

​Event 1 — outbound.lead.created

​Event 2 — call.outbound.status

​Event 3 — call.outbound.analysis ★ main result for Allocation

​Step C — What your CRM does after analysis

​Optional — Get recording URL

​6. Use Case 2 — Follow-up pending 30 minutes → AI call

​Step A — Your CRM timer (not Ondial)

​Step B — Send follow-up AI call job

​Step C — Webhooks (same event names)

​Sample — outbound.lead.updated (requeued)

​Sample — followup.scheduled

​Sample — call.outbound.analysis (follow-up result)

​Step D — What your CRM does (Follow-up tab)

​7. Suggested outcome mapping

​8. Typical webhook order (one dial)

​9. Quick checklist

​Your CRM

​Ondial

​10. Summary

CRM Lead Bank ↔ Ondial AI Voice

1. Your requirements (from your PDF)

Who does what (important)

2. What is supported today on Ondial

3. How it works on our platform (simple)

4. One-time setup

Register webhook (sample)

5. Use Case 1 — Lead Bank verify → Allocation

Step A — Your CRM sends the verify call job

Sample API response (201)

Step B — Webhooks Ondial sends to your CRM

Event 1 — `outbound.lead.created`

Event 2 — `call.outbound.status`

Event 3 — `call.outbound.analysis` ★ main result for Allocation

Step C — What your CRM does after analysis

Optional — Get recording URL

6. Use Case 2 — Follow-up pending 30 minutes → AI call

Step A — Your CRM timer (not Ondial)

Step B — Send follow-up AI call job

Step C — Webhooks (same event names)

Sample — `outbound.lead.updated` (requeued)

Sample — `followup.scheduled`

Sample — `call.outbound.analysis` (follow-up result)

Step D — What your CRM does (Follow-up tab)

7. Suggested outcome mapping

8. Typical webhook order (one dial)

9. Quick checklist

Your CRM

Ondial

10. Summary