Understanding CTM Webhooks: Record Creation vs. Record Update (CRM)
Dazos CRM includes two distinct CTM-specific webhooks — one for creating records and one for updating them. A common misconception is that CRM webhooks can only create records. In fact, the Dazos Record Update webhook is specifically designed to update an existing record with new data sent by CTM after a call ends.
When to Use / Why It Matters
This is most relevant for customers who want CTM call scores, notes, or other fields filled in during a call to sync back into Dazos CRM. Without the Record Update webhook configured correctly, that data never reaches the CRM record.
The Two CTM Webhooks
📥 Dazos Record Create — Fired when CTM first sends call data to Dazos (e.g., when the call starts or is answered). Creates a new Lead or Call Log with the initial caller data (name, phone, etc.).
🔄 Dazos Record Update — Fired after the call ends. Sends any data entered during the call (e.g., score, notes, disposition) to update the existing record in Dazos CRM. This is the default configuration at implementation.
How to Verify or Configure the Record Update Webhook
Contact the team member who handled the original CTM integration setup for the instance (or check with your implementation rep).
In CTM, confirm that a Dazos Record Update webhook is configured and set to trigger at the end of the call.
In Dazos CRM, verify the field mappings in Settings → CRM Settings → Integration → VOIP Settings → Map Calling Fields to confirm the desired CTM fields (like Score) are mapped to CRM fields.
Run a test call, enter a score in CTM during the call, end the call, and confirm the score appears in the Dazos CRM record.
Verification / Expected Result
After the call ends and CTM fires the Record Update webhook, the existing CRM record (Lead or Call Log) should reflect the score, notes, or other fields entered in CTM during the call. No new record should be created — only the existing one is updated.
Troubleshooting / Common Errors
⚠️ Score or notes not appearing after the call: The Dazos Record Update webhook may not be set up in CTM, or it may not be triggering at call end. Check CTM webhook settings.
⚠️ Duplicate records being created: Ensure the Record Create and Record Update webhooks are distinct and not both triggering on the same event.
⚠️ Standard CRM inbound webhooks (non-CTM) only support record creation — the Record Update capability is specific to the CTM integration setup, not the general webhook framework.
Related Resources
How to Integrate CTM with Dazos CRM
How to Map CTM Users to Dazos Through VOIP Settings
Does CTM Log Outbound Calls in Dazos CRM?