Call Rescheduled Webhook

Overview

The Call Rescheduled webhook is triggered whenever a previously booked call is rescheduled to a new time in your iClosed.io account. This event provides complete details about the rescheduled call, including the new timing, original timing, and rescheduling information.

Event Details

Event Type: callRescheduled
Trigger: When a call is rescheduled to a different time
Payload: Complete call information with new and original timing details

Webhook Payload

The webhook payload contains detailed information about the rescheduled call:

[
  {
    "event_type": {
      "uuid": "123",
      "kind": "Round Robin",
      "slug": "event-name",
      "name": "Event Name",
      "duration": "15",
      "durationUnit": "MINUTES",
      "owner": {
        "type": "closer"
      },
      "type": "STRATEGY_EVENT"
    },
    "event": {
      "uuid": "45526",
      "assigned_to": {
        "1": "Example Name"
      },
      "extended_assigned_to": {
        "1": {
          "name": "Example Name",
          "email": "email@example.com",
          "primary": "true"
        }
      },
      "utc_start_time": "2023-02-15T16:00:00+01:00",
      "utc_end_time": "2023-02-15T16:00:00+01:00",
      "start_time": "2023-02-15T18:00:00+01:00",
      "start_time_pretty": "06:00pm - Wednesday, February 15, 2023",
      "invitee_start_time": "2023-02-15T18:00:00+01:00",
      "invitee_start_time_pretty": "06:00pm - Wednesday, February 15, 2023",
      "end_time": "2023-02-15T18:30:00+01:00",
      "end_time_pretty": "06:30pm - Wednesday, February 15, 2023",
      "invitee_end_time": "2023-02-15T18:30:00+01:00",
      "invitee_end_time_pretty": "06:30pm - Wednesday, February 15, 2023",
      "created_at": "2023-02-14T22:11:30+01:00",
      "type": "STRATEGY_CALL",
      "location": "https://app.iclosed.io/e/event-name",
      "old_start_time": "2023-02-15T12:00:00+01:00",
      "canceled": false,
      "canceler_name": null,
      "cancel_reason": null,
      "canceled_at": null,
      "setter": {
        "firstName": "Setter",
        "lastName": "Name",
        "email": ""
      }
    },
    "invitee": {
      "previewUrl": "http://localhost:3000/app/global-data/contacts?preview=abc123",
      "uuid": "ececc9a9-8837-4a4a-b720-e160319e0730",
      "first_name": "null",
      "last_name": "null",
      "name": "invite name",
      "email": "invitee@example.com",
      "text_reminder_number": "+32 123 12 12 12",
      "timezone": "Europe/Berlin",
      "created_at": "2023-02-14T22:11:30+01:00",
      "is_reschedule": true,
      "reschedule_reason": null,
      "canceled": false,
      "canceler_name": null,
      "cancel_reason": null,
      "canceled_at": null
    },
    "questions_and_answers": [
      {
        "question": "Phone Number",
        "answer": "+32 123 12 12 12"
      }
    ],
    "questions_and_responses": {
      "question": "Phone Number",
      "response": "+32 123 12 12 12",
      "Phone Number": "+32 123 12 12 12"
    },
    "tracking": {
      "utm_term": "",
      "utm_source": "",
      "utm_medium": "",
      "utm_content": "",
      "utm_campaign": "",
      "first_utm_term": "",
      "first_utm_source": "",
      "first_utm_medium": "",
      "first_utm_content": "",
      "first_utm_campaign": "",
      "utmKey_0": "",
      "utmValue_0": "",
      "utmKey_1": "",
      "utmValue_1": "",
      "utmKey_2": "",
      "utmValue_2": "",
      "utmKey_3": "",
      "utmValue_3": "",
      "utmKey_4": "",
      "utmValue_4": ""
    },
    "hookType": "Call rescheduled"
  }
]

Key Differences from Call Booked

Rescheduling Indicators

old_start_time: The original start time before rescheduling
is_reschedule: Set to true for the invitee object
reschedule_reason: Optional reason for the reschedule
canceled: Remains false (not cancelled, just rescheduled)

Hook Type

hookType: Set to “Call rescheduled” to distinguish from booking events

Key Fields Explained

Event Type Information

event_type: Configuration details of the event type
- uuid: Unique identifier for the event type
- kind: Booking strategy (e.g., “Round Robin”, “Direct Assignment”)
- slug: URL-friendly event name
- name: Display name of the event
- duration: Call duration (typically unchanged)
- owner.type: Type of owner (closer, setter, etc.)

Event Details

event: Information about the rescheduled call
- uuid: Unique call identifier (same as original booking)
- old_start_time: Original start time before rescheduling
- start_time/end_time: New scheduled times
- start_time_pretty/end_time_pretty: Human-readable new times
- utc_start_time/utc_end_time: UTC timestamps for new times
- canceled: Remains false (not cancelled)
- assigned_to: Team member assignment (may change)
- type: Call type (STRATEGY_CALL, DISCOVERY_CALL, etc.)

Invitee Information

invitee: Details about the person who rescheduled
- is_reschedule: Set to true indicating this is a reschedule
- reschedule_reason: Reason for rescheduling (if provided)
- canceled: Remains false (not cancelled)
- previewUrl: Link to view the contact in iClosed.io
- name: Full name of the invitee
- email: Invitee’s email address
- text_reminder_number: Phone number for SMS reminders
- timezone: Invitee’s timezone

Questions and Responses

questions_and_answers: Original booking form responses
questions_and_responses: Object format of responses

Tracking Information

tracking: Original UTM parameters and attribution data
- Preserved from the original booking

Rescheduling Reasons

Common rescheduling reasons include:

Schedule Conflict: Original time no longer works
Better Availability: Found a more convenient time
Time Zone Confusion: Clarified timezone differences
Preparation Needed: Need more time to prepare
Technical Issues: Platform or connectivity problems
Personal Emergency: Temporary personal situation
Business Priority: Higher priority meeting came up
Travel Delay: Delayed arrival or departure

Use Cases

This webhook is useful for:

Calendar Updates: Update calendar events with new times
CRM Synchronization: Update opportunity records with new timing
Team Notifications: Alert team members about schedule changes
Analytics Tracking: Monitor rescheduling patterns and frequency
Customer Communication: Send confirmation of new timing
Resource Management: Update team member availability
Reporting: Track rescheduling metrics and team performance
Workflow Automation: Trigger follow-up actions for rescheduled calls

Response Requirements

Your webhook endpoint should:

Return a 2xx status code to acknowledge receipt
Respond within 5 seconds to avoid retries
Handle duplicate events (idempotency)
Log the call UUID and rescheduling details for debugging
Compare old_start_time with new start_time to confirm changes

Best Practices

Time Comparison: Use old_start_time to identify what changed
Reason Tracking: Monitor reschedule_reason for patterns
Calendar Management: Update all calendar entries immediately
Team Communication: Notify assigned team members promptly
Customer Confirmation: Send confirmation of new timing
Availability Updates: Update team member availability slots
Follow-up Timing: Adjust any automated follow-up sequences
Data Consistency: Ensure all systems reflect the new timing

Rescheduling Workflows

When Invitee Reschedules

Send confirmation of new timing
Update calendar entries
Notify assigned team member
Adjust any automated reminders
Update CRM with new timing
Trigger rescheduling analytics

When Host Reschedules

Send apology and explanation
Offer alternative times if needed
Update internal calendars
Notify relevant team members
Track rescheduling reasons
Update availability management

Time Zone Considerations

timezone: Always use invitee’s timezone for local times
utc_start_time: Use UTC times for system integrations
start_time_pretty: Use pretty format for customer communications
Timezone Changes: Handle cases where timezone itself changes

Rescheduling vs Cancellation

Key Differences

Rescheduling: Call is moved to a new time, canceled: false
Cancellation: Call is completely cancelled, canceled: true
Rescheduling: Preserves all original booking data
Cancellation: May require new booking process

Handling Both Events

Monitor both callRescheduled and callCancelled webhooks
Use canceled flag to determine event type
Implement different workflows for each scenario
Track both metrics for business intelligence

Webhooks

Webhook Event Types

Call Rescheduled Webhook

Overview

Event Details

Webhook Payload

Key Differences from Call Booked

Rescheduling Indicators

Hook Type

Key Fields Explained

Event Type Information

Event Details

Invitee Information

Questions and Responses

Tracking Information

Rescheduling Reasons

Use Cases

Response Requirements

Best Practices

Rescheduling Workflows

When Invitee Reschedules

When Host Reschedules

Time Zone Considerations

Rescheduling vs Cancellation

Key Differences

Handling Both Events

Webhooks

Webhook Event Types

​Overview

​Event Details

​Webhook Payload

​Key Differences from Call Booked

​Rescheduling Indicators

​Hook Type

​Key Fields Explained

​Event Type Information

​Event Details

​Invitee Information

​Questions and Responses

​Tracking Information

​Rescheduling Reasons

​Use Cases

​Response Requirements

​Best Practices

​Rescheduling Workflows

​When Invitee Reschedules

​When Host Reschedules

​Time Zone Considerations

​Rescheduling vs Cancellation

​Key Differences

​Handling Both Events

Overview

Event Details

Webhook Payload

Key Differences from Call Booked

Rescheduling Indicators

Hook Type

Key Fields Explained

Event Type Information

Event Details

Invitee Information

Questions and Responses

Tracking Information

Rescheduling Reasons

Use Cases

Response Requirements

Best Practices

Rescheduling Workflows

When Invitee Reschedules

When Host Reschedules

Time Zone Considerations

Rescheduling vs Cancellation

Key Differences

Handling Both Events