Section 4 — Customer Summary Callback

Where Section 3 tells you about one call, this callback tells you about the contact.

It is a flat, CRM-shaped view of where a customer currently stands — their latest intent, their BANT position, their qualification answers, their talking points, keyed by the contact's phone and email rather than by a call id. It is designed to be written straight into a CRM record or an automation tool without much transformation.

How to enable it

This callback is not enabled by default

Unlike Section 3, sending a callback_url does not switch this on. It has to be configured for your workspace by Zipteams.

Contact us to enable it, and tell us:

The URL you want the payload posted to.
Your field names, if you want the contact identifiers renamed to match your system — see Field name mapping below.
Basic auth credentials, if your endpoint requires them — see Authentication below.

We will confirm once it is live.

Delivery details

Property	Value
Method	`POST`
Content type	`application/json`
Destination	The URL you gave us during enablement — not the `callback_url` in your call-sync payload
Timing	After each call for that contact finishes processing, reflecting their latest state
Expected response	`200 OK`
Authentication	None by default; HTTP Basic Auth available on request

If your endpoint restricts inbound traffic by IP

We can send these callbacks from a fixed whitelisted IP address:

13.201.157.246

Mention it when you contact us to enable the callback and we will configure it at the same time.

Payload

{
  "type": "CUSTOMER_SUMMARY",
  "customer_id": "CRM-100294",
  "phone": "+919876543210",
  "email": "rahul.verma@example.com",
  "owner": "priya.sharma@yourcompany.com",
  "intent": "INTERESTED",
  "intent_justification": "The customer confirmed budget availability and asked for a demo next week, indicating active evaluation.",
  "intent_score": 74,
  "objection": "Concerned about how quickly the team can be onboarded before the quarter ends.",
  "objection_handling": "The agent explained that onboarding takes under a week and offered a weekend setup session.",
  "objection_category": "Implementation Timeline",
  "budget": "Approximately 3 lakh per annum, already approved.",
  "authority": "The customer is the decision maker but will loop in their finance lead.",
  "needs": "Call quality visibility across a 40-member sales team and less manual call auditing.",
  "competitors": "Also evaluating one other vendor.",
  "timeline": "Wants to go live before the end of the quarter.",
  "customer_involvement": 68,
  "call_quality_score": 82,
  "qualification": {
    "Needs": "Call quality visibility for a 40-member sales team.",
    "Budget": "Confirmed budget of approximately 3 lakh per annum.",
    "Timeline": "Wants to go live before the end of the quarter."
  },
  "talking_points": "1. Onboarding timeline\n  Walk through the one-week onboarding plan and share the checklist.\n  This directly addresses their quarter-end concern.\n\n2. Competitor differentiation\n  Cover the two capabilities the other vendor does not offer before revisiting pricing.\n  The customer raised the comparison but it was never addressed.",
  "meta": {
    "internal_row_id": "8842",
    "campaign": "July Retargeting"
  }
}

Field reference

Identification

Field	Type	Description
`type`	string	Always `"CUSTOMER_SUMMARY"`. Use it to tell this payload apart from `CALL_SUMMARY` if both post to the same endpoint.
`customer_id`	string	The `customer.id` you sent when syncing the call — i.e. your own CRM id for this contact. Use this to look the record up on your side.
`phone`	string	The contact's phone number. The key name is configurable — see Field name mapping.
`email`	string	The contact's email. Key name configurable.
`owner`	string	Email of the Zipteams user who owns this contact. Key name configurable.

Intent

Field	Type	Description
`intent`	string	Aggregated intent label across all of this contact's calls, e.g. `HIGH`, `MODERATE`, `LOW`, `INTERESTED`, `NEUTRAL`, `NOT_QUALIFIED`, `NOT_AVAILABLE`.
`intent_justification`	string	Why that intent label was assigned. Free text, typically 3–4 lines — size your CRM field accordingly.
`intent_score`	number	Score from 0 to 100 representing the lead's overall interest level.

BANT and objections

Field	Type	Description
`budget`	string	Budget information captured from the BANT framework across all calls.
`authority`	string	Decision-maker information captured from BANT.
`needs`	string	Key requirements and pain points captured from BANT.
`timeline`	string	Expected purchase or decision timeline from BANT.
`competitors`	string	Competing products or vendors the lead mentioned.
`objection`	string	Key objections raised by the lead across all calls.
`objection_handling`	string	How the agent handled or addressed those objections.
`objection_category`	string	Category bucket for the objection, e.g. `Pricing`, `Functionality`, `Timing`.

Scores

Field	Type	Description
`customer_involvement`	number	Score from 0 to 100 for how engaged the lead was across their calls. Higher means more two-way conversation and less agent monologue.
`call_quality_score`	number	Audit / quality score from 0 to 100, reflecting the most recent call with this lead.

Qualification and coaching

Field	Type	Description
`qualification`	object	A flat map of `label` → `answer` for each qualification topic that was discussed. Note the difference from Section 3, where `qualification` is an array of `{ label, answer }` objects. Here it is an object keyed by label, so it drops straight into CRM fields.
`talking_points`	string	Suggested next-conversation talking points as a single numbered, newline-separated string, ready to paste into a CRM note field.

Your data

Field	Type	Description
`meta`	object	The `metadata` object from this contact's most recent synced call, returned verbatim. Empty or absent if no metadata was sent.

Every analysis field is optional

Only type is guaranteed. Any inference field can be empty or absent depending on what was actually discussed. Never assume a field is present.

Field name mapping

Three keys in the payload are renameable, so the JSON can match the field names your CRM or automation tool already expects. Tell us the mapping when you ask us to enable the callback.

Payload key	Default name	Example custom name
Phone	`phone`	`phone_number`, `mobile`, `Phone__c`
Email	`email`	`contact_email`, `Email`
Owner	`owner`	`OwnerId`, `assigned_to`

With a mapping of phone → phone_number, email → contact_email, owner → OwnerId, the top of the payload arrives as:

{
  "type": "CUSTOMER_SUMMARY",
  "customer_id": "CRM-100294",
  "phone_number": "+919876543210",
  "contact_email": "rahul.verma@example.com",
  "OwnerId": "priya.sharma@yourcompany.com",
  "intent": "INTERESTED"
}

All other field names are fixed.

Authentication on your endpoint

By default the callback is an unauthenticated POST with Content-Type: application/json.

If your endpoint requires HTTP Basic Auth, give us the username and password during enablement and we will send an Authorization: Basic … header on every request.

Other auth schemes (bearer tokens, HMAC signatures, custom headers) are not currently supported. If you need one, get in touch and we will discuss options — a common workaround is a hard-to-guess path segment or query string in the callback URL itself.

Receiving the callback

// Express example
app.post('/zipteams/customer-summary', (req, res) => {
  // 1. Acknowledge first.
  res.sendStatus(200);

  // 2. Then process.
  const payload = req.body;

  if (payload.type !== 'CUSTOMER_SUMMARY') return;   // ignore other callback types

  // qualification is an OBJECT here, not an array
  const budgetAnswer = payload.qualification?.['Budget'];

  crm.upsertContact({
    externalId: payload.customer_id,
    phone: payload.phone,
    email: payload.email,
    intent: payload.intent,
    intentScore: payload.intent_score,
    nextSteps: payload.talking_points,
    budget: budgetAnswer,
  });
});

Testing your endpoint

YOUR_CALLBACK_URL="https://yourcompany.com/zipteams/customer-summary"

curl -X POST "$YOUR_CALLBACK_URL" \
  -H "Content-Type: application/json" \
  -d '{
  "type": "CUSTOMER_SUMMARY",
  "customer_id": "CRM-100294",
  "phone": "+919876543210",
  "email": "rahul.verma@example.com",
  "owner": "priya.sharma@yourcompany.com",
  "intent": "INTERESTED",
  "intent_justification": "The customer confirmed budget availability and asked for a demo next week.",
  "intent_score": 74,
  "objection": "Concerned about onboarding time before quarter end.",
  "objection_handling": "The agent explained onboarding takes under a week.",
  "objection_category": "Implementation Timeline",
  "budget": "Approximately 3 lakh per annum, already approved.",
  "authority": "Decision maker, will loop in finance.",
  "needs": "Call quality visibility for a 40-member sales team.",
  "competitors": "Also evaluating one other vendor.",
  "timeline": "Wants to go live before quarter end.",
  "customer_involvement": 68,
  "call_quality_score": 82,
  "qualification": {
    "Budget": "Confirmed approximately 3 lakh per annum.",
    "Timeline": "Wants to go live before the end of the quarter."
  },
  "talking_points": "1. Onboarding timeline\n  Walk through the one-week onboarding plan.",
  "meta": { "internal_row_id": "8842" }
}'

If you use Basic Auth, add -u "username:password".

Section 3 or Section 4 — which do you need?

	Section 3 — Call Summary	Section 4 — Customer Summary
Granularity	One payload per call	One payload per contact, refreshed after each of their calls
Enabling	Automatic — just send `callback_url`	Contact us to enable
Destination URL	The `callback_url` in your payload, per call	One URL configured for your workspace
Primary key	`call_id`	`customer_id`, plus phone and email
`type` value	`CALL_SUMMARY`	`CUSTOMER_SUMMARY`
`qualification` shape	Array of `{ label, answer }`	Object of `label: answer`
Includes chapter summaries	Yes (`summary`)	No
Includes per-parameter QA scoring	Yes (`quality` array)	No — only the aggregate `call_quality_score`
Includes BANT as separate fields	Grouped in a `bant` object	Flat top-level fields
Includes talking points	No	Yes (`talking_points`)
Custom field names	No	Yes, for phone / email / owner
Basic auth support	No	Yes
Best for	Call-level QA, coaching dashboards, per-call records	Writing the latest state into a CRM contact or an automation tool

Most integrations start with Section 3 and add Section 4 later when they want contact-level state pushed into a CRM. You can run both at the same time — check the type field to tell them apart.

Section 1 — Call Sync API — where customer.id and metadata are set
Section 3 — Call Summary Callback — the per-call equivalent, enabled by default

How to enable it​

Delivery details​

Payload​

Field reference​

Identification​

Intent​

BANT and objections​

Scores​

Qualification and coaching​

Your data​

Field name mapping​

Authentication on your endpoint​

Receiving the callback​

Testing your endpoint​

Section 3 or Section 4 — which do you need?​

Related​