APIs and webhooks for service calls

Connect AI Phone Agents to Your Business Systems

Connect every AI phone call to the systems that run your business.

Lacy.ai helps service businesses and home service teams use APIs and webhooks to connect AI Phone Agents to CRMs, calendars, dispatch tools, field service platforms, workflow automation, reporting systems, and internal business applications.

  • Connect CRMs and calendars
  • Run configured mid-call actions
  • Send post-call webhooks
  • Keep call data moving
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Customer conversation connected to the next service action
Real AI Phone Calls

Hear how Lacy handles real service business calls for San Francisco Ice.

Listen to real examples of Lacy answering calls, capturing details, recognizing customer needs, and moving each conversation toward the right next action.

Target logo

Target pallet order

Target orders a pallet of ice from SF Ice. The AI Phone Agent naturally confirms the request and applies its trained knowledge of the pallet’s weight and quantity.

Walgreens logo

Walgreens ice order

Walgreens requests the minimum number of ice bags. The AI Phone Agent uses knowledge base logic to determine the correct quantity and handles the order naturally.

Southwest Airlines logo

Southwest Airlines order

Southwest Airlines orders a pallet of ice and updates the delivery address. The AI Phone Agent reasons through both requests and completes the call in a natural, human-like way.

These are customer calls handled for San Francisco Ice Company. Target, Walgreens, and Southwest Airlines are callers in these examples, not presented as direct Lacy.ai customers or endorsements. Sensitive details may be redacted for privacy.

How it works

From customer request to connected action.

01

Look up the customer.

Check appointment availability, look up a customer record, validate a service area, check order status, or trigger configured dispatch logic.

Look up the customer.
02

Confirm the next step.

Once the appointment details are ready, your configured workflow can send a confirmation and share the job details with the service team.

Confirm the next step.
03

Give operations the full picture.

Send the call summary, urgency, service address, and next action into the tools your team uses. Less copying between systems; a clearer handoff to the dispatcher.

Give operations the full picture.

Illustrative example. Actions depend on your configured systems and business rules.

APIs and webhooks, explained

Give every call a connection to your business.

APIs and webhooks connect your AI Phone Agent to your business systems.

An API allows systems to exchange data and take actions. A webhook sends information from one system to another when something happens, such as a completed call, booked appointment, callback request, urgent issue, CRM update, or workflow trigger.

During and after the conversation

The right action.
At the right moment.

Some actions need to happen during the call. Others need to happen after. Lacy.ai supports the full call automation lifecycle through live actions, structured variables, webhooks, and workflow automation.

01

During the call

Check appointment availability, look up a customer record, validate a service area, check order status, or trigger configured dispatch logic.

02

After the call

Send a structured outcome, update the CRM, attach a summary or recording link, create a follow-up task, or notify dispatch.

Inside the platform

Configure the connection.
Follow the outcome.

Mid-Call Tool

Run live API actions during active customer calls.

Post-Call Variables

Structure call data before sending it to systems.

Workflow Builder

Turn call outcomes into automated business actions.

View API and webhook documentation →
Keep the customer in the loop

A connected call.
A timely confirmation.

Once the appointment details are ready, your configured workflow can send a confirmation and share the job details with the service team.

From call data to a ready team

Give operations the full picture.

Send the call summary, urgency, service address, and next action into the tools your team uses. Less copying between systems; a clearer handoff to the dispatcher.

Service business use cases

From a customer request to work your team can act on.

The value is not only that Lacy.ai can answer the phone. The value is that every conversation can become a structured event your business can act on.

01

Home service lead intake

A homeowner calls about HVAC repair, roofing, plumbing, electrical, windows, remodeling, or pest control. Lacy.ai captures the lead details and sends them into your CRM or scheduling workflow.

02

Dispatch request automation

A customer reports water damage, no cooling, a broken garage door, a delivery issue, or a maintenance problem. Lacy.ai captures urgency and triggers dispatch or operations alerts.

03

Appointment workflow automation

A qualified caller requests an appointment. Lacy.ai captures the details and can help trigger calendar updates, confirmations, reminders, and CRM changes.

04

Delivery and order workflows

A customer calls about delivery status, order timing, service location, or an urgent update. Lacy.ai captures the request and connects it to the correct operations workflow.

05

CRM record updates

A customer calls, shares new information, requests service, books an appointment, or needs support. Lacy.ai can help update the record, lead status, call outcome, and follow-up task.

06

Analytics and reporting events

A call is completed, qualified, booked, escalated, or flagged for follow-up. Lacy.ai can help send reporting events to dashboards, analytics tools, or internal systems.

Platform plus implementation

Connected with your business in mind.

Lacy.ai provides the platform and implementation support to plan what data should move, where it should go, and when it should trigger an action.

01

Map the call outcome

Define the service details, variables, and events each workflow needs.

02

Connect and test

Configure the available APIs and webhooks, test the complete workflow, and review the result.

Explore integrations →Explore workflow automation →
Questions, answered

Frequently asked questions.

What are APIs and webhooks for AI Phone Agents?

APIs and webhooks allow AI Phone Agents to send, receive, and trigger data between phone conversations and business systems. They help connect call outcomes to CRMs, calendars, dispatch tools, workflow systems, reporting tools, and internal applications.

How does Lacy.ai use APIs and webhooks?

Lacy.ai can use APIs and webhooks to send structured call data, trigger workflows, update records, support mid-call actions, notify teams, create tasks, and connect conversations to business systems.

Can Lacy.ai connect to ServiceTitan and OnFleet?

Yes. Lacy.ai can help connect AI Phone Agent workflows to systems like ServiceTitan, OnFleet, CRMs, calendars, dispatch tools, workflow platforms, and custom systems depending on available APIs, webhooks, and implementation scope.

What call data can be sent through webhooks?

Webhook payloads can include caller name, phone number, email, service address, service type, urgency, appointment status, callback request, call outcome, disposition, summary, transcript link, recording link, and workflow status.

Can APIs and webhooks support live mid-call actions?

Yes. APIs and webhooks can support customer lookup, appointment availability checks, service area validation, order status lookup, routing logic, dispatch alerts, and workflow triggers.

Can Lacy.ai update my CRM after a call?

Yes. Lacy.ai can support CRM-connected workflows that update contacts, leads, opportunities, call notes, summaries, appointment statuses, follow-up tasks, and pipeline stages.

Do APIs and webhooks require custom development?

Some workflows can be configured with lighter setup, while more advanced use cases may require API, webhook, or custom integration planning. Lacy.ai provides implementation support to help design, configure, test, and optimize these workflows.

Who should use Lacy.ai APIs and webhooks?

They are ideal for service businesses, home service companies, field service teams, delivery operations, dispatch teams, B2B service companies, support teams, and appointment-based businesses that need phone calls connected to systems.

Is Lacy.ai only an API platform?

No. Lacy.ai provides AI Phone Agents, APIs, webhooks, workflow automation, CRM sync, analytics, multilingual support, mid-call tools, integrations, and implementation support for service businesses.

Connect the conversation.
Keep the business moving.

Bring calls, customer records, scheduling, and follow-up together through APIs, webhooks, and implementation support from Lacy.ai.

Book a Free 30-Minute Demo →
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