myCRMSIM Support Center | Custom Workspace & Webhook Integration Guide

Custom Workspace & Webhook Integration Guide

NOTE: To use the custom webhook integration feature, you'll need a solid understanding of how webhooks work and how to implement them correctly. If you're not familiar with this, we strongly recommend working with a developer to ensure everything is set up smoothly and functions as intended. 🚀

Previously, integrations were limited to GoHighLevel (GHL). With Custom Workspaces, you can now:

Integrate myCRMSIM with any platform
Send messages into myCRMSIM via webhook
Receive message status updates via webhook
Receive inbound messages (WhatsApp / iMessage / SMS)
Assign SIMs, WhatsApp, iMessage or devices per workspace

The messaging logic, routing, and devcie handling remain exactly the same as GHL integrations — only the integration method changes.

Using the myCRMSIM API?
If you need to send messages, manage contacts, workspaces, devices, or automations programmatically, please review our API documentation before continuing: https://support.mycrmsim.com/article/do-you-have-an-api

Key Concepts

Workspace

A workspace represents one external system / client / integration. Each workspace has:

Unique location_id
Contact & message routing
Assigned SIM / iMessage / WhatsApp devices
One outbound + inbound webhook endpoint

Webhook

Your system exposes an HTTP endpoint (URL) where:

We send inbound messages & status updates
You send outbound messages to myCRMSIM
Receive inbound call events, including missed, incoming, and outgoing calls, via webhook

Step 1: Create a New Workspace

Go to Admin Panel → Workspaces / Webhooks

2. Click ➕ Add Workspace

3. You will see the Add New Workspace modal

Workspace Fields

Field	Description
Select Existing Workspace	(Optional) Clone an existing workspace configuration
Name	Workspace name (e.g. Client Name / App Name)
Address	Optional business address
Email	Contact email for the workspace
Phone Number	Default phone number (E.164 recommended)
URL	Your webhook base URL

Step 2: Configure Webhook Headers (Optional)

If your webhook requires authentication or custom headers:

Click ➕ Add Header

2. Enter:

Header Key (e.g. Authorization)
Header Value (e.g. Bearer YOUR_API_KEY)

You can add multiple headers. These headers will be included in all webhook calls made to your system.
Examples:
Authorization: Bearer sk_live_xxx
X-Client-ID: mycrm-client-01

Step 3: Save Workspace

Click Create Workspace.

Your workspace will now appear in the Workspaces / Webhooks list with:

Location ID
Webhook URL
Actions (Edit / Delete / Instructions)

Step 4: Assign Workspace to Subaccount SIM

Once the workspace is created:

Go to Subaccount SIM Page

2. Click on the "Connect Location"

3. Choose the Workspace you created and toggle On.

You will now see this newly created workspace on the subaccount SIM page in your active workspaces.

Assign one or more:

SIM numbers
WhatsApp devices
iMessage devices

⚠️ Messages will only flow if a device is assigned.

Step 5: Sending Messages TO myCRMSIM (Outbound from Your System)

Your system sends messages to myCRMSIM using the webhook API below.

API EndpointPOST https://r6bszuuso6.execute-api.ap-southeast-2.amazonaws.com/prod/webhook

This endpoint is common for all custom workspaces. The location_id inside the payload determines routing.

Required Request Body

Field Definitions

Field	Required	Description
location_id	✅	Custom workspace location ID
user_id	✅	User identifier from your system
phone	✅	Recipient phone number (E.164 format)
message	✅	Message text body
attachments	❌	Array of publicly accessible media URLs
message_id	✅	Message identifier generated by your system
channel	✅	imessage, whatsapp, sms, or rcs

Notes

message_id is mandatory and used for all future status updates
Media URLs must be publicly accessible
The selected channel must be assigned to the workspace device

Step 6: Message Status Updates (From myCRMSIM to You)

For every outbound message, myCRMSIM sends status updates to your configured webhook URL.

Status Update Payload

Status Values

The following status values are sent by myCRMSIM:

Status	Meaning
SENT	Message sent successfully
DELIVERED	Message delivered to recipient
FAILED	Message delivery failed

Step 7: Inbound Messages (Replies from End Users)

When an end user replies via SMS, WhatsApp, or iMessage, myCRMSIM forwards the inbound message to your webhook URL.

Inbound Message Payload

Field Definitions

Field	Description
type	Always MESSAGE
location_id	Workspace identifier
phone	Sender phone number
message	Inbound message text
isMe	Always false for inbound messages
attachments	Array of media URLs (if any)

Step 8: Inbound Call Events

myCRMSIM sends call events to the same webhook URL used for inbound messages.

Both message and call events use the same webhook structure. Use the `type` field to identify the event:

Event Type	Description
MESSAGE	A text message was received from the customer.
CALL	A call was logged, including a missed, incoming, or outgoing call.

The isMe field identifies who initiated the activity:

isMe Value	Meaning
false	The customer initiated the activity.
true	The SIM or workspace initiated the activity.

Inbound Call Webhook Payload

A call event is sent to your configured webhook when a call is logged on the SIM.
The message field contains a readable call summary in the following format:
CALL: <seconds> sec (<callType>)The available call types are:

Missed
Incoming
Outgoing

A missed call always has a duration of 0 seconds.

Outgoing Call Example

Incoming Call Example

Missed Call Example

Call Payload Fields

Field	Description
type	Always CALL for a call event.
location_id	location_id The custom workspace location identifier.
phone	The customer's phone number in E.164 format.
message	A readable summary containing the call duration and call type.
isMe	true when the SIM initiated the call; false when the customer initiated it.
attachments	An empty array for call events.

Your webhook handler should check the type field before processing the event. When type is CALL, store or process the call record separately from normal text messages.
For example:
if (payload.type === "MESSAGE") { // Process an inbound text message
}

if (payload.type === "CALL") { // Process a missed, incoming, or outgoing call
}Call events are sent to the same inbound webhook URL configured for the custom workspace.

Step 8: Editing or Deleting a Workspace

From Workspaces / Webhooks page:

Edit → Update workspace info, webhook URL, or headers

Delete → Permanently remove workspace (messages will stop)

⚠️ Deleting a workspace will break all assigned subaccounts.

Common Use Cases

Custom CRM integration
SaaS messaging backend
AI / Bot platform
Marketing automation tools
Appointment systems

HTTP Responses & Error Handling

Your webhook client should expect the following responses from myCRMSIM when sending messages.

Successful Request (HTTP 200)

When the payload is valid and accepted, the API responds with:

Meaning:

The event has been validated
The message is queued successfully
Delivery will be processed asynchronously

Invalid Request (HTTP 400)

Common causes:

Missing location_id
Missing or empty message_id
Invalid channel value
Invalid phone number format

Best Practices

Always validate payloads before sending
Treat HTTP 200 as accepted, not delivered
Rely on STATUS-UPDATE events for final delivery state
Implement retry logic only for non-200 responses
Do not retry blindly on 400 errors

Summary Flow

Send message → receive HTTP 200
Wait for STATUS-UPDATE callbacks
Process inbound MESSAGE events

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