Ignore inbound calls based on criteria or header value

You can choose to ignore certain inbound calls based on specific criteria from the call or a webhook identifier in the header. Ignored inbound calls do not count toward your Declarative Webhooks inbound call limits.

Ignore duplicate calls based on a webhook identifier provided in the header

Some external systems send a webhook identifier in the request header and may resend a call if Salesforce doesn’t respond in time or returns an incorrect status.

To specify a header name for identifying duplicate calls, go to the Inbound Call Template page, navigate to the Advanced subtab, and click on the Ignore Calls input. This will open a popup where you can enter the header name used as the webhook identifier.

You can also personalize a response for ignored calls. This is a static response, and you cannot merge or map any data in it.

Once done, click Done to close the popup, then Save All Changes to update the template. Now, duplicate calls with the same identifier will be ignored.

Ignore duplicate calls based on defined criteria

You can also ignore irrelevant inbound calls by defining criteria for them to be ignored.

To set this up, go to the Inbound Call Template page, navigate to the Advanced subtab, and click the Ignore Calls input. A popup will appear where you can enter the criteria for calls to be ignored.

Clicking on Ignore calls if input will let you enter a formula used to determine calls to ignore.

You can also personalize a response for ignored calls. This is a static response, and you cannot merge or map any data in it.

Once done, click Done to close the popup, then Save All Changes to update the template. Now, calls that satisfy the defined criteria will be ignored.