A webhook is a real-time HTTP POST that one system fires at another when something happens, 'a booking was made,' 'a ticket was closed.' The receiving system reads the payload and reacts. It is the integration primitive most CX-AI vendors ship by default.
Webhooks are useful for one-way notifications: 'the call ended, here is the summary.' They are insufficient as the only integration with a system of record. The agent needs to read the current state (is the patient already booked?), check constraints (is the bay available?), and write back conditionally (book if the slot is open, refuse if not). All of that requires bidirectional API access.
A vendor that describes their integration as 'webhook-based' is being honest, but the buyer should hear it as a limitation. A native CRM integration reads and writes; a webhook only writes after the fact.
Vorel uses webhooks for outbound notifications only. CRM reads and writes use native APIs against Salesforce, HubSpot, Epic, ServiceTitan, and others, not a generic webhook wrapper.