Added#

• New webhook events:
  • contact_center.engagement_consumer_sent_message
  • contact_center.engagement_customer_sent_file
  • contact_center.engagement_user_sent_message
  • contact_center.engagement_user_sent_file
• New Routing Profiles APIs:
  • POST /v2/contact_center/agent_routing_profiles
  • DELETE /v2/contact_center/consumer_routing_profiles/{consumerRoutingProfileId}
  • PATCH /v2/contact_center/agent_routing_profiles/{agentRoutingProfileId}
  • DELETE /v2/contact_center/agent_routing_profiles/{agentRoutingProfileId}
  • GET /v2/contact_center/agent_routing_profiles

Changed#

• New transferred_initiated and transferred_completed response fields in this Reports API.
  • GET /v2/contact_center/analytics/agents/leg_metrics
• New voicemail_auto_assignment, greeting_audio_asset_id and voicemail_send_reminders_for_unresolved response fields in this Inboxes API:
  • GET /v2/contact_center/inboxes/{inboxId}
• New intent_group_name, intent_group_required, category_type and intent_group_id response fields in this Routing Profiles API:
  • GET /v2/contact_center/agent_routing_profiles/{agentRoutingProfileId}
• New voicemail_auto_assignment, voicemail_send_reminders_for_unresolved and greeting_audio_asset_id request fields in this Inboxes API:
  • PATCH /v2/contact_center/inboxes/{inboxId}