Contact Center

OpenAPI Version: 3.1.0
API Version: 1.0.0

The Zoom Contact Center webhooks allow developers to receive events for Contact Center features.

Operations

POST contact_center.task_created

Method: POST
Path: contact_center.task_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

POST contact_center.engagement_follow_up_task_updated

Method: POST
Path: contact_center.engagement_follow_up_task_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the updated follow-up task.
  - content (required)
    
    string — The follow-up task content after the update.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the follow-up task was updated, in millisecond.
  - engagement_id (required)
    
    string — The engagement ID.
  - task_id (required)
    
    string — The follow-up task ID.
  - user_id (required)
    
    string — The ID of the user who updated the task.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "engagement_id": "",
      "user_id": "",
      "content": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the updated follow-up task.
  - content (required)
    
    string — The follow-up task content after the update.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the follow-up task was updated, in millisecond.
  - engagement_id (required)
    
    string — The engagement ID.
  - task_id (required)
    
    string — The follow-up task ID.
  - user_id (required)
    
    string — The ID of the user who updated the task.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "engagement_id": "",
      "user_id": "",
      "content": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.inbox_message_downloaded

Method: POST
Path: contact_center.inbox_message_downloaded
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the downloaded inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message is downloaded, to the millisecond.
  - download_type (required)
    
    string, possible values: "Recording", "Transcript" — The message's download type.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "download_type": "Recording",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the downloaded inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message is downloaded, to the millisecond.
  - download_type (required)
    
    string, possible values: "Recording", "Transcript" — The message's download type.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "download_type": "Recording",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_follow_up_task_created

Method: POST
Path: contact_center.engagement_follow_up_task_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created follow-up task.
  - content (required)
    
    string — The follow-up task content.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the follow-up task was created, in milliseconds.
  - engagement_id (required)
    
    string — The engagement ID.
  - task_id (required)
    
    string — The follow-up task ID.
  - user_id (required)
    
    string — The ID of the user who created the task.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "engagement_id": "",
      "user_id": "",
      "content": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created follow-up task.
  - content (required)
    
    string — The follow-up task content.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the follow-up task was created, in milliseconds.
  - engagement_id (required)
    
    string — The engagement ID.
  - task_id (required)
    
    string — The follow-up task ID.
  - user_id (required)
    
    string — The ID of the user who created the task.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "engagement_id": "",
      "user_id": "",
      "content": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.inbox_message_reopened

Method: POST
Path: contact_center.inbox_message_reopened
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the reopened inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was reopened, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the reopened inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was reopened, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.call_control_conference_warm_invite_executed

Method: POST
Path: contact_center.call_control_conference_warm_invite_executed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The name of the event.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The ID of the account.
- object (required)
  
  object — Information about the executed call control conference warm invite.
  - conference_id (required)
    
    string — The ID of the conference.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when starting a conference warm invitation by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The ID of the engagement.
  - request_id (required)
    
    string — The ID of the app request.
  - user_id (required)
    
    string — The ID of the user.

Example:

{
  "event": "contact_center.call_control_conference_warm_invite_executed",
  "event_ts": 1767076587049,
  "payload": {
    "account_id": "zPd1zOyTRlSAQh70ltxTIw",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": "2025-12-30T06:36:27Z",
      "conference_id": "b765b61c-7dc8-4c95-b0b9-f2468b7187d1"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The name of the event.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The ID of the account.
- object (required)
  
  object — Information about the executed call control conference warm invite.
  - conference_id (required)
    
    string — The ID of the conference.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when starting a conference warm invitation by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The ID of the engagement.
  - request_id (required)
    
    string — The ID of the app request.
  - user_id (required)
    
    string — The ID of the user.

Example:

{
  "event": "contact_center.call_control_conference_warm_invite_executed",
  "event_ts": 1767076587049,
  "payload": {
    "account_id": "zPd1zOyTRlSAQh70ltxTIw",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": "2025-12-30T06:36:27Z",
      "conference_id": "b765b61c-7dc8-4c95-b0b9-f2468b7187d1"
    }
  }
}

POST contact_center.queue_supervisor_assigned

Method: POST
Path: contact_center.queue_supervisor_assigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the assigned queue supervisor.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the supervisor was assigned to the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the supervisor was assigned to the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the assigned queue supervisor.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the supervisor was assigned to the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the supervisor was assigned to the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_monitor_started

Method: POST
Path: contact_center.engagement_monitor_started
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the started engagement monitor.
  - action_type (required)
    
    string, possible values: "barge", "listen", "whisper" — The monitor's action type. * barge - Voice channel support. * listen - Voice channel support. * whisper - Voice channel support.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The monitor starting time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - monitoring_user_display_name (required)
    
    string — The monitoring user's display name.
  - monitoring_user_id (required)
    
    string — The monitoring user's ID.
  - user_display_name (required)
    
    string — The assigned user's display name.
  - user_id (required)
    
    string — The assigned user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - contact_center_number
    
    string — The user's Contact Center phone number.
  - date_time
    
    string, format: date-time — The monitor starting time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "action_type": "barge",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the started engagement monitor.
  - action_type (required)
    
    string, possible values: "barge", "listen", "whisper" — The monitor's action type. * barge - Voice channel support. * listen - Voice channel support. * whisper - Voice channel support.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The monitor starting time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - monitoring_user_display_name (required)
    
    string — The monitoring user's display name.
  - monitoring_user_id (required)
    
    string — The monitoring user's ID.
  - user_display_name (required)
    
    string — The assigned user's display name.
  - user_id (required)
    
    string — The assigned user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - contact_center_number
    
    string — The user's Contact Center phone number.
  - date_time
    
    string, format: date-time — The monitor starting time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "action_type": "barge",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_monitor_ended

Method: POST
Path: contact_center.engagement_monitor_ended
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the ended engagement monitor.
  - action_type (required)
    
    string, possible values: "barge", "listen", "whisper" — The monitor's action type. * barge - Voice channel support. * listen - Voice channel support. * whisper - Voice channel support.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The monitor end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - monitoring_user_display_name (required)
    
    string — The monitoring user's display name.
  - monitoring_user_id (required)
    
    string — The monitoring user's ID.
  - user_display_name (required)
    
    string — The assigned user's display name.
  - user_id (required)
    
    string — The assigned user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - contact_center_number
    
    string — The user's contact center phone number.
  - date_time
    
    string, format: date-time — The monitor end time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "action_type": "barge",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the ended engagement monitor.
  - action_type (required)
    
    string, possible values: "barge", "listen", "whisper" — The monitor's action type. * barge - Voice channel support. * listen - Voice channel support. * whisper - Voice channel support.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The monitor end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - monitoring_user_display_name (required)
    
    string — The monitoring user's display name.
  - monitoring_user_id (required)
    
    string — The monitoring user's ID.
  - user_display_name (required)
    
    string — The assigned user's display name.
  - user_id (required)
    
    string — The assigned user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - contact_center_number
    
    string — The user's contact center phone number.
  - date_time
    
    string, format: date-time — The monitor end time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "action_type": "barge",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_note_added

Method: POST
Path: contact_center.engagement_note_added
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the added engagement note.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the note was added, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - last_modified_time (required)
    
    string, format: date-time — The date and time when the note was last modified in the admin portal.
  - note (required)
    
    string — The note's content.
  - note_id (required)
    
    string — The note's unique ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The channel type. * voice * sms * chat * video * in_app_chat
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - channel_type
    
    string, possible values: "default", "voice", "sms", "chat", "phone" — The task's channel type. * default * voice * sms * chat * phone
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the note was added, to the second.
  - flow_id
    
    string — The flow ID.
  - flow_name
    
    string — The flow name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement's queue's ID.
  - queue_name
    
    string — The engagement's queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "note_id": "",
      "note": "",
      "last_modified_time": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the added engagement note.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the note was added, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - last_modified_time (required)
    
    string, format: date-time — The date and time when the note was last modified in the admin portal.
  - note (required)
    
    string — The note's content.
  - note_id (required)
    
    string — The note's unique ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The channel type. * voice * sms * chat * video * in_app_chat
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - channel_type
    
    string, possible values: "default", "voice", "sms", "chat", "phone" — The task's channel type. * default * voice * sms * chat * phone
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the note was added, to the second.
  - flow_id
    
    string — The flow ID.
  - flow_name
    
    string — The flow name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement's queue's ID.
  - queue_name
    
    string — The engagement's queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "note_id": "",
      "note": "",
      "last_modified_time": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.outbound_campaign_dialer_status

Method: POST
Path: contact_center.outbound_campaign_dialer_status
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the outbound campaign dialer status.
  - campaign_dialer_status (required)
    
    string, possible values: "consumer_answer", "consumer_no_answer", "consumer_reject", "agent_abandoned", "number_invalid", "number_blocked", "other_errors", "consumer_busy" — The call result.
  - date_time_ms (required)
    
    string, format: date-time — The campaign dialer execution time, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - date_time
    
    string, format: date-time — The campaign dialer execution time, to the second.
  - external_engagement_id
    
    string — External engagement's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "external_engagement_id": "",
      "campaign_dialer_status": "consumer_answer",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the outbound campaign dialer status.
  - campaign_dialer_status (required)
    
    string, possible values: "consumer_answer", "consumer_no_answer", "consumer_reject", "agent_abandoned", "number_invalid", "number_blocked", "other_errors", "consumer_busy" — The call result.
  - date_time_ms (required)
    
    string, format: date-time — The campaign dialer execution time, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - date_time
    
    string, format: date-time — The campaign dialer execution time, to the second.
  - external_engagement_id
    
    string — External engagement's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "external_engagement_id": "",
      "campaign_dialer_status": "consumer_answer",
      "date_time_ms": ""
    }
  }
}

POST contact_center.call_control_make_call_executed

Method: POST
Path: contact_center.call_control_make_call_executed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control make call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when an engagement was created by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control make call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when an engagement was created by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_opt_out

Method: POST
Path: contact_center.user_opt_out
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user queue opt-out.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user opted out of a queue, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - queue_name (required)
    
    string — The queue's name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user opted out of a queue, to the second.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user queue opt-out.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user opted out of a queue, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - queue_name (required)
    
    string — The queue's name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user opted out of a queue, to the second.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.inbox_message_resolved

Method: POST
Path: contact_center.inbox_message_resolved
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the resolved inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was resolved, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the resolved inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was resolved, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_conference_participant_invited

Method: POST
Path: contact_center.engagement_conference_participant_invited
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the participant's engagement conference invitation.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant was invited to the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - invited_participant (required)
    
    object — The participant being invited to join the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "invited_participant": {
        "participant_phone_number": "",
        "participant_user_id": "",
        "participant_queue_id": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the participant's engagement conference invitation.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant was invited to the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - invited_participant (required)
    
    object — The participant being invited to join the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "invited_participant": {
        "participant_phone_number": "",
        "participant_user_id": "",
        "participant_queue_id": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.task_reservation_canceled

Method: POST
Path: contact_center.task_reservation_canceled
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

POST contact_center.engagement_consumer_sent_file

Method: POST
Path: contact_center.engagement_consumer_sent_file
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement customer sent files.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - files (required)
    
    array — The file details.
    
    Items:
    - file_id (required)
      
      string — The file's unique ID.
    - file_name (required)
      
      string — The file's name.
    - file_size (required)
      
      integer, format: int64 — The file's size.
    - file_type (required)
      
      string, possible values: "Image", "Audio", "Video", "File", "Link" — The file's type.
    - download_url
      
      string — Attachment download link.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "web_chat", "sms", "facebook_messenger", "whatsapp", "in_app_chat" — The channel's source. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "web_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement customer sent files.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - files (required)
    
    array — The file details.
    
    Items:
    - file_id (required)
      
      string — The file's unique ID.
    - file_name (required)
      
      string — The file's name.
    - file_size (required)
      
      integer, format: int64 — The file's size.
    - file_type (required)
      
      string, possible values: "Image", "Audio", "Video", "File", "Link" — The file's type.
    - download_url
      
      string — Attachment download link.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "web_chat", "sms", "facebook_messenger", "whatsapp", "in_app_chat" — The channel's source. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "web_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

POST contact_center.queue_created

Method: POST
Path: contact_center.queue_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created task queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the queue was created, to the millisecond. Refer to queue_created_time for a more accurate time when the queue was created.
  - auto_close_alert_message
    
    string — A warning message is sent before auto close.
  - auto_close_alert_message_enabled
    
    boolean — If enabled, a warning message is sent before auto close.
  - auto_close_alert_message_time
    
    integer — Auto close alert message time, to the minute.
  - auto_close_message
    
    string — A warning message is sent when auto close.
  - auto_close_message_enabled
    
    boolean — If enabled, a warning message is sent when auto closed.
  - auto_close_timeout
    
    integer — Auto close message time, to the minute.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "messaging"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - Voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — Distribution duration, to the second.
  - distribution_type
    
    integer — Distribute incoming engagements.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - Voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - Voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - Chat, SMS
  - overflow_to_cc_queue_id
    
    string — Contact Center queue ID. If the overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - overflow_to_flow_id
    
    string — Flow ID. If the overflow type is flow, the consumer is routed to this flow when the wait time is exceeded.
  - overflow_to_goodbye_message
    
    boolean — If enabled, a goodbye message plays and then disconnects when the wait time is exceeded.
  - overflow_to_inbox_id
    
    string — Inbox ID. If the overflow type is inbox, the consumer is routed to this inbox when the wait time is exceeded.
  - overflow_to_queue_id
    
    string — Queue ID. If the overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - queue_created_time
    
    string, format: date-time — The queue creation time, to the millisecond.
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - recording_storage_location
    
    string — The recording storage location.
  - service_level_exclude_abandoned_quit_engagements
    
    boolean — If enabled, abandon quit engagements are excluded from total inbound messaging engagements.
  - service_level_exclude_long_abandoned_calls
    
    boolean — If enabled, long-abandoned calls are excluded from all inbound calls.
  - service_level_exclude_short_abandoned_calls
    
    boolean — If enabled, short-abandoned calls are excluded from all inbound calls.
  - service_level_target_in_percentage
    
    integer — A target for the service level as the benchmark to refer to in reports.
  - service_level_threshold_in_seconds
    
    integer — If channel type is voice or video, this threshold is answer time by agents for all inbound calls. Otherwise, this threshold is first message speed by agents for all engagements.
  - short_abandon_enable
    
    boolean — Whether to enable the **Short Abandon** setting is enabled.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - Voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - Voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - Video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - Video
  - wrap_up_expiration
    
    boolean — If enabled, engagements auto close at the end of the wrap-up duration.
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "channel_types": [
        "voice"
      ],
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "wrap_up_expiration": true,
      "overflow_to_goodbye_message": true,
      "overflow_to_cc_queue_id": "",
      "overflow_to_flow_id": "",
      "overflow_to_inbox_id": "",
      "auto_close_message_enabled": true,
      "auto_close_message": "",
      "auto_close_timeout": 1,
      "auto_close_alert_message_enabled": true,
      "auto_close_alert_message": "",
      "auto_close_alert_message_time": 1,
      "recording_storage_location": "",
      "service_level_threshold_in_seconds": 1,
      "service_level_exclude_short_abandoned_calls": true,
      "service_level_exclude_long_abandoned_calls": true,
      "service_level_exclude_abandoned_quit_engagements": true,
      "service_level_target_in_percentage": 1,
      "queue_created_time": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created task queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the queue was created, to the millisecond. Refer to queue_created_time for a more accurate time when the queue was created.
  - auto_close_alert_message
    
    string — A warning message is sent before auto close.
  - auto_close_alert_message_enabled
    
    boolean — If enabled, a warning message is sent before auto close.
  - auto_close_alert_message_time
    
    integer — Auto close alert message time, to the minute.
  - auto_close_message
    
    string — A warning message is sent when auto close.
  - auto_close_message_enabled
    
    boolean — If enabled, a warning message is sent when auto closed.
  - auto_close_timeout
    
    integer — Auto close message time, to the minute.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "messaging"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - Voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — Distribution duration, to the second.
  - distribution_type
    
    integer — Distribute incoming engagements.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - Voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - Voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - Chat, SMS
  - overflow_to_cc_queue_id
    
    string — Contact Center queue ID. If the overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - overflow_to_flow_id
    
    string — Flow ID. If the overflow type is flow, the consumer is routed to this flow when the wait time is exceeded.
  - overflow_to_goodbye_message
    
    boolean — If enabled, a goodbye message plays and then disconnects when the wait time is exceeded.
  - overflow_to_inbox_id
    
    string — Inbox ID. If the overflow type is inbox, the consumer is routed to this inbox when the wait time is exceeded.
  - overflow_to_queue_id
    
    string — Queue ID. If the overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - queue_created_time
    
    string, format: date-time — The queue creation time, to the millisecond.
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - recording_storage_location
    
    string — The recording storage location.
  - service_level_exclude_abandoned_quit_engagements
    
    boolean — If enabled, abandon quit engagements are excluded from total inbound messaging engagements.
  - service_level_exclude_long_abandoned_calls
    
    boolean — If enabled, long-abandoned calls are excluded from all inbound calls.
  - service_level_exclude_short_abandoned_calls
    
    boolean — If enabled, short-abandoned calls are excluded from all inbound calls.
  - service_level_target_in_percentage
    
    integer — A target for the service level as the benchmark to refer to in reports.
  - service_level_threshold_in_seconds
    
    integer — If channel type is voice or video, this threshold is answer time by agents for all inbound calls. Otherwise, this threshold is first message speed by agents for all engagements.
  - short_abandon_enable
    
    boolean — Whether to enable the **Short Abandon** setting is enabled.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - Voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - Voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - Video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - Video
  - wrap_up_expiration
    
    boolean — If enabled, engagements auto close at the end of the wrap-up duration.
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "channel_types": [
        "voice"
      ],
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "wrap_up_expiration": true,
      "overflow_to_goodbye_message": true,
      "overflow_to_cc_queue_id": "",
      "overflow_to_flow_id": "",
      "overflow_to_inbox_id": "",
      "auto_close_message_enabled": true,
      "auto_close_message": "",
      "auto_close_timeout": 1,
      "auto_close_alert_message_enabled": true,
      "auto_close_alert_message": "",
      "auto_close_alert_message_time": 1,
      "recording_storage_location": "",
      "service_level_threshold_in_seconds": 1,
      "service_level_exclude_short_abandoned_calls": true,
      "service_level_exclude_long_abandoned_calls": true,
      "service_level_exclude_abandoned_quit_engagements": true,
      "service_level_target_in_percentage": 1,
      "queue_created_time": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.inbox_message_opened

Method: POST
Path: contact_center.inbox_message_opened
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the opened inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was opened, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the opened inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was opened, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.recording_transcript_completed

Method: POST
Path: contact_center.recording_transcript_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the completed recording transcript.
 - channel (required)
 
 string, possible values: "voice", "video" — The task's channel. * voice * video
 - engagement_direction (required)
 
 string, possible values: "inbound", "outbound" — The engagement's direction.
 - engagement_id (required)
 
 string — The engagement's ID.
 - recording_id (required)
 
 string — The recording's unique ID.
 - transcript_url (required)
 
 string — The URL to download the recording transcript file. If a user has authorized and installed your OAuth app containing Contact Center recording scopes, use the user's [OAuth access token](https://developers.zoom.us/docs/integrations/oauth/) to download the file, and set the access_token as a Bearer token in the Authorization header. curl -H 'Authorization: Bearer <ACCESS_TOKEN>' https://{{base-domain}}/rec/archive/download/xyz
 - users (required)
 
 array — Information about the users.
 
 Items:
 - user_id (required)
 
 string — The user's ID.
 - teams
 
 array — The user's teams.
 
 Items:
 - team_id
 
 string — The team's ID.
 - team_name
 
 string — The team's name.
 - user_display_name
 
 string — The user's display name.
 - cc_queue_id
 
 string — The Contact Center queue's ID.
 - channel_id
 
 string — The engagement's channel ID.
 - channel_type
 
 string, possible values: "voice", "video" — The task's channel type. * voice * video
 - consumers
 
 array — Information about the consumers.
 
 Items:
 - consumer_display_name
 
 string — The consumer's display name.
 - consumer_id
 
 string — The consumer's ID.
 - consumer_number
 
 string — The consumer's phone number.
 - flow_id
 
 string — The engagement's flow ID.
 - flow_name
 
 string — The flow's name.
 - owner_id
 
 string — The recording's owner ID, either the queue ID or user ID.
 - owner_name
 
 string — The recording's owner name, either the queue name or user name.
 - owner_type
 
 string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
 - queue_id
 
 string — The engagement queue's ID.
 - queue_name
 
 string — The engagement queue's name.
 - recording_duration
 
 integer — The recording's duration, to the second.
 - recording_end_time
 
 string, format: date-time — The recording's end time, to the second.
 - recording_end_time_ms
 
 string, format: date-time — The recording's end time, to the millisecond.
 - recording_start_time
 
 string, format: date-time — The recording's start time, to the second.
 - recording_start_time_ms
 
 string, format: date-time — The recording's start time, to the millisecond.
 - recording_type
 
 string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "recording_end_time_ms": "",
      "recording_type": "on_demand",
      "recording_duration": 1,
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "transcript_url": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the completed recording transcript.
 - channel (required)
 
 string, possible values: "voice", "video" — The task's channel. * voice * video
 - engagement_direction (required)
 
 string, possible values: "inbound", "outbound" — The engagement's direction.
 - engagement_id (required)
 
 string — The engagement's ID.
 - recording_id (required)
 
 string — The recording's unique ID.
 - transcript_url (required)
 
 string — The URL to download the recording transcript file. If a user has authorized and installed your OAuth app containing Contact Center recording scopes, use the user's [OAuth access token](https://developers.zoom.us/docs/integrations/oauth/) to download the file, and set the access_token as a Bearer token in the Authorization header. curl -H 'Authorization: Bearer <ACCESS_TOKEN>' https://{{base-domain}}/rec/archive/download/xyz
 - users (required)
 
 array — Information about the users.
 
 Items:
 - user_id (required)
 
 string — The user's ID.
 - teams
 
 array — The user's teams.
 
 Items:
 - team_id
 
 string — The team's ID.
 - team_name
 
 string — The team's name.
 - user_display_name
 
 string — The user's display name.
 - cc_queue_id
 
 string — The Contact Center queue's ID.
 - channel_id
 
 string — The engagement's channel ID.
 - channel_type
 
 string, possible values: "voice", "video" — The task's channel type. * voice * video
 - consumers
 
 array — Information about the consumers.
 
 Items:
 - consumer_display_name
 
 string — The consumer's display name.
 - consumer_id
 
 string — The consumer's ID.
 - consumer_number
 
 string — The consumer's phone number.
 - flow_id
 
 string — The engagement's flow ID.
 - flow_name
 
 string — The flow's name.
 - owner_id
 
 string — The recording's owner ID, either the queue ID or user ID.
 - owner_name
 
 string — The recording's owner name, either the queue name or user name.
 - owner_type
 
 string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
 - queue_id
 
 string — The engagement queue's ID.
 - queue_name
 
 string — The engagement queue's name.
 - recording_duration
 
 integer — The recording's duration, to the second.
 - recording_end_time
 
 string, format: date-time — The recording's end time, to the second.
 - recording_end_time_ms
 
 string, format: date-time — The recording's end time, to the millisecond.
 - recording_start_time
 
 string, format: date-time — The recording's start time, to the second.
 - recording_start_time_ms
 
 string, format: date-time — The recording's start time, to the millisecond.
 - recording_type
 
 string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "recording_end_time_ms": "",
      "recording_type": "on_demand",
      "recording_duration": 1,
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "transcript_url": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

POST contact_center.business_hours_created

Method: POST
Path: contact_center.business_hours_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created business hours.
  - account_default (required)
    
    boolean — Default business hours for the newly created queue.
  - business_hour_id (required)
    
    string — The business hours' ID.
  - business_hour_name (required)
    
    string — The business hours' name.
  - date_time_ms (required)
    
    string — The date and time when the business hours are created, to the millisecond.
  - hours (required)
    
    object — Information about the hours.
    - custom_hours
      
      array — The custom hours' settings. Returned only for the Custom hours type.
      
      Items:
      - custom_hour_ranges
        
        array — The custom hours' range. Returned only for the Customized hours type.
        
        Items:
        
        end_time
        
        string — The custom hours' end time, in HH:mm and 24-hour clock format.
        
        start_time
        
        string — The custom hours' start time, in HH:mm and 24-hour clock format.
      - custom_hour_type
        
        integer, possible values: 0, 1, 2 — The type of custom hours. * 0 - Disabled. * 1 - 24 hours. * 2 - Customized hours.
      - day_of_week
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7 — The day of the week. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
    - hour_type
      
      integer, possible values: 1, 2 — The type of business hours. * 1 - 24 hours, 7 days a week. * 2 - Custom hours.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - timezone (required)
    
    string — The business hours' timezone ID.
  - business_hour_description
    
    string — The business hours' description.
  - date_time
    
    string — The date and time when the business hours are created, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "business_hour_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "business_hour_name": "",
      "business_hour_description": "",
      "timezone": "",
      "account_default": true,
      "hours": {
        "hour_type": 1,
        "custom_hours": [
          {
            "day_of_week": 1,
            "custom_hour_type": 0,
            "custom_hour_ranges": [
              {
                "start_time": "",
                "end_time": ""
              }
            ]
          }
        ]
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created business hours.
  - account_default (required)
    
    boolean — Default business hours for the newly created queue.
  - business_hour_id (required)
    
    string — The business hours' ID.
  - business_hour_name (required)
    
    string — The business hours' name.
  - date_time_ms (required)
    
    string — The date and time when the business hours are created, to the millisecond.
  - hours (required)
    
    object — Information about the hours.
    - custom_hours
      
      array — The custom hours' settings. Returned only for the Custom hours type.
      
      Items:
      - custom_hour_ranges
        
        array — The custom hours' range. Returned only for the Customized hours type.
        
        Items:
        
        end_time
        
        string — The custom hours' end time, in HH:mm and 24-hour clock format.
        
        start_time
        
        string — The custom hours' start time, in HH:mm and 24-hour clock format.
      - custom_hour_type
        
        integer, possible values: 0, 1, 2 — The type of custom hours. * 0 - Disabled. * 1 - 24 hours. * 2 - Customized hours.
      - day_of_week
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7 — The day of the week. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
    - hour_type
      
      integer, possible values: 1, 2 — The type of business hours. * 1 - 24 hours, 7 days a week. * 2 - Custom hours.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - timezone (required)
    
    string — The business hours' timezone ID.
  - business_hour_description
    
    string — The business hours' description.
  - date_time
    
    string — The date and time when the business hours are created, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "business_hour_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "business_hour_name": "",
      "business_hour_description": "",
      "timezone": "",
      "account_default": true,
      "hours": {
        "hour_type": 1,
        "custom_hours": [
          {
            "day_of_week": 1,
            "custom_hour_type": 0,
            "custom_hour_ranges": [
              {
                "start_time": "",
                "end_time": ""
              }
            ]
          }
        ]
      }
    }
  }
}

POST contact_center.engagement_conference_participant_canceled

Method: POST
Path: contact_center.engagement_conference_participant_canceled
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled engagement conference participant.
  - canceled_participant (required)
    
    object — The participant whose conference invitation is canceled.
    - participant_phone_number
      
      string — The participant's phone number
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a participant's conference invitation is canceled, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "canceled_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled engagement conference participant.
  - canceled_participant (required)
    
    object — The participant whose conference invitation is canceled.
    - participant_phone_number
      
      string — The participant's phone number
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a participant's conference invitation is canceled, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "canceled_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.recording_paused

Method: POST
Path: contact_center.recording_paused
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's paused recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's pause time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's pause time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, such as the queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, such as the queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's paused recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's pause time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's pause time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, such as the queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, such as the queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

POST contact_center.queue_supervisor_unassigned

Method: POST
Path: contact_center.queue_supervisor_unassigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the unassigned queue supervisor.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the supervisor was removed from the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the supervisor was removed from the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the unassigned queue supervisor.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the supervisor was removed from the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the supervisor was removed from the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_updated

Method: POST
Path: contact_center.user_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the updated user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user was updated, to the millisecond.
  - updates (required)
    
    object — Information about the updated user.
    - channel_settings
      
      object — Information about the channel settings.
      - concurrent_email_capacity
        
        integer — The maximum number of concurrent email conversations that can be assigned to a user.
      - concurrent_message_capacity
        
        integer — The maximum number of concurrent messaging conversations that can be assigned to a user.
      - email_occupied
        
        boolean — Mark the user's status as “Occupied” if they lack capacity for an additional active email engagement.
      - messaging_occupied
        
        boolean — Mark the user's status as “Occupied” if they lack capacity for an additional active messaging engagement.
      - multi_channel_engagements
        
        object — Information about the setting's multi-channel engagements.
        
        email_max_agent_load
        
        integer — If the multi_channel_engagements value is true, this is the maximum load percentage that a user needs to take in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
        
        enable
        
        boolean — Whether to allow users to receive voice or video engagements while handling chat and SMS engagements based on the max_agent_load value.
        
        max_agent_load
        
        integer — If the multi_channel_engagements value is true, this shows the maximum load percentage an user needs to undertake in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
    - client_integration
      
      string, possible values: "Default", "Salesforce", "Zendesk", "ServiceNow", "Microsoft_Dynamics_365" — The Contact Center's client integration.
    - country_iso_code
      
      string — The [ISO country code](/docs/api/references/abbreviations/#countries).
    - emergency_calling
      
      boolean — Allow users to contact emergency services through their device's native phone system or Zoom Phone.
    - external_url
      
      object — Launch a URL for incoming calls.
      - enable
        
        boolean — If set to true, Enable Launch will be activated.
      - external_launch_url
        
        string — Enable Launch.
    - role_id
      
      string — The user's role ID.
    - role_name
      
      string — The user's role name.
    - status_id
      
      string — The user's status ID.
    - status_name
      
      string, possible values: "Offline", "Ready", "Not Ready", "Occupied" — The user's status name.
    - sub_status_id
      
      string — The user's reason ID when the user status is Not Ready
    - sub_status_name
      
      string — The user's reason when the user status is Not Ready. To query a list of default and custom Not Ready reasons, call [List System Statuses](https://developers.zoom.us/docs/contact-center/apis/#operation/listSystemStatus). Filter by queue_opt_out_and_not_ready_status status_category.
    - user_access
      
      string, possible values: "active", "inactive" — The user's access status. * active - The user's role permissions allow them to access the Contact Center. * inactive - The user cannot access the Contact Center.
    - user_add_ons_plans
      
      array — The user's Contact Center add-ons plan.
      
      Items:
      - add_ons_plan_name
        
        string, possible values: "ai_expert_assist", "zoom_contact_center_for_service_cloud_voice" — The Contact Center add-ons plan's name.
    - user_intents
      
      array — The user's intents.
      
      Items:
      - intent_group_id
        
        string — The intent's group ID.
      - intent_id
        
        string — The intent's ID.
    - user_package
      
      object — The user's Contact Center plan.
      - package_name
        
        string, possible values: "essentials", "premium", "elite" — The Contact Center plan's name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user was updated, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "updates": {
        "role_id": "",
        "role_name": "",
        "status_id": "",
        "status_name": "Offline",
        "sub_status_id": "",
        "sub_status_name": "",
        "client_integration": "Default",
        "user_access": "active",
        "country_iso_code": "",
        "channel_settings": {
          "multi_channel_engagements": {
            "enable": true,
            "max_agent_load": 1,
            "email_max_agent_load": 1
          },
          "concurrent_message_capacity": 0,
          "concurrent_email_capacity": 0,
          "messaging_occupied": true,
          "email_occupied": true
        },
        "emergency_calling": true,
        "external_url": {
          "enable": true,
          "external_launch_url": ""
        },
        "user_intents": [
          {
            "intent_group_id": "Ql3qxUWXSHes4PmcOmzyOg",
            "intent_id": "OlK7lczzT_e7h6p1Q6wGdg"
          }
        ],
        "user_package": {
          "package_name": "essentials"
        },
        "user_add_ons_plans": [
          {
            "add_ons_plan_name": "ai_expert_assist"
          }
        ]
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the updated user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user was updated, to the millisecond.
  - updates (required)
    
    object — Information about the updated user.
    - channel_settings
      
      object — Information about the channel settings.
      - concurrent_email_capacity
        
        integer — The maximum number of concurrent email conversations that can be assigned to a user.
      - concurrent_message_capacity
        
        integer — The maximum number of concurrent messaging conversations that can be assigned to a user.
      - email_occupied
        
        boolean — Mark the user's status as “Occupied” if they lack capacity for an additional active email engagement.
      - messaging_occupied
        
        boolean — Mark the user's status as “Occupied” if they lack capacity for an additional active messaging engagement.
      - multi_channel_engagements
        
        object — Information about the setting's multi-channel engagements.
        
        email_max_agent_load
        
        integer — If the multi_channel_engagements value is true, this is the maximum load percentage that a user needs to take in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
        
        enable
        
        boolean — Whether to allow users to receive voice or video engagements while handling chat and SMS engagements based on the max_agent_load value.
        
        max_agent_load
        
        integer — If the multi_channel_engagements value is true, this shows the maximum load percentage an user needs to undertake in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
    - client_integration
      
      string, possible values: "Default", "Salesforce", "Zendesk", "ServiceNow", "Microsoft_Dynamics_365" — The Contact Center's client integration.
    - country_iso_code
      
      string — The [ISO country code](/docs/api/references/abbreviations/#countries).
    - emergency_calling
      
      boolean — Allow users to contact emergency services through their device's native phone system or Zoom Phone.
    - external_url
      
      object — Launch a URL for incoming calls.
      - enable
        
        boolean — If set to true, Enable Launch will be activated.
      - external_launch_url
        
        string — Enable Launch.
    - role_id
      
      string — The user's role ID.
    - role_name
      
      string — The user's role name.
    - status_id
      
      string — The user's status ID.
    - status_name
      
      string, possible values: "Offline", "Ready", "Not Ready", "Occupied" — The user's status name.
    - sub_status_id
      
      string — The user's reason ID when the user status is Not Ready
    - sub_status_name
      
      string — The user's reason when the user status is Not Ready. To query a list of default and custom Not Ready reasons, call [List System Statuses](https://developers.zoom.us/docs/contact-center/apis/#operation/listSystemStatus). Filter by queue_opt_out_and_not_ready_status status_category.
    - user_access
      
      string, possible values: "active", "inactive" — The user's access status. * active - The user's role permissions allow them to access the Contact Center. * inactive - The user cannot access the Contact Center.
    - user_add_ons_plans
      
      array — The user's Contact Center add-ons plan.
      
      Items:
      - add_ons_plan_name
        
        string, possible values: "ai_expert_assist", "zoom_contact_center_for_service_cloud_voice" — The Contact Center add-ons plan's name.
    - user_intents
      
      array — The user's intents.
      
      Items:
      - intent_group_id
        
        string — The intent's group ID.
      - intent_id
        
        string — The intent's ID.
    - user_package
      
      object — The user's Contact Center plan.
      - package_name
        
        string, possible values: "essentials", "premium", "elite" — The Contact Center plan's name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user was updated, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "updates": {
        "role_id": "",
        "role_name": "",
        "status_id": "",
        "status_name": "Offline",
        "sub_status_id": "",
        "sub_status_name": "",
        "client_integration": "Default",
        "user_access": "active",
        "country_iso_code": "",
        "channel_settings": {
          "multi_channel_engagements": {
            "enable": true,
            "max_agent_load": 1,
            "email_max_agent_load": 1
          },
          "concurrent_message_capacity": 0,
          "concurrent_email_capacity": 0,
          "messaging_occupied": true,
          "email_occupied": true
        },
        "emergency_calling": true,
        "external_url": {
          "enable": true,
          "external_launch_url": ""
        },
        "user_intents": [
          {
            "intent_group_id": "Ql3qxUWXSHes4PmcOmzyOg",
            "intent_id": "OlK7lczzT_e7h6p1Q6wGdg"
          }
        ],
        "user_package": {
          "package_name": "essentials"
        },
        "user_add_ons_plans": [
          {
            "add_ons_plan_name": "ai_expert_assist"
          }
        ]
      }
    }
  }
}

POST contact_center.engagement_conference_participant_rejected

Method: POST
Path: contact_center.engagement_conference_participant_rejected
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the participant's rejected engagement conference participant.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant rejected the invitation to join the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - rejecting_participant (required)
    
    object — The participant who rejected the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "rejecting_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the participant's rejected engagement conference participant.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant rejected the invitation to join the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - rejecting_participant (required)
    
    object — The participant who rejected the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "rejecting_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.engagement_user_muted

Method: POST
Path: contact_center.engagement_user_muted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user muted in the engagement.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's muted time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's muted time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user muted in the engagement.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's muted time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's muted time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_user_unmuted

Method: POST
Path: contact_center.engagement_user_unmuted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user that unmuted in the engagement.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's unmuted time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's unmuted time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user that unmuted in the engagement.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's unmuted time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's unmuted time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_phone_numbers_assigned

Method: POST
Path: contact_center.user_phone_numbers_assigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user's assigned phone numbers.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user phone numbers were assigned to the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - phone_numbers (required)
    
    array — The phone numbers assigned to the user.
    
    Items:
    - phone_number (required)
      
      string — The phone number in E164 format.
    - phone_number_id (required)
      
      string — The phone number's ID.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "phone_numbers": [
        {
          "phone_number": "+18005551212",
          "phone_number_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user's assigned phone numbers.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user phone numbers were assigned to the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - phone_numbers (required)
    
    array — The phone numbers assigned to the user.
    
    Items:
    - phone_number (required)
      
      string — The phone number in E164 format.
    - phone_number_id (required)
      
      string — The phone number's ID.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "phone_numbers": [
        {
          "phone_number": "+18005551212",
          "phone_number_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_wrap_up_started

Method: POST
Path: contact_center.engagement_wrap_up_started
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the started engagement wrap up.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement wrap up started, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "outbound", "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement wrap up started, to the second.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the started engagement wrap up.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement wrap up started, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "outbound", "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement wrap up started, to the second.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound"
    }
  }
}

POST contact_center.closure_updated

Method: POST
Path: contact_center.closure_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the closure set.
  - closure_set_id (required)
    
    string — The closure set's ID.
  - date_time_ms (required)
    
    string — The date and time when the closure set is updated, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - updates (required)
    
    object — Information about the updated closure set.
    - account_default
      
      boolean — Default closure for the newly created queue.
    - closure_set_description
      
      string — The closure set's description.
    - closure_set_name
      
      string — The closure set's name.
    - closures
      
      array — Information about the updated closures.
      
      Items:
      - closure_id (required)
        
        string — The closure's ID.
      - closure_hour_type
        
        integer, possible values: 1, 2 — The closure's time type. * 1 - All day. * 2 - Customized time.
      - closure_name
        
        string — The closure's name.
      - end_time
        
        string, format: datetime — The closure's end time.
      - recurring_days_of_week
        
        array — The week days of a recurrence. Returns only for the Weekly/Customized, the Weekly/Specific, the Annually/Customized, and the Monthly/Customized recurrence time types. When the type is Weekly/Customized, there may be multiple values. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
        
        Items:
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7
      - recurring_frequency
        
        integer, possible values: 0, 1, 2, 3 — The frequency of a closure's recurrence. * 0 - Never. * 1 - Annually. * 2 - Monthly. * 3 - Weekly.
      - recurring_frequency_type
        
        integer, possible values: 1, 2 — The closure time's type of recurrence. Applies to Annually, Monthly, and Weekly repeat frequency. Returns only for the not Never recurrence type. * 1 - Specific. * 2 - Customized.
      - recurring_month
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 — The recurrence month. Returns only for the Annually recurrence type. * 1 - January * 2 - February * 3 - March * 4 - April * 5 - May * 6 - June * 7 - July * 8 - August * 9 - September * 10 - October * 11 - November * 12 - December
      - recurring_week_interval
        
        integer — The number of weekly recurrences. Returns only for the Customized recurrence time types. When the type is Annually/Customized or Monthly/Customized, the minimum value is 1 and the maximum value is 5. When it is Weekly/Customized, the minimum value is 1 and the maximum value is 12.
      - start_time
        
        string, format: datetime — The closure's start time.
    - timezone
      
      string — The closure set's timezone ID.
  - date_time
    
    string — The date and time when the closure is updated, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "updates": {
        "closure_set_name": "",
        "closure_set_description": "",
        "timezone": "",
        "account_default": true,
        "closures": [
          {
            "closure_id": "",
            "closure_name": "",
            "closure_hour_type": 1,
            "start_time": "",
            "end_time": "",
            "recurring_frequency": 0,
            "recurring_frequency_type": 1,
            "recurring_month": 1,
            "recurring_week_interval": 1,
            "recurring_days_of_week": [
              1
            ]
          }
        ]
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the closure set.
  - closure_set_id (required)
    
    string — The closure set's ID.
  - date_time_ms (required)
    
    string — The date and time when the closure set is updated, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - updates (required)
    
    object — Information about the updated closure set.
    - account_default
      
      boolean — Default closure for the newly created queue.
    - closure_set_description
      
      string — The closure set's description.
    - closure_set_name
      
      string — The closure set's name.
    - closures
      
      array — Information about the updated closures.
      
      Items:
      - closure_id (required)
        
        string — The closure's ID.
      - closure_hour_type
        
        integer, possible values: 1, 2 — The closure's time type. * 1 - All day. * 2 - Customized time.
      - closure_name
        
        string — The closure's name.
      - end_time
        
        string, format: datetime — The closure's end time.
      - recurring_days_of_week
        
        array — The week days of a recurrence. Returns only for the Weekly/Customized, the Weekly/Specific, the Annually/Customized, and the Monthly/Customized recurrence time types. When the type is Weekly/Customized, there may be multiple values. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
        
        Items:
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7
      - recurring_frequency
        
        integer, possible values: 0, 1, 2, 3 — The frequency of a closure's recurrence. * 0 - Never. * 1 - Annually. * 2 - Monthly. * 3 - Weekly.
      - recurring_frequency_type
        
        integer, possible values: 1, 2 — The closure time's type of recurrence. Applies to Annually, Monthly, and Weekly repeat frequency. Returns only for the not Never recurrence type. * 1 - Specific. * 2 - Customized.
      - recurring_month
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 — The recurrence month. Returns only for the Annually recurrence type. * 1 - January * 2 - February * 3 - March * 4 - April * 5 - May * 6 - June * 7 - July * 8 - August * 9 - September * 10 - October * 11 - November * 12 - December
      - recurring_week_interval
        
        integer — The number of weekly recurrences. Returns only for the Customized recurrence time types. When the type is Annually/Customized or Monthly/Customized, the minimum value is 1 and the maximum value is 5. When it is Weekly/Customized, the minimum value is 1 and the maximum value is 12.
      - start_time
        
        string, format: datetime — The closure's start time.
    - timezone
      
      string — The closure set's timezone ID.
  - date_time
    
    string — The date and time when the closure is updated, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "updates": {
        "closure_set_name": "",
        "closure_set_description": "",
        "timezone": "",
        "account_default": true,
        "closures": [
          {
            "closure_id": "",
            "closure_name": "",
            "closure_hour_type": 1,
            "start_time": "",
            "end_time": "",
            "recurring_frequency": 0,
            "recurring_frequency_type": 1,
            "recurring_month": 1,
            "recurring_week_interval": 1,
            "recurring_days_of_week": [
              1
            ]
          }
        ]
      }
    }
  }
}

POST contact_center.engagement_messaging_transcript_completed

Method: POST
Path: contact_center.engagement_messaging_transcript_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the completed engagement messaging transcript.
 - channel (required)
 
 string, possible values: "messaging" — The task's channel. * messaging
 - date_time_ms (required)
 
 string, format: date-time — The date and time when the messaging transcript was completed, to the millisecond.
 - engagement_direction (required)
 
 string, possible values: "inbound", "outbound" — The engagement's direction.
 - engagement_id (required)
 
 string — The engagement's ID.
 - transcript_url (required)
 
 string — The URL to download the recording transcript file. If a user has authorized and installed your OAuth app containing Contact Center recording scopes, use the user's [OAuth access token](/docs/integrations/oauth/) to download the file, and set the access_token as a Bearer token in the Authorization header. curl -H 'Authorization: Bearer <ACCESS_TOKEN>' https://{{base-domain}}/rec/archive/download/xyz
 - channel_source
 
 string, possible values: "in_app_chat", "web_chat", "whatsapp", "facebook_messenger", "sms" — The channel's source. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel. * sms - Only applies to messaging channel.
 - date_time
 
 string, format: date-time — The date and time when the messaging transcript was completed, to the second.
 - flow_id
 
 string — The engagement's flow ID.
 - flow_name
 
 string — The flow's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "in_app_chat",
      "flow_id": "",
      "flow_name": "",
      "transcript_url": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the completed engagement messaging transcript.
 - channel (required)
 
 string, possible values: "messaging" — The task's channel. * messaging
 - date_time_ms (required)
 
 string, format: date-time — The date and time when the messaging transcript was completed, to the millisecond.
 - engagement_direction (required)
 
 string, possible values: "inbound", "outbound" — The engagement's direction.
 - engagement_id (required)
 
 string — The engagement's ID.
 - transcript_url (required)
 
 string — The URL to download the recording transcript file. If a user has authorized and installed your OAuth app containing Contact Center recording scopes, use the user's [OAuth access token](/docs/integrations/oauth/) to download the file, and set the access_token as a Bearer token in the Authorization header. curl -H 'Authorization: Bearer <ACCESS_TOKEN>' https://{{base-domain}}/rec/archive/download/xyz
 - channel_source
 
 string, possible values: "in_app_chat", "web_chat", "whatsapp", "facebook_messenger", "sms" — The channel's source. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel. * sms - Only applies to messaging channel.
 - date_time
 
 string, format: date-time — The date and time when the messaging transcript was completed, to the second.
 - flow_id
 
 string — The engagement's flow ID.
 - flow_name
 
 string — The flow's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "in_app_chat",
      "flow_id": "",
      "flow_name": "",
      "transcript_url": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.recording_deleted

Method: POST
Path: contact_center.recording_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's deleted recording.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the recording was deleted, to the millisecond.
  - recording_id (required)
    
    string — The recording's unique ID.
  - date_time
    
    string, format: date-time — The date and time when the recording was deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's deleted recording.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the recording was deleted, to the millisecond.
  - recording_id (required)
    
    string — The recording's unique ID.
  - date_time
    
    string, format: date-time — The date and time when the recording was deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.queue_agent_unassigned

Method: POST
Path: contact_center.queue_agent_unassigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the unassigned queue agent.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the agent was removed from the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the agent was removed from the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the unassigned queue agent.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the agent was removed from the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the agent was removed from the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_transfer_completed

Method: POST
Path: contact_center.engagement_transfer_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is completed, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is completed, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent", "flow", "did" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_flow_id
    
    string — The transfer's flow ID. This displays when the transfer_level is flow.
  - transfer_to_flow_name
    
    string — The transfer's flow name. This displays when the transfer_level is flow.
  - transfer_to_number
    
    string — The transfer's phone number. This displays when the transfer_level is did.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "transfer_to_flow_id": "",
      "transfer_to_flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is completed, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is completed, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent", "flow", "did" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_flow_id
    
    string — The transfer's flow ID. This displays when the transfer_level is flow.
  - transfer_to_flow_name
    
    string — The transfer's flow name. This displays when the transfer_level is flow.
  - transfer_to_number
    
    string — The transfer's phone number. This displays when the transfer_level is did.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "transfer_to_flow_id": "",
      "transfer_to_flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.team_updated

Method: POST
Path: contact_center.team_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team was updated, to the millisecond.
  - team_id (required)
    
    string — The team's ID.
  - team_description
    
    string — The team's description.
  - team_name
    
    string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Updated Sales Team",
      "team_description": "This is the updated sales team",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team was updated, to the millisecond.
  - team_id (required)
    
    string — The team's ID.
  - team_description
    
    string — The team's description.
  - team_name
    
    string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Updated Sales Team",
      "team_description": "This is the updated sales team",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

POST contact_center.engagement_user_dtmf_sent

Method: POST
Path: contact_center.engagement_user_dtmf_sent
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement user-sent DTMF.
  - channel (required)
    
    string, possible values: "voice" — The task's channel. * voice
  - date_time_ms (required)
    
    string, format: date-time — The engagement dual tone multi-frequency input time, to the millisecond.
  - dtmf_input (required)
    
    string — The engagement dual tone multi-frequency input digit.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type. * voice
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The engagement dual tone multi-frequency input time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "dtmf_input": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement user-sent DTMF.
  - channel (required)
    
    string, possible values: "voice" — The task's channel. * voice
  - date_time_ms (required)
    
    string, format: date-time — The engagement dual tone multi-frequency input time, to the millisecond.
  - dtmf_input (required)
    
    string — The engagement dual tone multi-frequency input digit.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type. * voice
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The engagement dual tone multi-frequency input time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "dtmf_input": ""
    }
  }
}

POST contact_center.queue_inbound_sla_updated

Method: POST
Path: contact_center.queue_inbound_sla_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the queue's inbound service level.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the queue service level is updated, to the millisecond.
  - updates (required)
    
    object — Information about the updated queue's inbound service level.
    - service_level_exclude_abandoned_quit_engagements
      
      boolean — The service level, excluding abandoned quit engagements.
    - service_level_exclude_long_abandoned_calls
      
      boolean — The service level, excluding long abandoned calls.
    - service_level_exclude_short_abandoned_calls
      
      boolean — The service level, excluding short abandoned calls.
    - service_level_target_in_percentage
      
      integer — Set a target percentage for service levels, as a benchmark for reports.
    - service_level_threshold_in_seconds
      
      integer — The amount of time the consumer waits for the call to be answered, to the second.
  - date_time
    
    string, format: date-time — The date and time when the queue service level is updated, to the second.
  - queue_id
    
    string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "updates": {
        "service_level_threshold_in_seconds": 1,
        "service_level_exclude_short_abandoned_calls": true,
        "service_level_exclude_long_abandoned_calls": true,
        "service_level_exclude_abandoned_quit_engagements": true,
        "service_level_target_in_percentage": 1
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the queue's inbound service level.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the queue service level is updated, to the millisecond.
  - updates (required)
    
    object — Information about the updated queue's inbound service level.
    - service_level_exclude_abandoned_quit_engagements
      
      boolean — The service level, excluding abandoned quit engagements.
    - service_level_exclude_long_abandoned_calls
      
      boolean — The service level, excluding long abandoned calls.
    - service_level_exclude_short_abandoned_calls
      
      boolean — The service level, excluding short abandoned calls.
    - service_level_target_in_percentage
      
      integer — Set a target percentage for service levels, as a benchmark for reports.
    - service_level_threshold_in_seconds
      
      integer — The amount of time the consumer waits for the call to be answered, to the second.
  - date_time
    
    string, format: date-time — The date and time when the queue service level is updated, to the second.
  - queue_id
    
    string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "updates": {
        "service_level_threshold_in_seconds": 1,
        "service_level_exclude_short_abandoned_calls": true,
        "service_level_exclude_long_abandoned_calls": true,
        "service_level_exclude_abandoned_quit_engagements": true,
        "service_level_target_in_percentage": 1
      }
    }
  }
}

POST contact_center.engagement_consumer_sent_message

Method: POST
Path: contact_center.engagement_consumer_sent_message
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's consumer-sent message.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - message_text (required)
    
    string — The message's content.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "web_chat", "sms", "facebook_messenger", "whatsapp", "in_app_chat" — The channel's source. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "web_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "message_text": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's consumer-sent message.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - message_text (required)
    
    string — The message's content.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "web_chat", "sms", "facebook_messenger", "whatsapp", "in_app_chat" — The channel's source. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "web_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "message_text": ""
    }
  }
}

POST contact_center.engagement_consumer_notified

Method: POST
Path: contact_center.engagement_consumer_notified
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement consumer notified.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The consumer's ring time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_invite_email
    
    string — The consumer's invite email.
  - consumer_invite_number
    
    string — The consumer's invite phone number.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The consumer's ring time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_invite_number": "",
      "consumer_invite_email": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement consumer notified.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The consumer's ring time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_invite_email
    
    string — The consumer's invite email.
  - consumer_invite_number
    
    string — The consumer's invite phone number.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The consumer's ring time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_invite_number": "",
      "consumer_invite_email": ""
    }
  }
}

POST contact_center.recording_stopped

Method: POST
Path: contact_center.recording_stopped
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's stopped recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's stop time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's stop time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, either a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, either a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user — This recording belongs to a user. * queue — This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand — Manually trigger recording. * automatic — Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's stopped recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's stop time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's stop time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, either a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, either a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user — This recording belongs to a user. * queue — This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand — Manually trigger recording. * automatic — Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

POST contact_center.user_deleted

Method: POST
Path: contact_center.user_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user was deleted, to the millisecond.
  - users (required)
    
    array — The user's information, when the user is deleted.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user was deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "users": [
        {
          "user_id": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user was deleted, to the millisecond.
  - users (required)
    
    array — The user's information, when the user is deleted.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user was deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "users": [
        {
          "user_id": ""
        }
      ]
    }
  }
}

POST contact_center.task_deleted

Method: POST
Path: contact_center.task_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

POST contact_center.engagement_wrap_up_ended

Method: POST
Path: contact_center.engagement_wrap_up_ended
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the ended engagement wrap up.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement wrap up ended, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "outbound", "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement wrap up ended, to the second.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the ended engagement wrap up.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement wrap up ended, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "outbound", "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement wrap up ended, to the second.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound"
    }
  }
}

POST contact_center.engagement_conference_participant_timeout

Method: POST
Path: contact_center.engagement_conference_participant_timeout
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement conference participant timeout.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a participant's conference invitation times out, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - timed_out_participant (required)
    
    object — The participant whose conference invitation timed out.
    - participant_phone_number
      
      string — The participant's phone number
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID
    - team_name
      
      string — The team's name

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "timed_out_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement conference participant timeout.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a participant's conference invitation times out, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - timed_out_participant (required)
    
    object — The participant whose conference invitation timed out.
    - participant_phone_number
      
      string — The participant's phone number
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID
    - team_name
      
      string — The team's name

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "timed_out_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.engagement_user_hold

Method: POST
Path: contact_center.engagement_user_hold
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user on hold in the engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's hold time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's hold time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user on hold in the engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's hold time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's hold time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_transfer_rejected

Method: POST
Path: contact_center.engagement_transfer_rejected
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the rejected engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is rejected, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is rejected, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the rejected engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is rejected, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is rejected, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_status_changed

Method: POST
Path: contact_center.user_status_changed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user status change.
  - current_status_id (required)
    
    string — The user's current status ID.
  - current_status_name (required)
    
    string — The user's current status name.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user's status was last changed, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - previous_status_id (required)
    
    string — The user's previous status ID.
  - previous_status_name (required)
    
    string — The user's previous status name.
  - user_id (required)
    
    string — The user's ID.
  - current_sub_status_id
    
    string — The user's current reason ID when the user current status is Not Ready.
  - current_sub_status_name
    
    string — The user's current reason when the user current status is Not Ready. To query a list of default and custom Not Ready reasons, call [List System Statuses](/docs/contact-center/apis/#operation/listSystemStatus). Filter by queue_opt_out_and_not_ready_status status category. **Default Not Ready reasons** * Break * End Shift * Forced * Meal * Meeting * Training
  - date_time
    
    string, format: date-time — The date and time when the user's status was last changed, to the second.
  - previous_sub_status_id
    
    string — The user's previous reason ID when the user previous status is Not Ready.
  - previous_sub_status_name
    
    string — The user's previous reason when the user previous status is Not Ready. To query a list of default and custom Not Ready reasons, call [List System Statuses](/docs/contact-center/apis/#operation/listSystemStatus). Filter by queue_opt_out_and_not_ready_status status category. **Default Not Ready reasons** * Break * End Shift * Forced * Meal * Meeting * Training
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "previous_status_id": "",
      "previous_status_name": "",
      "previous_sub_status_id": "",
      "previous_sub_status_name": "",
      "current_status_id": "",
      "current_status_name": "",
      "current_sub_status_id": "",
      "current_sub_status_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user status change.
  - current_status_id (required)
    
    string — The user's current status ID.
  - current_status_name (required)
    
    string — The user's current status name.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user's status was last changed, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - previous_status_id (required)
    
    string — The user's previous status ID.
  - previous_status_name (required)
    
    string — The user's previous status name.
  - user_id (required)
    
    string — The user's ID.
  - current_sub_status_id
    
    string — The user's current reason ID when the user current status is Not Ready.
  - current_sub_status_name
    
    string — The user's current reason when the user current status is Not Ready. To query a list of default and custom Not Ready reasons, call [List System Statuses](/docs/contact-center/apis/#operation/listSystemStatus). Filter by queue_opt_out_and_not_ready_status status category. **Default Not Ready reasons** * Break * End Shift * Forced * Meal * Meeting * Training
  - date_time
    
    string, format: date-time — The date and time when the user's status was last changed, to the second.
  - previous_sub_status_id
    
    string — The user's previous reason ID when the user previous status is Not Ready.
  - previous_sub_status_name
    
    string — The user's previous reason when the user previous status is Not Ready. To query a list of default and custom Not Ready reasons, call [List System Statuses](/docs/contact-center/apis/#operation/listSystemStatus). Filter by queue_opt_out_and_not_ready_status status category. **Default Not Ready reasons** * Break * End Shift * Forced * Meal * Meeting * Training
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "previous_status_id": "",
      "previous_status_name": "",
      "previous_sub_status_id": "",
      "previous_sub_status_name": "",
      "current_status_id": "",
      "current_status_name": "",
      "current_sub_status_id": "",
      "current_sub_status_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_updated

Method: POST
Path: contact_center.task_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the updated task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's [flow](https://support.zoom.us/hc/en-us/articles/4472928851469-Managing-flows) ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's assignment status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the updated task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's [flow](https://support.zoom.us/hc/en-us/articles/4472928851469-Managing-flows) ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's assignment status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

POST contact_center.recording_resumed

Method: POST
Path: contact_center.recording_resumed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's resumed recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's resumption time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's resumption time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, such as a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, such as a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's resumed recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's resumption time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's resumption time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, such as a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, such as a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

POST contact_center.engagement_disposition_added

Method: POST
Path: contact_center.engagement_disposition_added
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement disposition.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The engagement's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement disposition was added, to the millisecond.
  - disposition_id (required)
    
    string — The disposition's ID.
  - disposition_name (required)
    
    string — The disposition's name.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - last_modified_time (required)
    
    string, format: date-time — The date and time when the disposition was last modified in the admin portal.
  - modified_by (required)
    
    string — The ID of the user who last modified the disposition.
  - status (required)
    
    string, possible values: "inactive", "active" — The disposition's active status. * inactive - Deactivated. * active - Activated.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The channel's ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The channel's type. * voice * sms * chat * video * in_app_chat
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement disposition was added, to the second.
  - disposition_description
    
    string — The disposition's description.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "disposition_id": "",
      "disposition_name": "",
      "disposition_description": "",
      "status": "inactive",
      "last_modified_time": "",
      "modified_by": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement disposition.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The engagement's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement disposition was added, to the millisecond.
  - disposition_id (required)
    
    string — The disposition's ID.
  - disposition_name (required)
    
    string — The disposition's name.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - last_modified_time (required)
    
    string, format: date-time — The date and time when the disposition was last modified in the admin portal.
  - modified_by (required)
    
    string — The ID of the user who last modified the disposition.
  - status (required)
    
    string, possible values: "inactive", "active" — The disposition's active status. * inactive - Deactivated. * active - Activated.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The channel's ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The channel's type. * voice * sms * chat * video * in_app_chat
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement disposition was added, to the second.
  - disposition_description
    
    string — The disposition's description.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "disposition_id": "",
      "disposition_name": "",
      "disposition_description": "",
      "status": "inactive",
      "last_modified_time": "",
      "modified_by": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.asset_created

Method: POST
Path: contact_center.asset_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the added asset.
 - asset_id (required)
 
 string — The asset's ID.
 - asset_language_code (required)
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset's default language code.
 - asset_name (required)
 
 string — The asset's name.
 - asset_type (required)
 
 string, possible values: "audio", "image", "slides", "text", "video", "saved_reply" — The asset's type.
 - date_time_ms (required)
 
 string, format: date-time — The date and time when the asset is created, to the millisecond.
 - modified_by (required)
 
 string — The ID of the user that last modified this data.
 - asset_description
 
 string — The asset's description.
 - asset_items
 
 array — A list of the asset's items. ### Restriction Each item has a different asset_item_language, and only one item has a is_default set to true.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_language (required)
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset item's language code.
 - is_default (required)
 
 boolean — Whether this item is the asset's default. Each asset can only have one isDefault set to true.
 - asset_item_content
 
 string — The asset item's content. This data only applies to asset_types text and saved_reply.
 - asset_item_file_url
 
 string — The asset item's file URL. This data only applies to the asset_type is one of these: image, audio, video, slides.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_voice
 
 string — The asset item's text-to-speech voice. It only applies to the audio type. Not every language supports TTS, and each language has a different voice. | asset_item_language | asset_item_voice | |---------------------|------------------------------------------------------------------------------------------------------------------------------------------| | yue-CN | Hiujin | | cmn-CN | Zhiyu | | da-DK | Naja Sofie Mads | | nl-NL | Laura Ruben Lotte | | en-US | Joanna Stephen Kimberly Matthew Danielle Gregory Kevin Salli Kendra Justin Joey Ivy Ruth | | en-GB | Emma Brian Amy Arthur | | en-AU | Olivia Russell Nicole | | en-NZ | Aria | | fr-FR | Celine Lea Remi Mathieu | | fr-CA | Gabrielle Liam Chantal | | de-DE | Daniel Vicki Marlene Hans | | it-IT | Adriano Bianca Giorgio Carla | | ja-JP | Takumi Kazuha Tomoko Mizuki | | ko-KR | Seoyeon | | pl-PL | Ola Maja Jan Jacek Ewa | | pt-PT | Ines Cristiano | | pt-BR | Camila Thiago Vitoria Ricardo | | ro-RO | Carmen | | ru-RU | Maxim Tatyana | | es-US | Lupe Pedro Penelope Miguel | | es-MX | Mia Andres | | es-ES | Lucia Sergio Enrique Conchita | | sv-SE | Elin Astrid | | tr-TR | Filiz Burcu |
 - category_id
 
 string — The asset category's ID.
 - category_name
 
 string — The asset category's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": "",
      "asset_name": "",
      "asset_description": "",
      "asset_type": "audio",
      "asset_language_code": "zh-CN",
      "asset_items": [
        {
          "asset_item_id": "",
          "asset_item_name": "",
          "asset_item_language": "en-US",
          "is_default": true,
          "asset_item_file_url": "",
          "asset_item_content": "",
          "asset_item_voice": ""
        }
      ],
      "category_id": "",
      "category_name": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the added asset.
 - asset_id (required)
 
 string — The asset's ID.
 - asset_language_code (required)
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset's default language code.
 - asset_name (required)
 
 string — The asset's name.
 - asset_type (required)
 
 string, possible values: "audio", "image", "slides", "text", "video", "saved_reply" — The asset's type.
 - date_time_ms (required)
 
 string, format: date-time — The date and time when the asset is created, to the millisecond.
 - modified_by (required)
 
 string — The ID of the user that last modified this data.
 - asset_description
 
 string — The asset's description.
 - asset_items
 
 array — A list of the asset's items. ### Restriction Each item has a different asset_item_language, and only one item has a is_default set to true.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_language (required)
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset item's language code.
 - is_default (required)
 
 boolean — Whether this item is the asset's default. Each asset can only have one isDefault set to true.
 - asset_item_content
 
 string — The asset item's content. This data only applies to asset_types text and saved_reply.
 - asset_item_file_url
 
 string — The asset item's file URL. This data only applies to the asset_type is one of these: image, audio, video, slides.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_voice
 
 string — The asset item's text-to-speech voice. It only applies to the audio type. Not every language supports TTS, and each language has a different voice. | asset_item_language | asset_item_voice | |---------------------|------------------------------------------------------------------------------------------------------------------------------------------| | yue-CN | Hiujin | | cmn-CN | Zhiyu | | da-DK | Naja Sofie Mads | | nl-NL | Laura Ruben Lotte | | en-US | Joanna Stephen Kimberly Matthew Danielle Gregory Kevin Salli Kendra Justin Joey Ivy Ruth | | en-GB | Emma Brian Amy Arthur | | en-AU | Olivia Russell Nicole | | en-NZ | Aria | | fr-FR | Celine Lea Remi Mathieu | | fr-CA | Gabrielle Liam Chantal | | de-DE | Daniel Vicki Marlene Hans | | it-IT | Adriano Bianca Giorgio Carla | | ja-JP | Takumi Kazuha Tomoko Mizuki | | ko-KR | Seoyeon | | pl-PL | Ola Maja Jan Jacek Ewa | | pt-PT | Ines Cristiano | | pt-BR | Camila Thiago Vitoria Ricardo | | ro-RO | Carmen | | ru-RU | Maxim Tatyana | | es-US | Lupe Pedro Penelope Miguel | | es-MX | Mia Andres | | es-ES | Lucia Sergio Enrique Conchita | | sv-SE | Elin Astrid | | tr-TR | Filiz Burcu |
 - category_id
 
 string — The asset category's ID.
 - category_name
 
 string — The asset category's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": "",
      "asset_name": "",
      "asset_description": "",
      "asset_type": "audio",
      "asset_language_code": "zh-CN",
      "asset_items": [
        {
          "asset_item_id": "",
          "asset_item_name": "",
          "asset_item_language": "en-US",
          "is_default": true,
          "asset_item_file_url": "",
          "asset_item_content": "",
          "asset_item_voice": ""
        }
      ],
      "category_id": "",
      "category_name": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.team_members_unassigned

Method: POST
Path: contact_center.team_members_unassigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the unassigned members.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a user is unassigned from the team.
  - team_id (required)
    
    string — The team's ID.
  - team_role (required)
    
    string, possible values: "supervisor", "agent" — The user's role in the team.
  - user_ids (required)
    
    array — The user's ID list assigned to the team.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "user_ids": "[IGTRVt3gQ2i-WjoUIjeZxw,T_X0vrroQPO4UwXGNeBS8A]",
      "team_role": "supervisor",
      "date_time_ms": "2025-02-16T09:27:15.987Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the unassigned members.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a user is unassigned from the team.
  - team_id (required)
    
    string — The team's ID.
  - team_role (required)
    
    string, possible values: "supervisor", "agent" — The user's role in the team.
  - user_ids (required)
    
    array — The user's ID list assigned to the team.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "user_ids": "[IGTRVt3gQ2i-WjoUIjeZxw,T_X0vrroQPO4UwXGNeBS8A]",
      "team_role": "supervisor",
      "date_time_ms": "2025-02-16T09:27:15.987Z"
    }
  }
}

POST contact_center.call_control_answer_call_executed

Method: POST
Path: contact_center.call_control_answer_call_executed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control answer call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a call was answered by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "contact_center.call_control_answer_call_executed",
  "event_ts": "1767076587049",
  "payload": {
    "account_id": "zPd1zOyTRlSAQh70ltxTIw",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": "2025-12-30T06:36:27Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control answer call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a call was answered by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "contact_center.call_control_answer_call_executed",
  "event_ts": "1767076587049",
  "payload": {
    "account_id": "zPd1zOyTRlSAQh70ltxTIw",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": "2025-12-30T06:36:27Z"
    }
  }
}

POST contact_center.team_deleted

Method: POST
Path: contact_center.team_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team is deleted.
  - team_id (required)
    
    string — The team's ID.
  - team_name (required)
    
    string — The team's name.
  - parent_team_id
    
    string — The team's parent team ID.
  - parent_team_name
    
    string — The team's parent team name.
  - team_description
    
    string — The team's description.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Sales Team",
      "team_description": "This is the sales team",
      "parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "parent_team_name": "Online sales team",
      "date_time_ms": "2025-02-19T09:27:15.988Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team is deleted.
  - team_id (required)
    
    string — The team's ID.
  - team_name (required)
    
    string — The team's name.
  - parent_team_id
    
    string — The team's parent team ID.
  - parent_team_name
    
    string — The team's parent team name.
  - team_description
    
    string — The team's description.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Sales Team",
      "team_description": "This is the sales team",
      "parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "parent_team_name": "Online sales team",
      "date_time_ms": "2025-02-19T09:27:15.988Z"
    }
  }
}

POST contact_center.call_control_end_call_executed

Method: POST
Path: contact_center.call_control_end_call_executed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control end call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a call was ended by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control end call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a call was ended by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": ""
    }
  }
}

POST contact_center.cx_engagement_end_data_ready

Method: POST
Path: contact_center.cx_engagement_end_data_ready
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement-end report V2 data.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging", "email", "work_item" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement-end data is ready, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - start_time (required)
    
    string, format: date-time — The date and time when the engagement started, to the millisecond.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "start_time": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement-end report V2 data.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging", "email", "work_item" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement-end data is ready, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - start_time (required)
    
    string, format: date-time — The date and time when the engagement started, to the millisecond.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "start_time": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_upgrade_expired

Method: POST
Path: contact_center.engagement_upgrade_expired
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the expired engagement's upgrade.
  - channel (required)
    
    string, possible values: "voice", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement expired, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement expired, to the second.
  - flow_id
    
    string — The flow ID where the engagement expired.
  - flow_name
    
    string — The flow name where the engagement expired.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - upgrade_to_channel
    
    string, possible values: "video" — The upgraded channel's type.
  - upgrade_to_channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The upgraded channel's source.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "upgrade_to_channel": "video",
      "upgrade_to_channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the expired engagement's upgrade.
  - channel (required)
    
    string, possible values: "voice", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement expired, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement expired, to the second.
  - flow_id
    
    string — The flow ID where the engagement expired.
  - flow_name
    
    string — The flow name where the engagement expired.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - upgrade_to_channel
    
    string, possible values: "video" — The upgraded channel's type.
  - upgrade_to_channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The upgraded channel's source.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "upgrade_to_channel": "video",
      "upgrade_to_channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_consumer_ended

Method: POST
Path: contact_center.engagement_consumer_ended
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the consumer ended engagement.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The consumer's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The consumer's end time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the consumer ended engagement.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The consumer's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The consumer's end time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

POST contact_center.queue_deleted

Method: POST
Path: contact_center.queue_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted task queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the queue was deleted, to the millisecond.
  - auto_close_alert_message
    
    string — Warning message sent before auto close.
  - auto_close_alert_message_enabled
    
    boolean — If enabled, a warning message is sent before auto close.
  - auto_close_alert_message_time
    
    integer — Auto close alert message time, to the minute.
  - auto_close_message
    
    string — Warning message, will sent when auto close.
  - auto_close_message_enabled
    
    boolean — If enabled, a warning message is sent when auto close.
  - auto_close_timeout
    
    integer — Auto close message time, to the minute.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "messaging"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — Distribution duration, to the second.
  - distribution_type
    
    integer — Distribute incoming engagements.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - chat, SMS
  - overflow_to_cc_queue_id
    
    string — The Contact Center queue's ID. If overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - overflow_to_flow_id
    
    string — Flow ID. If overflow type is flow, the consumer is routed to this flow when the wait time is exceeded.
  - overflow_to_goodbye_message
    
    boolean — If enabled, a goodbye message plays and then disconnects when the wait time is exceeded.
  - overflow_to_inbox_id
    
    string — Inbox ID. If overflow type is inbox, the consumer is routed to this inbox when the wait time is exceeded.
  - overflow_to_queue_id
    
    string — Queue ID. If overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - recording_storage_location
    
    string — The recording storage location.
  - service_level_exclude_abandoned_quit_engagements
    
    boolean — If enabled, abandon quit engagements are excluded from total inbound messaging engagements.
  - service_level_exclude_long_abandoned_calls
    
    boolean — If enabled, long-abandoned calls are excluded from all inbound calls.
  - service_level_exclude_short_abandoned_calls
    
    boolean — If enabled, short-abandoned calls are excluded from all inbound calls.
  - service_level_target_in_percentage
    
    integer — A target for service level as the benchmark to refer to in reports.
  - service_level_threshold_in_seconds
    
    integer — If channel type is voice or video, this threshold is answer time by agents for all inbound calls. Otherwise, this threshold is first message speed by agents for all engagements.
  - short_abandon_enable
    
    boolean — Whether the **Short Abandon** setting is enabled.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - video
  - wrap_up_expiration
    
    boolean — If enabled, engagements auto close at the end of wrap-up duration.
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "channel_types": [
        "voice"
      ],
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "wrap_up_expiration": true,
      "overflow_to_goodbye_message": true,
      "overflow_to_cc_queue_id": "",
      "overflow_to_flow_id": "",
      "overflow_to_inbox_id": "",
      "auto_close_message_enabled": true,
      "auto_close_message": "",
      "auto_close_timeout": 1,
      "auto_close_alert_message_enabled": true,
      "auto_close_alert_message": "",
      "auto_close_alert_message_time": 1,
      "recording_storage_location": "",
      "service_level_threshold_in_seconds": 1,
      "service_level_exclude_short_abandoned_calls": true,
      "service_level_exclude_long_abandoned_calls": true,
      "service_level_exclude_abandoned_quit_engagements": true,
      "service_level_target_in_percentage": 1,
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted task queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the queue was deleted, to the millisecond.
  - auto_close_alert_message
    
    string — Warning message sent before auto close.
  - auto_close_alert_message_enabled
    
    boolean — If enabled, a warning message is sent before auto close.
  - auto_close_alert_message_time
    
    integer — Auto close alert message time, to the minute.
  - auto_close_message
    
    string — Warning message, will sent when auto close.
  - auto_close_message_enabled
    
    boolean — If enabled, a warning message is sent when auto close.
  - auto_close_timeout
    
    integer — Auto close message time, to the minute.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "messaging"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — Distribution duration, to the second.
  - distribution_type
    
    integer — Distribute incoming engagements.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - chat, SMS
  - overflow_to_cc_queue_id
    
    string — The Contact Center queue's ID. If overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - overflow_to_flow_id
    
    string — Flow ID. If overflow type is flow, the consumer is routed to this flow when the wait time is exceeded.
  - overflow_to_goodbye_message
    
    boolean — If enabled, a goodbye message plays and then disconnects when the wait time is exceeded.
  - overflow_to_inbox_id
    
    string — Inbox ID. If overflow type is inbox, the consumer is routed to this inbox when the wait time is exceeded.
  - overflow_to_queue_id
    
    string — Queue ID. If overflow type is queue, the consumer is routed to this queue when the wait time is exceeded.
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - recording_storage_location
    
    string — The recording storage location.
  - service_level_exclude_abandoned_quit_engagements
    
    boolean — If enabled, abandon quit engagements are excluded from total inbound messaging engagements.
  - service_level_exclude_long_abandoned_calls
    
    boolean — If enabled, long-abandoned calls are excluded from all inbound calls.
  - service_level_exclude_short_abandoned_calls
    
    boolean — If enabled, short-abandoned calls are excluded from all inbound calls.
  - service_level_target_in_percentage
    
    integer — A target for service level as the benchmark to refer to in reports.
  - service_level_threshold_in_seconds
    
    integer — If channel type is voice or video, this threshold is answer time by agents for all inbound calls. Otherwise, this threshold is first message speed by agents for all engagements.
  - short_abandon_enable
    
    boolean — Whether the **Short Abandon** setting is enabled.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - video
  - wrap_up_expiration
    
    boolean — If enabled, engagements auto close at the end of wrap-up duration.
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "channel_types": [
        "voice"
      ],
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "wrap_up_expiration": true,
      "overflow_to_goodbye_message": true,
      "overflow_to_cc_queue_id": "",
      "overflow_to_flow_id": "",
      "overflow_to_inbox_id": "",
      "auto_close_message_enabled": true,
      "auto_close_message": "",
      "auto_close_timeout": 1,
      "auto_close_alert_message_enabled": true,
      "auto_close_alert_message": "",
      "auto_close_alert_message_time": 1,
      "recording_storage_location": "",
      "service_level_threshold_in_seconds": 1,
      "service_level_exclude_short_abandoned_calls": true,
      "service_level_exclude_long_abandoned_calls": true,
      "service_level_exclude_abandoned_quit_engagements": true,
      "service_level_target_in_percentage": 1,
      "date_time_ms": ""
    }
  }
}

POST contact_center.business_hours_updated

Method: POST
Path: contact_center.business_hours_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the business hours.
  - business_hour_id (required)
    
    string — The business hours' ID.
  - date_time_ms (required)
    
    string — The date and time when the business hours are updated, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - updates (required)
    
    object — Information about the updated business hours.
    - account_default
      
      boolean — Default business hours for the newly created queue.
    - business_hour_description
      
      string — The business hours' description.
    - business_hour_name
      
      string — The business hours' name.
    - hours
      
      object — Information about the hours.
      - custom_hours
        
        array — The custom hours' settings. Returned only for the Custom hours type.
        
        Items:
        
        custom_hour_ranges
        
        array — The custom hours' range. Returned only for the Customized hours type.
        
        Items:
        
        end_time
        
        string — The custom hours' end time, in HH:mm and 24-hour clock format.
        
        start_time
        
        string — The custom hours' start time, in HH:mm and 24-hour clock format.
        
        custom_hour_type
        
        integer, possible values: 0, 1, 2 — The type of custom hours. * 0 - Disabled. * 1 - 24 hours. * 2 - Customized hours.
        
        day_of_week
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7 — The day of the week. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
      - hour_type
        
        integer, possible values: 1, 2 — The type of business hours. * 1 - 24 hours, 7 days a week. * 2 - Custom hours.
    - timezone
      
      string — The business hours' timezone ID.
  - date_time
    
    string — The date and time when the business hours are updated, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "business_hour_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "updates": {
        "business_hour_name": "",
        "business_hour_description": "",
        "timezone": "",
        "account_default": true,
        "hours": {
          "hour_type": 1,
          "custom_hours": [
            {
              "day_of_week": 1,
              "custom_hour_type": 0,
              "custom_hour_ranges": [
                {
                  "start_time": "",
                  "end_time": ""
                }
              ]
            }
          ]
        }
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the business hours.
  - business_hour_id (required)
    
    string — The business hours' ID.
  - date_time_ms (required)
    
    string — The date and time when the business hours are updated, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - updates (required)
    
    object — Information about the updated business hours.
    - account_default
      
      boolean — Default business hours for the newly created queue.
    - business_hour_description
      
      string — The business hours' description.
    - business_hour_name
      
      string — The business hours' name.
    - hours
      
      object — Information about the hours.
      - custom_hours
        
        array — The custom hours' settings. Returned only for the Custom hours type.
        
        Items:
        
        custom_hour_ranges
        
        array — The custom hours' range. Returned only for the Customized hours type.
        
        Items:
        
        end_time
        
        string — The custom hours' end time, in HH:mm and 24-hour clock format.
        
        start_time
        
        string — The custom hours' start time, in HH:mm and 24-hour clock format.
        
        custom_hour_type
        
        integer, possible values: 0, 1, 2 — The type of custom hours. * 0 - Disabled. * 1 - 24 hours. * 2 - Customized hours.
        
        day_of_week
        
        integer, possible values: 1, 2, 3, 4, 5, 6, 7 — The day of the week. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
      - hour_type
        
        integer, possible values: 1, 2 — The type of business hours. * 1 - 24 hours, 7 days a week. * 2 - Custom hours.
    - timezone
      
      string — The business hours' timezone ID.
  - date_time
    
    string — The date and time when the business hours are updated, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "business_hour_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "updates": {
        "business_hour_name": "",
        "business_hour_description": "",
        "timezone": "",
        "account_default": true,
        "hours": {
          "hour_type": 1,
          "custom_hours": [
            {
              "day_of_week": 1,
              "custom_hour_type": 0,
              "custom_hour_ranges": [
                {
                  "start_time": "",
                  "end_time": ""
                }
              ]
            }
          ]
        }
      }
    }
  }
}

POST contact_center.call_control_hold_call_executed

Method: POST
Path: contact_center.call_control_hold_call_executed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control hold call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when an active call is placed on hold by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control hold call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when an active call is placed on hold by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": ""
    }
  }
}

POST contact_center.queue_agent_assigned

Method: POST
Path: contact_center.queue_agent_assigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the assigned queue agent.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the agent was assigned to the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the agent was assigned to the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the assigned queue agent.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the agent was assigned to the queue, to the millisecond.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the agent was assigned to the queue, to the second.
  - display_name
    
    string — The user's display name.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_conference_participant_joined

Method: POST
Path: contact_center.engagement_conference_participant_joined
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement conference participant joined.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant joined the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - joining_participant (required)
    
    object — The participant who joined the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "joining_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement conference participant joined.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant joined the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - joining_participant (required)
    
    object — The participant who joined the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "joining_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.business_hours_deleted

Method: POST
Path: contact_center.business_hours_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted business hours.
  - business_hour_id (required)
    
    string — The business hours' ID.
  - date_time_ms (required)
    
    string — The date and time when the business hours are deleted, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - date_time
    
    string — The date and time when the business hours are deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "business_hour_id": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted business hours.
  - business_hour_id (required)
    
    string — The business hours' ID.
  - date_time_ms (required)
    
    string — The date and time when the business hours are deleted, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - date_time
    
    string — The date and time when the business hours are deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "business_hour_id": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_completed

Method: POST
Path: contact_center.task_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

POST contact_center.inbox_message_deleted

Method: POST
Path: contact_center.inbox_message_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was deleted, to the millisecond.
  - delete_type (required)
    
    string, possible values: "Soft delete", "Hard delete" — The message's delete type.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "delete_type": "Soft delete",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was deleted, to the millisecond.
  - delete_type (required)
    
    string, possible values: "Soft delete", "Hard delete" — The message's delete type.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "delete_type": "Soft delete",
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_reservation_created

Method: POST
Path: contact_center.task_reservation_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

POST contact_center.sms_status

Method: POST
Path: contact_center.sms_status
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the SMS status.
  - date_time_ms (required)
    
    string, format: date-time — The SMS status update time, to the millisecond.
  - message_id (required)
    
    string — Call /v2/contact_center/sms to return the message ID. It uniquely represents this message.
  - status (required)
    
    string, possible values: "delivered", "undelivered", "failed" — The SMS sent status. * delivered * undelivered * failed
  - consumer_number
    
    string — The SMS' source number.
  - contact_center_number
    
    string — The SMS' destionation number.
  - reason
    
    string — If the SMS status is failed or undelivered, give the reason here.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "message_id": "",
      "contact_center_number": "",
      "status": "delivered",
      "consumer_number": "",
      "reason": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the SMS status.
  - date_time_ms (required)
    
    string, format: date-time — The SMS status update time, to the millisecond.
  - message_id (required)
    
    string — Call /v2/contact_center/sms to return the message ID. It uniquely represents this message.
  - status (required)
    
    string, possible values: "delivered", "undelivered", "failed" — The SMS sent status. * delivered * undelivered * failed
  - consumer_number
    
    string — The SMS' source number.
  - contact_center_number
    
    string — The SMS' destionation number.
  - reason
    
    string — If the SMS status is failed or undelivered, give the reason here.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "message_id": "",
      "contact_center_number": "",
      "status": "delivered",
      "consumer_number": "",
      "reason": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.closure_created

Method: POST
Path: contact_center.closure_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created closure set.
  - account_default (required)
    
    boolean — Default closure for the newly created queue.
  - closure_set_id (required)
    
    string — The closure's ID.
  - closure_set_name (required)
    
    string — The closure set's name.
  - closures (required)
    
    array — Information about the closures.
    
    Items:
    - closure_id (required)
      
      string — The closure's ID.
    - closure_name (required)
      
      string — The closure's name.
    - closure_hour_type
      
      integer, possible values: 1, 2 — The closure's time type. * 1 - All day. * 2 - Customized time.
    - end_time
      
      string, format: datetime — The closure's end time.
    - recurring_days_of_week
      
      array — The week days of a recurrence. Returns only for the Weekly/Customized, the Weekly/Specific, the Annually/Customized, and the Monthly/Customized recurrence time types. When the type is Weekly/Customized, there may be multiple values. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
      
      Items:
      
      integer, possible values: 1, 2, 3, 4, 5, 6, 7
    - recurring_frequency
      
      integer, possible values: 0, 1, 2, 3 — The frequency of a closure's recurrence. * 0 - Never. * 1 - Annually. * 2 - Monthly. * 3 - Weekly.
    - recurring_frequency_type
      
      integer, possible values: 1, 2 — The closure time's type of recurrence. Applies to Annually, Monthly, and Weekly repeat frequency. Returns only for the not Never recurrence type. * 1 - Specific. * 2 - Customized.
    - recurring_month
      
      integer, possible values: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 — The recurrence month. Returns only for the Annually recurrence type. * 1 - January * 2 - February * 3 - March * 4 - April * 5 - May * 6 - June * 7 - July * 8 - August * 9 - September * 10 - October * 11 - November * 12 - December
    - recurring_week_interval
      
      integer — The number of weekly recurrences. Returns only for the Customized recurrence time types. When the type is Annually/Customized or Monthly/Customized, the minimum value is 1 and the maximum value is 5. When it is Weekly/Customized, the minimum value is 1 and the maximum value is 12.
    - start_time
      
      string, format: datetime — The closure's start time.
  - date_time_ms (required)
    
    string — The date and time when the closure set is created, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - timezone (required)
    
    string — The closure set's timezone ID.
  - closure_set_description
    
    string — The closure set's description.
  - date_time
    
    string — The date and time when the closure is created, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "closure_set_name": "",
      "closure_set_description": "",
      "timezone": "",
      "account_default": true,
      "closures": [
        {
          "closure_id": "",
          "closure_name": "",
          "closure_hour_type": 1,
          "start_time": "",
          "end_time": "",
          "recurring_frequency": 0,
          "recurring_frequency_type": 1,
          "recurring_month": 1,
          "recurring_week_interval": 1,
          "recurring_days_of_week": [
            1
          ]
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created closure set.
  - account_default (required)
    
    boolean — Default closure for the newly created queue.
  - closure_set_id (required)
    
    string — The closure's ID.
  - closure_set_name (required)
    
    string — The closure set's name.
  - closures (required)
    
    array — Information about the closures.
    
    Items:
    - closure_id (required)
      
      string — The closure's ID.
    - closure_name (required)
      
      string — The closure's name.
    - closure_hour_type
      
      integer, possible values: 1, 2 — The closure's time type. * 1 - All day. * 2 - Customized time.
    - end_time
      
      string, format: datetime — The closure's end time.
    - recurring_days_of_week
      
      array — The week days of a recurrence. Returns only for the Weekly/Customized, the Weekly/Specific, the Annually/Customized, and the Monthly/Customized recurrence time types. When the type is Weekly/Customized, there may be multiple values. * 1 - Monday * 2 - Tuesday * 3 - Wednesday * 4 - Thursday * 5 - Friday * 6 - Saturday * 7 - Sunday
      
      Items:
      
      integer, possible values: 1, 2, 3, 4, 5, 6, 7
    - recurring_frequency
      
      integer, possible values: 0, 1, 2, 3 — The frequency of a closure's recurrence. * 0 - Never. * 1 - Annually. * 2 - Monthly. * 3 - Weekly.
    - recurring_frequency_type
      
      integer, possible values: 1, 2 — The closure time's type of recurrence. Applies to Annually, Monthly, and Weekly repeat frequency. Returns only for the not Never recurrence type. * 1 - Specific. * 2 - Customized.
    - recurring_month
      
      integer, possible values: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 — The recurrence month. Returns only for the Annually recurrence type. * 1 - January * 2 - February * 3 - March * 4 - April * 5 - May * 6 - June * 7 - July * 8 - August * 9 - September * 10 - October * 11 - November * 12 - December
    - recurring_week_interval
      
      integer — The number of weekly recurrences. Returns only for the Customized recurrence time types. When the type is Annually/Customized or Monthly/Customized, the minimum value is 1 and the maximum value is 5. When it is Weekly/Customized, the minimum value is 1 and the maximum value is 12.
    - start_time
      
      string, format: datetime — The closure's start time.
  - date_time_ms (required)
    
    string — The date and time when the closure set is created, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - timezone (required)
    
    string — The closure set's timezone ID.
  - closure_set_description
    
    string — The closure set's description.
  - date_time
    
    string — The date and time when the closure is created, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "closure_set_name": "",
      "closure_set_description": "",
      "timezone": "",
      "account_default": true,
      "closures": [
        {
          "closure_id": "",
          "closure_name": "",
          "closure_hour_type": 1,
          "start_time": "",
          "end_time": "",
          "recurring_frequency": 0,
          "recurring_frequency_type": 1,
          "recurring_month": 1,
          "recurring_week_interval": 1,
          "recurring_days_of_week": [
            1
          ]
        }
      ]
    }
  }
}

POST contact_center.task_canceled

Method: POST
Path: contact_center.task_canceled
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled task.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's type.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - task_priority
    
    integer — The task's priority, from 0 to 10. The greater the value, the higher the priority. The maximum value is 10.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": ""
    }
  }
}

POST contact_center.legacy_engagement_end_data_ready

Method: POST
Path: contact_center.legacy_engagement_end_data_ready
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement-end report V1 data.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging", "email" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement-end data is ready, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - start_time (required)
    
    string, format: date-time — The date and time when the engagement started, to the millisecond.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "start_time": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement-end report V1 data.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging", "email" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement-end data is ready, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - start_time (required)
    
    string, format: date-time — The date and time when the engagement started, to the millisecond.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "start_time": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_upgrade_completed

Method: POST
Path: contact_center.engagement_upgrade_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed engagement upgrade.
  - channel (required)
    
    string, possible values: "voice", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement completed, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement completed, to the second.
  - flow_id
    
    string — The flow ID where the engagement completed.
  - flow_name
    
    string — The flow name where the engagement completed.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - upgrade_to_channel
    
    string, possible values: "video" — The upgraded channel's type.
  - upgrade_to_channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The upgraded channel's source.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "upgrade_to_channel": "video",
      "upgrade_to_channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed engagement upgrade.
  - channel (required)
    
    string, possible values: "voice", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement completed, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement completed, to the second.
  - flow_id
    
    string — The flow ID where the engagement completed.
  - flow_name
    
    string — The flow name where the engagement completed.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - upgrade_to_channel
    
    string, possible values: "video" — The upgraded channel's type.
  - upgrade_to_channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The upgraded channel's source.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "upgrade_to_channel": "video",
      "upgrade_to_channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.recording_started

Method: POST
Path: contact_center.recording_started
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's started recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's start time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's start time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, such as a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, such as a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's started recording.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The recording's start time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The recording's start time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID, such as a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name, such as a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "date_time_ms": "",
      "recording_type": "on_demand",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

POST contact_center.closure_deleted

Method: POST
Path: contact_center.closure_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted closure set.
  - closure_set_id (required)
    
    string — The closure set's ID.
  - date_time_ms (required)
    
    string — The date and time when the closure set is deleted, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - date_time
    
    string — The date and time when the closure is deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted closure set.
  - closure_set_id (required)
    
    string — The closure set's ID.
  - date_time_ms (required)
    
    string — The date and time when the closure set is deleted, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - date_time
    
    string — The date and time when the closure is deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_login

Method: POST
Path: contact_center.user_login
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user login.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user logged in to Contact Center, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user logged in to Contact Center, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user login.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user logged in to Contact Center, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user logged in to Contact Center, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_conference_canceled

Method: POST
Path: contact_center.engagement_conference_canceled
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled engagement conference.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement conference was canceled, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID
    - team_name
      
      string — The team's name

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled engagement conference.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement conference was canceled, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID
    - team_name
      
      string — The team's name

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.user_skills_assigned

Method: POST
Path: contact_center.user_skills_assigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the skills assigned to the user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the skills were assigned to the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - skills (required)
    
    array — The skills assigned to the user.
    
    Items:
    - skill_id (required)
      
      string — The skill's ID.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "skills": [
        {
          "skill_id": "s0pP7Z_AcR_6xUiAS2SLE1g"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the skills assigned to the user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the skills were assigned to the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - skills (required)
    
    array — The skills assigned to the user.
    
    Items:
    - skill_id (required)
      
      string — The skill's ID.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "skills": [
        {
          "skill_id": "s0pP7Z_AcR_6xUiAS2SLE1g"
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_user_sent_file

Method: POST
Path: contact_center.engagement_user_sent_file
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-sent files in the engagement.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - files (required)
    
    array — The file details.
    
    Items:
    - download_url (required)
      
      string — Attachment download link.
    - file_id (required)
      
      string — The file's unique ID.
    - file_name (required)
      
      string — The file's name.
    - file_size (required)
      
      integer, format: int64 — The file's size.
    - file_type (required)
      
      string, possible values: "Image", "Audio", "Video", "File", "Link" — The file's type.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "web_chat", "sms", "facebook_messenger", "whatsapp", "in_app_chat" — The channel's source. * in_app_chat - Only applies to the messaging channel. * web_chat - Only applies to the messaging channel. * sms - Only applies to the messaging channel. * facebook_messenger - Only applies to the messaging channel. * whatsapp - Only applies to the messaging channel.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "web_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-sent files in the engagement.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - files (required)
    
    array — The file details.
    
    Items:
    - download_url (required)
      
      string — Attachment download link.
    - file_id (required)
      
      string — The file's unique ID.
    - file_name (required)
      
      string — The file's name.
    - file_size (required)
      
      integer, format: int64 — The file's size.
    - file_type (required)
      
      string, possible values: "Image", "Audio", "Video", "File", "Link" — The file's type.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "web_chat", "sms", "facebook_messenger", "whatsapp", "in_app_chat" — The channel's source. * in_app_chat - Only applies to the messaging channel. * web_chat - Only applies to the messaging channel. * sms - Only applies to the messaging channel. * facebook_messenger - Only applies to the messaging channel. * whatsapp - Only applies to the messaging channel.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "web_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

POST contact_center.engagement_consumer_answered

Method: POST
Path: contact_center.engagement_consumer_answered
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement consumer answered.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The consumer's answer time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer phone number.
  - date_time
    
    string, format: date-time — The consumer's answer time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement consumer answered.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The consumer's answer time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer phone number.
  - date_time
    
    string, format: date-time — The consumer's answer time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

POST contact_center.engagement_ended

Method: POST
Path: contact_center.engagement_ended
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement ended.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement ended, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "whatsapp", "facebook_messenger", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - date_time
    
    string, format: date-time — The date and time when the engagement ended, to the second.
  - flow_id
    
    string — The flow ID where the engagement ended.
  - flow_name
    
    string — The flow name where the engagement ended.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement ended.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement ended, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "whatsapp", "facebook_messenger", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - date_time
    
    string, format: date-time — The date and time when the engagement ended, to the second.
  - flow_id
    
    string — The flow ID where the engagement ended.
  - flow_name
    
    string — The flow name where the engagement ended.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_opt_in

Method: POST
Path: contact_center.user_opt_in
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user queue opt-in.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user opted in to a queue, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - queue_name (required)
    
    string — The queue's name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user opted in to a queue, to the second.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user queue opt-in.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user opted in to a queue, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - queue_name (required)
    
    string — The queue's name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user opted in to a queue, to the second.
  - queue_id
    
    string — The queue's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_transfer_timeout

Method: POST
Path: contact_center.engagement_transfer_timeout
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement transfer timeout.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer timed out, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer timed out, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer's level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer's type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement transfer timeout.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer timed out, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer timed out, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer's level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer's type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.recording_completed

Method: POST
Path: contact_center.recording_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's recording completed.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID - either a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name - either a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_duration
    
    integer — The recording's duration, to the second.
  - recording_end_time
    
    string, format: date-time — The recording's end time, to the second.
  - recording_end_time_ms
    
    string, format: date-time — The recording's end time, to the millisecond.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "recording_end_time_ms": "",
      "recording_type": "on_demand",
      "recording_duration": 1,
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's recording completed.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - recording_id (required)
    
    string — The recording's unique ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice", "video" — The task's channel type. * voice * video
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - owner_id
    
    string — The recording's owner ID - either a queue ID or user ID.
  - owner_name
    
    string — The recording's owner name - either a queue name or user name.
  - owner_type
    
    string, possible values: "user", "queue" — The recording's owner type. * user - This recording belongs to a user. * queue - This recording belongs to a queue.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - recording_duration
    
    integer — The recording's duration, to the second.
  - recording_end_time
    
    string, format: date-time — The recording's end time, to the second.
  - recording_end_time_ms
    
    string, format: date-time — The recording's end time, to the millisecond.
  - recording_start_time
    
    string, format: date-time — The recording's start time, to the second.
  - recording_start_time_ms
    
    string, format: date-time — The recording's start time, to the millisecond.
  - recording_type
    
    string, possible values: "on_demand", "automatic" — The recording's type. * on_demand - Manually trigger recording. * automatic - Automatically trigger recording.
  - user_display_name
    
    string — The user's display name.
  - user_id
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "recording_start_time_ms": "",
      "recording_end_time_ms": "",
      "recording_type": "on_demand",
      "recording_duration": 1,
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "owner_id": "",
      "owner_name": "",
      "owner_type": "user",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ]
    }
  }
}

POST contact_center.engagement_transfer_accepted

Method: POST
Path: contact_center.engagement_transfer_accepted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the accepted engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is accepted, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is accepted, to the second.
  - flow_id
    
    string — The flow ID.
  - flow_name
    
    string — The flow name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the accepted engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is accepted, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is accepted, to the second.
  - flow_id
    
    string — The flow ID.
  - flow_name
    
    string — The flow name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.team_moved

Method: POST
Path: contact_center.team_moved
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team was moved, to the millisecond.
  - new_parent_team_id (required)
    
    string — The team's new parent team ID.
  - new_parent_team_name (required)
    
    string — The team's new parent team name.
  - team_id (required)
    
    string — The team's ID.
  - team_name (required)
    
    string — The team's name.
  - previous_parent_team_id
    
    string — The team's previous parent team ID.
  - previous_parent_team_name
    
    string — The team's previous parent team name.
  - team_description
    
    string — The team's description.

Example:

{
  "event": "",
  "event_ts": 1754387110151,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Example Team",
      "team_description": "This is a example team.",
      "previous_parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "previous_parent_team_name": "Previous Parent Example Team",
      "new_parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "new_parent_team_name": "Parent Example Team",
      "date_time_ms": "2025-09-15T09:27:15.988Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team was moved, to the millisecond.
  - new_parent_team_id (required)
    
    string — The team's new parent team ID.
  - new_parent_team_name (required)
    
    string — The team's new parent team name.
  - team_id (required)
    
    string — The team's ID.
  - team_name (required)
    
    string — The team's name.
  - previous_parent_team_id
    
    string — The team's previous parent team ID.
  - previous_parent_team_name
    
    string — The team's previous parent team name.
  - team_description
    
    string — The team's description.

Example:

{
  "event": "",
  "event_ts": 1754387110151,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Example Team",
      "team_description": "This is a example team.",
      "previous_parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "previous_parent_team_name": "Previous Parent Example Team",
      "new_parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "new_parent_team_name": "Parent Example Team",
      "date_time_ms": "2025-09-15T09:27:15.988Z"
    }
  }
}

POST contact_center.user_created

Method: POST
Path: contact_center.user_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user was created, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - channel_settings
    
    object — Information about the channel settings.
    - concurrent_email_capacity
      
      integer — The maximum number of concurrent email conversations that can be assigned to a user.
    - concurrent_message_capacity
      
      integer — The maximum number of concurrent messaging conversations that can be assigned to a user.
    - email_occupied
      
      boolean — Mark the user's status as Occupied if they lack capacity for an additional active email engagement.
    - messaging_occupied
      
      boolean — Mark the user's status as Occupied if they lack capacity for an additional active messaging engagement.
    - multi_channel_engagements
      
      object — Information about the setting's multi-channel engagements.
      - email_max_agent_load
        
        integer — If the multi_channel_engagements value is true, this is the maximum load percentage that a user needs to take in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
      - enable
        
        boolean — Whether to allow users to receive voice or video engagements while handling chat and SMS engagements based on the max_agent_load value.
      - max_agent_load
        
        integer — If the multi_channel_engagements value is true, the maximum load percentage an user needs to undertake in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
  - client_integration
    
    string, possible values: "Default", "Salesforce", "Zendesk", "ServiceNow", "Microsoft_Dynamics_365" — The contact center's client integration. * Default * Salesforce * Zendesk * ServiceNow * Microsoft_Dynamics_365
  - country_iso_code
    
    string — The [ISO country code](/docs/api/references/abbreviations/#countries).
  - date_time
    
    string, format: date-time — The date and time when the user was created, to the second.
  - emergency_calling
    
    boolean — Allow users to contact emergency services through their device's native phone system or Zoom Phone.
  - status_id
    
    string — The user's status ID.
  - status_name
    
    string, possible values: "Offline", "Ready", "Not Ready", "Occupied" — The user's status name.
  - user_access
    
    string, possible values: "active", "inactive" — The user's access status. * active - The user's role permissions allow them to access the Contact Center. * inactive - The user cannot access the Contact Center.
  - user_add_ons_plans
    
    array — The user's Contact Center add-ons plan.
    
    Items:
    - add_ons_plan_name
      
      string, possible values: "ai_expert_assist", "zoom_contact_center_for_service_cloud_voice" — The Contact Center add-ons plan's name.
  - user_intents
    
    array — The user's intents.
    
    Items:
    - intent_group_id
      
      string — The intent's group ID.
    - intent_id
      
      string — The intent's ID.
  - user_package
    
    object — The user's Contact Center plan.
    - package_name
      
      string, possible values: "essentials", "premium", "elite" — The Contact Center plan's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "status_id": "",
      "status_name": "Offline",
      "client_integration": "Default",
      "user_access": "active",
      "country_iso_code": "",
      "channel_settings": {
        "multi_channel_engagements": {
          "enable": true,
          "max_agent_load": 1,
          "email_max_agent_load": 1
        },
        "concurrent_message_capacity": 0,
        "concurrent_email_capacity": 0,
        "messaging_occupied": true,
        "email_occupied": true
      },
      "emergency_calling": true,
      "user_intents": [
        {
          "intent_group_id": "Ql3qxUWXSHes4PmcOmzyOg",
          "intent_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "user_package": {
        "package_name": "essentials"
      },
      "user_add_ons_plans": [
        {
          "add_ons_plan_name": "ai_expert_assist"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user was created, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - channel_settings
    
    object — Information about the channel settings.
    - concurrent_email_capacity
      
      integer — The maximum number of concurrent email conversations that can be assigned to a user.
    - concurrent_message_capacity
      
      integer — The maximum number of concurrent messaging conversations that can be assigned to a user.
    - email_occupied
      
      boolean — Mark the user's status as Occupied if they lack capacity for an additional active email engagement.
    - messaging_occupied
      
      boolean — Mark the user's status as Occupied if they lack capacity for an additional active messaging engagement.
    - multi_channel_engagements
      
      object — Information about the setting's multi-channel engagements.
      - email_max_agent_load
        
        integer — If the multi_channel_engagements value is true, this is the maximum load percentage that a user needs to take in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
      - enable
        
        boolean — Whether to allow users to receive voice or video engagements while handling chat and SMS engagements based on the max_agent_load value.
      - max_agent_load
        
        integer — If the multi_channel_engagements value is true, the maximum load percentage an user needs to undertake in order to receive voice and video calls. This value is based on the engagements the user is currently handling.
  - client_integration
    
    string, possible values: "Default", "Salesforce", "Zendesk", "ServiceNow", "Microsoft_Dynamics_365" — The contact center's client integration. * Default * Salesforce * Zendesk * ServiceNow * Microsoft_Dynamics_365
  - country_iso_code
    
    string — The [ISO country code](/docs/api/references/abbreviations/#countries).
  - date_time
    
    string, format: date-time — The date and time when the user was created, to the second.
  - emergency_calling
    
    boolean — Allow users to contact emergency services through their device's native phone system or Zoom Phone.
  - status_id
    
    string — The user's status ID.
  - status_name
    
    string, possible values: "Offline", "Ready", "Not Ready", "Occupied" — The user's status name.
  - user_access
    
    string, possible values: "active", "inactive" — The user's access status. * active - The user's role permissions allow them to access the Contact Center. * inactive - The user cannot access the Contact Center.
  - user_add_ons_plans
    
    array — The user's Contact Center add-ons plan.
    
    Items:
    - add_ons_plan_name
      
      string, possible values: "ai_expert_assist", "zoom_contact_center_for_service_cloud_voice" — The Contact Center add-ons plan's name.
  - user_intents
    
    array — The user's intents.
    
    Items:
    - intent_group_id
      
      string — The intent's group ID.
    - intent_id
      
      string — The intent's ID.
  - user_package
    
    object — The user's Contact Center plan.
    - package_name
      
      string, possible values: "essentials", "premium", "elite" — The Contact Center plan's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "status_id": "",
      "status_name": "Offline",
      "client_integration": "Default",
      "user_access": "active",
      "country_iso_code": "",
      "channel_settings": {
        "multi_channel_engagements": {
          "enable": true,
          "max_agent_load": 1,
          "email_max_agent_load": 1
        },
        "concurrent_message_capacity": 0,
        "concurrent_email_capacity": 0,
        "messaging_occupied": true,
        "email_occupied": true
      },
      "emergency_calling": true,
      "user_intents": [
        {
          "intent_group_id": "Ql3qxUWXSHes4PmcOmzyOg",
          "intent_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "user_package": {
        "package_name": "essentials"
      },
      "user_add_ons_plans": [
        {
          "add_ons_plan_name": "ai_expert_assist"
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.inbox_message_assigned

Method: POST
Path: contact_center.inbox_message_assigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the inbox message assigned.
  - assign_type (required)
    
    string, possible values: "Manual", "Auto Assign" — The message's assign type.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was assigned, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - previous_user_display_name
    
    string — The message previously assigned to a user's display name.
  - previous_user_id
    
    string — The message previously assigned to a user's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "previous_user_id": "",
      "previous_user_display_name": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "assign_type": "Manual",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the inbox message assigned.
  - assign_type (required)
    
    string, possible values: "Manual", "Auto Assign" — The message's assign type.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was assigned, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - previous_user_display_name
    
    string — The message previously assigned to a user's display name.
  - previous_user_id
    
    string — The message previously assigned to a user's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "previous_user_id": "",
      "previous_user_display_name": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "assign_type": "Manual",
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_entered_queue

Method: POST
Path: contact_center.task_entered_queue
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the task that entered the queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The time the task entered the queue, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - task_id (required)
    
    string — The task's ID.
  - channel
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "in_app_chat"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — The distribution duration, to the second.
  - distribution_type
    
    integer — Use this option to distribute incoming engagements.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - chat, SMS
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - short_abandon_enable
    
    boolean — Whether to enable the **Short Abandon** setting.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - video
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "task_id": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "engagement_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the task that entered the queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The time the task entered the queue, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - task_id (required)
    
    string — The task's ID.
  - channel
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "in_app_chat"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — The distribution duration, to the second.
  - distribution_type
    
    integer — Use this option to distribute incoming engagements.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - chat, SMS
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - short_abandon_enable
    
    boolean — Whether to enable the **Short Abandon** setting.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - video
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "task_id": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "engagement_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.asset_deleted

Method: POST
Path: contact_center.asset_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted asset.
  - archived (required)
    
    boolean — Is the asset archived? After archiving, it won't be deleted immediately, but will be automatically deleted after a period of time. During this time, you can restore it.
  - asset_id (required)
    
    string — The asset's ID.
  - asset_name (required)
    
    string — The asset's name.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the asset is deleted, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - archived_time
    
    string, format: date-time — The date and time when this data was archived.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": "",
      "asset_name": "",
      "archived": true,
      "archived_time": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the deleted asset.
  - archived (required)
    
    boolean — Is the asset archived? After archiving, it won't be deleted immediately, but will be automatically deleted after a period of time. During this time, you can restore it.
  - asset_id (required)
    
    string — The asset's ID.
  - asset_name (required)
    
    string — The asset's name.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the asset is deleted, to the millisecond.
  - modified_by (required)
    
    string — The ID of the user that last modified this data.
  - archived_time
    
    string, format: date-time — The date and time when this data was archived.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": "",
      "asset_name": "",
      "archived": true,
      "archived_time": "",
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.team_created

Method: POST
Path: contact_center.team_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team was created.
  - team_id (required)
    
    string — The team's ID.
  - team_name (required)
    
    string — The team's name.
  - parent_team_id
    
    string — The team's parent team ID.
  - parent_team_name
    
    string — The team's parent team name.
  - team_description
    
    string — The team's description.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Sales Team",
      "team_description": "This is the sales team",
      "parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "parent_team_name": "Online sales team",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the team.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the team was created.
  - team_id (required)
    
    string — The team's ID.
  - team_name (required)
    
    string — The team's name.
  - parent_team_id
    
    string — The team's parent team ID.
  - parent_team_name
    
    string — The team's parent team name.
  - team_description
    
    string — The team's description.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "team_name": "Sales Team",
      "team_description": "This is the sales team",
      "parent_team_id": "PZy04MG_Q7Gytg9k7CVU6w",
      "parent_team_name": "Online sales team",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

POST contact_center.engagement_started

Method: POST
Path: contact_center.engagement_started
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement started.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement started, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - channel_type
    
    string, possible values: "chat", "in_app_chat", "voice", "video", "sms", "messaging" — The engagement's channel type. * chat * in_app_chat * voice * video * sms * messaging
  - date_time
    
    string, format: date-time — The date and time the engagement started, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - transfer_from
    
    string, possible values: "zoom_phone" — The name of the other Zoom product if the engagement is transferred from another Zoom product to Contact Center. Currently only supports transfer from Zoom Phone for voice channel.
  - transfer_from_id
    
    string — The unique session identifier of another Zoom product, such as a Zoom Phone call ID, if the engagement is transferred from another Zoom product to Contact Center. Currently only supports transfer from Zoom Phone for voice channel.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "date_time_ms": "",
      "transfer_from": "zoom_phone",
      "transfer_from_id": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement started.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement started, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - channel_type
    
    string, possible values: "chat", "in_app_chat", "voice", "video", "sms", "messaging" — The engagement's channel type. * chat * in_app_chat * voice * video * sms * messaging
  - date_time
    
    string, format: date-time — The date and time the engagement started, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - transfer_from
    
    string, possible values: "zoom_phone" — The name of the other Zoom product if the engagement is transferred from another Zoom product to Contact Center. Currently only supports transfer from Zoom Phone for voice channel.
  - transfer_from_id
    
    string — The unique session identifier of another Zoom product, such as a Zoom Phone call ID, if the engagement is transferred from another Zoom product to Contact Center. Currently only supports transfer from Zoom Phone for voice channel.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "date_time_ms": "",
      "transfer_from": "zoom_phone",
      "transfer_from_id": ""
    }
  }
}

POST contact_center.engagement_transfer_reserved

Method: POST
Path: contact_center.engagement_transfer_reserved
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the reserved engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is reserved, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is reserved, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer's level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer's type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the reserved engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is reserved, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is reserved, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer's level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer's type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_upgrade_initiated

Method: POST
Path: contact_center.engagement_upgrade_initiated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the initiated engagement upgrade.
  - channel (required)
    
    string, possible values: "voice", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement upgrade was initiated, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement upgrade was initiated, to the second.
  - flow_id
    
    string — The flow ID where the engagement initiated.
  - flow_name
    
    string — The flow name where the engagement initiated.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - upgrade_to_channel
    
    string, possible values: "video" — The upgraded channel type.
  - upgrade_to_channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The upgraded channel's source.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "upgrade_to_channel": "video",
      "upgrade_to_channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the initiated engagement upgrade.
  - channel (required)
    
    string, possible values: "voice", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement upgrade was initiated, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - users (required)
    
    array — Information about the users.
    
    Items:
    - user_id (required)
      
      string — The user's ID.
    - teams
      
      array — The user's teams.
      
      Items:
      - team_id
        
        string — The team's ID.
      - team_name
        
        string — The team's name.
    - user_display_name
      
      string — The user's display name.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel.
  - consumers
    
    array — Information about the consumers.
    
    Items:
    - consumer_display_name
      
      string — The consumer's display name.
    - consumer_id
      
      string — The consumer's ID.
    - consumer_number
      
      string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement upgrade was initiated, to the second.
  - flow_id
    
    string — The flow ID where the engagement initiated.
  - flow_name
    
    string — The flow name where the engagement initiated.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - upgrade_to_channel
    
    string, possible values: "video" — The upgraded channel type.
  - upgrade_to_channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The upgraded channel's source.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "upgrade_to_channel": "video",
      "upgrade_to_channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": [
            {
              "team_id": "",
              "team_name": ""
            }
          ]
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.asset_updated

Method: POST
Path: contact_center.asset_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the asset.
 - asset_id (required)
 
 string — The asset's ID.
 - date_time_ms (required)
 
 string, format: date-time — The date and time when the asset is updated, to the millisecond.
 - modified_by (required)
 
 string — The ID of the user that last modified this data.
 - updates (required)
 
 object — Information about the updated asset.
 - asset_description
 
 string — The asset's description.
 - asset_item_added
 
 array — A list of the added asset's items. This displays when the asset item is added.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_language (required)
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset item's language code.
 - is_default (required)
 
 boolean — Whether this item is the asset's default. Each asset can only have one isDefault set to true.
 - asset_item_content
 
 string — The asset item's content. This data only applies to asset_types text and saved_reply.
 - asset_item_file_url
 
 string — The asset item's file URL. This data only applies when the asset_type is one of image, audio, video, or slides.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_voice
 
 string — The asset item's text-to-speech voice. It only applies to the audio type. Not every language supports TTS, and each language has a different voice. | asset_item_language | asset_item_voice | |---------------------|------------------------------------------------------------------------------------------------------------------------------------------| | yue-CN | Hiujin | | cmn-CN | Zhiyu | | da-DK | Naja Sofie Mads | | nl-NL | Laura Ruben Lotte | | en-US | Joanna Stephen Kimberly Matthew Danielle Gregory Kevin Salli Kendra Justin Joey Ivy Ruth | | en-GB | Emma Brian Amy Arthur | | en-AU | Olivia Russell Nicole | | en-NZ | Aria | | fr-FR | Celine Lea Remi Mathieu | | fr-CA | Gabrielle Liam Chantal | | de-DE | Daniel Vicki Marlene Hans | | it-IT | Adriano Bianca Giorgio Carla | | ja-JP | Takumi Kazuha Tomoko Mizuki | | ko-KR | Seoyeon | | pl-PL | Ola Maja Jan Jacek Ewa | | pt-PT | Ines Cristiano | | pt-BR | Camila Thiago Vitoria Ricardo | | ro-RO | Carmen | | ru-RU | Maxim Tatyana | | es-US | Lupe Pedro Penelope Miguel | | es-MX | Mia Andres | | es-ES | Lucia Sergio Enrique Conchita | | sv-SE | Elin Astrid | | tr-TR | Filiz Burcu |
 - asset_item_deleted
 
 array — A list of the deleted asset's items. This displays when the asset item is deleted.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_updated
 
 array — A list of the updated asset's items. This displays when the asset item is updated.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_content
 
 string — The asset item's content. This data only applies to asset_types text and saved_reply.
 - asset_item_file_url
 
 string — The asset item's file URL. This data only applies when the asset_type is one of these: image, audio, video, or slides.
 - asset_item_language
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset item's language code.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_voice
 
 string — The asset item's text-to-speech voice. It only applies to the audio type. Not every language supports TTS, and each language has a different voice. | asset_item_language | asset_item_voice | |---------------------|------------------------------------------------------------------------------------------------------------------------------------------| | yue-CN | Hiujin | | cmn-CN | Zhiyu | | da-DK | Naja Sofie Mads | | nl-NL | Laura Ruben Lotte | | en-US | Joanna Stephen Kimberly Matthew Danielle Gregory Kevin Salli Kendra Justin Joey Ivy Ruth | | en-GB | Emma Brian Amy Arthur | | en-AU | Olivia Russell Nicole | | en-NZ | Aria | | fr-FR | Celine Lea Remi Mathieu | | fr-CA | Gabrielle Liam Chantal | | de-DE | Daniel Vicki Marlene Hans | | it-IT | Adriano Bianca Giorgio Carla | | ja-JP | Takumi Kazuha Tomoko Mizuki | | ko-KR | Seoyeon | | pl-PL | Ola Maja Jan Jacek Ewa | | pt-PT | Ines Cristiano | | pt-BR | Camila Thiago Vitoria Ricardo | | ro-RO | Carmen | | ru-RU | Maxim Tatyana | | es-US | Lupe Pedro Penelope Miguel | | es-MX | Mia Andres | | es-ES | Lucia Sergio Enrique Conchita | | sv-SE | Elin Astrid | | tr-TR | Filiz Burcu |
 - is_default
 
 boolean — Whether this item is the asset's default. Each asset can only have one isDefault set to true.
 - asset_name
 
 string — The asset's name.
 - category_id
 
 string — The asset category's ID.
 - restore
 
 boolean — Whether this asset is restored.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": "",
      "updates": {
        "asset_name": "",
        "asset_description": "",
        "asset_item_added": [
          {
            "asset_item_id": "",
            "asset_item_name": "",
            "asset_item_language": "zh-CN",
            "is_default": true,
            "asset_item_file_url": "",
            "asset_item_content": "",
            "asset_item_voice": ""
          }
        ],
        "asset_item_updated": [
          {
            "asset_item_id": "",
            "asset_item_name": "",
            "asset_item_language": "zh-CN",
            "is_default": true,
            "asset_item_file_url": "",
            "asset_item_content": "",
            "asset_item_voice": ""
          }
        ],
        "asset_item_deleted": [
          {
            "asset_item_id": "",
            "asset_item_name": ""
          }
        ],
        "category_id": "",
        "restore": true
      },
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object — Information about the asset.
 - asset_id (required)
 
 string — The asset's ID.
 - date_time_ms (required)
 
 string, format: date-time — The date and time when the asset is updated, to the millisecond.
 - modified_by (required)
 
 string — The ID of the user that last modified this data.
 - updates (required)
 
 object — Information about the updated asset.
 - asset_description
 
 string — The asset's description.
 - asset_item_added
 
 array — A list of the added asset's items. This displays when the asset item is added.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_language (required)
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset item's language code.
 - is_default (required)
 
 boolean — Whether this item is the asset's default. Each asset can only have one isDefault set to true.
 - asset_item_content
 
 string — The asset item's content. This data only applies to asset_types text and saved_reply.
 - asset_item_file_url
 
 string — The asset item's file URL. This data only applies when the asset_type is one of image, audio, video, or slides.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_voice
 
 string — The asset item's text-to-speech voice. It only applies to the audio type. Not every language supports TTS, and each language has a different voice. | asset_item_language | asset_item_voice | |---------------------|------------------------------------------------------------------------------------------------------------------------------------------| | yue-CN | Hiujin | | cmn-CN | Zhiyu | | da-DK | Naja Sofie Mads | | nl-NL | Laura Ruben Lotte | | en-US | Joanna Stephen Kimberly Matthew Danielle Gregory Kevin Salli Kendra Justin Joey Ivy Ruth | | en-GB | Emma Brian Amy Arthur | | en-AU | Olivia Russell Nicole | | en-NZ | Aria | | fr-FR | Celine Lea Remi Mathieu | | fr-CA | Gabrielle Liam Chantal | | de-DE | Daniel Vicki Marlene Hans | | it-IT | Adriano Bianca Giorgio Carla | | ja-JP | Takumi Kazuha Tomoko Mizuki | | ko-KR | Seoyeon | | pl-PL | Ola Maja Jan Jacek Ewa | | pt-PT | Ines Cristiano | | pt-BR | Camila Thiago Vitoria Ricardo | | ro-RO | Carmen | | ru-RU | Maxim Tatyana | | es-US | Lupe Pedro Penelope Miguel | | es-MX | Mia Andres | | es-ES | Lucia Sergio Enrique Conchita | | sv-SE | Elin Astrid | | tr-TR | Filiz Burcu |
 - asset_item_deleted
 
 array — A list of the deleted asset's items. This displays when the asset item is deleted.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_updated
 
 array — A list of the updated asset's items. This displays when the asset item is updated.
 
 Items:
 - asset_item_id (required)
 
 string — The asset item's ID.
 - asset_item_content
 
 string — The asset item's content. This data only applies to asset_types text and saved_reply.
 - asset_item_file_url
 
 string — The asset item's file URL. This data only applies when the asset_type is one of these: image, audio, video, or slides.
 - asset_item_language
 
 string, possible values: "zh-CN", "zh-TW", "yue-CN", "cmn-CN", "da-DK", "nl-NL", "en-AU", "en-NZ", "en-GB", "en-US", "fr-CA", "fr-FR", "de-DE", "it-IT", "ja-JP", "ko-KR", "pl-PL", "pt-BR", "pt-PT", "ro-RO", "ru-RU", "es-ES", "es-MX", "es-US", "sv-SE", "tr-TR" — The asset item's language code.
 - asset_item_name
 
 string — The asset item's name.
 - asset_item_voice
 
 string — The asset item's text-to-speech voice. It only applies to the audio type. Not every language supports TTS, and each language has a different voice. | asset_item_language | asset_item_voice | |---------------------|------------------------------------------------------------------------------------------------------------------------------------------| | yue-CN | Hiujin | | cmn-CN | Zhiyu | | da-DK | Naja Sofie Mads | | nl-NL | Laura Ruben Lotte | | en-US | Joanna Stephen Kimberly Matthew Danielle Gregory Kevin Salli Kendra Justin Joey Ivy Ruth | | en-GB | Emma Brian Amy Arthur | | en-AU | Olivia Russell Nicole | | en-NZ | Aria | | fr-FR | Celine Lea Remi Mathieu | | fr-CA | Gabrielle Liam Chantal | | de-DE | Daniel Vicki Marlene Hans | | it-IT | Adriano Bianca Giorgio Carla | | ja-JP | Takumi Kazuha Tomoko Mizuki | | ko-KR | Seoyeon | | pl-PL | Ola Maja Jan Jacek Ewa | | pt-PT | Ines Cristiano | | pt-BR | Camila Thiago Vitoria Ricardo | | ro-RO | Carmen | | ru-RU | Maxim Tatyana | | es-US | Lupe Pedro Penelope Miguel | | es-MX | Mia Andres | | es-ES | Lucia Sergio Enrique Conchita | | sv-SE | Elin Astrid | | tr-TR | Filiz Burcu |
 - is_default
 
 boolean — Whether this item is the asset's default. Each asset can only have one isDefault set to true.
 - asset_name
 
 string — The asset's name.
 - category_id
 
 string — The asset category's ID.
 - restore
 
 boolean — Whether this asset is restored.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": "",
      "updates": {
        "asset_name": "",
        "asset_description": "",
        "asset_item_added": [
          {
            "asset_item_id": "",
            "asset_item_name": "",
            "asset_item_language": "zh-CN",
            "is_default": true,
            "asset_item_file_url": "",
            "asset_item_content": "",
            "asset_item_voice": ""
          }
        ],
        "asset_item_updated": [
          {
            "asset_item_id": "",
            "asset_item_name": "",
            "asset_item_language": "zh-CN",
            "is_default": true,
            "asset_item_file_url": "",
            "asset_item_content": "",
            "asset_item_voice": ""
          }
        ],
        "asset_item_deleted": [
          {
            "asset_item_id": "",
            "asset_item_name": ""
          }
        ],
        "category_id": "",
        "restore": true
      },
      "modified_by": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_user_sent_message

Method: POST
Path: contact_center.engagement_user_sent_message
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-sent message in the engagement.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - message_text (required)
    
    string — The message's content.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_chat - Only applies to the messaging channel. * web_chat - Only applies to the messaging channel. * sms - Only applies to the messaging channel. * facebook_messenger - Only applies to the messaging channel. * whatsapp - Only applies to the messaging channel.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "in_app_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "message_text": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-sent message in the engagement.
  - channel (required)
    
    string, possible values: "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - message_text (required)
    
    string — The message's content.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_chat - Only applies to the messaging channel. * web_chat - Only applies to the messaging channel. * sms - Only applies to the messaging channel. * facebook_messenger - Only applies to the messaging channel. * whatsapp - Only applies to the messaging channel.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "messaging",
      "channel_source": "in_app_chat",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "message_text": ""
    }
  }
}

POST contact_center.task_exited_queue

Method: POST
Path: contact_center.task_exited_queue
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the task that exited the queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The task exited queue time, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - task_id (required)
    
    string — The task's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to the video channel. * kiosk_video - Only applies to the video channel. * web_video - Only applies to the video channel. * web_chat - Only applies to the messaging channel. * in_app_chat - Only applies to the messaging channel. * sms - Only applies to the messaging channel. * facebook_messenger - Only applies to the messaging channel. * whatsapp - Only applies to the messaging channel.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "in_app_chat"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — The distribution duration, to the second.
  - distribution_type
    
    integer — Use this option to distribute incoming engagements.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - chat, SMS
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - short_abandon_enable
    
    boolean — Whether to enable the **Short Abandon** setting.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - video
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "task_id": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "engagement_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the task that exited the queue.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The task exited queue time, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - task_id (required)
    
    string — The task's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to the video channel. * kiosk_video - Only applies to the video channel. * web_video - Only applies to the video channel. * web_chat - Only applies to the messaging channel. * in_app_chat - Only applies to the messaging channel. * sms - Only applies to the messaging channel. * facebook_messenger - Only applies to the messaging channel. * whatsapp - Only applies to the messaging channel.
  - channel_types
    
    array — The task queue's channel types.
    
    Items:
    
    string, possible values: "voice", "chat", "sms", "video", "in_app_chat"
  - connecting_media_id
    
    string — Notify duration for each queue user, to the second.
  - connecting_media_name
    
    string — File name of the media in use while consumers are being connected. Channel type - voice
  - disposition_sets_count
    
    integer — The count of disposition sets.
  - dispositions_count
    
    integer — The count of dispositions.
  - distribution_duration_in_seconds
    
    integer — The distribution duration, to the second.
  - distribution_type
    
    integer — Use this option to distribute incoming engagements.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow name.
  - holding_media_id
    
    string — Media ID to use while users are on hold. Channel type - voice
  - holding_media_name
    
    string — File name of the media to use while users are on hold. Channel type - voice
  - max_engagement_in_queue
    
    integer — The task queue's maximum engagement in queue. Value must be between 1 and 3000.
  - max_wait_time
    
    integer — Maximum wait time, to the second.
  - message_accept
    
    string, possible values: "manual", "auto" — Option to accept a message manually or automatically. Channel type - chat, SMS
  - queue_description
    
    string — The task queue's description.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - short_abandon_enable
    
    boolean — Whether to enable the **Short Abandon** setting.
  - short_abandon_threshold
    
    integer — The task queue's short abandon threshold, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transferring_media_id
    
    string — Media ID to use while users are being transferred. Channel type - voice
  - transferring_media_name
    
    string — File name of the media to use while users are being transferred. Channel type - voice
  - waiting_room_id
    
    string — ID of the waiting room for users. Channel type - video
  - waiting_room_name
    
    string — Name of the user's waiting room. Channel type - video
  - wrap_up_time
    
    integer — The task queue's wrap up time, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "flow_id": "",
      "flow_name": "",
      "task_id": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "queue_description": "",
      "dispositions_count": 1,
      "disposition_sets_count": 1,
      "max_wait_time": 1,
      "wrap_up_time": 1,
      "max_engagement_in_queue": 1,
      "short_abandon_enable": true,
      "short_abandon_threshold": 1,
      "distribution_type": 1,
      "distribution_duration_in_seconds": 1,
      "connecting_media_id": "",
      "connecting_media_name": "",
      "transferring_media_id": "",
      "transferring_media_name": "",
      "holding_media_id": "",
      "holding_media_name": "",
      "waiting_room_name": "",
      "waiting_room_id": "",
      "message_accept": "manual",
      "engagement_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.call_control_unhold_call_executed

Method: POST
Path: contact_center.call_control_unhold_call_executed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control unhold call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a held call was resumed by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": "2025-12-30T06:36:27Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the executed call control unhold call.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when a held call was resumed by using the **Command Control of user** API, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - request_id (required)
    
    string — The app request ID.
  - user_id (required)
    
    string — The user's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "request_id": "xqJE_cgERLyAJHYYL5LLeg",
      "engagement_id": "u154t5-ASlK83fZb1YWqgw",
      "user_id": "user_123456789",
      "date_time_ms": "2025-12-30T06:36:27Z"
    }
  }
}

POST contact_center.user_skills_unassigned

Method: POST
Path: contact_center.user_skills_unassigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the skills unassigned from the user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the skills were unassigned from the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - skills (required)
    
    array — The skills unassigned from the user.
    
    Items:
    - skill_id (required)
      
      string — The skill's ID.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "skills": [
        {
          "skill_id": "s0pP7Z_AcR_6xUiAS2SLE1g"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the skills unassigned from the user.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the skills were unassigned from the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - skills (required)
    
    array — The skills unassigned from the user.
    
    Items:
    - skill_id (required)
      
      string — The skill's ID.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "skills": [
        {
          "skill_id": "s0pP7Z_AcR_6xUiAS2SLE1g"
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_reservation_rejected

Method: POST
Path: contact_center.task_reservation_rejected
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the rejected task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video — Only applies to video channel. * web_chat — Only applies to messaging channel. * in_app_chat — Only applies to messaging channel. * sms — Only applies to messaging channel. * facebook_messenger — Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the rejected task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video — Only applies to video channel. * web_chat — Only applies to messaging channel. * in_app_chat — Only applies to messaging channel. * sms — Only applies to messaging channel. * facebook_messenger — Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

POST contact_center.inbox_message_received

Method: POST
Path: contact_center.inbox_message_received
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the received inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was received, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the received inbox message.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the message was received, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - inbox_id (required)
    
    string — The inbox's ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The message's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_transfer_canceled

Method: POST
Path: contact_center.engagement_transfer_canceled
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is canceled, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is canceled, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent", "flow", "did" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_flow_id
    
    string — The transfer's flow ID. This displays when the transfer_level is flow.
  - transfer_to_flow_name
    
    string — The transfer's flow name. This displays when the transfer_level is flow.
  - transfer_to_number
    
    string — The transfer's phone number. This displays when the transfer_level is did.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "transfer_to_flow_id": "",
      "transfer_to_flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the canceled engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is canceled, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is canceled, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent", "flow", "did" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_flow_id
    
    string — The transfer's flow ID. This displays when the transfer_level is flow.
  - transfer_to_flow_name
    
    string — The transfer's flow name. This displays when the transfer_level is flow.
  - transfer_to_number
    
    string — The transfer's phone number. This displays when the transfer_level is did.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "transfer_to_flow_id": "",
      "transfer_to_flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.recording_permanently_deleted

Method: POST
Path: contact_center.recording_permanently_deleted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's permanently deleted recording.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the recording was permanently deleted, to the millisecond.
  - recording_id (required)
    
    string — The recording's unique ID.
  - date_time
    
    string, format: date-time — The date and time when the recording was permanently deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement's permanently deleted recording.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the recording was permanently deleted, to the millisecond.
  - recording_id (required)
    
    string — The recording's unique ID.
  - date_time
    
    string, format: date-time — The date and time when the recording was permanently deleted, to the second.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "recording_id": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.queue_operating_hours_updated

Method: POST
Path: contact_center.queue_operating_hours_updated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the queue operating hours.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the operating hours are updated, to the millisecond.
  - updates (required)
    
    object — Information about the updated queue operating hours.
    - account_default_business_hour
      
      boolean — Whether this is the account's default business hours.
    - account_default_closure_set
      
      boolean — Whether this is the account's default closure set.
    - business_hour_id
      
      string — The business hour's ID.
    - business_hour_name
      
      string — The business hour's name.
    - closure_set_id
      
      string — The closure set's ID.
    - closure_set_name
      
      string — The closure set's name.
  - date_time
    
    string, format: date-time — The date and time when the operating hours are updated, to the second.
  - queue_id
    
    string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "updates": {
        "business_hour_id": "",
        "business_hour_name": "",
        "account_default_business_hour": true,
        "closure_set_id": "",
        "closure_set_name": "",
        "account_default_closure_set": true
      }
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the queue operating hours.
  - cc_queue_id (required)
    
    string — The Contact Center queue's ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the operating hours are updated, to the millisecond.
  - updates (required)
    
    object — Information about the updated queue operating hours.
    - account_default_business_hour
      
      boolean — Whether this is the account's default business hours.
    - account_default_closure_set
      
      boolean — Whether this is the account's default closure set.
    - business_hour_id
      
      string — The business hour's ID.
    - business_hour_name
      
      string — The business hour's name.
    - closure_set_id
      
      string — The closure set's ID.
    - closure_set_name
      
      string — The closure set's name.
  - date_time
    
    string, format: date-time — The date and time when the operating hours are updated, to the second.
  - queue_id
    
    string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "updates": {
        "business_hour_id": "",
        "business_hour_name": "",
        "account_default_business_hour": true,
        "closure_set_id": "",
        "closure_set_name": "",
        "account_default_closure_set": true
      }
    }
  }
}

POST contact_center.engagement_transfer_initiated

Method: POST
Path: contact_center.engagement_transfer_initiated
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the initiated engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is initiated, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is initiated, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement's queue's ID.
  - queue_name
    
    string — The engagement's queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent", "flow", "inbox", "did" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center queue's ID.
  - transfer_to_flow_id
    
    string — The transfer's flow ID. This displays when the transfer_level is flow.
  - transfer_to_flow_name
    
    string — The transfer's flow name. This displays when the transfer_level is flow.
  - transfer_to_inbox_id
    
    string — The transfer's inbox ID. This displays when the transfer_level is inbox.
  - transfer_to_inbox_name
    
    string — The transfer's inbox name. This displays when the transfer_level is inbox.
  - transfer_to_number
    
    string — The transfer's phone number. This displays when the transfer_level is did.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "transfer_to_flow_id": "",
      "transfer_to_flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_inbox_id": "",
      "transfer_to_inbox_name": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the initiated engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is initiated, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is initiated, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement's queue's ID.
  - queue_name
    
    string — The engagement's queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent", "flow", "inbox", "did" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center queue's ID.
  - transfer_to_flow_id
    
    string — The transfer's flow ID. This displays when the transfer_level is flow.
  - transfer_to_flow_name
    
    string — The transfer's flow name. This displays when the transfer_level is flow.
  - transfer_to_inbox_id
    
    string — The transfer's inbox ID. This displays when the transfer_level is inbox.
  - transfer_to_inbox_name
    
    string — The transfer's inbox name. This displays when the transfer_level is inbox.
  - transfer_to_number
    
    string — The transfer's phone number. This displays when the transfer_level is did.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "transfer_to_flow_id": "",
      "transfer_to_flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_inbox_id": "",
      "transfer_to_inbox_name": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_takeover_started

Method: POST
Path: contact_center.engagement_takeover_started
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the started engagement takeover.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The monitor initiation time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - takeover_user_display_name (required)
    
    string — The takeover user's display name.
  - takeover_user_id (required)
    
    string — The takeover user's ID.
  - user_display_name (required)
    
    string — The assigned user's display name.
  - user_id (required)
    
    string — The assigned user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - contact_center_number
    
    string — The user's contact center phone number.
  - date_time
    
    string, format: date-time — The monitor initiation time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "takeover_user_id": "",
      "takeover_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the started engagement takeover.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The monitor initiation time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - takeover_user_display_name (required)
    
    string — The takeover user's display name.
  - takeover_user_id (required)
    
    string — The takeover user's ID.
  - user_display_name (required)
    
    string — The assigned user's display name.
  - user_id (required)
    
    string — The assigned user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - contact_center_number
    
    string — The user's contact center phone number.
  - date_time
    
    string, format: date-time — The monitor initiation time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "takeover_user_id": "",
      "takeover_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_conference_participant_left

Method: POST
Path: contact_center.engagement_conference_participant_left
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the participant leaving the engagement conference.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number, only applies to phone number participant.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant left the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - leaving_participant (required)
    
    object — The participant who left the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "leaving_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the participant leaving the engagement conference.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - conference_id (required)
    
    string — The conference's ID.
  - conference_participants (required)
    
    array — The participants currently in the engagement conference.
    
    Items:
    - participant_display_name
      
      string — The participant's display name.
    - participant_phone_number
      
      string — The participant's phone number, only applies to phone number participant.
    - participant_role
      
      string, possible values: "customer", "host", "invitee" — The participant's role.
    - participant_user_id
      
      string — The participant's user ID.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the participant left the engagement conference, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - flow_id (required)
    
    string — The flow ID.
  - flow_number (required)
    
    string — The flow's phone number.
  - leaving_participant (required)
    
    object — The participant who left the engagement conference.
    - participant_phone_number
      
      string — The participant's phone number.
    - participant_queue_id
      
      string — The queue ID from which the participant was invited to the conference.
    - participant_user_id
      
      string — The participant's user ID.
  - division_id
    
    string — The division's ID.
  - division_name
    
    string — The division's name.
  - flow_name
    
    string — The flow name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": "",
      "conference_id": "",
      "conference_participants": [
        {
          "participant_user_id": "",
          "participant_display_name": "",
          "participant_role": "customer",
          "participant_phone_number": ""
        }
      ],
      "leaving_participant": {
        "participant_user_id": "",
        "participant_queue_id": "",
        "participant_phone_number": ""
      },
      "additionalProperty": "anything"
    },
    "additionalProperty": "anything"
  },
  "additionalProperty": "anything"
}

POST contact_center.voicemail_transcript_completed

Method: POST
Path: contact_center.voicemail_transcript_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed voicemail transcript.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement ended, to the millisecond.
  - engagement_id (required)
    
    string — The engagement ID.
  - inbox_id (required)
    
    string — The inbox's unique ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The voicemail's unique ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement ended, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - message_duration
    
    integer — The inbox message's duration, to the second.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - status
    
    string, possible values: "normal", "deleted" — The inbox message soft delete flag.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transcript_url
    
    string — The URL to the voicemail transcript.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "message_id": "",
      "inbox_id": "",
      "inbox_name": "",
      "engagement_id": "",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transcript_url": "",
      "message_duration": 1,
      "consumer_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "status": "normal"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed voicemail transcript.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement ended, to the millisecond.
  - engagement_id (required)
    
    string — The engagement ID.
  - inbox_id (required)
    
    string — The inbox's unique ID.
  - inbox_name (required)
    
    string — The inbox's name.
  - message_id (required)
    
    string — The voicemail's unique ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the engagement ended, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - message_duration
    
    integer — The inbox message's duration, to the second.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - status
    
    string, possible values: "normal", "deleted" — The inbox message soft delete flag.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transcript_url
    
    string — The URL to the voicemail transcript.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "message_id": "",
      "inbox_id": "",
      "inbox_name": "",
      "engagement_id": "",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transcript_url": "",
      "message_duration": 1,
      "consumer_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "status": "normal"
    }
  }
}

POST contact_center.task_reservation_accepted

Method: POST
Path: contact_center.task_reservation_accepted
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the accepted task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the accepted task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

POST contact_center.engagement_email_transcript_completed

Method: POST
Path: contact_center.engagement_email_transcript_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object
 - channel (required)
 
 string, possible values: "email" — The task's channel. * email
 - channel_source (required)
 
 string, possible values: "email_address" — The channel's source. * email_address - Only applies to email channel.
 - engagement_direction (required)
 
 string, possible values: "inbound", "outbound" — The engagement's direction.
 - engagement_id (required)
 
 string — The engagement's ID.
 - date_time_ms
 
 string, format: date-time — The date and time when the email transcript was completed, to the millisecond.
 - flow_id
 
 string — The engagement's flow ID where the engagement ended.
 - flow_name
 
 string — The engagement's flow name where the engagement ended.
 - transcript_url
 
 string — The URL to download the recording transcript file. If a user has authorized and installed your OAuth app containing contact center recording scopes, use the user's [OAuth access token](/docs/integrations/oauth/) to download the file, and set the access_token as a Bearer token in the Authorization header. curl -H 'Authorization: Bearer <ACCESS_TOKEN>' https://{{base-domain}}/rec/archive/download/xyz

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "u1ASlK83fZb54t5-1YWqgw",
      "engagement_direction": "inbound",
      "channel": "email",
      "channel_source": "email_address",
      "flow_id": "ZWWC0A840C726C2CE3ACF01041CB8CFD8B9",
      "flow_name": "Email Flow",
      "transcript_url": "https://api.zoom.us/v2/contact_center/email/messages?engagement_id=u1ASlK83fZb54t5-1YWqgw&direction=forward&page_size=30",
      "date_time_ms": "2023-05-15T09:27:15.987Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
 
 string — The account ID.
- object (required)
 
 object
 - channel (required)
 
 string, possible values: "email" — The task's channel. * email
 - channel_source (required)
 
 string, possible values: "email_address" — The channel's source. * email_address - Only applies to email channel.
 - engagement_direction (required)
 
 string, possible values: "inbound", "outbound" — The engagement's direction.
 - engagement_id (required)
 
 string — The engagement's ID.
 - date_time_ms
 
 string, format: date-time — The date and time when the email transcript was completed, to the millisecond.
 - flow_id
 
 string — The engagement's flow ID where the engagement ended.
 - flow_name
 
 string — The engagement's flow name where the engagement ended.
 - transcript_url
 
 string — The URL to download the recording transcript file. If a user has authorized and installed your OAuth app containing contact center recording scopes, use the user's [OAuth access token](/docs/integrations/oauth/) to download the file, and set the access_token as a Bearer token in the Authorization header. curl -H 'Authorization: Bearer <ACCESS_TOKEN>' https://{{base-domain}}/rec/archive/download/xyz

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "u1ASlK83fZb54t5-1YWqgw",
      "engagement_direction": "inbound",
      "channel": "email",
      "channel_source": "email_address",
      "flow_id": "ZWWC0A840C726C2CE3ACF01041CB8CFD8B9",
      "flow_name": "Email Flow",
      "transcript_url": "https://api.zoom.us/v2/contact_center/email/messages?engagement_id=u1ASlK83fZb54t5-1YWqgw&direction=forward&page_size=30",
      "date_time_ms": "2023-05-15T09:27:15.987Z"
    }
  }
}

POST contact_center.user_phone_numbers_unassigned

Method: POST
Path: contact_center.user_phone_numbers_unassigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user's unassigned phone numbers.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user phone numbers were unassigned from the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - phone_numbers (required)
    
    array — The phone numbers unassigned from the user.
    
    Items:
    - phone_number (required)
      
      string — The phone number, in E164 format.
    - phone_number_id (required)
      
      string — The phone number's ID.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "phone_numbers": [
        {
          "phone_number": "+12093412723",
          "phone_number_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user's unassigned phone numbers.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user phone numbers were unassigned from the user, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - phone_numbers (required)
    
    array — The phone numbers unassigned from the user.
    
    Items:
    - phone_number (required)
      
      string — The phone number, in E164 format.
    - phone_number_id (required)
      
      string — The phone number's ID.
  - role_id (required)
    
    string — The user's role ID.
  - role_name (required)
    
    string — The user's role name.
  - user_email (required)
    
    string, format: email — The user's email address.
  - user_id (required)
    
    string — The user's ID.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "phone_numbers": [
        {
          "phone_number": "+12093412723",
          "phone_number_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.engagement_user_unhold

Method: POST
Path: contact_center.engagement_user_unhold
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user that came off hold in the engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The user's off-hold time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type. * voice
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's off-hold time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user that came off hold in the engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel. * voice * video
  - date_time_ms (required)
    
    string, format: date-time — The user's off-hold time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type. * voice
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's off-hold time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.user_logout

Method: POST
Path: contact_center.user_logout
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user logout.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user logged out of Contact Center, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user logged out of Contact Center, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user logout.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user logged out of Contact Center, to the millisecond.
  - display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - date_time
    
    string, format: date-time — The date and time when the user logged out of Contact Center, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_email
    
    string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_reservation_completed

Method: POST
Path: contact_center.task_reservation_completed
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the completed task reservation.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's channel type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * web_chat - Only applies to messaging channel. * in_app_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

POST contact_center.queue_scheduled_callback_created

Method: POST
Path: contact_center.queue_scheduled_callback_created
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created scheduled callback.
  - attendees (required)
    
    array — A list of the scheduled callback attendees
    
    Items:
    - attendee_id (required)
      
      string — The attendee's ID.
    - email (required)
      
      string, format: email — The attendee's email address.
    - first_name (required)
      
      string — The attendee's first name.
    - last_name (required)
      
      string — The attendee's last name.
    - phone_number (required)
      
      string — The attendee's phone number, in E.164 format.
  - cc_queue_id (required)
    
    string — The queue's ID.
  - queue_channel (required)
    
    string, possible values: "voice", "video" — The queue's channel.
  - queue_name (required)
    
    string — The queue's name.
  - start_time (required)
    
    string, format: date-time — The booking slot's start time.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "start_time": "",
      "cc_queue_id": "",
      "queue_name": "",
      "queue_channel": "voice",
      "attendees": [
        {
          "attendee_id": "",
          "first_name": "",
          "last_name": "",
          "email": "",
          "phone_number": ""
        }
      ]
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the created scheduled callback.
  - attendees (required)
    
    array — A list of the scheduled callback attendees
    
    Items:
    - attendee_id (required)
      
      string — The attendee's ID.
    - email (required)
      
      string, format: email — The attendee's email address.
    - first_name (required)
      
      string — The attendee's first name.
    - last_name (required)
      
      string — The attendee's last name.
    - phone_number (required)
      
      string — The attendee's phone number, in E.164 format.
  - cc_queue_id (required)
    
    string — The queue's ID.
  - queue_channel (required)
    
    string, possible values: "voice", "video" — The queue's channel.
  - queue_name (required)
    
    string — The queue's name.
  - start_time (required)
    
    string, format: date-time — The booking slot's start time.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "start_time": "",
      "cc_queue_id": "",
      "queue_name": "",
      "queue_channel": "voice",
      "attendees": [
        {
          "attendee_id": "",
          "first_name": "",
          "last_name": "",
          "email": "",
          "phone_number": ""
        }
      ]
    }
  }
}

POST contact_center.engagement_survey_status

Method: POST
Path: contact_center.engagement_survey_status
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement survey.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement survey's status is triggered, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - survey_id (required)
    
    string — The survey's ID.
  - survey_status (required)
    
    string, possible values: "sent", "question_submitted", "completed", "cancelled" — The engagement survey's status. * sent * question_submitted * completed * cancelled
  - survey_trigger_from (required)
    
    string, possible values: "queue", "flow" — The triggered survey's source. * queue * flow
  - user_id (required)
    
    string — The last agent's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_email
    
    string — The consumer's email.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - survey_question_id
    
    string — The survey question's ID. Only has a value if the survey status is question_submitted and channel is voice.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The last agent's display name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "survey_status": "sent",
      "survey_id": "",
      "survey_question_id": "",
      "survey_trigger_from": "queue",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "consumer_email": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the engagement survey.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel. * voice * video * messaging
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the engagement survey's status is triggered, to the millisecond.
  - engagement_id (required)
    
    string — The engagement's ID.
  - survey_id (required)
    
    string — The survey's ID.
  - survey_status (required)
    
    string, possible values: "sent", "question_submitted", "completed", "cancelled" — The engagement survey's status. * sent * question_submitted * completed * cancelled
  - survey_trigger_from (required)
    
    string, possible values: "queue", "flow" — The triggered survey's source. * queue * flow
  - user_id (required)
    
    string — The last agent's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel. * in_app_chat - Only applies to messaging channel. * web_chat - Only applies to messaging channel. * sms - Only applies to messaging channel. * facebook_messenger - Only applies to messaging channel. * whatsapp - Only applies to messaging channel.
  - consumer_display_name
    
    string — The consumer's display name.
  - consumer_email
    
    string — The consumer's email.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_name
    
    string — The engagement queue's name.
  - survey_question_id
    
    string — The survey question's ID. Only has a value if the survey status is question_submitted and channel is voice.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - user_display_name
    
    string — The last agent's display name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "survey_status": "sent",
      "survey_id": "",
      "survey_question_id": "",
      "survey_trigger_from": "queue",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "consumer_email": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

POST contact_center.task_reservation_timeout

Method: POST
Path: contact_center.task_reservation_timeout
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the task reservation's timeout.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video — Only applies to video channel. * kiosk_video — Only applies to video channel. * web_video — Only applies to video channel. * web_chat — Only applies to messaging channel. * in_app_chat — Only applies to messaging channel. * sms — Only applies to messaging channel. * facebook_messenger — Only applies to messaging channel. * whatsapp — Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the task reservation's timeout.
  - assigned_user_id (required)
    
    string — The task's assigned user's ID.
  - channel (required)
    
    string, possible values: "voice", "video", "messaging" — The task's channel.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - task_reservation_id (required)
    
    string — The reservation's ID.
  - auto_assign
    
    boolean — Whether the task gets manually assigned to a target.
  - callee_number
    
    string — The callee's phone number.
  - caller_number
    
    string — The caller's phone number.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The task's channel ID.
  - channel_name
    
    string, possible values: "voice", "sms", "chat", "video", "in_app_chat" — The task's type.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video", "web_chat", "in_app_chat", "sms", "facebook_messenger", "whatsapp" — The channel's source. * in_app_video — Only applies to video channel. * kiosk_video — Only applies to video channel. * web_video — Only applies to video channel. * web_chat — Only applies to messaging channel. * in_app_chat — Only applies to messaging channel. * sms — Only applies to messaging channel. * facebook_messenger — Only applies to messaging channel. * whatsapp — Only applies to messaging channel.
  - created_time
    
    string, format: date-time — The date and time when the task was created, to the second.
  - created_time_ms
    
    string, format: date-time — The date and time when the task was created, to the millisecond.
  - flow_id
    
    string — The task's flow ID.
  - flow_name
    
    string — The flow's name.
  - last_modified_time
    
    string, format: date-time — The date and time when the task was last modified, to the second.
  - last_modified_time_ms
    
    string, format: date-time — The date and time when the task was last modified, to the millisecond.
  - queue_id
    
    string — The task queue's ID.
  - queue_name
    
    string — The task queue's name.
  - request_id
    
    string — The app request ID when the task is created by using [**Command control of a user**](/docs/api/contact-center/#tag/call-control/post/contact_center/users/{userId}/commands).
  - task_timeout
    
    integer — The task queue's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_reservation_id": "",
      "task_id": "",
      "flow_id": "",
      "assigned_user_id": "",
      "flow_name": "",
      "channel": "voice",
      "channel_source": "in_app_video",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

POST contact_center.engagement_user_ended

Method: POST
Path: contact_center.engagement_user_ended
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-ended engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's end time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-ended engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's end time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address book contact display name.
  - consumer_id
    
    string — The consumer's address book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's end time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

POST contact_center.engagement_user_answered

Method: POST
Path: contact_center.engagement_user_answered
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-answered engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's answer time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's answer time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the user-answered engagement.
  - channel (required)
    
    string, possible values: "voice", "video" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The user's answer time, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The engagement's ID.
  - user_display_name (required)
    
    string — The user's display name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_id
    
    string — The engagement's channel ID.
  - channel_source
    
    string, possible values: "in_app_video", "kiosk_video", "web_video" — The channel's source. * in_app_video - Only applies to video channel. * kiosk_video - Only applies to video channel. * web_video - Only applies to video channel.
  - channel_type
    
    string, possible values: "voice" — The task's channel type.
  - consumer_display_name
    
    string — The consumer's address-book contact display name.
  - consumer_id
    
    string — The consumer's address-book contact ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The user's answer time, to the second.
  - flow_id
    
    string — The engagement's flow ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "channel_source": "in_app_video",
      "date_time_ms": "",
      "flow_id": "",
      "flow_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": ""
    }
  }
}

POST contact_center.team_members_assigned

Method: POST
Path: contact_center.team_members_assigned
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the assigned members.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user is assigned to the team.
  - team_id (required)
    
    string — The team's ID.
  - team_role (required)
    
    string, possible values: "supervisor", "agent" — The user's role in the team.
  - user_ids (required)
    
    array — The user's ID list assigned to the team.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "user_ids": "[IGTRVt3gQ2i-WjoUIjeZxw,T_X0vrroQPO4UwXGNeBS8A]",
      "team_role": "supervisor",
      "date_time_ms": "2025-02-16T09:27:15.987Z"
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the assigned members.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the user is assigned to the team.
  - team_id (required)
    
    string — The team's ID.
  - team_role (required)
    
    string, possible values: "supervisor", "agent" — The user's role in the team.
  - user_ids (required)
    
    array — The user's ID list assigned to the team.

Example:

{
  "event": "",
  "event_ts": 1666595018546,
  "payload": {
    "account_id": "D8cJuqWVQ623CI4Q8yQK0Q",
    "object": {
      "team_id": "2mDPBg3vSYC_l6crQgeCkA",
      "user_ids": "[IGTRVt3gQ2i-WjoUIjeZxw,T_X0vrroQPO4UwXGNeBS8A]",
      "team_role": "supervisor",
      "date_time_ms": "2025-02-16T09:27:15.987Z"
    }
  }
}

POST contact_center.engagement_transfer_queued

Method: POST
Path: contact_center.engagement_transfer_queued
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the queued engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is queued, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is queued, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the queued engagement transfer.
  - channel (required)
    
    string, possible values: "voice" — The task's channel.
  - date_time_ms (required)
    
    string, format: date-time — The date and time when the transfer is queued, to the millisecond.
  - engagement_direction (required)
    
    string, possible values: "inbound", "outbound" — The engagement's direction.
  - engagement_id (required)
    
    string — The task queue's engagement ID.
  - task_id (required)
    
    string — The task's ID.
  - transfer_to_task_id (required)
    
    string — The transfer task's ID.
  - user_display_name (required)
    
    string — The user's name.
  - user_id (required)
    
    string — The user's ID.
  - cc_queue_id
    
    string — The Contact Center queue's ID.
  - channel_name
    
    string, possible values: "voice" — The channel type.
  - consumer_display_name
    
    string — The consumer's name.
  - consumer_id
    
    string — The consumer's ID.
  - consumer_number
    
    string — The consumer's phone number.
  - date_time
    
    string, format: date-time — The date and time when the transfer is queued, to the second.
  - flow_id
    
    string — The flow's ID.
  - flow_name
    
    string — The flow's name.
  - flow_number
    
    string — The flow's phone number.
  - queue_id
    
    string — The engagement queue's ID.
  - queue_name
    
    string — The engagement queue's name.
  - task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The task's status.
  - task_timeout
    
    integer — The task's timeout, to the second.
  - teams
    
    array — The user's teams.
    
    Items:
    - team_id
      
      string — The team's ID.
    - team_name
      
      string — The team's name.
  - transfer_level
    
    string, possible values: "queue", "agent" — The transfer level.
  - transfer_to_cc_queue_id
    
    string — The Contact Center transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_id
    
    string — The transfer queue's ID. This displays when the transfer_level is queue.
  - transfer_to_queue_name
    
    string — The transfer queue's name. This displays when the transfer_level is queue.
  - transfer_to_task_status
    
    string, possible values: "pending", "reserved", "assigned", "canceled", "completed", "wrapping" — The transfer task's status.
  - transfer_to_task_timeout
    
    integer — The transfer task's timeout, to the second.
  - transfer_to_user_display_name
    
    string — The transfer user's name. This displays when the transfer_level is agent.
  - transfer_to_user_id
    
    string — The transfer user's ID. This displays when the transfer_level is agent.
  - transfer_type
    
    string, possible values: "warm", "cold" — The transfer type.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "transfer_to_task_id": "",
      "task_status": "pending",
      "transfer_to_task_status": "pending",
      "task_timeout": 1,
      "transfer_to_task_timeout": 1,
      "transfer_level": "queue",
      "transfer_type": "warm",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "cc_queue_id": "",
      "queue_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ],
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

POST contact_center.message_status

Method: POST
Path: contact_center.message_status
Tags: contact_center

Request Body

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the message status.
  - date_time_ms (required)
    
    string, format: date-time — The message status update time, to the millisecond.
  - message_id (required)
    
    string — The unique message identifier returned when the message was sent using the [**Send a Message**](/docs/api/contact-center/messages) API.
  - engagement_id
    
    string — The engagement ID associated with the message.
  - from
    
    string — The sender's identifier. Different channels use platform-specific formats. For number-based channels, such as WhatsApp, the value must be in E.164 format.
  - sms_message
    
    object — The SMS message status details.
    - status (required)
      
      string, possible values: "delivered", "failed" — The SMS message status.
    - reason
      
      string — If the SMS status is failed, provide the failure reason.
  - to
    
    string — The recipient's identifier. Different channels use platform-specific formats. For number-based channels, such as WhatsApp, the value must be in E.164 format.
  - whatsapp_message
    
    object — The WhatsApp message status details.
    - status (required)
      
      string, possible values: "sent", "delivered", "read", "failed" — The WhatsApp message status.
    - error_detail
      
      string — Additional detailed information about the failure when the status is failed.
    - reason
      
      string — A short description of the failure reason when the status is failed.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "message_id": "",
      "from": "",
      "to": "",
      "engagement_id": "",
      "whatsapp_message": {
        "status": "sent",
        "reason": "",
        "error_detail": ""
      },
      "sms_message": {
        "status": "delivered",
        "reason": ""
      },
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200

Content-Type: application/json

event (required)

string — The event's name.
event_ts (required)

integer, format: int64 — The timestamp when the event occurred.
payload (required)

object
- account_id (required)
  
  string — The account ID.
- object (required)
  
  object — Information about the message status.
  - date_time_ms (required)
    
    string, format: date-time — The message status update time, to the millisecond.
  - message_id (required)
    
    string — The unique message identifier returned when the message was sent using the [**Send a Message**](/docs/api/contact-center/messages) API.
  - engagement_id
    
    string — The engagement ID associated with the message.
  - from
    
    string — The sender's identifier. Different channels use platform-specific formats. For number-based channels, such as WhatsApp, the value must be in E.164 format.
  - sms_message
    
    object — The SMS message status details.
    - status (required)
      
      string, possible values: "delivered", "failed" — The SMS message status.
    - reason
      
      string — If the SMS status is failed, provide the failure reason.
  - to
    
    string — The recipient's identifier. Different channels use platform-specific formats. For number-based channels, such as WhatsApp, the value must be in E.164 format.
  - whatsapp_message
    
    object — The WhatsApp message status details.
    - status (required)
      
      string, possible values: "sent", "delivered", "read", "failed" — The WhatsApp message status.
    - error_detail
      
      string — Additional detailed information about the failure when the status is failed.
    - reason
      
      string — A short description of the failure reason when the status is failed.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "message_id": "",
      "from": "",
      "to": "",
      "engagement_id": "",
      "whatsapp_message": {
        "status": "sent",
        "reason": "",
        "error_detail": ""
      },
      "sms_message": {
        "status": "delivered",
        "reason": ""
      },
      "date_time_ms": ""
    }
  }
}