Contact Center Webhooks

OpenAPI Version: 3.1.1
API Version: 1.0.0

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

Servers

URL: https://{your-endpoint-url}

Operations

contact_center.task_created

Method: POST
Path: contact_center.task_created
Tags: Tasks

The Task created event is triggered when a task is created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Task created subscription enabled under the Contact Center event.

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_follow_up_task_updated

Method: POST
Path: contact_center.engagement_follow_up_task_updated
Tags: Follow-up Tasks

The Engagement follow-up task updated event is triggered when a follow-up task is updated in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement follow-up task updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.inbox_message_downloaded

Method: POST
Path: contact_center.inbox_message_downloaded
Tags: Inboxes

The Inbox message downloaded event is triggered when a message is downloaded.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message downloaded subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "download_type": "Recording",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_follow_up_task_created

Method: POST
Path: contact_center.engagement_follow_up_task_created
Tags: Follow-up Tasks

The Engagement follow-up task created event is triggered when a follow-up task is created in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement follow-up task created subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.inbox_message_reopened

Method: POST
Path: contact_center.inbox_message_reopened
Tags: Inboxes

The Inbox message reopened event is triggered when a resolved message is reopened.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message reopened subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.consumer_messaging_opt_out

Method: POST
Path: contact_center.consumer_messaging_opt_out
Tags: Consumer Actions

The Consumer messaging opt out event is triggered when a consumer opts out of receiving messages from a Zoom Contact Center messaging channel.

For SMS, this event is triggered when the consumer sends a STOP keyword or a campaign-configured opt-out keyword in an SMS message.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Consumer messaging opt out subscription enabled under the Contact Center event.

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 opt-out event.
  date_time_ms (required)
  string, format: date-time — The time of the opt-out event, to the millisecond.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  engagement_id
  string — The engagement ID associated with the opt-out.
  sms
  object — The SMS opt-out details.
  campaign_id
  string — The 10DLC campaign ID. Returned only when the campaign is configured to apply opt-in and opt-out preferences to all phone numbers associated with the campaign.
  consumer_number
  string — The consumer's phone number in E.164 format.
  contact_center_number
  string — The Contact Center phone number in E.164 format.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "sms": {
        "consumer_number": "",
        "contact_center_number": "",
        "campaign_id": ""
      },
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.call_control_conference_warm_invite_executed

Method: POST
Path: contact_center.call_control_conference_warm_invite_executed
Tags: Call Control

The Call Control Conference Warm Invite executed event is triggered when starting a conference warm invitation by using Command control of a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Call Control Conference Warm Invite executed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_disposition_set_unassigned

Method: POST
Path: contact_center.queue_disposition_set_unassigned
Tags: Queues

The Queue disposition set unassigned event is triggered when Disposition set is removed from the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Queue disposition set unassigned subscription enabled under the Contact Center event.

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 disposition set(s) unassigned from the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition set(s) were unassigned from.
  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 disposition set(s) were removed from the queue, in milliseconds.
  disposition_sets (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "disposition_sets": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_supervisor_assigned

Method: POST
Path: contact_center.queue_supervisor_assigned
Tags: Queues

The Queue supervisor assigned event is triggered when a supervisor is assigned to the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL
The Queue supervisor assigned subscription enabled under the Contact Center event

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_monitor_started

Method: POST
Path: contact_center.engagement_monitor_started
Tags: Supervisor Actions

The Monitoring started on an engagement event is triggered when the user starts monitoring for an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Monitoring started on an engagement subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_monitor_ended

Method: POST
Path: contact_center.engagement_monitor_ended
Tags: Supervisor Actions

The Monitoring ended on an engagement event is triggered when the user ends monitoring on an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Monitoring ended on an engagement subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_note_added

Method: POST
Path: contact_center.engagement_note_added
Tags: Notes

The Engagement note added event is triggered when a user adds a note to an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement note added subscription enabled under the Contact Center event.

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", "email", "work_item" — The task's channel.
  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", "email", "work_item" — The channel type.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item channel.
  channel_type
  string, possible values: "default", "voice", "sms", "chat", "phone" — The task's channel type.
  consumer_display_name
  string — The consumer's name.
  consumer_email
  string — The consumer's email.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "consumer_email": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.outbound_campaign_dialer_status

Method: POST
Path: contact_center.outbound_campaign_dialer_status
Tags: Campaigns

The Outbound campaign dialer status event is triggered when an outbound campaign dialer is executed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Outbound campaign dialer status subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.call_control_make_call_executed

Method: POST
Path: contact_center.call_control_make_call_executed
Tags: Call Control

The Call control make call executed event is triggered when an engagement is created by using Command control of a User.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Call control make call executed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_opt_out

Method: POST
Path: contact_center.user_opt_out
Tags: Agent Actions

The User opt out event is triggered when a user opts out of a queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User opt out subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.inbox_message_resolved

Method: POST
Path: contact_center.inbox_message_resolved
Tags: Inboxes

The Inbox message resolved event is triggered when an agent or supervisor resolves a voicemail.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message resolved subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_conference_participant_invited

Method: POST
Path: contact_center.engagement_conference_participant_invited
Tags: Conference

The Engagement conference participant invited event is triggered when a participant is invited to an engagement conference.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement conference participant invited subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.task_reservation_canceled

Method: POST
Path: contact_center.task_reservation_canceled
Tags: Task Reservations

The User canceled a task reservation event is triggered when a user cancels a task queue reservation.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The User canceled a task reservation subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": null
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_consumer_sent_file

Method: POST
Path: contact_center.engagement_consumer_sent_file
Tags: Consumer Actions

The Engagement consumer sent file event is triggered when the customer sends files.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement consumer sent file subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "division_id": "",
      "division_name": "",
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_created

Method: POST
Path: contact_center.queue_created
Tags: Queues

The Queue created event is triggered when a task queue is created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Queue created subscription enabled under the Contact Center event.

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", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's 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
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.inbox_message_opened

Method: POST
Path: contact_center.inbox_message_opened
Tags: Inboxes

The Inbox message opened event is triggered when an agent or supervisor plays the voicemail recording or views the transcript.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message opened subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_transcript_completed

Method: POST
Path: contact_center.recording_transcript_completed
Tags: Recordings

The Recording transcript completed event is triggered when an engagement's recording transcript is completed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording transcript completed subscription enabled under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.business_hours_created

Method: POST
Path: contact_center.business_hours_created
Tags: Operating Hours

The Business hours created event is triggered when the business hours are created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Business hours created subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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": ""
              }
            ]
          }
        ]
      },
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_conference_participant_canceled

Method: POST
Path: contact_center.engagement_conference_participant_canceled
Tags: Conference

The Engagement conference participant canceled event is triggered when a participant's conference invitation is canceled.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement conference participant canceled subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.queue_disposition_assigned

Method: POST
Path: contact_center.queue_disposition_assigned
Tags: Queues

The Queue disposition assigned event is triggered when Disposition is assigned to the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Queue disposition assigned subscription enabled under the Contact Center event.

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 disposition(s) assigned to the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition(s) were assigned to.
  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 disposition(s) were assigned to the queue, in milliseconds.
  dispositions (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "dispositions": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_paused

Method: POST
Path: contact_center.recording_paused
Tags: Recordings

The Recording paused event is triggered when an engagement's recording is paused.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording paused subscription enabled under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_supervisor_unassigned

Method: POST
Path: contact_center.queue_supervisor_unassigned
Tags: Queues

The Queue supervisor unassigned event is triggered when a supervisor is removed from the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL
The Queue supervisor unassigned subscription enabled under the Contact Center event

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_updated

Method: POST
Path: contact_center.user_updated
Tags: Users

The User updated event is triggered when a user is updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "teams": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "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 Successfully received the webhook event.

contact_center.engagement_conference_participant_rejected

Method: POST
Path: contact_center.engagement_conference_participant_rejected
Tags: Conference

The Engagement conference participant rejected event is triggered when a participant rejects an invitation to join the engagement conference.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement conference participant rejected subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.engagement_user_muted

Method: POST
Path: contact_center.engagement_user_muted
Tags: Agent Actions

The Engagement user muted event is triggered when a user goes on mute or is muted in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement user muted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_unmuted

Method: POST
Path: contact_center.engagement_user_unmuted
Tags: Agent Actions

The Engagement user unmuted event is triggered when a user comes off of mute in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement user unmuted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_phone_numbers_assigned

Method: POST
Path: contact_center.user_phone_numbers_assigned
Tags: Users

The User phone numbers assigned event is triggered when phone numbers are assigned to a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
A valid Event Notification Endpoint URL.
The User phone numbers assigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_wrap_up_started

Method: POST
Path: contact_center.engagement_wrap_up_started
Tags: Wrap Up

The Engagement wrap up started event is triggered when a wrap up starts for an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification endpoint URL.
The Engagement wrap up started subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — The task's channel type.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item channel.
  consumer_display_name
  string — The consumer's name.
  consumer_email
  string — The consumer's email.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound",
      "division_id": "",
      "division_name": "",
      "consumer_email": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.closure_updated

Method: POST
Path: contact_center.closure_updated
Tags: Operating Hours

The Closure updated event is triggered when the closure is updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Closure updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "closure_set_id": "",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "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 Successfully received the webhook event.

contact_center.engagement_messaging_transcript_completed

Method: POST
Path: contact_center.engagement_messaging_transcript_completed
Tags: Transcriptions

The Messaging transcript completed event is triggered when an engagement messaging transcript is completed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
Enable the Messaging transcript completed subscription under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "transcript_url": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_deleted

Method: POST
Path: contact_center.recording_deleted
Tags: Recordings

The Recording deleted event is triggered when an engagement's recording is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_agent_unassigned

Method: POST
Path: contact_center.queue_agent_unassigned
Tags: Queues

The Queue agent unassigned event is triggered when an agent is removed from the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL
The Queue agent unassigned subscription enabled under the Contact Center event

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_completed

Method: POST
Path: contact_center.engagement_transfer_completed
Tags: Transfer

The Engagement transfer completed event is triggered when an engagement transfer is completed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer completed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "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 Successfully received the webhook event.

contact_center.team_updated

Method: POST
Path: contact_center.team_updated
Tags: Teams

The Team updated event is triggered when a team is updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Team updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_dtmf_sent

Method: POST
Path: contact_center.engagement_user_dtmf_sent
Tags: Agent Actions

The Engagement user DTMF sent event is triggered when a user uses dual tone multi-frequency (DTMF) in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement user DTMF sent subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "",
      "dtmf_input": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_inbound_sla_updated

Method: POST
Path: contact_center.queue_inbound_sla_updated
Tags: Queues

The Queue inbound sla updated event is triggered when the queue's inbound service level is updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Queue inbound sla updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "division_id": "",
      "division_name": "",
      "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 Successfully received the webhook event.

contact_center.engagement_consumer_sent_message

Method: POST
Path: contact_center.engagement_consumer_sent_message
Tags: Consumer Actions

The Engagement consumer sent message event is triggered when a consumer sends a message.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement consumer sent message subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": "",
      "message_text": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_consumer_notified

Method: POST
Path: contact_center.engagement_consumer_notified
Tags: Consumer Actions

The Engagement consumer notified event is triggered when an agent sends an invite link to or calls a consumer in a video or voice engagement, and the consumer has yet to respond.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement consumer notified subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "division_id": "",
      "division_name": "",
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_invite_number": "",
      "consumer_invite_email": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_stopped

Method: POST
Path: contact_center.recording_stopped
Tags: Recordings

The Recording stopped event is triggered when an engagement's recording is stopped.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording stopped subscription enabled under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_deleted

Method: POST
Path: contact_center.user_deleted
Tags: Users

The User deleted event is triggered when a user is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_deleted

Method: POST
Path: contact_center.task_deleted
Tags: Tasks

The Task deleted event is triggered when a task is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Task deleted subscription enabled under the Contact Center event.

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_wrap_up_ended

Method: POST
Path: contact_center.engagement_wrap_up_ended
Tags: Wrap Up

The Engagement wrap up ended event is triggered when a wrap up ends for an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification endpoint URL.
The Engagement wrap up ended subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — The task's channel type.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item channel.
  consumer_display_name
  string — The consumer's name.
  consumer_email
  string — The consumer's email.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound",
      "division_id": "",
      "division_name": "",
      "consumer_email": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_conference_participant_timeout

Method: POST
Path: contact_center.engagement_conference_participant_timeout
Tags: Conference

The Engagement conference participant timeout event is triggered when a participant's conference invitation times out.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement conference participant timeout subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.engagement_user_hold

Method: POST
Path: contact_center.engagement_user_hold
Tags: Agent Actions

The Engagement user hold event is triggered when a user goes on hold in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement user hold subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_rejected

Method: POST
Path: contact_center.engagement_transfer_rejected
Tags: Transfer

The Engagement transfer rejected event is triggered when an engagement transfer is rejected.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer rejected subscription enabled under the Contact Center event.

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_status_changed

Method: POST
Path: contact_center.user_status_changed
Tags: Agent Actions

The User status changed event is triggered when a user status is changed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User status changed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  user_email
  string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": null,
      "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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_updated

Method: POST
Path: contact_center.task_updated
Tags: Tasks

The Task updated event is triggered when a task is updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Task updated subscription enabled under the Contact Center event.

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_resumed

Method: POST
Path: contact_center.recording_resumed
Tags: Recordings

The Recording resumed event is triggered when an engagement's recording is resumed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording resumed subscription enabled under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_disposition_added

Method: POST
Path: contact_center.engagement_disposition_added
Tags: Dispositions

The Engagement disposition added event is triggered when a user completes a disposition for the engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement disposition added subscription enabled under the Contact Center event.

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", "email", "work_item" — The engagement's channel.
  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.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "",
      "consumer_email": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.asset_created

Method: POST
Path: contact_center.asset_created
Tags: Asset Library

The Asset created event is triggered when a new asset is created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Asset created subscription enabled under the Contact Center event.

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)
  object
  asset_language_code (required)
  object
  asset_name (required)
  object
  asset_type (required)
  object
  date_time_ms (required)
  object
  modified_by (required)
  object
  asset_description
  object
  asset_items
  object
  category_id
  object
  category_name
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": null,
      "asset_name": null,
      "asset_description": null,
      "asset_type": null,
      "asset_language_code": null,
      "asset_items": null,
      "category_id": null,
      "category_name": null,
      "modified_by": null,
      "date_time_ms": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.team_members_unassigned

Method: POST
Path: contact_center.team_members_unassigned
Tags: Teams

The Team members unassigned event is triggered when supervisors or agents are unassigned from a team.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Team members unassigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_disposition_set_assigned

Method: POST
Path: contact_center.queue_disposition_set_assigned
Tags: Queues

The Queue disposition set assigned event is triggered when Disposition set is assigned to the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Queue disposition set assigned subscription enabled under the Contact Center event.

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 disposition set(s) assigned to the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition set(s) were assigned to.
  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 disposition set(s) were assigned to the queue, in milliseconds.
  disposition_sets (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "disposition_sets": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.call_control_answer_call_executed

Method: POST
Path: contact_center.call_control_answer_call_executed
Tags: Call Control

The Call control answer call executed event is triggered when a call is answered by using Command control of a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Call control answer call executed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.team_deleted

Method: POST
Path: contact_center.team_deleted
Tags: Teams

The Team deleted event is triggered when a team is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Team deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division'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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-02-19T09:27:15.988Z"
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.call_control_end_call_executed

Method: POST
Path: contact_center.call_control_end_call_executed
Tags: Call Control

The Call control end call executed event is triggered when a call is ended by using Command control of a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Call control end call executed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.cx_engagement_end_data_ready

Method: POST
Path: contact_center.cx_engagement_end_data_ready
Tags: Reports V2 (CX Analytics)

The CX Engagement End Data Ready event is triggered when all post-engagement data is available for the CX report.

For full engagement details, use the corresponding List historical engagement log data API to retrieve the data.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The CX Engagement End Data Ready subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.engagement_upgrade_expired

Method: POST
Path: contact_center.engagement_upgrade_expired
Tags: Upgrade

The Engagement Upgrade Expired event is triggered when a Contact Center voice or messaging engagement being upgraded to video is expired.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
Enable the Engagement Upgrade Expired subscription under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_consumer_ended

Method: POST
Path: contact_center.engagement_consumer_ended
Tags: Consumer Actions

The Engagement consumer ended event is triggered when a consumer ends an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement consumer ended subscription enabled under the Contact Center event.

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", "messaging" — 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_source
  string, possible values: "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — 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.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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",
      "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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_deleted

Method: POST
Path: contact_center.queue_deleted
Tags: Queues

The Queue deleted event is triggered when a task queue is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Queue deleted subscription enabled under the Contact Center event.

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", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's 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
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.business_hours_updated

Method: POST
Path: contact_center.business_hours_updated
Tags: Operating Hours

The Business hours updated event is triggered when the business hours are updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Business hours updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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": ""
                }
              ]
            }
          ]
        }
      },
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.call_control_hold_call_executed

Method: POST
Path: contact_center.call_control_hold_call_executed
Tags: Call Control

The Call control hold call executed event is triggered when an active call is placed on hold by using Command control of a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Call control hold call executed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_agent_assigned

Method: POST
Path: contact_center.queue_agent_assigned
Tags: Queues

The Queue agent assigned event is triggered when an agent is assigned to the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL
The Queue agent assigned subscription enabled under the Contact Center event

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_conference_participant_joined

Method: POST
Path: contact_center.engagement_conference_participant_joined
Tags: Conference

The Engagement conference participant joined event is triggered when the participant joins an engagement conference.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement conference paricipant joined subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.business_hours_deleted

Method: POST
Path: contact_center.business_hours_deleted
Tags: Operating Hours

The Business hours deleted event is triggered when the business hours are deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Business hours deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_completed

Method: POST
Path: contact_center.task_completed
Tags: Tasks

The Task completed event is triggered when a user completes a task.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Task completed subscription enabled under the Contact Center event.

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.inbox_message_deleted

Method: POST
Path: contact_center.inbox_message_deleted
Tags: Inboxes

The Inbox message deleted event is triggered when an agent or supervisor soft deletes or hard deletes a voicemail.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "delete_type": "Soft delete",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_reservation_created

Method: POST
Path: contact_center.task_reservation_created
Tags: Task Reservations

The User created a task reservation event is triggered when a user creates a task queue reservation.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The User created a task reservation subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.sms_status

Method: POST
Path: contact_center.sms_status
Tags: SMS

The SMS status event is triggered when an SMS message is sent by using the Send an SMS. The receipt indicates whether the SMS was actually delivered to the consumer.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The SMS status subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.closure_created

Method: POST
Path: contact_center.closure_created
Tags: Operating Hours

The Closure created event is triggered when the closure is created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Closure created subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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
          ]
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_canceled

Method: POST
Path: contact_center.task_canceled
Tags: Tasks

The Task canceled event is triggered when a user cancels an assigned task.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Task canceled subscription enabled under the Contact Center event.

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.
  cancel_reason
  string, possible values: "abandoned", "missed" — The cancellation reason for an inbound task routed to a queue. This field applies only to the voice channel. `abandoned` indicates that the customer hung up while waiting. `missed` indicates that the queue waiting timed out.
  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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "cancel_reason": "abandoned",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.legacy_engagement_end_data_ready

Method: POST
Path: contact_center.legacy_engagement_end_data_ready
Tags: Engagements

The Legacy Engagement End Data Ready event is triggered when all post-engagement data is available from the Engagement APIs.

For full engagement details, use the corresponding Get an engagement API or the List engagements API to retrieve the data.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Legacy Engagement End Data Ready subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.engagement_upgrade_completed

Method: POST
Path: contact_center.engagement_upgrade_completed
Tags: Upgrade

The Engagement Upgrade Completed event is triggered when a Contact Center voice engagement being upgraded to video is completed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
Enable the Engagement Upgrade Completed subscription under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_started

Method: POST
Path: contact_center.recording_started
Tags: Recordings

The Recording started event is triggered when an engagement's recording is started.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording started subscription enabled under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.consumer_messaging_opt_in

Method: POST
Path: contact_center.consumer_messaging_opt_in
Tags: Consumer Actions

The Consumer messaging opt in event is triggered when a consumer opts in to receiving messages from a Zoom Contact Center messaging channel.

For SMS, this event is triggered when:

The consumer sends a START keyword or a campaign-configured opt-in keyword in an SMS message.
The campaign is configured to automatically opt in consumers when they send an inbound SMS message.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Consumer messaging opt in subscription enabled under the Contact Center event.

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 opt-in event.
  date_time_ms (required)
  string, format: date-time — The time of the opt-in event, to the millisecond.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  engagement_id
  string — The engagement ID associated with the opt-in.
  sms
  object — The SMS opt-in details.
  campaign_id
  string — The 10DLC campaign ID. Returned only when the campaign is configured to apply opt-in and opt-out preferences to all phone numbers associated with the campaign.
  consumer_number
  string — The consumer's phone number in E.164 format.
  contact_center_number
  string — The Contact Center phone number in E.164 format.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "sms": {
        "consumer_number": "",
        "contact_center_number": "",
        "campaign_id": ""
      },
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.closure_deleted

Method: POST
Path: contact_center.closure_deleted
Tags: Operating Hours

The Closure deleted event is triggered when the closure is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Closure deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_login

Method: POST
Path: contact_center.user_login
Tags: Agent Actions

The User login event is triggered when a user logs in to Contact Center.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User login subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object
  user_email
  string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_conference_canceled

Method: POST
Path: contact_center.engagement_conference_canceled
Tags: Conference

The Engagement conference canceled event is triggered when an engagement conference is canceled.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement Conference Canceled subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.user_skills_assigned

Method: POST
Path: contact_center.user_skills_assigned
Tags: Users

The User skills assigned event is triggered when skills are assigned to a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
A valid Event Notification Endpoint URL.
The User skills assigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_sent_file

Method: POST
Path: contact_center.engagement_user_sent_file
Tags: Agent Actions

The Engagement user sent file event is triggered when a user sends files.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement user sent file subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_consumer_answered

Method: POST
Path: contact_center.engagement_consumer_answered
Tags: Consumer Actions

The Engagement consumer answered event is triggered when the consumer answers a voice or video engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement consumer answered subscription enabled under the Contact Center event.

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", "messaging" — 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", "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: "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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_ended

Method: POST
Path: contact_center.engagement_ended
Tags: Engagements

The Engagement ended event is triggered when the engagement is ended.

An engagement is available via the Get Engagement API once is completed processing, not immediately when is has ended. This API may return an empty response while the data is persisting.

You may need to retry this request for up to 1 minute to get engagement details, if querying shortly after an engagement_ended webhook event is received. Consider using a backoff between retries to avoid rate limiting.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement ended subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_opt_in

Method: POST
Path: contact_center.user_opt_in
Tags: Agent Actions

The User opt in event is triggered when a user opts in to a queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User opt in subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_timeout

Method: POST
Path: contact_center.engagement_transfer_timeout
Tags: Transfer

The Engagement transfer timeout event is triggered when an engagement transfer times out.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer timeout subscription enabled under the Contact Center event.

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.recording_completed

Method: POST
Path: contact_center.recording_completed
Tags: Recordings

The Recording completed event is triggered when an engagement's recording is completed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording completed subscription enabled under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_accepted

Method: POST
Path: contact_center.engagement_transfer_accepted
Tags: Transfer

The Engagement transfer accepted event is triggered when an engagement transfer is accepted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer accepted subscription enabled under the Contact Center event.

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.team_moved

Method: POST
Path: contact_center.team_moved
Tags: Teams

The Team moved event is triggered when a team is moved to another parent team.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Team moved subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division'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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-09-15T09:27:15.988Z"
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_created

Method: POST
Path: contact_center.user_created
Tags: Users

The User created event is triggered when a user is created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
A valid Event Notification Endpoint URL.
The User created subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_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 Successfully received the webhook event.

contact_center.inbox_message_assigned

Method: POST
Path: contact_center.inbox_message_assigned
Tags: Inboxes

The Inbox message assigned event is triggered when an agent or supervisor assigns a voicemail to a user, either themself or someone else.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message assigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "previous_user_id": "",
      "previous_user_display_name": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "assign_type": "Manual",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_entered_queue

Method: POST
Path: contact_center.task_entered_queue
Tags: Tasks

The Task entered queue event is triggered when a task enters the task queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL
The Task entered queue subscription enabled under the Contact Center event

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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item channel.
  channel_types
  array — The task queue's channel types.
  Items:
  string, possible values: "voice", "chat", "sms", "video", "in_app_chat", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.asset_deleted

Method: POST
Path: contact_center.asset_deleted
Tags: Asset Library

The Asset deleted event is triggered when the asset is deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Asset deleted subscription enabled under the Contact Center event.

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)
  object
  asset_id (required)
  object
  asset_name (required)
  object
  date_time_ms (required)
  object
  modified_by (required)
  object
  archived_time
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.team_created

Method: POST
Path: contact_center.team_created
Tags: Teams

The Team created event is triggered when a new team is created.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Team created subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division'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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_started

Method: POST
Path: contact_center.engagement_started
Tags: Engagements

The Engagement started event is triggered when the engagement is started.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement started subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "",
      "transfer_from": "zoom_phone",
      "transfer_from_id": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_reserved

Method: POST
Path: contact_center.engagement_transfer_reserved
Tags: Transfer

The Engagement transfer reserved event is triggered when an engagement transfer is reserved.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer reserved subscription enabled under the Contact Center event.

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_upgrade_initiated

Method: POST
Path: contact_center.engagement_upgrade_initiated
Tags: Upgrade

The Engagement Upgrade Initiated event is triggered when a Contact Center voice engagement is upgraded to video.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
Enable the Engagement Upgrade Initiated subscription under the Contact Center event.

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.asset_updated

Method: POST
Path: contact_center.asset_updated
Tags: Asset Library

The Asset updated event is triggered when an asset is updated. This includes any changes to asset items contained within the asset such as adding, updating, and deleting asset items.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Asset updated subscription enabled under the Contact Center event.

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)
  object
  date_time_ms (required)
  object
  modified_by (required)
  object
  updates (required)
  object — Information about the updated asset.
  asset_description
  object
  asset_item_added
  object
  asset_item_deleted
  object
  asset_item_updated
  object
  asset_name
  object
  category_id
  object
  restore
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": null,
      "updates": {
        "asset_name": null,
        "asset_description": null,
        "asset_item_added": null,
        "asset_item_updated": null,
        "asset_item_deleted": null,
        "category_id": null,
        "restore": null
      },
      "modified_by": null,
      "date_time_ms": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_sent_message

Method: POST
Path: contact_center.engagement_user_sent_message
Tags: Agent Actions

The Engagement user sent message event is triggered when a user sends a message.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement user sent message subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  flow_id
  string — The engagement's flow ID.
  flow_name
  string — The flow's name.
  flow_number
  string — The flow's phone number.
  message_style_type
  string, possible values: "text", "html" — The message content format.
  queue_name
  string — The engagement queue's name.
  teams
  object

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": "",
      "division_id": "",
      "division_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "message_text": "",
      "message_style_type": "text"
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_exited_queue

Method: POST
Path: contact_center.task_exited_queue
Tags: Tasks

The Task exited queue event is triggered when a task moves from one task queue to another task queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL
The Task exited queue subscription enabled under the Contact Center event

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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item channel.
  channel_types
  array — The task queue's channel types.
  Items:
  string, possible values: "voice", "chat", "sms", "video", "in_app_chat", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.call_control_unhold_call_executed

Method: POST
Path: contact_center.call_control_unhold_call_executed
Tags: Call Control

The Call control unhold call executed event is triggered when a held call is resumed by using Command control of a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Call control unhold call executed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_skills_unassigned

Method: POST
Path: contact_center.user_skills_unassigned
Tags: Users

The User skills unassigned event is triggered when skills are removed from a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
A valid Event Notification Endpoint URL.
The User skills unassigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_reservation_rejected

Method: POST
Path: contact_center.task_reservation_rejected
Tags: Task Reservations

The User rejected a task reservation event is triggered when a user rejects a task queue reservation.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The User rejected a task reservation subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": null
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_disposition_updated

Method: POST
Path: contact_center.queue_disposition_updated
Tags: Queues

The Queue disposition updated event is triggered when a queue's disposition configuration (default disposition, requirement, or enabled status) is updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Queue disposition updated subscription enabled under the Contact Center event.

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 disposition configuration change.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type this configuration change applies to.
  cc_queue_id (required)
  string — The Contact Center queue's ID.
  date_time_ms (required)
  string, format: date-time — The date and time when a queue's disposition configuration (default disposition, requirement, or enabled status) is updated, in milliseconds.
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.
  updates (required)
  object — The disposition configuration fields that changed in this call. Fields that did not change are omitted.
  default_disposition_id
  string — The new default disposition's ID. Present only if the default disposition changed in this call.
  default_disposition_name
  string — The new default disposition's name. Present only if the default disposition changed in this call.
  disposition_required
  boolean — Whether disposition selection is mandatory (`true`) or optional (`false`) for this queue. Present only if this setting changed in this call.
  enable_disposition
  boolean — Whether the disposition feature is now enabled (`true`) or disabled (`false`). Present only if this setting changed in this call.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "updates": {
        "default_disposition_id": "",
        "default_disposition_name": "",
        "disposition_required": true,
        "enable_disposition": true
      }
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.inbox_message_received

Method: POST
Path: contact_center.inbox_message_received
Tags: Inboxes

The Inbox message received event is triggered when the Contact Center receives a voicemail.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Inbox message received subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": null,
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_canceled

Method: POST
Path: contact_center.engagement_transfer_canceled
Tags: Transfer

The Engagement transfer canceled event is triggered when an engagement transfer is canceled.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer canceled subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "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 Successfully received the webhook event.

contact_center.recording_permanently_deleted

Method: POST
Path: contact_center.recording_permanently_deleted
Tags: Recordings

The Recording permanently deleted event is triggered when an engagement's recording is permanently deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Recording permanently deleted subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_operating_hours_updated

Method: POST
Path: contact_center.queue_operating_hours_updated
Tags: Queues

The Queue operating hours updated event is triggered when the queue operating hours are updated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Queue operating hours updated subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "division_id": "",
      "division_name": "",
      "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 Successfully received the webhook event.

contact_center.engagement_transfer_initiated

Method: POST
Path: contact_center.engagement_transfer_initiated
Tags: Transfer

The Engagement transfer initiated event is triggered when an engagement transfer is initiated.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer initiated subscription enabled under the Contact Center event.

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "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 Successfully received the webhook event.

contact_center.engagement_takeover_started

Method: POST
Path: contact_center.engagement_takeover_started
Tags: Supervisor Actions

The Takeover started on an engagement event is triggered when the user takes over an engagement in the Contact Center.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Takeover started on an engagement subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "takeover_user_id": "",
      "takeover_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_conference_participant_left

Method: POST
Path: contact_center.engagement_conference_participant_left
Tags: Conference

The Engagement conference participant left event is triggered when a participant leaves the conference.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement conference participant left subscription enabled under the Contact Center event.

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 Successfully received the webhook event.

contact_center.voicemail_transcript_completed

Method: POST
Path: contact_center.voicemail_transcript_completed
Tags: Transcriptions

The Voicemail Transcript Completed event is triggered when a voice message transcript has been saved.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Voicemail Transcript Completed subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "teams": null,
      "transcript_url": "",
      "message_duration": 1,
      "consumer_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "status": "normal"
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_reservation_accepted

Method: POST
Path: contact_center.task_reservation_accepted
Tags: Task Reservations

The User accepted a task reservation event is triggered when a user accepts a task queue reservation.

Prerequisites

Event Subscriptions must be enabled for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The User accepted a task reservation subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_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": null
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_email_transcript_completed

Method: POST
Path: contact_center.engagement_email_transcript_completed
Tags: Transcriptions

The Engagement email transcript completed event is triggered when a Contact Center engagement email transcript is completed.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
Enable the Email transcript completed subscription under the Contact Center event.

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 email engagement.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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",
      "division_id": "",
      "division_name": "",
      "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 Successfully received the webhook event.

contact_center.user_phone_numbers_unassigned

Method: POST
Path: contact_center.user_phone_numbers_unassigned
Tags: Users

The User phone numbers unassigned event is triggered when removing phone numbers from a user.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
A valid Event Notification Endpoint URL.
The User phone numbers unassigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": null,
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "division_id": "",
      "division_name": "",
      "phone_numbers": [
        {
          "phone_number": "+12093412723",
          "phone_number_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_unhold

Method: POST
Path: contact_center.engagement_user_unhold
Tags: Agent Actions

The Engagement user unhold event is triggered when a user comes off hold in an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement user unhold subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.user_logout

Method: POST
Path: contact_center.user_logout
Tags: Agent Actions

The User logout event is triggered when a user logs out of Contact Center.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The User logout subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object
  user_email
  string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_video_participant_left

Method: POST
Path: contact_center.engagement_video_participant_left
Tags: Engagements

The Video engagement participant left event is triggered when a video participant leaves the engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Video engagement participant left subscription enabled under the Contact Center event.

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 who left the video engagement.
  channel (required)
  string, possible values: "video" — The engagement's channel.
  channel_source (required)
  string, possible values: "in_app_video", "kiosk_video", "web_video" — The video channel's source.
  date_time_ms (required)
  string, format: date-time — The date and time when the participant left the engagement, to the millisecond.
  engagement_id (required)
  string — The engagement's ID.
  leave_reason (required)
  string, possible values: "left", "transitioned", "removed", "ended_via_api", "network_failure", "system_terminated", "unknown" — The standardized reason why the participant left the engagement. * `left` - The participant left the engagement. * `transitioned` - The participant left because of a routing transition. * `removed` - The participant was removed from the engagement. * `ended_via_api` - The participation ended through an API request. * `network_failure` - The participant left because of a connection failure. * `system_terminated` - The participation was terminated by the system. * `unknown` - The leave reason could not be determined.
  leave_reason_detail (required)
  string, possible values: "end_clicked", "leave_clicked", "manual_leave", "signed_out", "routing_change", "host_removed", "api_request", "connection_lost", "session_ended", "flow_ended", "consumer_left", "customer_cancelled", "timeout", "workflow_completed", "session_cleanup", "page_closed", "engagement_end", "unknown" — Additional details about why the participant left the engagement. * `end_clicked` - The participant selected **End**. * `leave_clicked` - The participant selected **Leave**. * `manual_leave` - The participant manually left the engagement. * `signed_out` - The participant signed out. * `routing_change` - A routing change caused the participant to leave. * `host_removed` - The host removed the participant. * `api_request` - An API request ended the participation. * `connection_lost` - The participant's connection was lost. * `session_ended` - The video session ended. * `flow_ended` - The flow ended. * `consumer_left` - The consumer left the engagement. * `customer_cancelled` - The customer cancelled the engagement. * `timeout` - A timeout ended the participation. * `workflow_completed` - The workflow completed. * `session_cleanup` - Session cleanup removed the participant. * `page_closed` - The consumer closed or refreshed the page. * `engagement_end` - The engagement ended without a more specific reason. * `unknown` - The detailed leave reason could not be determined.
  participant_id (required)
  string — The participant's internal identifier.
  participant_type (required)
  string, possible values: "agent", "supervisor", "consumer", "unknown" — The participant's role in the engagement. * `agent` - The participant is an agent. * `supervisor` - The participant is a supervisor. * `consumer` - The participant is a consumer. * `unknown` - The participant type could not be determined.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  participant_name
  string — The participant's display name.
  teams
  array — The teams associated with the agent or supervisor.
  Items:
  team_id (required)
  string — The team's ID.
  team_name (required)
  string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "channel": "video",
      "channel_source": "web_video",
      "participant_id": "",
      "participant_name": "",
      "participant_type": "agent",
      "leave_reason": "left",
      "leave_reason_detail": "end_clicked",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_reservation_completed

Method: POST
Path: contact_center.task_reservation_completed
Tags: Task Reservations

The User completed a task reservation event is triggered when a user completes a task queue reservation.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The User completed a task reservation subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "teams": null,
      "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 Successfully received the webhook event.

contact_center.queue_scheduled_callback_created

Method: POST
Path: contact_center.queue_scheduled_callback_created
Tags: Queues

The Queue Scheduled Callback Created is triggered when a scheduled callback is booked.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Queue Scheduled Callback Created subscription enabled under the Contact Center event.

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)
  object
  cc_queue_id (required)
  object
  queue_channel (required)
  object
  queue_name (required)
  object
  start_time (required)
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "start_time": null,
      "cc_queue_id": null,
      "queue_name": null,
      "queue_channel": null,
      "attendees": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_survey_status

Method: POST
Path: contact_center.engagement_survey_status
Tags: Survey

The Engagement survey status event is triggered when an engagement's survey is sent, question_submitted, completed, or cancelled.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement survey status subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.task_reservation_timeout

Method: POST
Path: contact_center.task_reservation_timeout
Tags: Task Reservations

The Task reservation timed out event is triggered when a task queue reservation times out. When a task queue reservation times out, it is not deleted.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Task reservation timed out subscription enabled under the Contact Center event.

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "teams": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.queue_disposition_unassigned

Method: POST
Path: contact_center.queue_disposition_unassigned
Tags: Queues

The Queue disposition unassigned event is triggered when Disposition is removed from the queue.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Queue disposition unassigned subscription enabled under the Contact Center event.

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 disposition(s) unassigned from the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition(s) were unassigned from.
  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 disposition(s) were removed from the queue, in milliseconds.
  dispositions (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "dispositions": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_ended

Method: POST
Path: contact_center.engagement_user_ended
Tags: Agent Actions

The Engagement user ended event is triggered when a user ends an engagement.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:
- A valid Event Notification Endpoint URL.
- The Engagement user ended subscription enabled under the Contact Center event.

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", "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.
  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", "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: "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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_user_answered

Method: POST
Path: contact_center.engagement_user_answered
Tags: Agent Actions

The Engagement user answered event is triggered when a user answers a voice or video engagement.

For video engagements, this event is triggered when

A user answers an inbound engagement.
A user accepts an invite from another agent to join an engagement.
A user answers a callback engagement.
A user answers a scheduled callback engagement.
A user answers an engagement after the engagement is transferred to a queue or flow.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement user answered subscription enabled under the Contact Center event.

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", "messaging" — 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", "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: "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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.team_members_assigned

Method: POST
Path: contact_center.team_members_assigned
Tags: Teams

The Team members assigned event is triggered when supervisors or agents are assigned to a team.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Team members assigned subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Responses

Status: 200 Successfully received the webhook event.

contact_center.engagement_transfer_queued

Method: POST
Path: contact_center.engagement_transfer_queued
Tags: Transfer

The Engagement transfer queued event is triggered when an engagement transfer is queued.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Engagement transfer queued subscription enabled under the Contact Center event.

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

contact_center.message_status

Method: POST
Path: contact_center.message_status
Tags: Messaging

The Message status event is triggered when a message is sent by using the Send a Message API. The receipt indicates whether the message was actually delivered to the consumer.

Prerequisites

Enable Event Subscriptions for your Marketplace app with:

A valid Event Notification Endpoint URL.
The Message status subscription enabled under the Contact Center event.

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Responses

Status: 200 Successfully received the webhook event.

Schemas

Contact_center.task_createdEvent

Type:object

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_follow_up_task_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.inbox_message_downloadedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "download_type": "Recording",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_follow_up_task_createdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.inbox_message_reopenedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.consumer_messaging_opt_outEvent

Type:object

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 opt-out event.
  date_time_ms (required)
  string, format: date-time — The time of the opt-out event, to the millisecond.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  engagement_id
  string — The engagement ID associated with the opt-out.
  sms
  object — The SMS opt-out details.
  campaign_id
  string — The 10DLC campaign ID. Returned only when the campaign is configured to apply opt-in and opt-out preferences to all phone numbers associated with the campaign.
  consumer_number
  string — The consumer's phone number in E.164 format.
  contact_center_number
  string — The Contact Center phone number in E.164 format.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "sms": {
        "consumer_number": "",
        "contact_center_number": "",
        "campaign_id": ""
      },
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.call_control_conference_warm_invite_executedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.queue_disposition_set_unassignedEvent

Type:object

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 disposition set(s) unassigned from the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition set(s) were unassigned from.
  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 disposition set(s) were removed from the queue, in milliseconds.
  disposition_sets (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "disposition_sets": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.queue_supervisor_assignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_monitor_startedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_monitor_endedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "monitoring_user_id": "",
      "monitoring_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_note_addedEvent

Type:object

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", "email", "work_item" — The task's channel.
  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", "email", "work_item" — The channel type.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item channel.
  channel_type
  string, possible values: "default", "voice", "sms", "chat", "phone" — The task's channel type.
  consumer_display_name
  string — The consumer's name.
  consumer_email
  string — The consumer's email.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "consumer_email": ""
    }
  }
}

Contact_center.outbound_campaign_dialer_statusEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.call_control_make_call_executedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Contact_center.user_opt_outEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.inbox_message_resolvedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_conference_participant_invitedEvent

Type:object

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"
}

Contact_center.task_reservation_canceledEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": null
    }
  }
}

Contact_center.engagement_consumer_sent_fileEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "division_id": "",
      "division_name": "",
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

Contact_center.queue_createdEvent

Type:object

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", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's 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
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.inbox_message_openedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.recording_transcript_completedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.business_hours_createdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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": ""
              }
            ]
          }
        ]
      },
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_conference_participant_canceledEvent

Type:object

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"
}

Contact_center.queue_disposition_assignedEvent

Type:object

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 disposition(s) assigned to the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition(s) were assigned to.
  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 disposition(s) were assigned to the queue, in milliseconds.
  dispositions (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "dispositions": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.recording_pausedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.queue_supervisor_unassignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.user_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "teams": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "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"
          }
        ]
      }
    }
  }
}

Contact_center.engagement_conference_participant_rejectedEvent

Type:object

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"
}

Contact_center.engagement_user_mutedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

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

Contact_center.engagement_user_unmutedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

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

Contact_center.user_phone_numbers_assignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Contact_center.engagement_wrap_up_startedEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — The task's channel type.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item channel.
  consumer_display_name
  string — The consumer's name.
  consumer_email
  string — The consumer's email.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound",
      "division_id": "",
      "division_name": "",
      "consumer_email": ""
    }
  }
}

Contact_center.closure_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.engagement_messaging_transcript_completedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "transcript_url": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.recording_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.queue_agent_unassignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_transfer_completedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.team_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

Contact_center.engagement_user_dtmf_sentEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "",
      "dtmf_input": ""
    }
  }
}

Contact_center.queue_inbound_sla_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "division_id": "",
      "division_name": "",
      "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
      }
    }
  }
}

Contact_center.engagement_consumer_sent_messageEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": "",
      "message_text": ""
    }
  }
}

Contact_center.engagement_consumer_notifiedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "division_id": "",
      "division_name": "",
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_invite_number": "",
      "consumer_invite_email": ""
    }
  }
}

Contact_center.recording_stoppedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.user_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.task_deletedEvent

Type:object

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_wrap_up_endedEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — The task's channel type.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item channel.
  consumer_display_name
  string — The consumer's name.
  consumer_email
  string — The consumer's email.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "outbound",
      "division_id": "",
      "division_name": "",
      "consumer_email": ""
    }
  }
}

Contact_center.engagement_conference_participant_timeoutEvent

Type:object

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"
}

Contact_center.engagement_user_holdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.engagement_transfer_rejectedEvent

Type:object

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.user_status_changedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  user_email
  string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": null,
      "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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.task_updatedEvent

Type:object

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.recording_resumedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_disposition_addedEvent

Type:object

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", "email", "work_item" — The engagement's channel.
  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.
  channel_source
  string, possible values: "in_app_video", "kiosk_video", "web_video", "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "",
      "consumer_email": ""
    }
  }
}

Contact_center.asset_createdEvent

Type:object

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)
  object
  asset_language_code (required)
  object
  asset_name (required)
  object
  asset_type (required)
  object
  date_time_ms (required)
  object
  modified_by (required)
  object
  asset_description
  object
  asset_items
  object
  category_id
  object
  category_name
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": null,
      "asset_name": null,
      "asset_description": null,
      "asset_type": null,
      "asset_language_code": null,
      "asset_items": null,
      "category_id": null,
      "category_name": null,
      "modified_by": null,
      "date_time_ms": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.team_members_unassignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.queue_disposition_set_assignedEvent

Type:object

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 disposition set(s) assigned to the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition set(s) were assigned to.
  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 disposition set(s) were assigned to the queue, in milliseconds.
  disposition_sets (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "disposition_sets": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.call_control_answer_call_executedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.team_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division'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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-02-19T09:27:15.988Z"
    }
  }
}

Contact_center.call_control_end_call_executedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Contact_center.cx_engagement_end_data_readyEvent

Type:object

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": ""
    }
  }
}

Contact_center.engagement_upgrade_expiredEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Contact_center.engagement_consumer_endedEvent

Type:object

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", "messaging" — 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_source
  string, possible values: "in_app_chat", "web_chat", "sms", "facebook_messenger", "whatsapp" — 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.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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",
      "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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.queue_deletedEvent

Type:object

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", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's 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
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.business_hours_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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": ""
                }
              ]
            }
          ]
        }
      },
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.call_control_hold_call_executedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.queue_agent_assignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_conference_participant_joinedEvent

Type:object

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"
}

Contact_center.business_hours_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.task_completedEvent

Type:object

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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.inbox_message_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "delete_type": "Soft delete",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.task_reservation_createdEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.sms_statusEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.closure_createdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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
          ]
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.task_canceledEvent

Type:object

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.
  cancel_reason
  string, possible values: "abandoned", "missed" — The cancellation reason for an inbound task routed to a queue. This field applies only to the voice channel. `abandoned` indicates that the customer hung up while waiting. `missed` indicates that the queue waiting timed out.
  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", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "task_id": "",
      "flow_id": "",
      "task_status": "pending",
      "cancel_reason": "abandoned",
      "flow_name": "",
      "channel_id": "",
      "channel_name": "voice",
      "task_priority": 0,
      "cc_queue_id": "",
      "queue_name": "",
      "teams": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.legacy_engagement_end_data_readyEvent

Type:object

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": ""
    }
  }
}

Contact_center.engagement_upgrade_completedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Contact_center.recording_startedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.consumer_messaging_opt_inEvent

Type:object

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 opt-in event.
  date_time_ms (required)
  string, format: date-time — The time of the opt-in event, to the millisecond.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  engagement_id
  string — The engagement ID associated with the opt-in.
  sms
  object — The SMS opt-in details.
  campaign_id
  string — The 10DLC campaign ID. Returned only when the campaign is configured to apply opt-in and opt-out preferences to all phone numbers associated with the campaign.
  consumer_number
  string — The consumer's phone number in E.164 format.
  contact_center_number
  string — The Contact Center phone number in E.164 format.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "sms": {
        "consumer_number": "",
        "contact_center_number": "",
        "campaign_id": ""
      },
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.closure_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.user_loginEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object
  user_email
  string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_conference_canceledEvent

Type:object

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"
}

Contact_center.user_skills_assignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Contact_center.engagement_user_sent_fileEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "files": [
        {
          "file_id": "",
          "file_name": "",
          "file_size": 1,
          "file_type": "Image",
          "download_url": ""
        }
      ]
    }
  }
}

Contact_center.engagement_consumer_answeredEvent

Type:object

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", "messaging" — 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", "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: "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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_endedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.user_opt_inEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.
  teams
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_transfer_timeoutEvent

Type:object

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.recording_completedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_transfer_acceptedEvent

Type:object

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.team_movedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division'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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-09-15T09:27:15.988Z"
    }
  }
}

Contact_center.user_createdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_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": ""
    }
  }
}

Contact_center.inbox_message_assignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "previous_user_id": "",
      "previous_user_display_name": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "assign_type": "Manual",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.task_entered_queueEvent

Type:object

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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item channel.
  channel_types
  array — The task queue's channel types.
  Items:
  string, possible values: "voice", "chat", "sms", "video", "in_app_chat", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.asset_deletedEvent

Type:object

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)
  object
  asset_id (required)
  object
  asset_name (required)
  object
  date_time_ms (required)
  object
  modified_by (required)
  object
  archived_time
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.team_createdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division'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",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "2025-02-15T09:27:15.988Z"
    }
  }
}

Contact_center.engagement_startedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "date_time_ms": "",
      "transfer_from": "zoom_phone",
      "transfer_from_id": ""
    }
  }
}

Contact_center.engagement_transfer_reservedEvent

Type:object

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.engagement_upgrade_initiatedEvent

Type:object

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
  object
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": "",
      "users": [
        {
          "user_id": "",
          "user_display_name": "",
          "teams": null
        }
      ],
      "consumers": [
        {
          "consumer_id": "",
          "consumer_number": "",
          "consumer_display_name": ""
        }
      ],
      "date_time_ms": ""
    }
  }
}

Contact_center.asset_updatedEvent

Type:object

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)
  object
  date_time_ms (required)
  object
  modified_by (required)
  object
  updates (required)
  object — Information about the updated asset.
  asset_description
  object
  asset_item_added
  object
  asset_item_deleted
  object
  asset_item_updated
  object
  asset_name
  object
  category_id
  object
  restore
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "asset_id": null,
      "updates": {
        "asset_name": null,
        "asset_description": null,
        "asset_item_added": null,
        "asset_item_updated": null,
        "asset_item_deleted": null,
        "category_id": null,
        "restore": null
      },
      "modified_by": null,
      "date_time_ms": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_user_sent_messageEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  flow_id
  string — The engagement's flow ID.
  flow_name
  string — The flow's name.
  flow_number
  string — The flow's phone number.
  message_style_type
  string, possible values: "text", "html" — The message content format.
  queue_name
  string — The engagement queue's name.
  teams
  object

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": "",
      "division_id": "",
      "division_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "message_text": "",
      "message_style_type": "text"
    }
  }
}

Contact_center.task_exited_queueEvent

Type:object

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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item channel.
  channel_types
  array — The task queue's channel types.
  Items:
  string, possible values: "voice", "chat", "sms", "video", "in_app_chat", "email", "work_item"
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.call_control_unhold_call_executedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

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",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.user_skills_unassignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

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

Contact_center.task_reservation_rejectedEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": "",
      "teams": null
    }
  }
}

Contact_center.queue_disposition_updatedEvent

Type:object

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 disposition configuration change.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type this configuration change applies to.
  cc_queue_id (required)
  string — The Contact Center queue's ID.
  date_time_ms (required)
  string, format: date-time — The date and time when a queue's disposition configuration (default disposition, requirement, or enabled status) is updated, in milliseconds.
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.
  updates (required)
  object — The disposition configuration fields that changed in this call. Fields that did not change are omitted.
  default_disposition_id
  string — The new default disposition's ID. Present only if the default disposition changed in this call.
  default_disposition_name
  string — The new default disposition's name. Present only if the default disposition changed in this call.
  disposition_required
  boolean — Whether disposition selection is mandatory (`true`) or optional (`false`) for this queue. Present only if this setting changed in this call.
  enable_disposition
  boolean — Whether the disposition feature is now enabled (`true`) or disabled (`false`). Present only if this setting changed in this call.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "updates": {
        "default_disposition_id": "",
        "default_disposition_name": "",
        "disposition_required": true,
        "enable_disposition": true
      }
    }
  }
}

Contact_center.inbox_message_receivedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "engagement_direction": "inbound",
      "channel": "voice",
      "cc_queue_id": "",
      "queue_name": "",
      "teams": null,
      "flow_id": "",
      "flow_name": "",
      "flow_number": "",
      "consumer_number": "",
      "inbox_id": "",
      "inbox_name": "",
      "message_id": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_transfer_canceledEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "transfer_to_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.recording_permanently_deletedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.queue_operating_hours_updatedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  queue_id
  string — The queue's ID.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "date_time_ms": "",
      "cc_queue_id": "",
      "division_id": "",
      "division_name": "",
      "updates": {
        "business_hour_id": "",
        "business_hour_name": "",
        "account_default_business_hour": true,
        "closure_set_id": "",
        "closure_set_name": "",
        "account_default_closure_set": true
      }
    }
  }
}

Contact_center.engagement_transfer_initiatedEvent

Type:object

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "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": ""
    }
  }
}

Contact_center.engagement_takeover_startedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "takeover_user_id": "",
      "takeover_user_display_name": "",
      "contact_center_number": "",
      "consumer_id": "",
      "consumer_number": "",
      "consumer_display_name": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_conference_participant_leftEvent

Type:object

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"
}

Contact_center.voicemail_transcript_completedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "teams": null,
      "transcript_url": "",
      "message_duration": 1,
      "consumer_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "status": "normal"
    }
  }
}

Contact_center.task_reservation_acceptedEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` - Only applies to email channel. * `work_item_api` - Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_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": null
    }
  }
}

Contact_center.engagement_email_transcript_completedEvent

Type:object

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 email engagement.
  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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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",
      "division_id": "",
      "division_name": "",
      "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"
    }
  }
}

Contact_center.user_phone_numbers_unassignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "teams": null,
      "user_email": "",
      "role_id": "",
      "role_name": "",
      "division_id": "",
      "division_name": "",
      "phone_numbers": [
        {
          "phone_number": "+12093412723",
          "phone_number_id": "OlK7lczzT_e7h6p1Q6wGdg"
        }
      ],
      "date_time_ms": ""
    }
  }
}

Contact_center.engagement_user_unholdEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "cc_queue_id": "",
      "queue_name": "",
      "consumer_number": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.user_logoutEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  teams
  object
  user_email
  string — The user's email.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "user_id": "",
      "display_name": "",
      "user_email": "",
      "teams": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_video_participant_leftEvent

Type:object

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 who left the video engagement.
  channel (required)
  string, possible values: "video" — The engagement's channel.
  channel_source (required)
  string, possible values: "in_app_video", "kiosk_video", "web_video" — The video channel's source.
  date_time_ms (required)
  string, format: date-time — The date and time when the participant left the engagement, to the millisecond.
  engagement_id (required)
  string — The engagement's ID.
  leave_reason (required)
  string, possible values: "left", "transitioned", "removed", "ended_via_api", "network_failure", "system_terminated", "unknown" — The standardized reason why the participant left the engagement. * `left` - The participant left the engagement. * `transitioned` - The participant left because of a routing transition. * `removed` - The participant was removed from the engagement. * `ended_via_api` - The participation ended through an API request. * `network_failure` - The participant left because of a connection failure. * `system_terminated` - The participation was terminated by the system. * `unknown` - The leave reason could not be determined.
  leave_reason_detail (required)
  string, possible values: "end_clicked", "leave_clicked", "manual_leave", "signed_out", "routing_change", "host_removed", "api_request", "connection_lost", "session_ended", "flow_ended", "consumer_left", "customer_cancelled", "timeout", "workflow_completed", "session_cleanup", "page_closed", "engagement_end", "unknown" — Additional details about why the participant left the engagement. * `end_clicked` - The participant selected **End**. * `leave_clicked` - The participant selected **Leave**. * `manual_leave` - The participant manually left the engagement. * `signed_out` - The participant signed out. * `routing_change` - A routing change caused the participant to leave. * `host_removed` - The host removed the participant. * `api_request` - An API request ended the participation. * `connection_lost` - The participant's connection was lost. * `session_ended` - The video session ended. * `flow_ended` - The flow ended. * `consumer_left` - The consumer left the engagement. * `customer_cancelled` - The customer cancelled the engagement. * `timeout` - A timeout ended the participation. * `workflow_completed` - The workflow completed. * `session_cleanup` - Session cleanup removed the participant. * `page_closed` - The consumer closed or refreshed the page. * `engagement_end` - The engagement ended without a more specific reason. * `unknown` - The detailed leave reason could not be determined.
  participant_id (required)
  string — The participant's internal identifier.
  participant_type (required)
  string, possible values: "agent", "supervisor", "consumer", "unknown" — The participant's role in the engagement. * `agent` - The participant is an agent. * `supervisor` - The participant is a supervisor. * `consumer` - The participant is a consumer. * `unknown` - The participant type could not be determined.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  participant_name
  string — The participant's display name.
  teams
  array — The teams associated with the agent or supervisor.
  Items:
  team_id (required)
  string — The team's ID.
  team_name (required)
  string — The team's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "engagement_id": "",
      "channel": "video",
      "channel_source": "web_video",
      "participant_id": "",
      "participant_name": "",
      "participant_type": "agent",
      "leave_reason": "left",
      "leave_reason_detail": "end_clicked",
      "date_time_ms": "",
      "division_id": "",
      "division_name": "",
      "teams": [
        {
          "team_id": "",
          "team_name": ""
        }
      ]
    }
  }
}

Contact_center.task_reservation_completedEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "teams": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "engagement_direction": "inbound",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

Contact_center.queue_scheduled_callback_createdEvent

Type:object

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)
  object
  cc_queue_id (required)
  object
  queue_channel (required)
  object
  queue_name (required)
  object
  start_time (required)
  object
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "start_time": null,
      "cc_queue_id": null,
      "queue_name": null,
      "queue_channel": null,
      "attendees": null,
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_survey_statusEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": null,
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.task_reservation_timeoutEvent

Type:object

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", "email", "work_item" — 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", "email", "work_item" — 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", "email_address", "work_item_api" — 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. * `email_address` — Only applies to email channel. * `work_item_api` — Only applies to work_item 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": "",
      "division_id": "",
      "division_name": "",
      "teams": null,
      "created_time_ms": "",
      "last_modified_time_ms": "",
      "engagement_id": "",
      "auto_assign": true,
      "task_timeout": 1,
      "caller_number": "",
      "callee_number": "",
      "request_id": ""
    }
  }
}

Contact_center.queue_disposition_unassignedEvent

Type:object

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 disposition(s) unassigned from the queue.
  assign_type (required)
  string, possible values: "inbound", "outbound", "upgrade_to_voice", "upgrade_to_video" — The queue assignment type the disposition(s) were unassigned from.
  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 disposition(s) were removed from the queue, in milliseconds.
  dispositions (required)
  object
  division_id (required)
  string — The division's ID.
  division_name (required)
  string — The division's name.
  modified_by (required)
  string — The ID of the operator who made this change.
  queue_name (required)
  string — The queue's name.

Example:

{
  "event": "",
  "event_ts": 1,
  "payload": {
    "account_id": "",
    "object": {
      "cc_queue_id": "",
      "queue_name": "",
      "dispositions": null,
      "assign_type": "inbound",
      "modified_by": "",
      "date_time_ms": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_user_endedEvent

Type:object

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", "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.
  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", "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: "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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.engagement_user_answeredEvent

Type:object

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", "messaging" — 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", "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: "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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object

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": null,
      "flow_number": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Contact_center.team_members_assignedEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.

Example:

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

Contact_center.engagement_transfer_queuedEvent

Type:object

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", "messaging", "email", "work_item" — 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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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
  object
  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": "",
      "division_id": "",
      "division_name": "",
      "transfer_to_cc_queue_id": "",
      "transfer_to_queue_name": "",
      "user_id": "",
      "user_display_name": "",
      "teams": null,
      "transfer_to_user_id": "",
      "transfer_to_user_display_name": "",
      "consumer_id": "",
      "consumer_display_name": "",
      "consumer_number": "",
      "date_time_ms": ""
    }
  }
}

Contact_center.message_statusEvent

Type:object

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.
  division_id
  string — The Contact Center division's ID.
  division_name
  string — The Contact Center division's name.
  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": "",
      "division_id": "",
      "division_name": ""
    }
  }
}

Teams

Type:

Example:

DispositionSets

Type:

Example:

Dispositions

Type:

Example:

AssetId-Contact Center

Type:

Example:

AssetName-Contact Center

Type:

Example:

AssetDescription-Contact Center

Type:

Example:

AssetType-Contact Center

Type:

Example:

AssetLanguageCode-Contact Center

Type:

Example:

AssetItemsResp-Contact Center

Type:

Example:

CategoryId-Contact Center

Type:

Example:

CategoryName-Contact Center

Type:

Example:

ModifiedBy-Contact Center

Type:

Example:

DateTimeMs-Contact Center

Type:

Example:

Archived-Contact Center

Type:

Example:

ArchivedTime-Contact Center

Type:

Example:

AssetItemsAdded-Contact Center

Type:

Example:

AssetItemsUpdated-Contact Center

Type:

Example:

AssetItemsDeleted-Contact Center

Type:

Example:

Restore-Contact Center

Type:

Example:

StartTime-Contact Center

Type:

Example:

QueueId-Contact Center

Type:

Example:

QueueName-Contact Center

Type:

Example:

Channel-Contact Center

Type:

Example:

Attendees-Contact Center

Type:

Example: