Calls

Events that fire during the lifecycle of a voice call.

Events

Event	When it fires
`call.started`	A voice call starts (AI, VoIP, or PSTN).
`call.parked`	A call is parked / placed on hold in a queue.
`call.unparked`	A parked call is resumed.
`call.ended`	A voice call ends.
`call.analyzed`	Post-call analysis completes for a voice call.

Examples

Each example is the full POST body Whippy sends, including the envelope fields data, api_version, event, created_at, and request_id.

`call.started`

A voice call starts (AI, VoIP, or PSTN).

{
  "data": {
    "id": "d649233e-9127-4ae3-b90e-09611ed94868",
    "delivery_status": "call_in_progress",
    "error": null,
    "error_code": null,
    "error_message": null,
    "direction": "INBOUND",
    "type": "call",
    "mode": "ai",
    "body": null,
    "translated_body": null,
    "attachments": [],
    "language": null,
    "translation_language": null,
    "created_at": "2024-10-31T12:54:40.379085Z",
    "updated_at": "2024-10-31T12:54:40.379085Z",
    "conversation_id": "cd4dfb23-9a86-4c11-9240-efbfd7fec874",
    "contact_id": "630fc392-ad52-4e12-a07a-889cb5aed359",
    "channel_id": "95623f0a-4d88-45b6-8074-4a83748d2103",
    "user_id": null,
    "campaign_id": null,
    "campaign_contact_id": null,
    "step_id": null,
    "step_contact_id": null,
    "sequence_id": null,
    "metadata": {
      "type": "phone",
      "voicemail": false,
      "placeholders_data": {
        "last_name||sir": "Hessel"
      },
      "conference_id": null,
      "external_resource_id": "call_ca9b7ca39178245bba7d0088a99",
      "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
      "agent_version_id": "72ce5cb9-2699-4f68-8e51-1cbeb6cfaa74",
      "llm_id": "02461131-471b-4fb4-ba9e-2aaba0b73b5c",
      "llm_version_id": "d95fcdcd-93b7-448f-9ac6-1bfc3d45c1ea",
      "knowledge_base_ids": null,
      "knowledge_base_version_ids": null,
      "duration": null,
      "analysis": null
    },
    "email_metadata": {},
    "to": "+16314173625",
    "from": "+13232139334"
  },
  "api_version": "v1",
  "event": "call.started",
  "created_at": "2024-10-31T12:54:45.500770Z",
  "request_id": "b78d68c3-a34b-53b9-aa8c-a9e5f380a6af"
}

`call.parked`

A call is parked / placed on hold in a queue.

{
  "data": {
    "id": "d649233e-9127-4ae3-b90e-09611ed94868",
    "delivery_status": "call_in_progress",
    "error": null,
    "error_code": null,
    "error_message": null,
    "direction": "INBOUND",
    "type": "call",
    "mode": "ai",
    "body": null,
    "translated_body": null,
    "attachments": [],
    "language": null,
    "translation_language": null,
    "created_at": "2024-10-31T12:54:40.379085Z",
    "updated_at": "2024-10-31T12:54:40.379085Z",
    "conversation_id": "cd4dfb23-9a86-4c11-9240-efbfd7fec874",
    "contact_id": "630fc392-ad52-4e12-a07a-889cb5aed359",
    "channel_id": "95623f0a-4d88-45b6-8074-4a83748d2103",
    "user_id": null,
    "campaign_id": null,
    "campaign_contact_id": null,
    "step_id": null,
    "step_contact_id": null,
    "sequence_id": null,
    "metadata": {
      "type": "phone",
      "voicemail": false,
      "placeholders_data": {
        "last_name||sir": "Hessel"
      },
      "conference_id": null,
      "external_resource_id": "call_ca9b7ca39178245bba7d0088a99",
      "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
      "agent_version_id": "72ce5cb9-2699-4f68-8e51-1cbeb6cfaa74",
      "llm_id": "02461131-471b-4fb4-ba9e-2aaba0b73b5c",
      "llm_version_id": "d95fcdcd-93b7-448f-9ac6-1bfc3d45c1ea",
      "knowledge_base_ids": null,
      "knowledge_base_version_ids": null,
      "duration": null,
      "analysis": null,
      "parked": true
    },
    "email_metadata": {},
    "to": "+16314173625",
    "from": "+13232139334"
  },
  "api_version": "v1",
  "event": "call.parked",
  "created_at": "2024-10-31T12:54:45.500770Z",
  "request_id": "a06ae2b5-4015-5e79-92c7-a61371f888e0"
}

`call.unparked`

A parked call is resumed.

{
  "data": {
    "id": "d649233e-9127-4ae3-b90e-09611ed94868",
    "delivery_status": "call_in_progress",
    "error": null,
    "error_code": null,
    "error_message": null,
    "direction": "INBOUND",
    "type": "call",
    "mode": "ai",
    "body": null,
    "translated_body": null,
    "attachments": [],
    "language": null,
    "translation_language": null,
    "created_at": "2024-10-31T12:54:40.379085Z",
    "updated_at": "2024-10-31T12:54:40.379085Z",
    "conversation_id": "cd4dfb23-9a86-4c11-9240-efbfd7fec874",
    "contact_id": "630fc392-ad52-4e12-a07a-889cb5aed359",
    "channel_id": "95623f0a-4d88-45b6-8074-4a83748d2103",
    "user_id": null,
    "campaign_id": null,
    "campaign_contact_id": null,
    "step_id": null,
    "step_contact_id": null,
    "sequence_id": null,
    "metadata": {
      "type": "phone",
      "voicemail": false,
      "placeholders_data": {
        "last_name||sir": "Hessel"
      },
      "conference_id": null,
      "external_resource_id": "call_ca9b7ca39178245bba7d0088a99",
      "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
      "agent_version_id": "72ce5cb9-2699-4f68-8e51-1cbeb6cfaa74",
      "llm_id": "02461131-471b-4fb4-ba9e-2aaba0b73b5c",
      "llm_version_id": "d95fcdcd-93b7-448f-9ac6-1bfc3d45c1ea",
      "knowledge_base_ids": null,
      "knowledge_base_version_ids": null,
      "duration": null,
      "analysis": null,
      "parked": false
    },
    "email_metadata": {},
    "to": "+16314173625",
    "from": "+13232139334"
  },
  "api_version": "v1",
  "event": "call.unparked",
  "created_at": "2024-10-31T12:54:45.500770Z",
  "request_id": "0b67815f-b670-5289-9a7c-df6da41d7d0f"
}

`call.ended`

A voice call ends.

{
  "data": {
    "id": "d649233e-9127-4ae3-b90e-09611ed94868",
    "delivery_status": "call_completed.agent_hangup",
    "error": null,
    "error_code": null,
    "error_message": null,
    "direction": "INBOUND",
    "type": "call",
    "mode": "ai",
    "body": "Agent: Hey this is Charlie with Whippy Employment, may I have your full name please?\nUser: My name is Jack Hannaford.\nAgent: Nice to meet you, Jack. Can you provide me with your current address, including the city, state, and zip code?\nUser: Sure. 105100 Wilshire Boulevard, Los Angeles. California 90024.\nAgent: Great, thanks for that, Jack. What is your preferred contact method - phone call, SMS, or email?\nUser: Uh, let's do SMS.\nAgent: Got it, Jack. Let's move on to your work history. Starting with your most recent job, what was the company name?\nUser: I was working at Global Technical Recruiters.\nAgent: Where is Global Technical Recruiters located?\nUser: Located in Phoenix, Arizona.\nAgent: When did you start working at Global Technical Recruiters, and when did you end your employment there?\nUser: I started 3 years ago\nAgent: Thank you for providing all the necessary information. Our team will review your details and call you back. Have a great day!\n",
    "translated_body": null,
    "attachments": [
      {
        "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
        "content_type": "audio/x-wav",
        "url": "https://example/organization_fb545ce8-9424-4f82-a2ee-774991180005/calls/dba9f998-f4e1-4cbe-b17f-700394a5e3c0/recording.wav"
      },
      {
        "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
        "content_type": "application/json",
        "url": "https://example/organization_fb545ce8-9424-4f82-a2ee-774991180005/calls/4235e9f2-3be0-416e-bcf7-41b4c4a933df/transcript.json"
      }
    ],
    "language": null,
    "translation_language": null,
    "created_at": "2024-10-31T12:54:40.379085Z",
    "updated_at": "2024-10-31T12:54:58.985468Z",
    "conversation_id": "cd4dfb23-9a86-4c11-9240-efbfd7fec874",
    "contact_id": "630fc392-ad52-4e12-a07a-889cb5aed359",
    "channel_id": "95623f0a-4d88-45b6-8074-4a83748d2103",
    "user_id": null,
    "campaign_id": null,
    "campaign_contact_id": null,
    "step_id": null,
    "step_contact_id": null,
    "sequence_id": null,
    "metadata": {
      "type": "phone",
      "voicemail": false,
      "placeholders_data": {
        "last_name||sir": "Hessel"
      },
      "conference_id": null,
      "external_resource_id": "call_ca9b7ca39178245bba7d0088a99",
      "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
      "agent_version_id": "72ce5cb9-2699-4f68-8e51-1cbeb6cfaa74",
      "llm_id": "02461131-471b-4fb4-ba9e-2aaba0b73b5c",
      "llm_version_id": "d95fcdcd-93b7-448f-9ac6-1bfc3d45c1ea",
      "knowledge_base_ids": null,
      "knowledge_base_version_ids": null,
      "duration": 15848,
      "analysis": null
    },
    "email_metadata": {},
    "to": "+16314173625",
    "from": "+13232139334"
  },
  "api_version": "v1",
  "event": "call.ended",
  "created_at": "2024-10-31T12:55:04.316090Z",
  "request_id": "35e3a129-a3d7-5165-b5f3-4e3789040729"
}

`call.analyzed`

Post-call analysis completes for a voice call.

{
  "data": {
    "id": "d649233e-9127-4ae3-b90e-09611ed94868",
    "delivery_status": "call_completed.agent_hangup",
    "error": null,
    "error_code": null,
    "error_message": null,
    "direction": "INBOUND",
    "type": "call",
    "mode": "ai",
    "body": "Agent: Hey this is Charlie with Whippy Employment, may I have your full name please?\nUser: My name is Jack Hannaford.\nAgent: Nice to meet you, Jack. Can you provide me with your current address, including the city, state, and zip code?\nUser: Sure. 105100 Wilshire Boulevard, Los Angeles. California 90024.\nAgent: Great, thanks for that, Jack. What is your preferred contact method - phone call, SMS, or email?\nUser: Uh, let's do SMS.\nAgent: Got it, Jack. Let's move on to your work history. Starting with your most recent job, what was the company name?\nUser: I was working at Global Technical Recruiters.\nAgent: Where is Global Technical Recruiters located?\nUser: Located in Phoenix, Arizona.\nAgent: When did you start working at Global Technical Recruiters, and when did you end your employment there?\nUser: I started 3 years ago\nAgent: Thank you for providing all the necessary information. Our team will review your details and call you back. Have a great day!\n",
    "translated_body": null,
    "attachments": [
      {
        "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
        "content_type": "audio/x-wav",
        "url": "https://example/organization_fb545ce8-9424-4f82-a2ee-774991180005/calls/dba9f998-f4e1-4cbe-b17f-700394a5e3c0/recording.wav"
      },
      {
        "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
        "content_type": "application/json",
        "url": "https://example/organization_fb545ce8-9424-4f82-a2ee-774991180005/calls/4235e9f2-3be0-416e-bcf7-41b4c4a933df/transcript.json"
      },
      {
        "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
        "content_type": "application/json",
        "url": "https://example/organization_fb545ce8-9424-4f82-a2ee-774991180005/calls/814ee997-b14c-4aaf-b291-07aab524bde5/analysis.json"
      }
    ],
    "language": null,
    "translation_language": null,
    "created_at": "2024-10-31T12:54:40.379085Z",
    "updated_at": "2024-10-31T12:54:59.668935Z",
    "conversation_id": "cd4dfb23-9a86-4c11-9240-efbfd7fec874",
    "contact_id": "630fc392-ad52-4e12-a07a-889cb5aed359",
    "channel_id": "95623f0a-4d88-45b6-8074-4a83748d2103",
    "user_id": null,
    "campaign_id": null,
    "campaign_contact_id": null,
    "step_id": null,
    "step_contact_id": null,
    "sequence_id": null,
    "metadata": {
      "type": "phone",
      "voicemail": false,
      "placeholders_data": {
        "last_name||sir": "Hessel"
      },
      "conference_id": null,
      "external_resource_id": "call_ca9b7ca39178245bba7d0088a99",
      "agent_id": "c13abbed-2de9-45ec-85c3-54f5b340686c",
      "agent_version_id": "72ce5cb9-2699-4f68-8e51-1cbeb6cfaa74",
      "llm_id": "02461131-471b-4fb4-ba9e-2aaba0b73b5c",
      "llm_version_id": "d95fcdcd-93b7-448f-9ac6-1bfc3d45c1ea",
      "knowledge_base_ids": null,
      "knowledge_base_version_ids": null,
      "duration": 15848,
      "analysis": {
        "agent_task_completion_rating": "Complete",
        "call_completion_rating": "Complete",
        "call_successful": true,
        "call_summary": "The user, Jack, provided personal information and work history to the agent, Charlie, from Whippy Employment. The call concluded with the agent thanking Jack for his time and stating that they would review his qualifications for potential job matches.",
        "custom_analysis_data": {},
        "in_voicemail": false,
        "user_sentiment": "Positive",
        "user_language": "en"
      }
    },
    "email_metadata": {},
    "to": "+16314173625",
    "from": "+13232139334"
  },
  "api_version": "v1",
  "event": "call.analyzed",
  "created_at": "2024-10-31T12:55:04.409833Z",
  "request_id": "250cc86d-f033-5ce1-8658-fee22abb6b1f"
}