Anruf beendet

{
  "event": "call_ended",
  "call": {
    "ended_reason": "contact-ended-call",
    "call_id": "b4a05730-2abc-4eb0-8066-2e4d23b53ba9",
    "loop_id": "ba99c99d-19b9-4a0d-8df6-3e213088989a",
    "attempt": 1,
    "from_number": "+17755719467",
    "direction": "outbound",
    "to_number": "+14155552671",
    "external_contact_id": "external-123",
    "contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
    "contact_details": {
      "company": "Art Studio Inc"
    },
    "contact_properties": [
      {
        "key": "industry",
        "value": "retail",
        "dataType": "string",
        "label": "Industry"
      }
    ],
    "agent_id": "d8931604-92ad-45cf-9071-d9cd2afbad0c",
    "triggered_at": 1731956924302,
    "triggered_at_iso": "2024-11-18T15:08:44.302Z",
    "started_at": 1731956932264,
    "started_at_iso": "2024-11-18T15:08:52.264Z",
    "ended_at": 1731957002078,
    "ended_at_iso": "2024-11-18T15:10:02.078Z",
    "call_length_min": 2,
    "call_length_sec": 69,
    "call_status": "COMPLETED",
    "state": "ended",
    "status": "connected",
    "follow_up": null,
    "transcript": "Agent: Hello...",
    "transcriptObject": [
      {
        "role": "agent",
        "content": "Hello..."
      },
      {
        "role": "user",
        "content": "Hi, I was hoping to book an appointment."
      },
      {
        "role": "agent",
        "toolActivity": "get_available_timeslots",
        "type": "function_call"
      },
      {
        "role": "agent",
        "content": "I can offer you Thursday at 13:15."
      }
    ],
    "call_analysis": {
      "appointment": {
        "value": true,
        "details": "2025-02-18T15:30:00Z"
      },
      "interest": {
        "value": true,
        "details": "The customer is interested in buying an ice cream machine"
      }
    },
    "call_outcome": {
      "custom_lost_reason": {
        "value": "PRODUCT_TOO_EXPENSIVE",
        "fieldSchema": {
          "type": [
            "string",
            "null"
          ],
          "enum": [
            "CUSTOMER_NOT_INTERESTED",
            "CUSTOMER_PREVIOUSLY_CONTACTED",
            "PRODUCT_TOO_EXPENSIVE"
          ]
        }
      }
    },
    "collected_data": {
      "email": {
        "status": "confirmed",
        "value": "[email protected]"
      }
    },
    "booked_slot_for": "2025-02-24T15:30:00Z",
    "recording_url": "https://example.com/recording.wav",
    "sip_status_code": 200,
    "sip_status": "OK",
    "transfer": null
  },
  "contact": {
    "contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
    "external_contact_id": "external-123",
    "external_url": null,
    "created_at": "2024-11-18T15:00:00.000Z",
    "gender": null,
    "first_name": "Frida",
    "last_name": "Kahlo",
    "phone_number": "+14155552671",
    "in_call_since": null,
    "reached_at": "2024-11-18T15:08:52.264Z",
    "contact_details": {
      "company": "Art Studio Inc"
    },
    "call_attempts": 1,
    "next_call_at": null,
    "email": "[email protected]",
    "timezone": "America/Los_Angeles",
    "salutation": "Ms.",
    "status": "reached",
    "properties": [
      {
        "key": "industry",
        "value": "retail",
        "dataType": "string",
        "label": "Industry"
      }
    ]
  }
}

WEBHOOK

call_ended

{
  "event": "call_ended",
  "call": {
    "ended_reason": "contact-ended-call",
    "call_id": "b4a05730-2abc-4eb0-8066-2e4d23b53ba9",
    "loop_id": "ba99c99d-19b9-4a0d-8df6-3e213088989a",
    "attempt": 1,
    "from_number": "+17755719467",
    "direction": "outbound",
    "to_number": "+14155552671",
    "external_contact_id": "external-123",
    "contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
    "contact_details": {
      "company": "Art Studio Inc"
    },
    "contact_properties": [
      {
        "key": "industry",
        "value": "retail",
        "dataType": "string",
        "label": "Industry"
      }
    ],
    "agent_id": "d8931604-92ad-45cf-9071-d9cd2afbad0c",
    "triggered_at": 1731956924302,
    "triggered_at_iso": "2024-11-18T15:08:44.302Z",
    "started_at": 1731956932264,
    "started_at_iso": "2024-11-18T15:08:52.264Z",
    "ended_at": 1731957002078,
    "ended_at_iso": "2024-11-18T15:10:02.078Z",
    "call_length_min": 2,
    "call_length_sec": 69,
    "call_status": "COMPLETED",
    "state": "ended",
    "status": "connected",
    "follow_up": null,
    "transcript": "Agent: Hello...",
    "transcriptObject": [
      {
        "role": "agent",
        "content": "Hello..."
      },
      {
        "role": "user",
        "content": "Hi, I was hoping to book an appointment."
      },
      {
        "role": "agent",
        "toolActivity": "get_available_timeslots",
        "type": "function_call"
      },
      {
        "role": "agent",
        "content": "I can offer you Thursday at 13:15."
      }
    ],
    "call_analysis": {
      "appointment": {
        "value": true,
        "details": "2025-02-18T15:30:00Z"
      },
      "interest": {
        "value": true,
        "details": "The customer is interested in buying an ice cream machine"
      }
    },
    "call_outcome": {
      "custom_lost_reason": {
        "value": "PRODUCT_TOO_EXPENSIVE",
        "fieldSchema": {
          "type": [
            "string",
            "null"
          ],
          "enum": [
            "CUSTOMER_NOT_INTERESTED",
            "CUSTOMER_PREVIOUSLY_CONTACTED",
            "PRODUCT_TOO_EXPENSIVE"
          ]
        }
      }
    },
    "collected_data": {
      "email": {
        "status": "confirmed",
        "value": "[email protected]"
      }
    },
    "booked_slot_for": "2025-02-24T15:30:00Z",
    "recording_url": "https://example.com/recording.wav",
    "sip_status_code": 200,
    "sip_status": "OK",
    "transfer": null
  },
  "contact": {
    "contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
    "external_contact_id": "external-123",
    "external_url": null,
    "created_at": "2024-11-18T15:00:00.000Z",
    "gender": null,
    "first_name": "Frida",
    "last_name": "Kahlo",
    "phone_number": "+14155552671",
    "in_call_since": null,
    "reached_at": "2024-11-18T15:08:52.264Z",
    "contact_details": {
      "company": "Art Studio Inc"
    },
    "call_attempts": 1,
    "next_call_at": null,
    "email": "[email protected]",
    "timezone": "America/Los_Angeles",
    "salutation": "Ms.",
    "status": "reached",
    "properties": [
      {
        "key": "industry",
        "value": "retail",
        "dataType": "string",
        "label": "Industry"
      }
    ]
  }
}

Anrufergebnis

Drei Felder beschreiben, was passiert ist. Auf ihnen solltest du aufbauen:

state — wo sich der Anruf in seinem Lebenszyklus befindet
status — wie er ausgegangen ist, sobald er beendet wurde
follow_up — das von telli geplante Follow-up, falls vorhanden

call_status ist veraltet und wird entfernt. Verwende stattdessen state, status und follow_up.

Das alte Feld lässt sich wie folgt auf die neuen abbilden:

`call_status`	`state`	`status`	`follow_up`
`INITIATED`	`queued`	`null`	`null`
`RINGING`	`ringing`	`null`	`null`
`IN_PROGRESS`	`in_progress`	`null`	`null`
`IN_PROGRESS`	`processing`	`null`	`null`
`COMPLETED`	`ended`	`connected`	`null`
`ANSWERED`	`ended`	`connected`	gesetzt
`NOT_REACHED`	`ended`	`not_connected`	`null`
`VOICEMAIL`	`ended`	`voicemail`	`null`
`ERROR`	`ended`	`failed`	`null`

call_status ist in beide Richtungen verlustbehaftet: IN_PROGRESS unterscheidet nicht zwischen in_progress und processing, und COMPLETED und ANSWERED unterscheiden sich nur darin, ob ein Follow-up geplant wurde.

Analysefelder

Die Payload enthält zwei Arten von Analysedaten, und ihre Formate unterscheiden sich. call_analysis enthält die integrierte Analyse von telli. Jeder Eintrag hat einen booleschen value; Einträge, die zusätzliche Details unterstützen, haben außerdem details:

{
  "appointment": {
    "value": true,
    "details": "2025-02-18T15:30:00Z"
  }
}

call_outcome enthält die benutzerdefinierten Analysefelder, die du in telli konfigurierst. Die Einträge sind nach Feldnamen benannt und enthalten den extrahierten value sowie das Schema, gegen das er validiert wurde:

{
  "custom_lost_reason": {
    "value": "PRODUCT_TOO_EXPENSIVE",
    "fieldSchema": {
      "type": ["string", "null"],
      "enum": ["CUSTOMER_NOT_INTERESTED", "CUSTOMER_PREVIOUSLY_CONTACTED", "PRODUCT_TOO_EXPENSIVE"]
    }
  }
}

Ein call_outcome-Eintrag kann zusätzlich reason enthalten, das erklärt, warum der Agent diesen Wert gewählt hat, sowie error, wenn die Extraktion fehlgeschlagen ist.

Erfasste Daten

Wenn der Agent Datenerfassungs-Aufgaben hat, zeigt collected_data, was während des Anrufs erfasst und bestätigt wurde:

{
  "email": {
    "status": "confirmed",
    "value": "[email protected]"
  },
  "case_number": {
    "status": "declined",
    "value": null
  }
}

Nur Einträge mit confirmed enthalten einen Wert, auf den du dich verlassen solltest. Wenn keine Datenerfassungs-Aufgaben konfiguriert sind oder keine ausgelöst wurde, ist collected_data leer oder null — behandle beide Fälle.

Wiederholungsversuche

Automatische Wiederholungen innerhalb einer geplanten Sequenz teilen sich eine loop_id, und attempt zählt darin hoch. Wird derselbe Kontakt erneut geplant, beginnt eine neue Schleife — verwende daher contact_id, um einen Kontakt über Sequenzen hinweg zu verfolgen.

Body

application/json

event

string

erforderlich

Always call_ended.

Allowed value: "call_ended"

call

object

erforderlich

Show child attributes

contact

object

erforderlich

The contact as it stood after the call was processed.

Show child attributes

Antwort

2XX

Acknowledged. Return any 2xx within 15 seconds or the message is retried.

⌘I

CRM

Webhooks

Kalender-Integrationen

Automatisierungsplattformen

Eigene Integrationen

Anrufergebnis

Analysefelder

Erfasste Daten

Wiederholungsversuche

Body

Antwort

​Anrufergebnis

​Analysefelder

​Erfasste Daten

​Wiederholungsversuche

Body

Antwort

Anrufergebnis

Analysefelder

Erfasste Daten

Wiederholungsversuche