Reporting Webhooks

Receive real-time events to any endpoint

Reporting Webhooks send real-time activity events (e.g. contact.subscribed, sms.sent, call.completed) as JSON in an HTTP POST to an endpoint of your choosing.

Enable Reporting Webhooks

To set up Reporting Webhooks,

  • Go to the Regal Voice app > Settings page.
  • In the section labeled "Reporting Webhooks", click "Create Webhook."
  • Enter the URL of the endpoint you'd like us to send events to and enter an API Key for the endpoint, if one is required. Then click "Save"

To test that the endpoint is receiving events, you can navigate to the Agent Desktop and change your activity status in the top right dropdown to a different status. You should receive an agent.activity.updated event.

Create WebhookCreate Webhook

Create Webhook

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Updating an Endpoint

When you edit an endpoint, it can take up to 5 minutes for the cache to refresh and start sending events to your new endpoint instead.

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Retries

Currently there are no retries on these events. If a response is not received within 1 second, the event is dropped and not retried. We will be adding retries in a future release.

Events

Regal Voice publishes the following events to the Reporting Webhooks:

Event Name

Description

agent.activity.updated

An agent’s activity status was changed

call.completed

An inbound or outbound call with a contact was completed. This includes calls that were not answered

call.recording.available

A call recording link is available

contact.subscribed

A contact was subscribed to a marketing channel

contact.unsubscribed

A contact was unsubscribed from a marketing channel

contact.attribute.edited

A contact’s attributes were edited by an agent

contact.experiment.assigned

A contact was assigned to an experiment

sms.conversation.completed

An SMS conversation between a contact and an agent was completed in the Regal Voice agent desktop

sms.queued

An sms was queued to be sent from Regal Voice to contact

sms.sent

An sms was sent from Regal Voice to contact

sms.undelivered

An sms was undelivered from Regal Voice to contact

sms.received

An sms was received from a contact

task.canceled

A call or sms task was canceled

task.created

A call or sms task was created

task.reservation.accepted

A reservation was accepted by an agent

task.reservation.created

A reservation was created for a task

Event Properties

Below are the properties and definitions included in Regal Voice events.

Property Name

Description

agent_activity_name

Name of agent’s new availability status

agent_availability

Availability of agent’s previous activity status. Can be true or false

agent_email

Email of the agent who took an action

agent_previous_activity_name

Name of agent’s previous availability status

agent_previous_availability

Availability of agent’s previous activity status. Can be true or false

agent_time_in_previous_activity

Time (in seconds) agent spent in previous activity status

call_id

Task Id for the call

campaign_id

Campaign UUID

campaign_friendly_id

Campaign Friendly Id as seen in the App

campaign_name

Campaign Name

cancelation_reason

Reason the task was canceled

cancelation_source

Source of where the task was canceled

canceled_by

Includes the email of the user who canceled the task, if applicable

changes

Changes made for the contact.attribute_edited event

channel

The marketing channel: “voice” or “sms”

completed_at

UTC Timestamp when the task was completed

contact_phone

Phone number of the contact

content

Content of the message

direction

INBOUND or OUTBOUND

disposition

Task disposition

email

The last email associated with the contact

ended_at

UTC timestamp when the conversation was ended

experiment_id

Experiment ID

experiment_name

Name of experiment

experiment_variant

Variant a contact was assigned to in an experiment

from_number

Phone number that sent the message

handle_time

Full duration task was being handled, including talk time and wrap time (completed_at - started_at

ip

The IP address from where the subscription update was initiated

media_url

Media URL (for MMS)

notes

Task notes

tags

Task tags

phone

Same as contact_phone

queue

Name of task queue

recording_link

Call recording link

regal_voice_phone

Regal Voice phone number

regal_voice_phone_internal_name

Internal name of phone line displayed to agents

reserved_agent_email

Email of the agent the task reservation is for

reserved_agent_fullname

Full name of the agent the task reservation is for

scheduling_agent_fullname

Full name of the agent who scheduled the Callback

scheduling_agent_id

Email of the agent who scheduled the Callback

sms_conversation_id

Task ID for the conversation. (If the sms was part of a two-way conversation with an Agent, rather than just an automated outbound sms)

source

Source of the subscription update. A source value that starts with “Brand.” indicates that the subscription update was initiated by the Brand (outside of the Regal Voice platform). A source value that starts with “Regal Voice.” indicates that the subscription update was initiated through the Regal Voice platform.

started_at

UTC timestamp when the conversation was started

talk_time

Duration of conversation (ended_at - started_at)

target_agent_fullname

Full name of the agent who contact (and all contact’s tasks) are assigned to

target_agent_id

Email of the agent who contact (and all contact’s tasks) are assigned to

task_id

Unique identifier for the task. Will match the call_id or sms_conversation_id of a completed task event

text

The exact text the contact was presented for opt in

timestamp

Unix timestamp for when the event took place

to_number

Phone number to which the message was sent

type

Task Type (e.g., Outbound SMS, Outbound Call, Scheduled Callback)

wrapup_time

Duration task was in wrap up (completed_at - ended_at)

Event Schema

Events from Reporting Webhooks follow the below schema:

{
"userId": "12345",
"originalTimestamp": "1636666068”
"traits":{"email": "[email protected]", "phone": "+17625551796"}
"name": "event.name",
"properties": {
  ”property1”: “value1”, 
  ”property2”: “value2”,
…},
"eventSource": "Regal Voice"
}

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