Channel event types (Webhooks API)
Beta/Early Access Program
This API is in the Beta/Early Access Program and is still under development. If you are interested in using this API, please contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.
Use of this API outside of the program is prohibited.
A channel is created whenever a new participant becomes involved in an interaction. The channel can move through a series of states during its lifecycle, each representing the activity that is taking place.
For example, when a customer (the 'party') receives an outbound phone call, the channel representing that customer might move through an alerting state (while their phone is ringing), a connected state (if they accept the call), and a held state (if they are placed on hold by the agent).
Whenever the state of a channel changes, one or more corresponding events occur. For example, when an agent hangs up a phone call to finish talking to a customer, their channel moves from a connected state to a wrap state. Events of channel.disconnected.v0 and channel.wrapstarted.v0 types occur. Corresponding notifications will be sent when the events occur.
The following diagram shows the possible channel states and the types of events that occur as the channel moves between them.
Call connect routers
When an interaction is passed to an external contact by a Call Connect Router (CCR) applet, a new external channel is created. Events relating to such external channels do not result in webhook notifications being sent. This is because these events are reported to VCC only when the external channel has ended and notifications sent at this point would be retrospective.