Event types in Webhooks

Using Webhooks, subscribers can subscribe to and receive notifications about the following event types. For more detailed information about these event types, see Event types (Webhooks API). Subscribers need this information to process the notifications they receive. 

Agent events

Agent presence changed (agent.presencechanged)

This type of event indicates that an agent's presence has changed. An agent can change their presence manually, or it may have been changed for them.

When an agent.presencechanged event occurs, it indicates the end of the agent's previous presence. A corresponding notification will be sent at the same time.

Channel events

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 contact receives an outbound phone call, the channel representing that contact 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 contact, their channel moves from a connected state to a wrap state. Events of channel.disconnected.v1 and channel.wrapstarted.v1 types occur. Corresponding notifications will be sent when the events occur.

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Webhooks API lifecycle

Channel alerted (channel.alerted)

This type of event indicates that a channel has moved into an alerting phase. A channel.alerted event would occur, for example, when a customer's phone starts to ring after they receive a phone call from an agent.

Channel connected (channel.connected)

This type of event indicates that a channel has successfully connected. A channel.connected event will occur, for example, at the moment that a customer picks up their phone, which is ringing, to start talking with the agent.

Channel connection failed (channel.connectionfailed)

This type of event indicates that a channel has failed to connect for some reason. A channel.connectionfailed event could occur for a number of reasons, such as the party rejecting the connection or the device already being busy.

Channel disconnected (channel.disconnected)

This type of event indicates that a channel has disconnected. An event of channel.disconnected type would occur, for example, when the party represented by the channel hangs up during a call. 

Channel ended (channel.ended)

This type of event indicates that a channel has ended. A channel.ended event means that there will be no further activity on the channel.

This type of event can happen in a number of different ways. For example, a customer channel might end when the customer disconnects by hanging up. Or an agent channel might end when the agent completes post-interaction tasks and exits the wrap state.

Channel held (channel.held)

This type of event indicates that a connected channel has been put on hold. During a phone call, an agent might put a customer on hold while consulting with a colleague, for example. During this period the customer would listen to hold music rather than being able to communicate with the agent. A channel.held event would occur at the point that the agent puts the customer on hold.

Channel interrupted (channel.interrupted)

This type of event indicates that a channel has been interrupted. This can occur when an agent is assigned higher priority work, resulting in the interruption of the connected channels for both the agent and customer.

For example, channel.interrupted events for the agent and customer channels could occur when an agent is connected to an ongoing email interaction and they picked up the phone to connect to a new inbound phone call.

Channel parked (channel.parked)

This type of event indicates that a channel has been parked. This happens when a connected channel is intentionally set aside by the agent and is made inactive for the time being. This can occur if the agent temporarily shifts focus to another task or interaction.

For example, a channel.parked event will occur for both the agent and customer channels when an agent decides to park a less urgent interaction to focus on a more urgent interaction.

Channel resumed (channel.resumed)

This type of event indicates that an interrupted channel has been resumed. This means that the agent has completed their work on the more important interaction, and can return their focus to the interrupted, less important interaction.

For example, channel.resumed events would occur at the moment that an agent completed their work on a phone call interaction, to return to a less-pressing email interaction. An event would occur for both the agent and customer channels.

Channel retrieved (channel.retrieved)

This type of event indicates that a channel has been retrieved from a held state. During a phone call, an agent might place a customer on hold whilst consulting with a colleague, for example. When they finish the consultation, the agent will retrieve the customer from hold in order to continue talking to them. A channel.retrieved event will occur when the agent retrieves the customer.

Channel unparked (channel.unparked)

This type of event indicates that a channel has been unparked from a parked state. An agent might have parked a less urgent interaction to focus on a more urgent interaction. When they have completed their work they would then unpark the original interaction in order to continue working on it. A channel.unparked event will occur for both the agent and customer channel when the agent unparks the interaction.

Channel wrap started (channel.wrapstarted)

This type of event indicates that an agent channel has entered the wrap phase.

The wrap phase begins at the same moment the agent channel's connected phase ends, so a channel.disconnected event will occur at the same time.