Interaction Control API

What is the Interaction Control API?

Vonage Contact Center's (VCC) Interaction Control API enables you to trigger automated outbound interactions from your applications without requiring a live agent.

Currently, the Interaction Control API supports agentless outbound interactions. Use the API to send automated WhatsApp messages to customers from your external systems. When customers reply, VCC processes the response according to your configured Message plan, which can include routing to live agents.

Who is the Interaction Control API for?

The Interaction Control API is for developers, engineers, and anyone else who is comfortable integrating with RESTful APIs and wants to programmatically trigger outbound interactions from external applications.

Common use cases include:

• Sending automated appointment reminders or notifications via WhatsApp.

• Triggering outbound customer communications from CRM or scheduling systems.

• Routing customer replies from automated messages to live agents.