Outbound Campaign Conversation Events

Platform API
1

Hi All,

Is there an option to listen/subscribe to conversation event for Outbound campaigns(specifically agentless campaigns)?

I want to know in real time the below details by subscribing to the notification channel topics:

  1. When a call is made, start time and end time/duration of the call,
  2. Wrapup/call result

I am looking to use the notification channels instead of using the conversation details API as it might require for us to make frequent API calls.

I went through the available topics and could not find any, but still wanted to get it confirmed through this forum. Can anyone please let me know if there is any way to subscribe to outbound campaign conversation events?

Appreciate your help here!

Regards,
Nivedha Kalathi

2

If you use a dedicated Queue for the campaign or campaigns you can just subscribe to the Notification for v2.routing.queues.{id}.conversations (would get voice and callback updates) or v2.routing.queues.{id}.conversations.calls (only voice updates)

You'll get more events than just the ones you want, but you'd get the ones you want. There's no way to specify more complex filters up front in a Notification.

3

Hi Eos_Rios,

Thanks for your response.

Is there a way to achieve this for agentless campaigns as we would not have queues selected for them it would not possible to receive conversation events for agentless campaign call by subscribing to the Notification for v2.routing.queues.{id}.conversations.

Thanks for your help in advance!

Regards,
Nivedha Kalathi

4

Not that I can think of. Queue is only grouping of conversations supported by notifications.

Without being able to subscribe to the conversations en masse you'd have subscribe to them one by one by searching for all conversations associated with your outboundContactList or be limited to the results from v2.outbound.campaigns.{id}.progress and/or v2.outbound.campaigns.{id}.stats which are not as granular as you want.

5

Hi Nivedha/Eos,

You are correct about being able to only subscribe to individual events using the notification service. However, both of these events are also available in our AWS Event Bridge integration. Our event bridge integration allows you to subscribe to all events of a particular topic without having to know their ids ahead of time.

Thanks,
John Carnell
Manager, Developer Engagement

6

While technically workable that's a potentially incredible volume of data to parse through for a very tiny subset of relevant info so not an option I give lightly, especially since it incurs additional costs and adds 3rd party complexity.

7

Hi Eos,

Your point about data volume is definitely valid. I bring it up as an EventBridge as an option. Most people are not aware that you can get all of the data from a topic now with event bridge.

Also, AWS does provide a filtering language to filter our messages before they hit the event bridge so based on your specific requirements you might be able to reduce a significant amount of data.

As for third-party complexity, it does add an additional vendor into the mix, but the tradeoff is you to do not have to deal with all of the complexity of keeping a WebSocket open for a long-running process.

Thanks,
John Carnell
Manager, Developer Engagement

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8

To add to this, WebSocket notification delivery is not guaranteed; this is due to the nature of WebSockets being a fire-and-forget technology that does not include receipt by the client. EventBridge does have guaranteed delivery. This distinction can be very important for use cases that must not miss data. WebSockets are analogous to UDP traffic, whereas EventBridge is analogous to TCP.

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9

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