I would like to send a web hook notification, or an API call, at the end of a call, after a mail was sent, a chat was ended, etc. Basically we want to log a copy of conversation history to our core system.
I found this old thread from 2019 which suggests the only option is to poll regularly: Sending Web Hook notification at end of call
Have there been any development here in the past four years?
Hello,
Yes, there has been several enhancements in different places which should allow you to address your use case.
Some new events/topics have been made available for our Notification Service - which makes it easier to detect end of a call/email/chat.
See Available topics
The v2.details.event.conversation.xxxx are the ones I am referring to for your use case.
v2.detail.events.conversation.{id}.customer.end is to be raised when the conversation is ended (call is released by customer or agent and agent enters disposition/wrap-up code, email is answered by agent and ended with a disposition/wrap-up code, ...).
In addition to this, some new ways to receive these notifications have been introduced.
Only the websocket approach was available at the time of the post you have referenced.
It is now possible to propagate these notifications to AWS EventBridge.
It is also possible to leverage a subset of them with our Process Automation capability.
Process Automation is what you would leverage in your use case (to avoid writing code).
With process automation, you can define a trigger based on one of these topics, and specifying conditions (e.g. media type must be voice - or using whatever information available in the event schema of the topic you are interested to leverage).
When the condition is matched, Process Automation will start an Architect Workflow.
Within this Architect Workflow, you can do what you need to (based on actions available in an Architect Workflow). In your case, you could invoke a Data Action, using Call Data action, from a Web Services Data Actions integration (to call your webhook or else).
Currently, Process Automation triggers are configured via API only - the UI side is not available yet.
Regards,
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