The Call object

The call object represents a phone call handled by the Voxity platform. Use this object to track and manage both incoming and outgoing calls.

{
  "id": "CAf5c514db0c0c6c85864883276c7de7be",
  "from": "[phone]",
  "to": "[phone]",
  "direction": "inbound",
  "duration": 4,
  "status": "completed",
  "createdAt": "2024-08-20T15:50:00Z",
  "updatedAt": "2024-08-20T15:50:00Z",
  "endedAt": "2024-08-20T15:54:00Z",
  "customerId": "ZvohVUmUXJ4ZpXFCTt2A",
  "metadata": {
    "conversation": [
       {
         "content": "Buenas tardes ... Soy Sara. Dime. ¿Cómo te puedo ayudar?",
         "role": "assistant",
         "highlights": []
       }
     ],
    "languages": ["es"],
    "sentiment": {
       "label": "neutral",
       "magnitude": 0.1,
       "score": 0.1
    },     
    "purpose": "Missed call",
    "topics": [
      {
        "id": "BpX07rdbtdwwHi8ApyIR",
        "topic": "Caller Does Not Speak",
        "confidenceScore": 1.0
      }
    ],
    "aiMessage": "Hola, una persona llamó para solicitar información ..."    
  }
}

Attributes

• id (string): A unique identifier for the call.

• from (string): The phone number from which the call originated.

• to (string): The destination phone number of the call. Example:

• direction (string): The direction of the call. Valid values are "inbound" or "outbound".

• duration (number): The duration of the call in seconds.

• status (string): The status of the call. Valid values include:

  • "queued": The call is waiting in a queue to be processed.

  • "ringing": The call is ringing the recipient.

  • "in-progress": The call is currently connected and ongoing.

  • "completed": The call has been successfully completed.

  • "busy": The recipient's line is busy.

  • "failed": The call attempt was unsuccessful.

  • "no-answer": The call was not answered by the recipient.

  • "canceled": The call was canceled before completion.

  • "blocked": The call was blocked by the recipient or system.

• createdAt (string,ISO 8601 Date-Time): The date and time when the call record was created.

• updatedAt (string,ISO 8601 Date-Time): The date and time when the call record was last updated.

• endedAt (string,ISO 8601 Date-Time): The date and time when the call ended.

• customerId (string): The ID of the customer who initiates or receives the call.

Metadata

The following fields are populated only after the [call.processed] event has occurred.

• metadata (object): Contains additional information about the call.

  • conversation (array): Include all the turns of the conversation.

    • content (string): The text of what was said in a turn.

    • role (string): The role of the speaker in the turn.

    • highlights (array): Any key points or highlights of the turn.

      • start (number): The starting character position of the highlight.

      • end (number): The ending character position of the highlight.

      • label (string): A descriptive label for the highlight. Valid values are: issue, info, action and other.

      • text (string): The content of the highlight.

  • languages (array): The languages spoken during the call.

  • sentiment (object): The sentiment analysis of the call.

    • label (string): The overall sentiment label. Possible values includes: neutral, positive and negative.

    • magnitude (number): The magnitude of the sentiment.

    • score (number): The sentiment score.

  • purpose (string): The identified purpose of the call.

  • topics (array): Topics identified during the call.

    • id (string): A unique identifier for the topic.

    • topic (string): The name of the topic.

    • confidenceScore (number): The confidence score for the identified topic.

  • aiMessage (string): An AI-generated message summarizing the caller's intent or key information from the conversation.