Start or log voice call
POST/omnichannel/voice/calls
Initiates or logs a voice call as an omnichannel conversation on the voice channel. When the adapter supports outbound dialing, the call is started; otherwise the record serves as a log entry for calls handled by an external telephony provider.
Request
Request body
Content type application/json (required).
| Field | Type | Required | Description |
|---|---|---|---|
channel | string | Yes | Must be "voice". One of: |
subject | string | No | Optional call subject or caller number. Max length: 255 |
assigned_to | integer | No | ID of the agent to assign the call to. |
channel_profile_id | integer | No | ID of the voice channel profile to use for routing. |
priority | string | No | One of: |
Example
{
"channel": "voice",
"subject": "+1-555-0199 inbound",
"assigned_to": 5,
"channel_profile_id": 6,
"priority": "high"
}Responses
201 Voice call conversation created or logged
Content type application/json, object · OmnichannelConversationV1.
| Field | Type | Required | Description |
|---|---|---|---|
id | integer | No | Auto-incremented primary key. |
conversation_key | string | No | Unique external reference key (16 uppercase alphanumeric characters). Max length: 80 |
channel | string | No | The communication channel this conversation was initiated on. One of: |
subject | string, nullable | No | Short description or subject line for the conversation. |
status | string | No | Current lifecycle status of the conversation. One of: |
priority | string | No | Agent urgency priority level. One of: |
quality_status | string | No | AI/supervisor quality assessment of the conversation. One of: |
assigned_to | integer, nullable | No | ID of the agent user currently assigned to this conversation. |
channel_profile_id | integer, nullable | No | ID of the channel profile (queue/routing) this conversation belongs to. |
supervisor_user_id | integer, nullable | No | ID of the supervisor user overseeing this conversation. |
fallback_channel | string, nullable | No | Alternate channel to use if the primary channel becomes unavailable. One of: |
first_response_due_at | string (date-time), nullable | No | SLA deadline for the first agent response. |
escalation_at | string (date-time), nullable | No | Timestamp at which the conversation should be automatically escalated. |
waiting_since_at | string (date-time), nullable | No | Timestamp since the conversation last entered a waiting state. |
created_at | string (date-time) | No | |
updated_at | string (date-time) | No |
Example request
curl -X POST "https://{tenant}.faciotech.net/api/v1/omnichannel/voice/calls" \
-H "Accept: application/json" \
-H "Content-Type: application/json" \
-d '{"channel": "voice", "subject": "+1-555-0199 inbound", "assigned_to": 5, "channel_profile_id": 6, "priority": "high"}'