Getting Started
Event reference
Find Webex Contact Center webhook event types, resource versions, and event-specific payload fields.
anchorUse this reference
anchorThis catalog covers Contact Center agent, capture, task, and flow events. See registration for subscriptions and receiving events for the envelope and signatures. Messaging, Meetings, Calling, and platform events have a separate reference.
Each resource table lists the resource, event, trigger, and resource versions. Select an event to find its data fields, types, and examples. Copy event identifiers, field names, and resource versions exactly as shown.
For use cases, delivery guarantees, reconciliation, ordering, and deduplication, see delivery, ordering, and reconciliation.
anchorAgents
anchorThe agent resource encapsulates the entities which handle the tasks through interactions with customers. An agent can be either a human or bot, and can be either the entity directly handling the task, or an assisting entity i.e. a supervisor. Agents are summarized by the groups they belong to (organization and team), details for the tasks they handle, and their overall availability. For recovery queries, consult Get Agent Activities for supported query windows.
| Resource | Event | Trigger | Resource version |
|---|---|---|---|
agent | agent:login | An Agent has logged in. | agent:1.0.0, agent:2.0.0 |
agent | agent:logout | An Agent has logged out. | agent:1.0.0, agent:2.0.0 |
agent | agent:state_change | An Agent’s state has changed. | agent:1.0.0 |
agent | agent:channel_state_change | An agent's state changed at the channel level. | agent:2.0.0 |
agent | agent:channelType_state_change | An agent's state changed for a specific channel type. | agent:2.0.0 |
Agent Login
agent:login
Resource Version: agent:1.0.0, agent:2.0.0
An event indicating that an Agent has logged in.
| Field | Type | Description | Example |
|---|---|---|---|
agentId | string | The ID associated with the agent who logged in. | "8e18afd-db79-449b-b4f5-ae4f1d49f45e" |
destination | string | The phone number that is associated with the agent. | "31476521" |
profileType | string | The multimedia profile type of the agent. Can be Blended, Blended Real-time, or Exclusive. | "BLENDED" |
idleCodeId | string | The idle code of the agent when logged in. | "5" |
currentState | string | The current state that the agent is in. | "Idle" |
createdTime | integer | The time that the login event occurred in epoch milliseconds. | 160269666391 |
teamId | string | The ID associated with an agent’s team. | "3ce57020-dfd7-47fd-91a1-2783bf4a08e5" |
Agent Logout
agent:logout
Resource Version: agent:1.0.0, agent:2.0.0
An event indicating that an Agent has logged out.
| Field | Type | Description | Example |
|---|---|---|---|
agentId | string | The ID associated with the agent who logged out. | "8e18afd-db79-449b-b4f5-ee4f14d9f45e" |
currentState | string | The current state that the agent is in. | "logged-out" |
loggedOutBy | string | The mechanism used to log the agent out. | "SELF" |
createdTime | integer | The time that the logout event occurred in epoch milliseconds. | 160269666391 |
Agent State Change
agent:state_change
Resource Version: agent:1.0.0
An event indicating that an Agent’s state has changed.
| Field | Type | Description | Example |
|---|---|---|---|
agentId | string | The ID associated with the agent who is handling the contact. | "8e18afd-db79-449b-b4f5-ee4f14d9f45e" |
currentState | string | The current state of the agent. Can be idle, available, ringing, not-responding, connected, on-hold, hold-done, consulting, conferencing, consult-done, wrapup, wrapup-done. | "idle" |
destination | string | The phone number that is associated with the agent. | "9900163437" |
queueId | string | The ID associated with an agent queue. | "AXlp8E3f-KJXJ6KOPIK" |
taskId | string | The ID associated with a specific interaction. | "40fa44a7-b640-4b72-a8cd-5a0502ab2e81" |
createdTime | integer | The time that the state_change event occurred in epoch milliseconds. | 160269666391 |
idleCodeId | string | The idle code of the agent when currentState is idle. | "2651" |
connectedChannels | string[] | List of channels that agent is currently handling. | ["4fae000e-f460-4b5c-8b05-02f7fb5a8061", "4fae000e-fabb-4"] |
wrapUpAuxCodeId | string | The wrapup code the agent selects when ending a task. | "3183" |
teamId | string | The ID associated with an agent’s team. | "3ce57020-dfd7-47fd-91a1-2783bf4a08e5" |
Agent Channel State Change
agent:channel_state_change
Resource Version: agent:2.0.0
This event indicates that an agent's state has changed at the channel level. It is available under resource version agent:2.0.0.
| Field | Type | Description | Example |
|---|---|---|---|
agentId | string | The ID associated with the agent who is handling the contact. | "8e18afd-db79-449b-b4f5-ee4f14d9f45e" |
agentCiUserId | string | The CI user ID associated with the agent. | "68b1a6bd-1d3e-4cdb-9cb2-1ecd9faaf53d" |
currentState | string | The current state of the agent. Can be idle, available, ringing, not-responding, connected, on-hold, hold-done, consulting, conferencing, consult-done, conference-done, wrapup, wrapup-done. | "idle" |
channelId | string | The ID of the channel associated with the agent. | "bc7eedd6-42c6-45c5-9c94-2d34123317e6" |
channelType | string | The type of channel associated with the agent. | "telephony" |
destination | string | The phone number that is associated with the agent. | "9900163437" |
queueId | string | The ID associated with an agent queue. | "AXlp8E3f-KJXJ6KOPIK" |
taskId | string | The ID associated with a specific interaction. | "40fa44a7-b640-4b72-a8cd-5a0502ab2e81" |
createdTime | integer | The time that the state_change event occurred in epoch milliseconds. | 160269666391 |
idleCodeId | string | The idle code of the agent when currentState is idle. | "2651" |
wrapUpAuxCodeId | string | The wrapup code the agent selects when ending a task. | "3183" |
teamId | string | The ID associated with an agent's team. | "3ce57020-dfd7-47fd-91a1-2783bf4a08e5" |
Agent ChannelType State Change
agent:channelType_state_change
Resource Version: agent:2.0.0
An event indicating that an Agent's state has changed for a specific channel type. This event is fired when an agent's availability or engagement state transitions within a particular media channel (e.g., telephony, chat, email, or social).
| Field | Type | Description | Example |
|---|---|---|---|
agentId | string | The ID associated with the agent whose channel type state has changed. | "11bafc46-ae09-4ddf-bf0b-26d24e924f9f" |
agentCiUserId | string | The CI user ID associated with the agent. | "68b1a6bd-1d3e-4cdb-9cb2-1ecd9faaf53d" |
currentState | string | The current state of the agent for the given channel type. Valid agent states are: Available — The agent is available in this channel type and can accept a contact. Idle — The agent is currently logged in but not available in this channel type and cannot take contacts. This would be shown on the desktop by the Aux code selected (e.g., lunch). Engaged — The agent is actively working on one or more contacts in this channel type. EngagedOther — The agent is engaged with a channel type that, due to "Exclusive" or "Blended Realtime" multimedia profile settings, prevents them from accepting a contact in this channel type. For example, if an agent with an Exclusive profile is engaged on an email, they would be "EngagedOther" in Voice, Chat, and Social. Similarly, with a Blended Realtime profile, if the agent is engaged on a Chat contact, they would be "EngagedOther" in the Voice channel type. WrapUp — The agent is currently performing wrap-up work on a contact and will transition to Available at conclusion if not working on another contact in that channel type. Reserved — The agent has been selected by routing and is in the process of being invited (inbound or outbound). This state is typically short-lived. For cases where a campaign agent is reserved with a reservation call, their state will be Reserved in the voice channel as opposed to Engaged. LoggedOut — Although technically not a managed agent state, this indicates the agent is not logged into the system. | "Available" |
channelType | string | The channel type of the agent for which the state change applies. Can be set to telephony, social, email, or chat. A separate agent:channelType_state_change event is sent per channel type. In the event that the agent is setting more than one channel type state at once, multiple state change events are sent — one per channel type. | "social" |
pendingIdleState | boolean | Indicates whether the agent has a pending idle state. The value is determined by the following conditions: first, the agent's sub_status must be set to idle (the agent has indicated they want to go idle). If not, pendingIdleState is false. Next, the agent's state in the current channel must not yet be idle (e.g., the agent is still Engaged or in WrapUp). If the agent's state in the channel is already idle, pendingIdleState is false. Finally, if not all channels in the channelType are idle, then pendingIdleState is true — otherwise it is false. When true, the agent is currently working or wrapping up one or more contacts and will transition to Idle at the conclusion. No further contacts will be given to them in that channel type. On the desktop, the output will reflect the selected Aux code (e.g., "Pending Coffee-Break"). Note: In non-voice channels, it is possible to directly set the agent state to Idle although one or more channels are active in a media type. | false |
idleCodeName | string | The name of the idle (auxiliary) code selected by the agent. This field is populated when the agent's current state is Idle, or when pendingIdleState is true (the agent has selected an idle code but has not yet transitioned). Examples include "Meeting", "Lunch", or "Break". | "Meeting" |
teamId | string | The ID associated with an agent's team. | "088ca4da-085c-4563-9b71-d430721f0354" |
createdTime | integer | The time that the channelType_state_change event occurred, in epoch milliseconds. | 1768319367741 |
For agent-specific recovery queries, use Get Agent Activities.
anchorCaptures
anchorThe Capture resource is a snippet of media. Specifically, Captures are the recorded pieces of media produced from a Task. Supported channels are Voice, Chat, Email & Social (as applicable for the solution). There can be one or many Captures for any given Task. Captures are accessible for both open (voice only) and closed Tasks (all channels). Requires one of the following scopes cjp:config_read, cjp-analyzer:read.
| Resource | Event | Trigger | Resource version |
|---|---|---|---|
capture | capture:available | The recording for a call is available after the call has ended. | capture:1.0.0 |
recording | recording:available | A recording is available for an interaction. | recording:1.0.0 |
transcription | transcription:available | A transcript is available for an interaction. | transcription:1.0.0 |
The existing capture:available webhook remains backward-compatible and continues to indicate recording availability. In addition, explicit recording:available and transcription:available webhook events are available for integrations that want separate recording and transcript readiness signals.
Use these events as follows:
- Subscribe to
capture:availableif your integration already relies on the existing recording-ready webhook behavior. - Subscribe to
recording:availableif you want an explicit recording-ready signal while preserving the same general payload shape ascapture:available. - Subscribe to
transcription:availableif you want an explicit transcript-ready signal. - Subscribe to more than one of these events if your integration needs both recording and transcript readiness.
When the beta additive events are enabled for your organization for voice interactions:
capture:availableandrecording:availableare both delivered for recording readiness- the two events fan out from the same internal recording-available signal and therefore share the same event
id capture:availablekeeps the existing payload shaperecording:availableadds thecontactTypeandchannelTypefields
For transcript availability, integrations should use transcription:available for both voice and digital interactions. Its payload includes the contactType and channelType fields. Digital interactions do not emit recording-oriented webhook events for transcript readiness.
Capture Available
capture:available
Resource Version: capture:1.0.0
An event indicating that the recording for a call is available after the call has ended.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The task ID associated with the capture. | "8e18afdf-db79-449b-b4f5-ee4f14d9f45e" |
filePath | string | The file path of the recording. | "https://api.wxcc-us1.cisco.com/v1/captures/query" |
createdTime | integer | The time that the capture event occurred in epoch milliseconds. | 160266966391 |
Recording Available
recording:available
Resource Version: recording:1.0.0
An event indicating that the recording for an interaction is available. This event is additive to capture:available and uses the same general payload structure with additional contactType and channelType fields.
When the beta additive events are enabled for your organization, a recording-ready voice interaction emits both capture:available and recording:available. These two events share the same event id because they fan out from the same internal recording-ready signal.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The task ID associated with the recording. | "e7506dab-4430-4d1b-8834-e994c9862eed" |
filePath | string | The Captures API path that the integration should use to retrieve the available recording details for the task. | "https://api.wxcc-us1.cisco.com/v1/captures/query" |
contactType | string | The media family for which the recording is available. | "telephony" |
channelType | string | The channel type for which the recording is available. | "telephony" |
createdTime | integer | The time that the recording event occurred in epoch milliseconds. | 1781593896741 |
Transcription Available
transcription:available
Resource Version: transcription:1.0.0
An event indicating that the transcript for an interaction is available. This event is additive and does not change the existing meaning of capture:available.
For voice and digital interactions, more than one transcription:available event can be delivered if more than one transcript artifact becomes available for the same task.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The task ID associated with the transcript. | "e7506dab-4430-4d1b-8834-e994c9862eed" |
filePath | string | The Captures API path that the integration should use to retrieve the available transcript details for the task. | "https://api.wxcc-us1.cisco.com/v1/captures/query" |
contactType | string | The media family for which the transcript is available. This is telephony for voice transcripts and can be a digital channel family or admin-configured digital channel value for digital transcripts. | "telephony" |
channelType | string | Indicates the channel type of a task. | "telephony", "chat", "email", "social", "customMessaging" |
createdTime | integer | The time that the transcript event occurred in epoch milliseconds. | 1781594954447 |
For capture recovery, consult Search and List Captures.
anchorTasks
anchorThe task resource represents a request or demand for work from agents. Concretely, a telephony task is an incoming call. Tasks are not considered complete until all parties have wrapped up, i.e., the customer has terminated communication and the agent has completed any summary/“wrap-up” work. Tasks are most commonly initiated by the customer (inbound), but can also be initiated by an agent (outbound). Presently, Task APIs are supported for telephony media only.
| Resource | Event | Trigger | Resource version |
|---|---|---|---|
task | task:conference-done | A conference with another Agent and Customer is completed. However, the task is still in progress with the Customer. | task:1.0.0 |
task | task:conferencing | A task is being conferenced with another Agent as well as the Customer. | task:1.0.0 |
task | task:connect | A task is routed to an agent, and the agent has yet to accept the work. | task:1.0.0 |
task | task:connected | A task has been successfully accepted by the Agent. | task:1.0.0 |
task | task:consult-done | A consult with another Agent is completed, while the Customer is currently on hold. | task:1.0.0 |
task | task:consulting | A task is being consulted with another Agent, while the Customer is currently on hold. | task:1.0.0 |
task | task:ended | A task has ended either by the Agent or by the Customer. | task:1.0.0 |
task | task:failed | A task operation has failed in the contact center. | task:1.0.0 |
task-message | task-message:appended | An inbound message was appended to the task's conversation. | task-message:1.0.0 |
task-message | task-message:append-failed | An inbound message could not be appended to the task's conversation. | task-message:1.0.0 |
task | task:hold-done | A task is currently resumed by the Agent. | task:1.0.0 |
task | task:new | A task is formed. | task:1.0.0 |
task | task:on-hold | A task is currently on hold since the Agent has placed the Customer on hold. | task:1.0.0 |
task | task:paused | A task has been paused. | task:1.0.0 |
task | task:resumed | A paused task has been resumed. | task:1.0.0 |
task | task:parked | A task is queued because no agents are currently available to handle the task. | task:1.0.0 |
task | task:conference-transferred | A conference is transferred from one Agent to Another Agent. However, the task is still in progress with the Customer. | task:1.0.0 |
task | task:origin-updated | A task is updated with a new caller origin | task:1.0.0 |
Task Conference Done
task:conference-done
Resource Version: task:1.0.0
An event indicating that a conference with another Agent and Customer is completed. However, the task is still in progress with the Customer.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
Task Conferencing
task:conferencing
Resource Version: task:1.0.0
An event indicating that a task is being conferenced with another Agent as well as the Customer.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Connect
task:connect
Resource Version: task:1.0.0
An event indicating that a task is routed to an agent, and the agent has yet to accept the work.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Connected
task:connected
Resource Version: task:1.0.0
An event indicating that a task has been successfully accepted by the Agent.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Consult Done
task:consult-done
Resource Version: task:1.0.0
An event indicating that a consult with another Agent is completed, while the Customer is currently on hold.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Consulting
task:consulting
Resource Version: task:1.0.0
An event indicating that a task is being consulted with another Agent, while the Customer is currently on hold.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Ended
task:ended
Resource Version: task:1.0.0
An event indicating that a task has ended either by the Agent or by the Customer.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social|customMessaging" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
terminatingParty | string | Indicates which party ended the task. Can be an Agent or a Customer. | "Customer|Agent" |
reason | string | Indicates the cause for a task to end. | "Agent left|Customer left" |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Failed
task:failed
Resource Version: task:1.0.0
An event indicating that a task operation has failed in the contact center.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with the task operation. Use this value for correlation with related task operations and events. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string, optional | Customer endpoint address. For telephony, this is the phone number. For email, this is the email address. For social, this is the customer's social identifier. For customMessaging, this is the customer identifier from the external messaging channel. | "customer@example.com" |
destination | string, optional | Customer care endpoint address. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. For customMessaging, this is the business address configured on the Custom Messaging asset. | "support@channel.biz" |
direction | string, optional | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string, optional | The media type of the task. | "chat|email|social|workitem|customMessaging" |
mediaMgr | string | The name of the media manager responsible for handling the task. | "digitalmm" |
mediaChannel | string, optional | The specific media channel within the media type. | "facebook" |
mediaResourceId | string, optional | The media resource identifier associated with the task, if applicable. | "e2f3a4b5-c6d7-8e9f-0a1b-2c3d4e5f6789" |
fcScriptId | string, optional | The entry point ID associated with the task's flow control script. | "AXCLfX19Id7K1N9hMlfR" |
reason | string, optional | Partner-visible failure reason. Treat this as a representative runtime value, not as an exhaustive list. | "CONVERSATION_ALREADY_OPEN" |
errorMessage | string, optional | Human-readable error message returned for the failure. This should be treated as representative and may vary by failure path. | "Conversation is already open with task id ab4ea619-a1ad-33a3-aed9-c2563a9bd6cc" |
failureType | string, optional | Failure state published for the task. | "failed" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Message Appended
task-message:appended
Resource Version: task-message:1.0.0
An event indicating that an inbound message has been successfully appended to a task's conversation. This section documents the subscription webhook for inbound task-message flows. Outbound asset-configured partner webhooks are documented separately in the Bring Your Own Custom Messaging Channel guide.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with the task to which the message was appended. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
direction | string, optional | Direction of the overall task. | "INBOUND" |
messageDirection | string | Direction of the appended message. For this subscription webhook, the common value is INBOUND. | "INBOUND" |
channelType | string, optional | The channel type of the task. | "customMessaging" |
channel | string, optional | Configured channel name for the task when available. | "my-custom-channel" |
origin | string, optional | Customer identifier associated with the task when available. | "customer@example.com" |
destination | string, optional | Business address associated with the task when available. | "support@channel.biz" |
createdTime | integer, optional | Message creation time in epoch milliseconds. | 1780295173809 |
eventDetails | string, optional | Partner-visible status details for successful append processing. | "Appended Message to chat successfully." |
channelParams | object, optional | Appended message payload. This typically includes the message type, nested message aliasId, text, optional attachments, and timestamp. | Custom Messaging message payload |
reason | string, optional | Usually null for success payloads. | null |
errorMessage | string, optional | Usually null for success payloads. | null |
Task Message Append Failed
task-message:append-failed
Resource Version: task-message:1.0.0
An event indicating that an inbound message failed to be appended to a task's conversation. This event applies to inbound subscription webhook flows only.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with the task for which the append operation failed. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
direction | string, optional | Direction of the overall task when the task context is available. | "INBOUND" |
messageDirection | string | Direction of the message that failed to append. | "INBOUND" |
channelType | string, optional | The channel type of the task when available. | "customMessaging" |
channel | string, optional | Configured channel name when available. | "my-custom-channel" |
origin | string, optional | Customer identifier when available. | "customer@example.com" |
destination | string, optional | Business address when available. | "support@channel.biz" |
createdTime | integer, optional | Message creation time in epoch milliseconds when available. | 1780300207453 |
channelParams | object, optional | Message payload when available. This may be absent in some failure paths. | Custom Messaging message payload |
reason | string, optional | Partner-visible failure reason. Treat documented values as representative, not exhaustive. | "INVALID_CONTENT" |
errorMessage | string, optional | Human-readable failure detail. | "The maximum number of attachments allowed is 1." |
Common inbound append failure categories include NOT_FOUND, INVALID_CONTENT, and INTERNAL_ERROR.
Task Hold Done
task:hold-done
Resource Version: task:1.0.0
An event indicating that a task is currently resumed by the Agent.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task New
task:new
Resource Version: task:1.0.0
An event indicating that a task is formed.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social|customMessaging" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task On Hold
task:on-hold
Resource Version: task:1.0.0
An event indicating that a task is currently on hold since the Agent has placed the Customer on hold.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O14n5KIbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
Task Paused
task:paused
Resource Version: task:1.0.0
An event indicating that a task has been paused.
| Field | Type | Description | Example |
|---|---|---|---|
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 1782143191122 |
taskId | string | The ID associated with the task. | "c6563fda-38a7-48f8-b4d7-dffc30f0623b" |
channelType | string | The channel type of the task. | "email" |
direction | string | Indicates which party initiated the task. | "INBOUND" |
origin | string | Customer endpoint address. | "customer@example.com" |
destination | string | Customer care endpoint address. | "support@channel.biz" |
queueId | string | The ID associated with the agent queue. | "AXlp8E3f-KJXJ6KOPIK" |
agentId | string | The ID associated with the Agent handling the task. | "153794be-5d22-406d-8b01-fc2753ed5e8a" |
Task Resumed
task:resumed
Resource Version: task:1.0.0
An event indicating that a paused task has been resumed.
| Field | Type | Description | Example |
|---|---|---|---|
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 1782143191144 |
taskId | string | The ID associated with the task. | "c6563fda-38a7-48f8-b4d7-dffc30f0623c" |
channelType | string | The channel type of the task. | "email" |
direction | string | Indicates which party initiated the task. | "INBOUND" |
origin | string | Customer endpoint address. | "customer@example.com" |
destination | string | Customer care endpoint address. | "support@channel.biz" |
queueId | string | The ID associated with the agent queue. | "AXlp8E3f-KJXJ6KOPIK" |
agentId | string | The ID associated with the Agent handling the task. | "153794be-5d22-406d-8b01-fc2753ed5e8a" |
Task Parked
task:parked
Resource Version: task:1.0.0
An event indicating that a task is queued because no agents are currently available to handle the task.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1OI4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 1602696696391 |
Task Conference Transferred
task:conference-transferred
Resource Version: task:1.0.0
An event indicating that a conference is transferred from one Agent to Another Agent. However, the task is still in progress with the Customer.
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
outboundType | string | Indicates if the outbound task was an autodial, campaign, or callback. | null |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1OI4n5kITbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 1602696696391 |
Task Origin Updated
task:origin-updated
Resource Version: task:1.0.0
An event indicating that a task is updated with a new caller origin
| Field | Type | Description | Example |
|---|---|---|---|
taskId | string | The ID associated with a specific interaction. | "888b688e-b74e-4fa6-8260-1e8d0a3523a" |
origin | string | Customer’s channel-specific identifier. For telephony, this is the phone number. For email and chat, this is the email address. | "1+9****8095" |
destination | string | Destination the customer contacted. For telephony, this is the number the customer called. For chat, this is the chat template name where the chat takes place. For email, it is the email address contacted. | "1+5****2001" |
direction | string | Indicates which party initiated the Task. If "INBOUND", it was initiated by the customer. If "OUTBOUND", it was initiated by the system or an agent. | "INBOUND" |
channelType | string | Indicates the channel type of a task. | "telephony|chat|email|social" |
queueId | string | The ID associated with an agent queue. | "AXbm0MeV1O14n5KIbT6" |
createdTime | integer | The time at which the event occurred in epoch milliseconds. | 160269663691 |
anchorFlows
anchorThe flow resource represents a published Webex Contact Center Flow Designer execution. A flow defines the routing and orchestration logic that runs for a customer interaction, including IVR prompts, queueing decisions, data dips, virtual agent steps, event handling, and downstream routing actions.
| Resource | Event | Trigger | Resource version |
|---|---|---|---|
flow | flow:error | A Flow Designer flow encountered an error during execution. | flow:1.0.0 |
Flow webhooks provide observability events for flow execution outcomes. The flow:error webhook is sent when a flow encounters an error during execution. This event is designed for failure scenarios and helps administrators and developers monitor failed flow executions, investigate issues faster, and take action when a flow fails.
The flow:error webhook delivers targeted error observability data that can be sent to platforms such as Splunk or other third-party analytics and observability solutions. It is not intended to stream all flow debug or execution data. Use this webhook to monitor actionable flow failures in near real time and to trigger downstream alerting, investigation, or automation workflows.
Customers can manage HTTPS webhook collector URLs in Developer Portal > Webhooks to support secure delivery of flow error events to external observability platforms.
Flow Error
flow:error
Resource Version: flow:1.0.0
An event indicating that a Flow Designer flow encountered an error during execution.
Use this event to observe failed flow executions, correlate failures to affected interactions, and route failure details into external observability tools. This event is emitted only for flow failure scenarios and does not include complete flow debug traces or all activity-level execution data.
| Field | Type | Description | Example |
|---|---|---|---|
interactionId | string | The ID associated with the interaction in which the flow error occurred. | "44af0d2a-2ef4-4049-a402-e41939d72f4d" |
flowId | string | The ID associated with the flow that encountered the error. | "684a72233daf36734cb5c499" |
flowVersionId | string | The ID associated with the published flow version that was executing when the error occurred. | "68510a9f3daf36734cb5c72b" |
tagName | string | The flow tag associated with the executing flow version. | "Latest" |
activityName | string | The name of the Flow Designer activity where the error occurred. | "GetQueueInfo_hdt" |
startTime | integer | The time at which the failed activity started, in epoch milliseconds. | 1750855852249 |
endTime | integer | The time at which the failed activity ended, in epoch milliseconds. | 1750855852376 |
status | string | The flow execution status for this event. | "error" |
statusDescription | string | The description or reason associated with the error status. | "INSUFFICIENT_DATA" |
debugUrl | string | The URL that can be used to open the failed interaction in Flow Designer debug mode. | "https://flow-control.prodjp1.ciscoccservice.com/flow/{flowId}/debug/{interactionId}?orgId={orgId}&version={flowVersionId}" |
createdTime | integer | The time at which the flow error event was created, in epoch milliseconds. | 1750855852391 |
anchorInterpret payloads
anchorEvery event uses the common Contact Center webhook envelope. Its type is the event identifier shown above, such as agent:login or task:connected. The field tables describe the contents of data.
Field types, optional markers, and examples are event-specific. Preserve field names, casing, and timestamp units. Do not infer a shared payload schema or required fields from another event's example.
See the receiver guide for signature verification and delivery acknowledgements.