Calls

A Call is made:

• via calling a lead directly or receiving an incoming call (regular call)
• via the dialer using the power behavior (power dialer call)
• via the dialer using the predictive behavior (predictive dialer call)

This is exposed in the call_method field with values regular, power, or predictive.

Every call also has a disposition. The values can be:

• answered if the call was answered.
• no-answer if the call was not answered.
• vm-answer if a call was sent to voicemail, but the caller hung up without leaving a message (currently only applicable to incoming calls).
• vm-left if a voicemail was left on an incoming call or dropped on an outgoing call.
• busy if the call was not connected because the destination was busy.
• blocked if Close did not allow the call to take place, e.g. due to the number being invalid.
• error if an unexpected error occurred in Close or on our carrier’s side.
• abandoned if the call was abandoned. This can only happen with the predictive dialer if no sales rep is available for a connected call.

Calls that connected may be assigned a custom user-defined outcome that will be present in the outcome_id field. See Outcomes to learn more.

The cost of the call is in US cents and is a decimal number.

About note_html and note parameters:

Call notes can be created/updated using either parameter, but setting one will overwrite the other. If both are in the same request, note_html takes precedence.

• note_html is the preferred input. It supports rich-text content through a subset of HTML. Setting it will populate note with a plaintext representation, without guarantees about preserving formatting.
• note is for plaintext only. Setting it will populate note_html by escaping HTML code and replacing newlines with <br /> tags.

Call transcripts

Call recording and voicemail transcripts can be accessed using this API but are not loaded by default. To load transcripts, use the _fields parameter. The available field names are recording_transcript and voicemail_transcript.

Example transcript in response:

1
{
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  "recording_transcript": {
3
      "utterances": [
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          {
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              "speaker_label": "John Lead",
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              "speaker_side": "contact",
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              "start": 0.1,
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              "end": 1.2,
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              "text": "Hey, what's up? How is it going?"
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          },
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          {
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              "speaker_label": "Jane User",
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              "speaker_side": "close-user",
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              "start": 1.3,
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              "end": 2.4,
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              "text": "Hey John, I'm doing great. How about you?"
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          }
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      ],
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      "summary_text": "Summary text",
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      "summary_html": "<p>Summary text</p>"
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  }
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}