Events are all conversation and workflows executed through the agent.
These can be individual sessions between either agent and user or actions performed by the agent (like sending a text message or email, or API request). Events can be triggered fully separate from one another.
There are currently four event types:
- End Call Event
- API Event
This event is triggered when the agent is being called directly.
Use case Example: Virtual Agent handles incoming customer support queries, e.g. FAQs (opening hours, location, etc). In this case, the user is initiating the conversation with the VA.
Use Case Example: Virtual Agent engages with your customers by sending notifications and updates, e.g. confirmation messages, appointment changes, special deals, etc. Here, the VA initiates the conversation with the user.
The End Call event will be triggered automatically as soon as the main flow session ended, either when the agent terminated the call with the End Call node or when the user ended the conversation by hanging up the call.
Using the End Call event you can continue the interaction with your customers after the initial conversation was terminated
Use Case Example: Sending out a post-call survey to your user once they leave the conversation.
It is important to note, that the main inbound call event and the end call event have two different session IDs. This becomes relevant when we want to retrieve the audio URL and send it via SMS or Email.
To do that, we will need the session ID of the main inbound call event that holds the conversation stored in the
TRIGGERED_BY_SESSIONparameter. Add this parameter to the query parameters in the Webhook. In the response parameter at the bottom, you can add a new parameter that will store the audio URL.
The API event flow will be triggered by an incoming API call. This HTTP-event-based flow can be initialized at any time completely separate from the main flow from an API call platform such as Postman.
Use Case Example: A customer inquires about a certain product. The customer's database receives that information and uses this event to trigger an email with discount opportunities to the customer.
To initiate this event, click on the node, copy the endpoint and all other request parameters to your API platform of choice.