AIcall¶

{
    "id": "<string>",
    "customer_id": "<string>",
    "assistance_type": "<string>",
    "assistance_id": "<string>",
    "ai_engine_model": "<string>",
    "ai_tts_type": "<string>",
    "ai_tts_voice_id": "<string>",
    "ai_stt_type": "<string>",
    "ai_vad_config": {},
    "ai_smart_turn_enabled": "<boolean>",
    "parameter": {},
    "activeflow_id": "<string>",
    "reference_type": "<string>",
    "reference_id": "<string>",
    "confbridge_id": "<string>",
    "current_member_id": "<string>",
    "status": "<string>",
    "stt_language": "<string>",
    "metadata": {},
    "tm_end": "<string>",
    "tm_create": "<string>",
    "tm_update": "<string>",
    "tm_delete": "<string>"
}

id (UUID): The AI call’s unique identifier. Returned when creating via flow action or listing via GET /aicalls.
customer_id (UUID): The customer who owns this AI call. Obtained from the id field of GET /customers.
assistance_type (enum string): The type of AI assistance. See Assistance Type.
assistance_id (UUID): The ID of the AI configuration or team used for this call. Obtained from the id field of GET /ais or GET /ai-teams.
ai_engine_model (string): The LLM engine and model used (e.g., openai.gpt-5-mini, gemini.gemini-2.5-flash).
ai_tts_type (string): The text-to-speech provider type (e.g., openai, elevenlabs, deepgram, cartesia).
ai_tts_voice_id (string): The voice identifier used for text-to-speech output.
ai_stt_type (string): The speech-to-text provider type (e.g., deepgram, cartesia).
ai_vad_config (object): Voice Activity Detection configuration settings. May be null if using defaults.
ai_smart_turn_enabled (boolean): Whether smart turn-taking is enabled for natural conversation flow.
parameter (object): Additional key-value parameters passed to the AI engine.
activeflow_id (UUID): The ID of the active flow associated with this AI call. Obtained from the id field of GET /activeflows. Set to 00000000-0000-0000-0000-000000000000 if no active flow.
reference_type (enum string): The type of resource this AI call is attached to. See Reference Type.
reference_id (UUID): The ID of the referenced resource (call, conversation, or task).
confbridge_id (UUID): The conference bridge ID used for audio mixing. Obtained from the id field of GET /conferences.
current_member_id (UUID): The ID of the current member in the conference bridge.
status (enum string): The AI call’s current status. See Status.
stt_language (string): The BCP47 language code used for speech-to-text (e.g., en-US, ko-KR).
metadata (object): Generic key-value store attached to this AIcall. At call start time the key prompt_snapshots holds an array of PromptSnapshot objects (one per AI participant). Additional audit or operational data may appear under other keys in future releases.

PromptSnapshot fields:
- ai_id (string/UUID): ID of the AI configuration.
- prompt_history_id (string/UUID): ID of the ai_ai_prompt_histories entry in effect at call start. Zero UUID if no history entry exists yet.
- prompt (string): Final variable-substituted init_prompt as sent to the LLM.
- member_id (string/UUID): Team member UUID for team calls; zero UUID for single-AI calls.
When this AI call’s AI has one or more whitelisted MCP (Model Context Protocol) servers whose tools were resolved for it, metadata also carries an mcp_tool_status key summarizing that resolution: {"servers": <int>, "tools": <int>}, the distinct server count and total tool count. Server IDs, remote tool names, and input schemas are never included here – see MCP Server for what tool discovery stores and retains. The key is absent entirely when no MCP tools were resolved (team AI calls, or an AI with no usable whitelisted server).
tm_end (string, ISO 8601): Timestamp when the AI call ended.
tm_create (string, ISO 8601): Timestamp when this AI call was created.
tm_update (string, ISO 8601): Timestamp of the last update to this AI call.
tm_delete (string, ISO 8601): Timestamp when this AI call was deleted. Set to 9999-01-01 00:00:00.000000 if not deleted.

Assistance Type¶

All possible values for the assistance_type field:

Type	Description
ai	A single AI agent configuration
team	An AI team configuration with multiple agents

Reference Type¶

All possible values for the reference_type field:

Type	Description
call	The AI call is attached to a phone call
conversation	The AI call is attached to a chat conversation
task	The AI call is running as a background task
contact_case	The AI call is attached to a contact-manager Case (Insight AI / Case Insight Assistant)

Status¶

All possible values for the status field:

Status	Description
initiating	The AI call is being initialized
progressing	The AI call is active and processing
pausing	The AI call is being paused
resuming	The AI call is resuming from a paused state
terminating	The AI call is being terminated
terminated	The AI call has ended. Final state.

Example¶

{
    "id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "customer_id": "5e4a0680-804e-11ec-8477-2fea5968d85b",
    "assistance_type": "ai",
    "assistance_id": "b2c3d4e5-f6a7-8901-bcde-f12345678901",
    "ai_engine_model": "openai.gpt-5-mini",
    "ai_tts_type": "elevenlabs",
    "ai_tts_voice_id": "21m00Tcm4TlvDq8ikWAM",
    "ai_stt_type": "deepgram",
    "ai_vad_config": null,
    "ai_smart_turn_enabled": true,
    "parameter": {},
    "activeflow_id": "c3d4e5f6-a7b8-9012-cdef-123456789012",
    "reference_type": "call",
    "reference_id": "d4e5f6a7-b8c9-0123-defa-234567890123",
    "confbridge_id": "e5f6a7b8-c9d0-1234-efab-345678901234",
    "current_member_id": "f6a7b8c9-d0e1-2345-fabc-456789012345",
    "status": "progressing",
    "stt_language": "en-US",
    "tm_end": "9999-01-01T00:00:00.000000Z",
    "tm_create": "2024-03-01T10:00:00.000000Z",
    "tm_update": "2024-03-01T10:00:05.000000Z",
    "tm_delete": "9999-01-01T00:00:00.000000Z"
}

Service Agent Endpoint Behavior¶

POST /service_agents/aicalls: assistance_id is optional when assistance_type=ai and reference_type=contact_case — the customer’s own type=insight AI is resolved automatically. Returns 404 RESOURCE_NOT_FOUND if the customer has no Insight AI configured. Returns 403 PERMISSION_DENIED if, for reference_type=contact_case, reference_id does not belong to the caller’s own customer.

POST /service_agents/aimessages: may be rejected with a cooldown error if called again on the same aicall_id within a short window of the previous send (default 3 seconds).