Developer Portal and APIs

Who should read this article: Administrators

Developers can use the Voiso APIs to support integration with CRMs and other platforms and services such as web applications and middleware.

Introduction

The Voiso Developer Portal documents how to use the Voiso APIs to enable your applications and CRMs to exchange information with your Voiso contact center.

API Overview

• API Portal Overview
• Base endpoint
• Authentication
• Error codes

User management

Retrieve details of all your contact center users and teams.

• List users
• List deleted users
• List teams

Click2Call

Manage outbound phone calls in your Voiso contact center from third-party applications such as a CRM and helpdesk.

• Start call
• Stop call

SMS

Send SMS through Voiso from third-party applications, such as a CRM.

• Send SMS
• SMS templates

WhatsApp Messaging

Send WhatsApp messages to contacts and list your contact center templates.

• Send WhatsApp messages
• List WhatsApp templates

Campaigns

Integrate campaign management into your business automation and rules.

• Add campaign contacts
• Update campaign contacts
• List campaign contacts

CDR

Query the Call Detail Records (CDR) for interaction-specific information.

• List CDRs

Balance

Request your current contact center balance information.

• Get balance

Agent Application

Query the current availability status of agents and wrap-up codes.

• List wrap-up codes
• Agent status

Inbound Routing

Manage inbound queues.

• List queues

Number management

Query the list of your inbound phone numbers.

• List numbers

Conversations

Query the CDR for the content of Digital Channels messages

• Get conversation messages

Scheduled Callbacks

Create a scheduled callback from a third-party application, such as a CRM, via the API. Agents are identified by their email in the agent field.

• Create scheduled callback

Webhooks

The Voiso webhooks enable real-time information delivery from Voiso to external applications. The Voiso Webhooks are designed to send notifications whenever events occur in your contact center, enabling you to create automated tasks tailored to your business needs.

• Webhooks overview

• Outbound call events

• Inbound call events

• Dialer call events

• Digital interaction events

• Speech Analytics events

Deprecated webhooks

• Call Notify (Call Answered): Voiso sends information about calls to your system to enable you to find contact records. For outbound calls, information is sent when the contact answers the call. For inbound calls, information is sent when an agent connects to the call.
• Call Outcome Logging: At the end of a call, Voiso sends call data to your system.

Data Transfer Services

The Voiso data transfer services are powered by Amazon Web Services (AWS). They use Simple Query Service (Amazon SQS) and Simple Storage Service (Amazon S3) for processing and storage.

Use the Voiso pre-built configuration to transfer your contact center data to your AWS instance automatically.

• Raw Data Streaming to SQS: Stream Call Detail Records (CDRs) to AWS for further processing.
• Security Log Streaming to SQS: Stream security event information to AWS for further processing.
• Call Recordings Replication to S3: Replicate your call recordings to AWS for storage and further processing.

Visit the Voiso Developer Portal to view the APIs here: https://developers.voiso.com

Visit the Authentication page for information about API authentication.

Integrating Omnichannel Agent Workspace into your applications

The Voiso Omnichannel Workspace provides a unified platform for agents to seamlessly manage customer interactions across various communication channels. You can integrate the Omnichannel Agent Workspace into your application using an iframe.

This guide will help you integrate the Voiso Omnichannel Agent Workspace into your CRM applications using Voiso's iframe, API, and webhook capabilities.