anchorUse this reference

This 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

The 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.

Agent Login

agent:login

Resource Version: agent:1.0.0, agent:2.0.0

An event indicating that an Agent has logged in.

Agent Logout

agent:logout

Resource Version: agent:1.0.0, agent:2.0.0

An event indicating that an Agent has logged out.

Agent State Change

agent:state_change

Resource Version: agent:1.0.0

An event indicating that an Agent’s state has changed.

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.

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).

For agent-specific recovery queries, use Get Agent Activities.

anchorCaptures

The 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.

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:available if your integration already relies on the existing recording-ready webhook behavior.
• Subscribe to recording:available if you want an explicit recording-ready signal while preserving the same general payload shape as capture:available.
• Subscribe to transcription:available if 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:available and recording:available are 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:available keeps the existing payload shape
• recording:available adds the contactType and channelType fields

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.

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.

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.

For capture recovery, consult Search and List Captures.

anchorTasks

The 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.

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.

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.

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.

Task Connected

task:connected

Resource Version: task:1.0.0

An event indicating that a task has been successfully accepted by the Agent.

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.

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.

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.

Task Failed

task:failed

Resource Version: task:1.0.0

An event indicating that a task operation has failed in the contact center.

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.

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.

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.

Task New

task:new

Resource Version: task:1.0.0

An event indicating that a task is formed.

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.

Task Paused

task:paused

Resource Version: task:1.0.0

An event indicating that a task has been paused.

Task Resumed

task:resumed

Resource Version: task:1.0.0

An event indicating that a paused task has been resumed.

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.

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.

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

anchorFlows

The 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.

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.

anchorInterpret payloads

Every 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.