Call ended

Payload telli sends when a call reaches a terminal state

WEBHOOK call_ended

Example

{
  "event": "call_ended",
  "call": {
    "ended_reason": "contact-ended-call",
    "call_id": "b4a05730-2abc-4eb0-8066-2e4d23b53ba9",
    "loop_id": "ba99c99d-19b9-4a0d-8df6-3e213088989a",
    "attempt": 1,
    "from_number": "[phone]",
    "direction": "outbound",
    "to_number": "[phone]",
    "external_contact_id": "external-123",
    "contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
    "contact_details": {
      "company": "Art Studio Inc"
    },
    "contact_properties": [
      {
        "key": "industry",
        "value": "retail",
        "dataType": "string",
        "label": "Industry"
      }
    ],
    "agent_id": "d8931604-92ad-45cf-9071-d9cd2afbad0c",
    "triggered_at": 1731956924302,
    "triggered_at_iso": "2024-11-18T15:08:44.302Z",
    "started_at": 1731956932264,
    "started_at_iso": "2024-11-18T15:08:52.264Z",
    "ended_at": 1731957002078,
    "ended_at_iso": "2024-11-18T15:10:02.078Z",
    "call_length_min": 2,
    "call_length_sec": 69,
    "call_status": "COMPLETED",
    "state": "ended",
    "status": "connected",
    "follow_up": null,
    "transcript": "Agent: Hello...",
    "transcriptObject": [
      {
        "role": "agent",
        "content": "Hello..."
      },
      {
        "role": "user",
        "content": "Hi, I was hoping to book an appointment."
      },
      {
        "role": "agent",
        "toolActivity": "get_available_timeslots",
        "type": "function_call"
      },
      {
        "role": "agent",
        "content": "I can offer you Thursday at 13:15."
      }
    ],
    "call_analysis": {
      "appointment": {
        "value": true,
        "details": "2025-02-18T15:30:00Z"
      },
      "interest": {
        "value": true,
        "details": "The customer is interested in buying an ice cream machine"
      }
    },
    "call_outcome": {
      "custom_lost_reason": {
        "value": "PRODUCT_TOO_EXPENSIVE",
        "fieldSchema": {
          "type": [
            "string",
            "null"
          ],
          "enum": [
            "CUSTOMER_NOT_INTERESTED",
            "CUSTOMER_PREVIOUSLY_CONTACTED",
            "PRODUCT_TOO_EXPENSIVE"
          ]
        }
      }
    },
    "collected_data": {
      "email": {
        "status": "confirmed",
        "value": "[e-mail]"
      },
      "delivery_address": {
        "status": "confirmed",
        "value": "Rosenthaler Straße 51, 10178 Berlin, Germany",
        "latitude": 52.5253059,
        "longitude": 13.4043936
      }
    },
    "booked_slot_for": "2025-02-24T15:30:00Z",
    "recording_url": "https://example.com/recording.wav",
    "sip_status_code": 200,
    "sip_status": "OK",
    "transfer": null
  },
  "contact": {
    "contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
    "external_contact_id": "external-123",
    "external_url": null,
    "created_at": "2024-11-18T15:00:00.000Z",
    "gender": null,
    "first_name": "Frida",
    "last_name": "Kahlo",
    "phone_number": "[phone]",
    "in_call_since": null,
    "reached_at": "2024-11-18T15:08:52.264Z",
    "contact_details": {
      "company": "Art Studio Inc"
    },
    "call_attempts": 1,
    "next_call_at": null,
    "email": "[e-mail]",
    "timezone": "America/Los_Angeles",
    "salutation": "Ms.",
    "status": "reached",
    "properties": [
      {
        "key": "industry",
        "value": "retail",
        "dataType": "string",
        "label": "Industry"
      }
    ]
  }
}

Call outcome

Three fields describe what happened, and they are the ones to build on:

• state — where the call is in its lifecycle
• status — how it ended, once it has ended
• follow_up — the follow-up telli scheduled, if any

call_status is deprecated and will be removed. Use state, status, and follow_up instead.

The legacy field maps onto the new ones like this:

call_status	state	status	follow_up
INITIATED	queued	null	null
RINGING	ringing	null	null
IN_PROGRESS	in_progress	null	null
IN_PROGRESS	processing	null	null
COMPLETED	ended	connected	null
ANSWERED	ended	connected	set
NOT_REACHED	ended	not_connected	null
VOICEMAIL	ended	voicemail	null
ERROR	ended	failed	null

call_status is lossy in both directions: IN_PROGRESS cannot tell in_progress from processing, and COMPLETED and ANSWERED differ only by whether a follow-up was scheduled.

Analysis fields

The payload carries two kinds of analysis, and their shapes differ.

call_analysis holds telli’s built-in analysis. Every entry has a boolean value; entries that support supporting detail also carry details:

{
  "appointment": {
    "value": true,
    "details": "2025-02-18T15:30:00Z"
  }
}

call_outcome holds the custom analysis fields you configure in telli. Entries are keyed by field name and carry the extracted value plus the schema it was validated against:

{
  "custom_lost_reason": {
    "value": "PRODUCT_TOO_EXPENSIVE",
    "fieldSchema": {
      "type": ["string", "null"],
      "enum": ["CUSTOMER_NOT_INTERESTED", "CUSTOMER_PREVIOUSLY_CONTACTED", "PRODUCT_TOO_EXPENSIVE"]
    }
  }
}

A call_outcome entry may also include reason, explaining why the agent chose that value, and error when extraction failed.

Collected data

When the agent has Collect Data tasks, collected_data reports what was gathered and confirmed during the call:

{
  "email": {
    "status": "confirmed",
    "value": "[e-mail]"
  },
  "delivery_address": {
    "status": "confirmed",
    "value": "Rosenthaler Straße 51, 10178 Berlin, Germany",
    "latitude": 52.5253059,
    "longitude": 13.4043936
  },
  "case_number": {
    "status": "declined",
    "value": null
  }
}

Only confirmed entries carry a value you should trust. Address entries also include latitude and longitude when address validation produced coordinates; other task types omit these fields. When no Collect Data tasks are configured or none were triggered, collected_data is empty or null — handle both.

Recording

recording_url links to the audio of the call, or is null when recording is disabled or unavailable. The link expires 1 hour after the webhook is sent, so download the recording right away if you need to keep it.

Retry attempts

Automatic retries within one scheduled sequence share a loop_id, and attempt counts up within it. Scheduling the same contact again starts a new loop, so use contact_id to track a contact across sequences.

Body

application/json

event · string · required

Always call_ended.

Allowed value: "call_ended"

call · object · required

Show child attributes

contact · object · required

The contact as it stood after the call was processed.

Show child attributes

Response

2XX

Acknowledged. Return any 2xx within 15 seconds or the message is retried.