Agent Copilot: wrap-up notes webhook (public beta)

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Public Beta

Agent Copilot is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.

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Not a HIPAA Eligible Service or PCI Compliant

Agent Copilot is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex workflows that are subject to HIPAA or PCI. However, we offer mitigation tools such as PII redaction. To learn more, see AI data use.

Overview

You can use a webhook so that notes flow from Flex to your own system, like a CRM or database. When a note is created and an agent clicks Complete, Twilio sends your web application an HTTP request to the URL you specify.

To learn more about Agent Copilot, see Agent Copilot for administrators.

Add a webhook URL

In Twilio Console, go to Flex > AI features > Agent Copilot.
Under Wrap-up notes, click Manage auto-generation service.
Under Wrap-up notes webhook URL, enter your URL where you'd like data sent.
Select your preferred method: HTTP POST or HTTP GET. Regardless of the request method, Twilio sends the same request headers and payload to your webhook URL.
Click Save.
To receive data, make sure to validate the request against the signature.

To learn more about testing your configuration, see Getting Started with Twilio Webhooks.

Note events

The webhook will trigger when either of the following events occurs:

Event	Description
`note_created`	Triggers when you create a note. This includes when the note is auto-generated, or if an agent chooses to enter a note instead.
`note_updated`	Triggers when an agent clicks Complete. The event payload includes any updates or edits to the auto-generated note.

`note_created` event

When you create a note in Flex, Flex sends this payload.

Example note created event response

1{
2    "sid": "KQxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
3    "event_type": "note_created",
4    "instance_sid": "GOxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
5    "interaction_sid": "KDxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
6    "channel_sid": "UOxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
7    "participant_sid": "UTxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
8    "profile_connect_sid": "YIxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
9    "summary": null,
10    "sentiment": null,
11    "disposition_code_sid": null,
12    "generated_summary": "The customer requested a return for a shoe.",
13    "detected_language": "en-US",
14    "generated_sentiment": "neutral",
15    "generated_disposition_code_sid": null,
16    "codes": {
17      "generated": [
18        {
19          "disposition_code": "DC Name",
20          "topic_path": "Topic 1|Sub Topic 2"
21        }
22      ],
23      "selected": [
24        {
25          "disposition_code": "DC Name",
26          "topic_path": "Topic 1|Sub Topic 2"
27        }
28      ]
29    },
30    "type": "wrapup",
31    "date_created": "2024-01-17T21:09:00Z",
32    "date_updated": "2024-01-17T21:09:00Z",
33    "version": 1,
34    "context": {
35        "task_sid": "WTxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx"
36    }
37}

`note_updated` event

When an agent edits or updates a note in Flex, Flex sends this payload.

Example note updated event response

1{
2    "sid": "KQxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
3    "event_type": "note_updated",
4    "instance_sid": "GOxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
5    "interaction_sid": "KDxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
6    "channel_sid": "UOxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
7    "participant_sid": "UTxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
8    "profile_connect_sid": "YIxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx",
9    "summary": "test1",
10    "sentiment": "positive",
11    "disposition_code_sid": null,
12    "generated_summary": "The customer requested a return for a shoe.",
13    "detected_language": "en-US",
14    "generated_sentiment": "neutral",
15    "generated_disposition_code_sid": null,
16    "codes": {
17      "generated": [
18        {
19          "disposition_code": "DC Name",
20          "topic_path": "Topic 1|Sub Topic 2"
21        }
22      ],
23      "selected": [
24        {
25          "disposition_code": "DC Name",
26          "topic_path": "Topic 1|Sub Topic 1"
27        }
28      ]
29    },
30    "type": "wrapup",
31    "date_created": "2024-01-17T21:09:42Z",
32    "date_updated": "2024-01-17T21:09:00Z",
33    "version": 2,
34    "context": {
35        "task_sid": "WTxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx"
36    }
37}

Properties

Property	Necessity	Description	Accepted values	Char Limit
`sid`	Required	The unique identifier applied to the note.
`event_type`	Required	The type of action that triggered this webhook event.	`note_created`,`note_updated`
`instance_sid`	Required	The unique identifier applied to the Flex instance.
`channel_sid`	Required	The unique identifier applied to the interaction channel.
`participant_sid`	Optional	The unique identifier applied to the agent who creates the note.
`profile_connect_sid`	Optional	The unique identifier applied to the customer profile.
`summary`	Optional	A summary generated of the note content.		3000
`sentiment`	Optional	The customer sentiment generated and associated with the channel.	`Positive`,`Neutral`,`Negative`
`disposition_code_sid`	Optional	The unique identifier of the disposition code resource generated and associated with the outcome of a channel.
`generated_summary`	Required	The summary that the large language model (LLM) generated.
`detected_language`	Required	The supported language that the LLM detected.	`en-US`,`es-MX`,`pt-BR`
`generated_sentiment`	Required	The customer sentiment that the LLM generated then associated with the channel.	`Positive`,`Neutral`,`Negative`
`generated_disposition_code_sid`	Required	The unique identifier of a disposition code resource that the LLM generated then associated with the outcome of a channel.
`codes.generated.disposition_code`	Required	The generated disposition codesapplied to the note.
`codes.generated.topic_path`	Required	The topic path for the note represented as a combined string of topic and subtopic separated with a pipe character (`\|`).
`codes.selected.disposition_code`	Required	The chosen disposition code applied to the note.
`codes.selected.topic_path`	Required	The topic path for the note represented as a combined string of topic and subtopic separated with a pipe character (`\|`).
`type`	Required	The type defined for the note.	`wrapup`
`date_created`	Required	Timestamp when the note got created in the ISO8601 format.
`date_updated`	Required	Timestamp when the note got modified in the ISO8601 format.
`version`	Required	The version of the wrap-up note resource.
`context.task_sid`	Required	The unique identifier applied to the task.

Notes rate limit

Agent Copilot can generate 20 notes per second. If you hit the rate limit, you'll see a 429 error.

Errors

If the webhook fails, the default behavior is to retry once. You can override this behavior as instructed in Webhooks (HTTP callbacks): Connection Overrides.

In Console Debugger, you can configure an optional webhook to receive data about errors in real-time. The debugger event generated contains all necessary information to retry wrap-up notes. To learn more, see Debugging Webhook Events.

Frontend errors return the 45600 - Flex UI error. The error cases include:

Error case	Agent action
Notes failed to generate	Add notes manually then complete task
Notes submission failed	Click complete without notes or dismiss error and try again