Voiceops (Actions) Destination
Voiceops helps businesses turn customer conversations into structured intelligence, automated workflows, and actionable insights across sales, CX, product, and operations.
Voiceops maintains this destination. If you encounter issues, contact the Voiceops team.
To set up the Voiceops (Actions) destination, follow these steps:
- From your workspace's destination catalog page, search for
Voiceops. - Select Voiceops and click Add destination.
- Select an existing source to connect to Voiceops (Actions).
- Contact your Voiceops representative, or email sales@voiceops.com, to obtain your Voiceops access token.
- Enter the Access Token in the Voiceops destination settings in Segment.
- Enable the prebuilt Send Call Completed mapping, or create a custom mapping using the Voiceops call payload.
Your Voiceops access token.
Optional
Your Voiceops base URL. Defaults to https://projectfrontline.net when omitted or blank.
Voiceops has the following presets
| Preset Name | Trigger | Default Action |
|---|---|---|
| Send Call Completed | Event type = "track" and event = "Call Completed" | Send Call Completed |
Build your own Mappings. Combine supported triggers with the following Voiceops-supported actions:
Mapping limits per destination
Individual destination instances support a maximum of 5 mappings.
Send a completed call event to Voiceops using the canonical Voiceops call payload.
Send Call Completed is a Cloud action. The default Trigger is type = "track" and event = "Call Completed"
The external call identifier used by Voiceops.
The call start time as a Unix timestamp in seconds, for example 1712683200.
The email address for the primary handling agent.
A direct URI to the call recording file, for example https://example.com/audio.wav.
Optional
The first name for the primary handling agent.
Optional
The last name for the primary handling agent.
Optional
Optional channel metadata for multi-channel audio-aware integrations. Use this when you can provide precise channel-based conference bridge data.
Optional
Optional warm-transfer metadata for agent handoff windows. Use this when you cannot provide channel-based multi-channel recording data.
Optional
Additional call metadata to forward to Voiceops unchanged.
Send a complete call metadata snapshot to reconcile with a recording received before or after this event. No recording URL or agent email is required.
Update Call Metadata is a Cloud action. The default Trigger is type = "track" and event = "Call Completed"
The same external call identifier sent with the recording. Use up to 100 letters, numbers, dots, hyphens, or underscores.
The completion event time as a 10-digit Unix timestamp in seconds. Voiceops uses this to order metadata snapshots. Map Regal completed_at here; do not use the delivery or retry time.
A nonempty, complete snapshot of call metadata, such as disposition and contact phone. Map individual metadata fields here. Do not include call_id, call_started_at, recording_url, agent_email, channels, agentLegs, voiceops_segment_source_call_id, source.
The prebuilt Voiceops mapping listens for a Track event named Call Completed.
The Send Call Completed action expects these required fields in the mapped payload:
Call IDCall Started AtAgent EmailRecording URL
Call Started At must be a 10-digit Unix timestamp in seconds.
If you include warm-transfer metadata, send only one of the following in a single payload:
ChannelsAgent Legs
Channels[*].Identifiermust be an email address whenChannels[*].TypeisHANDLING_AGENTAgent Legs[*].First NameandAgent Legs[*].First Nameare required for every agent legRecording URLmust be a direct, reachable URL to the recording fileExtra Metadatacan be included to forward additional call metadata to Voiceops unchanged
If your source event uses a different event name or field structure, create a custom mapping instead of relying on the default preset.
You can send computed traits and audiences generated using Engage to this destination as a user property. To learn more about Engage, schedule a demo.
For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicate membership. For example, when a user first completes an order in the last 30 days, Engage sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it's been more than 30 days since their last order), Engage sets that value to false.
When you first create an audience, Engage sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.