---
title: "Human Assistance Requested"
method: POST
path: "/HUMAN_ASSISTANCE_REQUESTED"
tags: ["Agent Activity"]
---

# Human Assistance Requested

`POST /HUMAN_ASSISTANCE_REQUESTED`

## Request

- Base URL: `https://apidocs.goaugment.com` (the document declares no server; this is the origin it was published from)
- URL: `https://apidocs.goaugment.com/HUMAN_ASSISTANCE_REQUESTED`
- Auth: none declared
- TypeScript: <https://skmtc.dev/goaugment/apis/webhooks/docs/HUMAN_ASSISTANCE_REQUESTED/post.ts> (a function with typed inputs; its response is checked against the schema)

> v1 equivalent: none. v2 only.

Sent when an Augment agent hands a load off to a human. `contact` is the person at your brokerage the agent routed the request to, so you can surface the handoff to the right queue or rep.

`reasonCode` says why the agent could not continue on its own.

## Request body

- HumanAssistanceRequestedEvent: Fields present on every v2 webhook event.
  - `id` string, required: Unique event identifier (ULID)
  - `workflow` 'TRACK_AND_TRACE' | 'CARRIER_SUPPORT' | 'POD_COLLECTION' | 'LOAD_BUILDING' | 'CARRIER_SELECTION' | 'SCHEDULING' | 'CUSTOMER_SUPPORT' | 'null', nullable, required: The Augment workflow that produced this event, or `null` when no single workflow can be attributed. New values may be added over time, so treat this as an open set rather than a fixed list.
  - `occurredAt` string, date-time, required: When the underlying activity occurred (ISO 8601)
  - `loadNumber` string, nullable, required: Your load reference number
  - `customerLoadInternalId` string, nullable, required: Your internal load ID, if provided during load creation
  - `eventType` 'HUMAN_ASSISTANCE_REQUESTED', required: Event name for a human-assistance request.
  - `data` HumanAssistanceRequestedData, required: An agent's request to hand a load off to a human.
    - `reasonCode` 'DIRECT_REQUEST' | 'LOAD_LOOKUP_FAILURE' | 'CARRIER_LOOKUP_FAILURE' | 'INSUFFICIENT_INFORMATION', required: Why the agent asked for help. `DIRECT_REQUEST` means someone on the call or thread asked for a human; the others mean the agent could not proceed on its own.
    - `contact` AgentContact, required: The person on the other side of an agent communication, or the person a request was routed to. Any identity field may be `null` when Augment does not hold that detail for the contact. Match on `externalId` where you can; it is your own system's identifier for the contact.
      - `name` string, nullable, required: Contact's name
      - `externalId` string, nullable, required: Your system's identifier for this contact, as supplied to Augment. `null` when Augment has no matching contact record.
      - `email` string, nullable, required: Contact's email address
      - `phone` string, nullable, required: Contact's phone number in E.164 format
      - `phoneExtension` string, nullable, required: Contact's phone extension
      - `role` string: The contact's role, on call events where Augment has one. Treat as an open set.

## Response `200`

Event acknowledged

---

[API](https://skmtc.dev/goaugment/apis/webhooks.md) - [All operations](https://skmtc.dev/goaugment/apis/webhooks/llms.txt) - [OpenAPI document](https://skmtc.dev/goaugment/apis/webhooks/revisions/a074b2ada419?raw)