WHwhispa
calls

Get Call Detail

Get full call details including transcript and analyses.

Agents can view their own calls, team leads can view calls snapshotted to their team, and admins can view all calls.

get/calls/{call_id}

Request

  • Base URL
    https://dev.whispa.net (the document declares no server; this is the origin it was published from)
  • Auth
    • OAuth 2
      Password
      Token URL: auth/bearer/login
    • or API key in cookie access_token

Path parameters

call_idstring uuid required

Response

Successful Response

idstring uuid required
user_idstring uuid nullable required
team_idstring uuid nullable

Team snapshot for this call

user_emailstring nullable

Email of the agent who took the call

user_display_namestring nullable

Display name of the agent who took the call

call_mode'training' | 'production' | 'ai_agent'

Call mode enumeration.

call_source'live' | 'uploaded'

Call source enumeration.

scenariostring nullable required
agent_idstring nullable required
extensionstring nullable

Phone extension that handled the call

called_numberstring nullable

Inbound destination number reported by the provider, when available

telephony_call_idstring nullable

External telephony system call ID

provider_call_refobject nullable

Provider-native call reference (e.g. TCN call_sid/call_type, AWS Connect contact_id) when the provider hosts the call recording. Only some providers support minting a link via /calls/{call_id}/provider-recording-url (TCN today; the endpoint returns 404 for others). For awsconnect this is the stored reference plus instance_alias resolved from the current Connect integration config, which together address the Connect console's contact page — so the alias is whatever is configured now, not whatever was configured when the call happened

suspensionsobject[]

Park windows during the call (TCN payment-line transfers): [{suspended_at, resumed_at}] ISO timestamps; resumed_at is null when the call never resumed (grace expired)

timelineobject[]

Typed call lifecycle events in order: {type, at, detail?, source}. Types: ringing, connected, hold_start, hold_end, consult_start, consult_end, call_suspended, call_resumed, call_ended. Rendered as transcript markers and fed to the summary/coaching/QA prompts

customer_numberstring nullable

Phone number of the caller/customer

customer_namestring nullable

Name of the caller/customer if available

ring_duration_secondsnumber nullable

Time spent ringing before call was answered (seconds)

call_direction'incoming' | 'outgoing' | 'internal'

Direction of the call.

  • INCOMING: Customer called agent
  • OUTGOING: Agent called customer
  • INTERNAL: Extension-to-extension call
audio_chunks_receivedinteger nullable

Number of audio chunks received (0 = no audio captured)

audio_file_pathstring nullable

S3 path to the call recording, when one is archived

started_atstring date-time required
ended_atstring date-time nullable required
duration_secondsinteger nullable required
is_starredboolean

Whether this call has been saved for later review

transcriptobject[]

Transcript entries (populated from call_transcript_chunks table)

tool_eventsobject[]

Terminal tool-call events from the autonomous voice agent (persisted tool_call session events), in call order. Payload shape matches the SSE tool_call channel; interleaved into the transcript view behind a toggle.

summary_markdownstring nullable required
summaryobject nullable

Structured call summary (new format)

coachingobject nullable required
qa_scoreinteger nullable

Overall QA scorecard score (mirror of analyzer_artifacts['qa_scorecard']['overall_score']).

clientstring nullable

End-client the call collected for, classified against the scenario's configured client list ('Other' for an explicitly named unconfigured creditor; 'Unclear' for insufficient or ambiguous context; null when no classification result was produced). Full result with disposition, confidence, and evidence in analyzer_artifacts['client_classification'].

client_idstring uuid nullable

Stable client identity for the display-name snapshot

tts_voice_idstring nullable

Provider-qualified voice the autonomous agent spoke with, stamped at dispatch from the resolved fallback chain — not re-derived from the scenario, which may have been re-voiced since. Null on human calls. Resolve the display name against the voice catalog (GET /ai-calls/voices).

tts_model_idstring nullable

Provider-qualified TTS model the autonomous agent used, stamped at dispatch rather than re-derived from mutable scenario config.

analyzer_artifactsobject required
post_call_notesstring nullable required
status'ongoing' | 'completed' | 'unanswered' | 'error'

Call lifecycle state.

  • ONGOING: Call is currently in progress
  • COMPLETED: Call finished (regardless of whether it was answered)
  • ERROR: Technical error/exception during call processing
  • UNANSWERED: DEPRECATED - Use status=COMPLETED + telephony_result=NO_ANSWER instead. Kept for backwards compatibility with existing database records.
telephony_result'connected' | 'busy' | 'no_answer' | 'rejected' | 'failed'

Telephony-level call connection result.

Represents what happened at the telephony level before any conversation. This is typically provided by the PBX/telephony system, not AI-classified.

answered_by'human' | 'voicemail' | 'unclear'

Who answered the call (AI-classified from transcript).

This is the first stage of call classification - determining whether a human or voicemail answered the call.

conversation_outcome'engaged' | 'refused' | 'wrong_person' | 'other'

AI-classified judgement of what kind of conversation occurred.

Only applicable when answered_by=HUMAN. Runtime actions such as scheduling a callback or transferring the caller are recorded independently in WorkflowDisposition and must never overwrite this judgement.

workflow_disposition'none' | 'callback_scheduled' | 'transferred' | 'human_followup_required' | 'do_not_contact'

Deterministic action the autonomous workflow took before finalizing.

NONE is explicit for finalized autonomous calls with no special handoff/follow-up action. NULL means the dimension does not apply (human copilot, uploaded, or legacy calls), rather than overloading NULL with two meanings.

agent_end_reason'conversation_complete' | 'existing_arrangement_claimed' | 'customer_requested_human' | 'identity_verification_failed' | 'customer_declined_to_engage' | 'customer_unavailable' | 'wrong_person' | 'do_not_contact' | 'hardship_detected' | 'dispute_raised' | 'escalation' | 'voicemail' | 'no_answer' | 'caller_hung_up' | 'caller_abandoned' | 'answer_failed' | 'answer_timeout' | 'dial_failed' | 'transfer_failed' | 'screening_timeout' | 'idle_timeout' | 'max_duration' | 'api_hangup' | 'error' | 'other'

Normalized reason an autonomous call ended.

The raw runtime string remains in analyzer_artifacts for diagnostics. This enum is the stable operational projection: semantic reasons exposed to the voice model plus bounded technical termination categories. Novel runtime endings degrade to OTHER instead of failing finalization.

classification_finalboolean

Whether the call's terminal classification has been published (outcome_ready_at is set). The exact precondition for correcting answered_by / conversation_outcome — a call can be 'completed' while post-call facts are still finalizing, so clients must gate the correction UI on this rather than on status.

detected_scenariostring nullable

AI-detected scenario from transcript content

idv_outcome'verified' | 'partial' | 'incomplete'

Identity-verification outcome for a call, denormalized from the IDV analyzer.

Only set when IDV was required and a verdict was produced. A NULL column can mean IDV was not applicable, is still pending, or no verdict was available; API consumers use idv_required plus call status to distinguish those states. Derived from the terminal identity_verification_state["status"]:

  • VERIFIED: status complete — identity confirmed per the scenario's policy.
  • PARTIAL: at least one identity factor was confirmed, but the scenario's completion rule was never satisfied.
  • INCOMPLETE: required, and not a single factor was confirmed.

PARTIAL exists because "not verified" covers two operationally different calls: one where the customer engaged with verification and it ran out of road, and one where it never started. Only the second is a candidate for "the agent didn't try". Note this is tracking state, not an adherence grade — the leadership IDV rate deliberately reads the reviewed QA scorecard instead (see shared.idv), because a human reviewer can correct it and the analyzer cannot.

There is deliberately no skipped outcome. The live state machine still has a skipped terminal so the analyzer stops firing on a call that is not going to verify, but as a result it said nothing true that incomplete doesn't: verification was required and did not happen. It also read as a third, ambiguous colour on any report — neither pass nor fail — while the thing a reviewer actually needs to know (was skipping appropriate here?) is a transcript judgement the tracker never made.

idv_source'live' | 'post_call' | 'inherited'

Which mechanism produced the call's persisted IDV state.

  • LIVE: the in-call IDV analyzer's terminal state (the normal path).
  • POST_CALL: the post-call IDV judge — runs when the live analyzer never produced a state (e.g. no scenario reached the session) or the scenario was reclassified after the call, judging the full transcript against the resolved scenario's IDV rules.
  • INHERITED: the origin leg of a transfer verified the customer, and this recipient leg inherits that verdict — verification travels with the conversation, not the leg (see calls.idv_resolution). The verification exchange is on the origin leg's transcript, not this one's.
idv_requiredboolean nullable

Whether the call's resolved scenario requires identity verification. NULL when the scenario record is unavailable.

recording_disclosedboolean nullable

True when the IDV tracker positively captured the recording disclosure; otherwise NULL.

scenario_idstring uuid nullable

FK to configured scenario

was_transferredboolean

Whether this call was transferred to/from another call

transferred_from_call_idstring uuid nullable

If transferred, the call session this was transferred FROM

transferred_to_call_idstring uuid nullable

If transferred, the call session this was transferred TO

dashboard_open_percentagenumber nullable

Percentage of call duration with dashboard open (0-100)

created_atstring date-time required
updated_atstring date-time required

Changes

No recorded changes to this operation across all 1 revision of this API.