Outgoing Call Events

This document lists all the events triggered for outgoing calls in the Popin Seller App. Each event captures a specific stage or outcome of the call, providing detailed information about the agent, customer, call status, and associated product.

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1. popin_outgoing_call_initiated

Description: Triggered when the agent starts a call to the customer. Payload:

{
    "event": "popin_outgoing_call_initiated",
    "session_id": "bf0b3a76-0596-4602-a2c3-43e0db01b991",
    "user_id": 58559,
    "call_id": 28844,
    "schedule_id": null,
    "agent": { "name": "Sasha", "email": "[e-mail]" },
    "user": { "name": "Demo Vishal", "email": "[e-mail]", "phone_number": null, "country_code": "+91" },
    "meta": { "product": { "name": "Wireless Headphones", "id": "SKU-123", "url": "https://example.com/products/headphones" } },
    "timestamp": 1771832273
}

---

2. popin_outgoing_call_accepted

Description: Triggered when the customer explicitly accepts the incoming call. Payload:

{
    "event": "popin_outgoing_call_accepted",
    "session_id": "bf0b3a76-0596-4602-a2c3-43e0db01b991",
    "user_id": 58559,
    "call_id": 28844,
    "agent": { "name": "Sasha", "email": "[e-mail]" },
    "user": { "name": "Demo Vishal", "email": "[e-mail]", "phone_number": null, "country_code": "+91" },
    "meta": { "product": { "name": "Wireless Headphones", "id": "SKU-123" } },
    "timestamp": 1771832280
}

---

3. popin_outgoing_call_started

Description: Triggered when the call has started successfully. Payload:

{
    "event": "popin_outgoing_call_started",
    "session_id": "bf0b3a76-0596-4602-a2c3-43e0db01b991",
    "user_id": 58559,
    "call_id": 28844,
    "agent": { "name": "Sasha", "email": "[e-mail]" },
    "user": { "name": "Demo Vishal", "email": "[e-mail]", "phone_number": null, "country_code": "+91" },
    "meta": { "product": { "name": "Wireless Headphones", "id": "SKU-123" } },
    "timestamp": 1771832280
}

---

4. popin_outgoing_call_successful

Description: Triggered when the call ends normally after a successful connection. Payload:

{
    "event": "popin_outgoing_call_successful",
    "session_id": "bf0b3a76-0596-4602-a2c3-43e0db01b991",
    "user_id": 58559,
    "call_id": 28844,
    "ended_by": "agent",
    "call_duration": 43,
    "agent": { "name": "Sasha", "email": "[e-mail]" },
    "user": { "name": "Demo Vishal", "email": "[e-mail]", "phone_number": null, "country_code": "+91" },
    "meta": { "product": { "name": "Wireless Headphones", "id": "SKU-123" } },
    "timestamp": 1771832323
}

---

5. popin_outgoing_call_missed

Description: Triggered when the customer does not answer within the ringing timeout. Payload:

{
    "event": "popin_outgoing_call_missed",
    "session_id": "3f20656a-463d-4a44-86fb-566a2597c16b",
    "user_id": 58561,
    "call_id": 28850,
    "user": { "name": "new_caller_id", "phone_number": "9876543217", "country_code": "+91" },
    "meta": { /* product & journey details */ },
    "timestamp": 1771833517
}

---

6. popin_outgoing_call_abandoned

Description: Triggered when the agent cancels the call before connection. Payload:

{
    "event": "popin_outgoing_call_abandoned",
    "session_id": "d6a197b7-1d50-4719-ab8e-fb7d24ffc9d5",
    "user_id": 58564,
    "call_id": 28857,
    "user": { "name": "new_caller_id", "phone_number": "9876543217", "country_code": "+91" },
    "meta": { /* product & journey details */ },
    "timestamp": 1771834373
}

---

7. popin_outgoing_call_network_failure

Description: Triggered when an ongoing call disconnects due to network failure. Note: The participant field indicates where the network failure occurred. If "participant": "user", the failure is on the customer side; if "participant": "agent", it is on the agent side. Payload:

{
    "event": "popin_outgoing_call_network_failure",
    "session_id": "d6a197b7-1d50-4719-ab8e-fb7d24ffc9d5",
    "user_id": 58564,
    "call_id": 28852,
    "call_duration": 100,
    "participant": "user",
    "agent": { "name": "Sasha", "email": "[e-mail]" },
    "user": { "name": "new_caller_id", "phone_number": "9876543217", "country_code": "+91" },
    "meta": { /* product & journey details */ },
    "timestamp": 1771834087
}

---

8. popin_outgoing_call_declined

Description: Triggered when the customer actively rejects the call. Payload:

{
    "event": "popin_outgoing_call_declined",
    "session_id": "c6f1209d-d6e0-4740-aef5-759bf954f1e1",
    "user_id": 58572,
    "call_id": 28867,
    "agent": { "name": "Sasha", "email": "[e-mail]" },
    "user": { "name": "new_caller_id", "phone_number": "9876543217", "country_code": "+91" },
    "meta": { /* product & journey details */ },
    "timestamp": 1771835157
}

---

9. popin_outgoing_call_busy

Description: Triggered when the customer is busy on another call. Payload:

{
    "event": "popin_outgoing_call_busy",
    "session_id": "bf0b3a76-0596-4602-a2c3-43e0db01b991",
    "user_id": 58559,
    "call_id": 28861,
    "agent": { "name": "Balaji TS", "email": "[e-mail]" },
    "user": { "name": "Demo Vishal", "email": "[e-mail]", "phone_number": null, "country_code": "+91" },
    "meta": { /* product details */ },
    "timestamp": 1771834621
}

---

10. popin_outgoing_call_customer_unavailable

Description: Triggered when the customer SDK is offline or unreachable. Payload:

{
    "event": "popin_outgoing_call_customer_unavailable",
    "session_id": "bf0b3a76-0596-4602-a2c3-43e0db01b991",
    "user_id": 58559,
    "meta": { /* product details */ },
    "timestamp": 1771834646
}

---

11. popin_outgoing_call_ringing

Description: Triggered when the customer SDK begins alerting (ringing). Payload:

{
    "event": "popin_outgoing_call_ringing",
    "session_id": "9891103b-fdd4-43a0-a4f3-19c0721cee78",
    "user_id": 58785,
    "call_id": 29333,
    "schedule_id": null,
    "url": null,
    "product": null,
    "agent": { "name": "Balaji TS", "email": "[e-mail]" },
    "user": { "name": "Demo Vishal", "email": "[e-mail]", "phone_number": null, "country_code": "+91" },
    "meta": { /* product & journey details */ }
    },
    "timestamp": 1772009309
}