Manage calls and messages

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This section describes how to configure call center-specific features and how to manage messages within Conversations. All standard Conversations setup steps apply here as well.

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Calls

To learn how to make and receive calls, refer to the WebRTC calls documentation.

Below is a high-level overview of the required setup and call center integration steps.

Prerequisites

Before working with calls, complete the following:

1. Create an application using the Use Conversations configuration option.
2. Register agents (opens in a new tab) using their Agent ID (opens in a new tab).
3. Add the Infobip RTC JS SDK (opens in a new tab) to your application.

Make calls

To make an outbound call:

1. Create an outbound call conversation (opens in a new tab).

2. Generate CallOptions (opens in a new tab), including the following parameters inside customData (opens in a new tab):

   • conversationsID - obtained from the conversation created in the previous step.
   • calleeClientType - WebRTC for in-app calls or PSTN for calls to phone numbers.
   javascript

    
       const callOptions = CallOptions.builder()
          .setCustomData({
              isOutbound: true,
              outboundTo: outgoingCallRequest.destination,
              outboundFrom: outgoingCallRequest.sender,
              outboundAgentId: this.context.user.agentId,
              conversationId: outgoingCallRequest.conversationId,
              calleeClientType: calleeClientType,
          }).build();
    

3. Use the callConversations (opens in a new tab) method with the CallOptions.

4. Manage the conversation as you would for any other channel.

Receive calls

To receive calls:

1. Configure your Voice number to forward calls to Conversations, or use the Dial to Conversations (opens in a new tab) script in IVR.
2. You can also initiate a call from your application to Conversations using the callConversations method (Web (opens in a new tab), Android (opens in a new tab), iOS (opens in a new tab)).
3. Set agent heartbeat (opens in a new tab).
4. Register the incoming call event handler on the InfobipRTC (opens in a new tab) client and implement answering and rejecting logic.

Wrap-up time

After a call ends, agents may need time to write notes or summaries before closing the conversation.

During wrap-up:

• The agent is considered busy.
• The default wrap-up duration is 30 seconds, adjustable at:
  • System level (opens in a new tab)
  • Agent level (opens in a new tab)
• Agent-level settings override system settings.
• Supervisors can view, modify, or delete agent-level configuration (opens in a new tab).
• Agents can extend (opens in a new tab) or clear (opens in a new tab) wrap-up time based on their needs if the options are enabled.

Waiting strategy

A waiting strategy shapes the caller experience while they wait to connect with an agent.

You can configure:

• Strategy name
• Applicable numbers or applications
• Maximum waiting time

Optional components:

• Greeting message - played at the beginning of the call
• Hold music - audio played while waiting
• Announcement message - periodic updates for callers
• Maximum wait time message - played before the call

Learn more about the waiting strategy for calls.

With the available API methods, you can:

• Retrieve all waiting strategies (opens in a new tab)
• Create a waiting strategy (opens in a new tab)
• Retrieve a waiting strategy by its ID (opens in a new tab)
• Update a waiting strategy (opens in a new tab)
• Delete a waiting strategy by its ID (opens in a new tab)

Transfer calls

Currently, there are three methods available for transferring calls:

• Transfer call to another agent (opens in a new tab)
• Transfer call to another queue (opens in a new tab)
• Transfer call to external number (opens in a new tab)

Additionally, you can retrieve a list of all queues (opens in a new tab) and return them along with their current activity status.

Recording

You can create account recording configuration (opens in a new tab) to record agent-customer conversations to comply with regulatory requirements, ensure quality, or support other business needs.

System-level recording settings

You can choose to record:

• Inbound calls (answered by agents)
• Outbound calls (initiated by agents)
• Both inbound and outbound

Recording video calls

Calls in Conversations can include video. You can decide how these calls should be recorded:

• Media type: audio only, video only, or both.
• Default behavior:

Video calls are recorded and stored in Infobip cloud storage as high-quality streamable files that cannot be downloaded.

To generate files you can download, copy, or move to your own storage, enable Video Download Preparation.

Configuration management

• All recording settings can be viewed (opens in a new tab) or changed (opens in a new tab) at any time.
• You can override system-level settings with agent-level configuration.
• Agent-level setup can be created (opens in a new tab), viewed (opens in a new tab), and updated (opens in a new tab) when needed.

Recording file management

You can get (opens in a new tab), download (opens in a new tab), and delete (opens in a new tab) recording files.

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Messages

You can use Messages API for engagement campaigns where a new conversation is created when sending the initial mobile-terminated (MT) message (opens in a new tab).

Create messages

Inbound messages are automatically threaded if channels and senders are configured for conversation threading.

To add outbound messages to a conversation, use the Create message (opens in a new tab) method to send a message through any supported channel.

Get messages

Use the Get messages (opens in a new tab) method to retrieve all messages exchanged within a conversation.

x-agent-id attribute

The x-agent-id HTTP header attribute identifies the agent sending the message.

It is used when integrations authenticate with an API key and need to associate outgoing messages with a specific agent.

• The value is the agentId, which is the primary key of the agent entity.
• You can find agentId in responses from the Agents API.
• Adding x-agent-id to every request is not mandatory since its use depends on whether your account uses agents.

Behavior matrix

Conversation assignment status	No x-agent-id provided	x-agent-id = AGENT	x-agent-id = SUPERVISOR
Unassigned	OK (no-agents-used scenario)	Error	Error
Assigned to Agent	Error	OK	OK
Assigned to Supervisor	Error	Error	OK

Usage rules

If you do not use agents:

• Keep conversations unassigned.
• Omit the x-agent-id parameter entirely from the Create Message request header.

If you use agents:

• Your account must have at least one agent (license not required) created via the Create agent (opens in a new tab) API.
• The x-agent-id header must contain the correct agentId, depending on who is sending the message.

Role behavior

• Agent role can reply only to conversations assigned to them.
• Supervisor role can reply to any conversation.
• The x-agent-id header must always reflect the correct agentId based on who is performing the action.

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