Changelog: Contact Center - A dozen new endpoints, two new events, and several new fields in existing endpoints and events

Changelog contact-center
1

Released: 2026-04-20 Updated: 2026-04-20

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Summary: Twelve new endpoints and two new webhook events; new request and response fields.

Added

  • New Reports V2(CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/engagement_timelines
    • GET /v2/contact_center/analytics/dataset/historical/custom_reports/{reportId}/widgets/{widgetId}
    • GET /v2/contact_center/analytics/dataset/historical/custom_reports/{reportId}/widgets/{widgetId}/schema
  • New Follow-up Tasks APIs:
    • GET /v2/contact_center/engagements/{engagementId}/follow_up_tasks
    • GET /v2/contact_center/engagements/{engagementId}/follow_up_tasks/{taskId}
    • PATCH /v2/contact_center/engagements/{engagementId}/follow_up_tasks/{taskId}
  • New Campaigns API:
    • POST /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts/batch
  • New Queues APIs:
    • DELETE /v2/contact_center/queue_templates
    • PATCH /v2/contact_center/queue_templates/{queueTemplateId}
    • DELETE /v2/contact_center/queue_templates/{queueTemplateId}
    • POST /v2/contact_center/queue_templates
  • New Asset Library API:
    • PATCH /v2/contact_center/asset_library/assets/items
  • New Follow-up Tasks webhook events:
    • contact_center.engagement_follow_up_task_updated
    • contact_center.engagement_follow_up_task_created

Changed

  • New flow_version request field in this Flows API:
    • GET /v2/contact_center/flows/{flowId}/export
  • New business_hour_identifier_type request field in this Operating Hours API:
    • GET /v2/contact_center/business_hours/{businessHourId}
  • New skill_identifier_type request field in this Users API:
    • DELETE /v2/contact_center/users/{userId}/skills/{skillId}
  • New asset_category_identifier_type request field in this Asset Library API:
    • GET /v2/contact_center/asset_library/categories/{categoryId}
  • New cc_user_id,page_size response fields in this Regions API:
    • GET /v2/contact_center/regions/{regionId}/users
  • New queue_identifier_type request field in these Queues APIs:
    • POST /v2/contact_center/queues/{queueId}/dispositions
    • GET /v2/contact_center/queues/{queueId}
    • PATCH /v2/contact_center/queues/{queueId}
    • DELETE /v2/contact_center/queues/{queueId}
  • New contact_list_identifier_type request field in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}
  • New user_ids request field in this Inboxes API:
    • DELETE /v2/contact_center/inboxes/{inboxId}/users
  • New agent_routing_profile_identifier_type request field in these Routing Profiles APIs:
    • DELETE /v2/contact_center/agent_routing_profiles/{agentRoutingProfileId}
    • GET /v2/contact_center/agent_routing_profiles/{agentRoutingProfileId}
    • PATCH /v2/contact_center/agent_routing_profiles/{agentRoutingProfileId}
  • New page_size request field in this Skills API:
    • GET /v2/contact_center/skills/{skillId}/users
  • New user_template_identifier_type request field in these Users APIs:
    • PATCH /v2/contact_center/users/templates/{templateId}
    • DELETE /v2/contact_center/users/templates/{templateId}
  • New next_page_token request field in this Address Books API:
    • GET /v2/contact_center/address_books/{addressBookId}/contacts
  • New contact_identifier_type request field in this Address Books API:
    • GET /v2/contact_center/address_books/{addressBookId}/contacts/{contactId}
  • New role_identifier_type request field in these Roles APIs:
    • GET /v2/contact_center/roles/{roleId}
    • PATCH /v2/contact_center/roles/{roleId}
  • New campaign_identifier_type request field in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/campaigns/{campaignId}
  • New flow_identifier_type request field in these Flows APIs:
    • GET /v2/contact_center/flows/{flowId}/entry_points
    • GET /v2/contact_center/flows/{flowId}
  • New page_size request field in these Operating Hours APIs:
    • GET /v2/contact_center/business_hours/{businessHourId}/queues
    • GET /v2/contact_center/closures/{closureSetId}/queues
    • GET /v2/contact_center/business_hours/{businessHourId}/flows
    • GET /v2/contact_center/closures/{closureSetId}/flows
  • New skill_identifier_type request field in these Skills APIs:
    • PATCH /v2/contact_center/skills/{skillId}
    • DELETE /v2/contact_center/skills/{skillId}
    • GET /v2/contact_center/skills/{skillId}
  • New disposition_identifier_type,assign_type request fields in this Queues API:
    • DELETE /v2/contact_center/queues/{queueId}/dispositions/{dispositionId}
  • New unit_identifier_type request field in this Address Books API:
    • GET /v2/contact_center/address_books/units/{unitId}
  • New disposition_identifier_type request field in this Dispositions API:
    • GET /v2/contact_center/dispositions/{dispositionId}
  • New skill_category_identifier_type request field in this Skills API:
    • GET /v2/contact_center/skills/categories/{skillCategoryId}
  • New page_size request field in these Queues APIs:
    • GET /v2/contact_center/queues/{queueId}/supervisors
    • GET /v2/contact_center/queues/{queueId}/dispositions/sets
    • GET /v2/contact_center/queues/{queueId}/agents
    • GET /v2/contact_center/queues/{queueId}/recordings
    • GET /v2/contact_center/queues/{queueId}/dispositions
  • New message_details,message_channel,next_page_token response fields in this Logs API:
    • GET /v2/contact_center/work_item/messages
  • New status_identifier_type request field in these Agent Statuses APIs:
    • DELETE /v2/contact_center/system_statuses/{statusId}
    • GET /v2/contact_center/system_statuses/{statusId}
    • PATCH /v2/contact_center/system_statuses/{statusId}
  • New disposition_set_identifier_type request field in this Dispositions API:
    • GET /v2/contact_center/dispositions/sets/{dispositionSetId}
  • New identifier_type request field in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts/{contactId}
  • New queue_ids,team_ids response fields in this Address Books API:
    • GET /v2/contact_center/address_books/{addressBookId}
  • New asset_language_code request field in this Asset Library API:
    • GET /v2/contact_center/asset_library/assets/{assetId}
  • New inbox_identifier_type request field in these Inboxes APIs:
    • GET /v2/contact_center/inboxes/{inboxId}/queues
    • POST /v2/contact_center/inboxes/{inboxId}/users
    • GET /v2/contact_center/inboxes/{inboxId}
  • New address_book_identifier_type request field in these Address Books APIs:
    • GET /v2/contact_center/address_books/{addressBookId}/contacts/{contactId}
    • GET /v2/contact_center/address_books/{addressBookId}
  • New region_identifier_type request field in these Regions APIs:
    • GET /v2/contact_center/regions/{regionId}
    • POST /v2/contact_center/regions/{regionId}/users
    • PATCH /v2/contact_center/regions/{regionId}
  • New page_size request field in this Roles API:
    • GET /v2/contact_center/roles/{roleId}/users
  • New page_size request field in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts
  • New next_page_token request field in this Inboxes API:
    • GET /v2/contact_center/inboxes/{inboxId}/email_notifications
  • New move_to_region_id request field in this Regions API:
    • DELETE /v2/contact_center/regions/{regionId}
  • New user_identifier_type request field in these Users APIs:
    • DELETE /v2/contact_center/users/{userId}
    • PATCH /v2/contact_center/users/{userId}/status
    • DELETE /v2/contact_center/users/{userId}/skills/{skillId}
    • PATCH /v2/contact_center/users/{userId}
  • New queue_template_identifier_type request field in this Queues API:
    • GET /v2/contact_center/queue_templates/{queueTemplateId}
  • New variable_identifier_type request field in these Variables APIs:
    • GET /v2/contact_center/variables/groups/{variableGroupId}
    • GET /v2/contact_center/variables/{variableId}
  • New consumer_routing_profile_identifier_type request field in these Routing Profiles APIs:
    • GET /v2/contact_center/consumer_routing_profiles/{consumerRoutingProfileId}
    • DELETE /v2/contact_center/consumer_routing_profiles/{consumerRoutingProfileId}
    • PATCH /v2/contact_center/consumer_routing_profiles/{consumerRoutingProfileId}
  • New transfer_role_id request field in this Roles API:
    • DELETE /v2/contact_center/roles/{roleId}
  • New closure_set_identifier_type request field in this Operating Hours API:
    • GET /v2/contact_center/closures/{closureSetId}
  • New page_size request field in these Inboxes APIs:
    • GET /v2/contact_center/inboxes/{inboxId}/messages
    • GET /v2/contact_center/inboxes/{inboxId}/users