Changelog: Contact Center - Four new APIs, two new webhook events, and new fields in over 10 API endpoints

Changelog contact-center
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Released: 2026-05-18 Updated: 2026-05-14

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Summary: Four new APIs, two new webhook events, and new fields in over 10 API endpoints.

Added

  • New Address Books APIs:
    • DELETE /v2/contact_center/address_books/{addressBookId}/contacts/batch
    • PATCH /v2/contact_center/address_books/{addressBookId}/contacts/batch
    • POST /v2/contact_center/address_books/{addressBookId}/contacts/batch
  • New Consumer Actions webhook events:
    • contact_center.consumer_messaging_opt_out
    • contact_center.consumer_messaging_opt_in

Changed

  • New callback_voice_messages response field in these Engagements APIs:
    • GET /v2/contact_center/engagements/{engagementId}
    • GET /v2/contact_center/engagements
  • New agent_leg_id, channel_switch_count, ani_from, origin_method, switch_method, page_size, switch_method, dnis_to and parked_count response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New cc_user_id response field in this Roles API:
    • POST /v2/contact_center/roles/{roleId}/users
  • New customer_identity_source response field in these Flows APIs:
    • POST /v2/contact_center/flows/{flowId}/entry_points
    • GET /v2/contact_center/flows/{flowId}/entry_points
  • New min_proficiency and disconnect_info response fields in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/engagement_timelines
  • New page_size request field in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/contact_lists
  • New enter_queue_id response field in this Reports V2 (CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
  • New shared_item and use_shared request fields in this Asset Library API:
    • PATCH /v2/contact_center/asset_library/assets/items
  • New next_page_token request field in these Reports V2 (CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New customer_identity_source request field in this Flows API:
    • POST /v2/contact_center/flows/{flowId}/entry_points