Changelog: Contact Center - Twenty new APIs and two new webhook events; additional request and response fields in existing endpoints and events

Changelog contact-center
1

Released: 2026-03-23 Updated: 2026-03-18

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Summary: Twenty new APIs and two new webhook events; additional request and response fields across over 25 API endpoints and 8 webhook events.

Added

  • New Campaigns APIs:
    • GET /v2/contact_center/outbound_campaign/contact_list_custom_fields
    • GET /v2/contact_center/outbound_campaign/contact_list_custom_fields/{customFieldId}
    • DELETE /v2/contact_center/outbound_campaign/contact_list_custom_fields/{customFieldId}
    • PATCH /v2/contact_center/outbound_campaign/contact_list_custom_fields/{customFieldId}
    • POST /v2/contact_center/outbound_campaign/contact_list_custom_fields
    • GET /v2/contact_center/outbound_campaign/contacts/{contactId}/custom_fields
  • New Queues API:
    • GET /v2/contact_center/queues/{queueId}/interrupt
  • New Engagements APIs:
    • GET /v2/contact_center/engagements/{engagementId}/transfer/flows
    • GET /v2/contact_center/engagements/{engagementId}/transfer/users
    • GET /v2/contact_center/engagements/{engagementId}/transfer/queues
  • New Block List Rules APIs:
    • DELETE /v2/contact_center/block_list_rules/phone_numbers
    • GET /v2/contact_center/block_list_rules/ip_addresses/{ipAddressBlockListRuleId}
    • GET /v2/contact_center/block_list_rules/phone_numbers/{phoneBlockListRuleId}
    • POST /v2/contact_center/block_list_rules/ip_addresses
    • GET /v2/contact_center/block_list_rules/ip_addresses
    • DELETE /v2/contact_center/block_list_rules/ip_addresses
    • POST /v2/contact_center/block_list_rules/phone_numbers
    • GET /v2/contact_center/block_list_rules/phone_numbers
  • New RTMS API:
    • PUT /v2/contact_center/{engagementId}/rtms_app/status
  • New Call Control webhook event:
    • contact_center.call_control_conference_warm_invite_executed
    • contact_center.call_control_end_call_executed

Changed

  • New contact_phone_order. second_attempt_period. allow_retry_preview_dialer. assign_type. other_attempt_period. dial_sequence. max_attempts_per_contact. enable_diagnostics. attempts_use_same_period. contact_order. retry_period_unit. third_attempt_period. exclusion_logic. enable_always_running. retry_period, and campaign_do_not_contact_list response fields in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/campaigns/{campaignId}
  • New engagement_action. target_agent_id. target_flow_id, and target_queue_id request fields in this Engagements API:
    • PATCH /v2/contact_center/engagements/{engagementId}
  • New enable_callback_offer_time and resend_callback_url_time_in_seconds request fields in this Queues API:
    • PATCH /v2/contact_center/queues/{queueId}
  • New cc_user_id response field in this Roles API:
    • GET /v2/contact_center/roles/{roleId}/users
  • New user_ids request field in this Inboxes API:
    • POST /v2/contact_center/inboxes/{inboxId}/users
  • New disable_audio request field in this Queues API:
    • PATCH /v2/contact_center/queues/{queueId}/interrupt
  • New object_id response field in this Reports V2(CX Analytics) API:
    • GET /v2/contact_center/reports/operation_logs
  • New custom_fields request field in this Campaigns APIs:
    • PATCH /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts
    • PATCH /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts/{contactId}
    • POST /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts
  • New page_size and highest_watermark request fields in this Variables API:
    • GET /v2/contact_center/variable_logs
  • New third_party_dialer_wait_duration response field in this Reports V2(CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/agent_performance
  • New billing_account_name and cc_user_id response fields in these Users APIs:
    • GET /v2/contact_center/users/{userId}
    • GET /v2/contact_center/users
    • POST /v2/contact_center/users
    • POST /v2/contact_center/users/batch
  • New cc_user_id response field in these Queues APIs:
    • GET /v2/contact_center/queues/{queueId}/agents
    • GET /v2/contact_center/queues/{queueId}/supervisors
    • POST /v2/contact_center/queues/{queueId}/agents
    • POST /v2/contact_center/queues/{queueId}/supervisors
  • New emergency_calling request field in these Users APIs:
    • POST /v2/contact_center/users
    • PATCH /v2/contact_center/users/{userId}
  • New billing_account_id response field in these Users APIs:
    • GET /v2/contact_center/users/{userId}
    • GET /v2/contact_center/users
    • POST /v2/contact_center/users
    • POST /v2/contact_center/users/templates
    • GET /v2/contact_center/users/templates/{templateId}
    • POST /v2/contact_center/users/batch
  • New ani_from,dnis_to response fields in these Reports V2(CX Analytics) APIs:
    • GET /v2/contact_center/analytics/dataset/historical/flow_performance
    • GET /v2/contact_center/analytics/dataset/historical/queue_performance
  • New billing_account_id request field in these Users APIs:
    • PATCH /v2/contact_center/users/templates/{templateId}
    • PATCH /v2/contact_center/users
    • POST /v2/contact_center/users
    • PATCH /v2/contact_center/users/{userId}
    • POST /v2/contact_center/users/templates
    • POST /v2/contact_center/users/batch
  • New emergency_calling response field in these Users APIs:
    • GET /v2/contact_center/users/{userId}
    • POST /v2/contact_center/users
  • New bucket_id request field in these Queues APIs:
    • DELETE /v2/contact_center/queues/{queueId}/interrupt_menu
    • PATCH /v2/contact_center/queues/{queueId}/interrupt
    • POST /v2/contact_center/queues/{queueId}/interrupt_menu
  • New destination response field in these Reports V2(CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/flow_performance
  • New cc_user_id response field in these Teams APIs:
    • GET /v2/contact_center/teams/{teamId}/supervisors
    • POST /v2/contact_center/teams/{teamId}/supervisors
    • GET /v2/contact_center/teams/{teamId}/agents
    • POST /v2/contact_center/teams/{teamId}/agents
  • New custom_fields response field in these Campaigns APIs:
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts
    • POST /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}/contacts/{contactId}
  • New aiea_usage response field in this Reports V2(CX Analytics) API:
    • GET /v2/contact_center/analytics/dataset/historical/engagement
  • New contact_list_type response field in this Campaigns API:
    • GET /v2/contact_center/outbound_campaign/contact_lists/{contactListId}
  • New download_url field in this Consumer Actions webhook events:
    • contact_center.engagement_consumer_sent_file
  • New download_url field in this Agent Actions webhook events:
    • contact_center.engagement_user_sent_file
  • New request_id field in these Task Reservations webhook events:
    • contact_center.task_reservation_created
    • contact_center.task_reservation_canceled
    • contact_center.task_reservation_rejected
    • contact_center.task_reservation_accepted
    • contact_center.task_reservation_completed
    • contact_center.task_reservation_timeout