HumanAssistanceRequestedData

An agent's request to hand a load off to a human.

  • contact
    Type: object · AgentContact
    required

    The person at your brokerage the request was routed to.

    • email
      Type: string | null
      required

      Contact's email address

    • externalId
      Type: string | null
      required

      Your system's identifier for this contact, as supplied to Augment. null when Augment has no matching contact record.

    • name
      Type: string | null
      required

      Contact's name

    • phone
      Type: string | null
      required

      Contact's phone number in E.164 format

    • phoneExtension
      Type: string | null
      required

      Contact's phone extension

    • role
      Type: string

      The contact's role, on call events where Augment has one. Treat as an open set.

  • reasonCode
    Type: string enum
    required

    Why the agent asked for help. DIRECT_REQUEST means someone on the call or thread asked for a human; the others mean the agent could not proceed on its own.

    values
    • DIRECT_REQUEST
    • LOAD_LOOKUP_FAILURE
    • CARRIER_LOOKUP_FAILURE
    • INSUFFICIENT_INFORMATION