Add a third party to a call

This document explains how to use the /calls/add/CALL_ID/dial endpoint of the apps API to dial a third party and then add them to an ongoing call. When you make a request to this endpoint, the system automatically dials the third-party's phone number, and the agent's call adapter displays the Calling screen. Adding third parties to calls in this way works regardless of whether the call adapter is running in the agent desktop, in your CRM, or in the CCAI Platform portal. An agent must be on an active call for this endpoint to function.

Call the endpoint

To add a third party to a call, make a PUT request to the following endpoint:

https://YOUR_CCAAS_HOST/apps/api/v1/calls/add/CALL_ID/dial

Replace CALL_ID with the call ID.

Request body

The following is an example of a request body:

{
  "agent_email": "AGENT_EMAIL",
  "outbound_number": "OUTBOUND_NUMBER",
  "phone_number": "PHONE_NUMBER"
}

Replace the following:

  • AGENT_EMAIL: The email address of the agent on the call.
  • OUTBOUND_NUMBER: The outbound phone number.
  • PHONE_NUMBER: The phone number of the third party to be added to the call.

Response

The output is similar to the following:

{
    "message": "Third party dialing initiated",
    "participant": {
        "id": 54321,
        "type": "third_party",
        "status": "dialing"
    }
}