Agent Assist Operations Websocket API

Overview

This API enables real-time interaction between client applications and the Agent Assist backend over a WebSocket connection. It provides information to support live agent interactions during a conversation, such as sound amplitude, dialog state, user sentiment, task suggestions, and more.

Protocol: WebSocket (wss)
Authentication: Token-based (via session token)
Content-Type: application/json
Schema Format: AsyncAPI 3.0

Access Requirements

WebSocket client must connect to a valid wss:// endpoint provided by the deployment.
Connection must be authenticated using a valid token.
All messages are exchanged in JSON format.

Real-Time Server Messages

The following messages are sent from the server to the connected client:

Sound Info

Field	Type	Description
`level`	Integer	Current amplitude level of the speaker (0–2)

AI Info

Field	Type	Description
`user_sentiment`	String	POSITIVE, NEGATIVE, or NEUTRAL
`user_emotions`	String	Detected emotion label
`user_anger_detected`	Boolean	Boolean flag for anger detection
`user_intents`	String	Current user intents
`agent_sentiment`	String	Agent emotional state
`agent_tasks`	Array	List of key-value task objects
`agent_remaining_tasks`	Array	Remaining tasks
`agent_next_task`	String	Next task to perform
`agent_suggested_prompt`	String	Suggested response prompt

Dialog Info

Field	Type	Description
`latestSeqId`	Integer	Latest dialog sequence ID
`utterances`	Array	List of utterance steps
`agentPartialUtterance`	String	Current agent utterance (if not final)
`userPartialUtterance`	String	Current user utterance (if not final)

Dialog Diff

Field	Type	Description
`seqId`	Integer	Dialog step ID
`participantType`	Enum	USER or AGENT
`utterance`	String	Text spoken
`startTime`	Integer	Epoch start of speech
`endTime`	Integer	Epoch end of speech
`isFinal`	Boolean	Boolean flag for utterance finality

Call Info

Field	Type	Description
`status`	Enum	Call state (ACTIVE, CLOSED, etc.)
`error_description`	String	Optional error details

Verification Result

Field	Type	Description
`label`	String	Result label
`status`	String	Status value
`risk_level`	Enum	LOW_RISK, MEDIUM_RISK, HIGH_RISK
`score`	Number	Overall score
`fraudster_id`	String	ID of matched fraudster (if any)
`blocklist_id`	String	Blocklist entry ID
`custom_agent_message`	String	Agent message
`custom_ui_message`	String	UI message
`score_llr`	Number	Log-likelihood ratio score
`score_nllr`	Number	Normalized log-likelihood ratio score
`speech_frames`	Integer	Number of speech frames
`list_size`	Integer	Size of blocklist
`match_count`	Integer	Number of matches

Voice Info

Field	Type	Description
`liveness_score.label`	Enum	GENUINE, SPOOFED, SYNTHETIC, etc.
`liveness_score.global_post`	Number	Posterior score
`satResult.label`	Enum	OK_DATA, LOW_DATA, etc.
`satResult.valid`	Boolean	SAT validity
`satResult.gender`	String	Predicted gender
`satResult.ageEstimate`	Integer	Predicted age

Error Info

Field	Type	Description
`message`	String	Error summary
`messageDetails`	String	Detailed error explanation

Call Summary

Field	Type	Description
`data`	String	Call summary text

TTS Detection

Field	Type	Description
`label`	Enum	GENUINE or SPOOFED
`global_post`	Number	Detection confidence score

ANI Validation Results

Field	Type	Description
`calledNumber`	String	Phone number used in call
`trustIndicator`	Integer	Trust score (0–100)

Business Flow Info

Field	Type	Description
`flow_instance_id`	String	Unique instance ID
`flow_instance_status`	Enum	NOT_STARTED, RUNNING, COMPLETED, etc.
`intent`	String	Detected intent triggering the flow
`entity_instances`	Array	List of entity values and matched prompts

Business Flow Diff

Field	Type	Description
`flow_instance_id`	String	Flow ID
`flow_instance_status`	Enum	Updated flow status
`entityId`	String	Changed entity
`entity_value`	String	New value

Attached Data

Field	Type	Description
`data`	Array	Array of key-value maps of attached metadata

Client-Initiated Commands

The client may send commands via the following channel:

Field	Type	Description
`command`	Enum	One of GET_DIALOG, GET_BUSINESSFLOW_INSTANCES, etc.
`parameters`	Object	Parameters such as `{ "flow_instance_id": "..." }` if applicable

Example Topics and Channels

Channel	Direction	Purpose
`command_request`	receive	Send client command
`sound_info`	send	Sound level updates
`ai_info`	send	AI analysis and task suggestions
`dialog_info`	send	Full dialog information
`dialog_info_diff`	send	Dialog deltas
`call_info`	send	Call status
`verification_result`	send	Voice verification result
`voice_info`	send	Voice analysis (liveness, age, etc.)
`error_info`	send	Error messages
`summary_info`	send	Post-call summary
`tts_detection`	send	TTS spoofing detection
`ani_validation_results`	send	Caller number validation
`business_flow`	send	Business flow state snapshot
`business_flow_diff`	send	Business flow change notification
`attached_data`	send	Custom metadata injection