Docs - AI phone agents for SMB

Every message has the same envelope. Pick the format per endpoint.

Nested (default)

{
  "event_id": "evt_6f9c2c1e-…",
  "event_type": "account.first_agent_created",
  "api_version": "1",
  "occurred_at": "2026-10-13T09:41:07Z",
  "test": false,
  "partner_id": "a1b2…", "reseller_id": "b2c3…", "org_id": "c3d4…", "agent_id": "d4e5…",
  "account": {
    "account_id": "a1b2…", "email": "[email protected]", "first_name": "Jane",
    "company_name": "Acme VoIP", "pbx_type": "netsapiens", "is_test_account": false,
    "last_call_at": "2026-10-13T09:12:44Z"
  },
  "data": { "agent_name": "Front Desk", "agent_extension": "7001" }
}

Flat

Every field at the top level — easiest for low-code tools such as GoHighLevel. event carries the event’s flat name (see Events); an event with no flat name (such as webhook.disabled) uses its event type there instead.

{
  "event": "agent_created", "event_id": "evt_6f9c2c1e-…", "occurred_at": "2026-10-13T09:41:07Z",
  "api_version": "1", "test": false,
  "partner_id": "a1b2…", "reseller_id": "b2c3…", "org_id": "c3d4…", "agent_id": "d4e5…",
  "account_id": "a1b2…", "email": "[email protected]", "first_name": "Jane", "company_name": "Acme VoIP",
  "pbx_type": "netsapiens", "is_test_account": false, "last_call_at": "2026-10-13T09:12:44Z",
  "agent_name": "Front Desk", "agent_extension": "7001"
}

Fields

Field	Meaning
`event_id`	Unique per event. The same on every retry and replay — de-duplicate on it.
`event_type` / `event`	What happened.
`api_version`	Payload version your endpoint is pinned to. Every endpoint is on version `1`; a breaking change would ship as a new version.
`occurred_at`	When it happened in Telzino (UTC, ISO 8601). Every timestamp in a message, in the envelope or in `data`, is UTC to the whole second, ending in `Z` (for example `2026-10-13T09:41:07Z`).
`test`	`true` only for Send test messages.
`partner_id`, `reseller_id`, `org_id`, `agent_id`	Where it happened; `null` when not applicable. `account_id` is the same as `partner_id`.
`account` fields	The account’s contact: email and first name of its first admin, company name, PBX type, whether it is a Telzino test account, and `last_call_at` (when any of its agents last received a call, `null` if never). Reseller- and organization-level endpoints get only `account_id`, `pbx_type` and `last_call_at`: the Partner’s email, first name, company name and test flag are left out.
`data`	The event’s own fields (Events).
`phi`	Only on call and survey events, and only when the organization allows it (below). Absent otherwise, and never on Send test messages.

By default payloads carry IDs, account contact details and event metadata only — never call transcripts, caller details, recordings or PBX credentials.

Call event example

Nested

{
  "event_id": "evt_0b7d4a52-…",
  "event_type": "call.completed",
  "api_version": "1",
  "occurred_at": "2026-10-13T09:46:30Z",
  "test": false,
  "partner_id": "a1b2…", "reseller_id": "b2c3…", "org_id": "c3d4…", "agent_id": "d4e5…",
  "account": { "account_id": "a1b2…", "pbx_type": "netsapiens", "last_call_at": "2026-10-13T09:42:11Z" },
  "data": {
    "call_id": "f5a6…", "direction": "inbound",
    "started_at": "2026-10-13T09:42:11Z", "ended_at": "2026-10-13T09:46:29Z", "duration_seconds": 258,
    "resolution_status": "resolved", "sentiment": "Positive",
    "transcript_url": "https://app.telzino.com/dashboard/organization/reports/call-logs?call=f5a6…"
  },
  "phi": {
    "caller_number": "+15555550123",
    "summary": "Caller booked a cleaning for Tuesday at 10 am."
  }
}

In the flat format phi stays one nested object, so a low-code tool can map it once:

Flat

{
  "event": "call.completed", "event_id": "evt_0b7d4a52-…", "occurred_at": "2026-10-13T09:46:30Z",
  "api_version": "1", "test": false,
  "partner_id": "a1b2…", "reseller_id": "b2c3…", "org_id": "c3d4…", "agent_id": "d4e5…",
  "account_id": "a1b2…", "pbx_type": "netsapiens", "last_call_at": "2026-10-13T09:42:11Z",
  "call_id": "f5a6…", "direction": "inbound",
  "started_at": "2026-10-13T09:42:11Z", "ended_at": "2026-10-13T09:46:29Z", "duration_seconds": 258,
  "resolution_status": "resolved", "sentiment": "Positive",
  "transcript_url": "https://app.telzino.com/dashboard/organization/reports/call-logs?call=f5a6…",
  "phi": { "caller_number": "+15555550123", "summary": "Caller booked a cleaning for Tuesday at 10 am." }
}

Survey event example

A survey.completed message from a CSAT survey where the caller rated the representative 4. The second question was not shown, so it is not in answers. phi carries what the organization allows: here Webhook PHI is on and redaction is off, so the caller’s number and the raw answer text are in phi, and open_answers is left out because no open question was answered.

Nested

{
  "event_id": "evt_3c9e1a77-…",
  "event_type": "survey.completed",
  "api_version": "1",
  "occurred_at": "2026-10-13T09:52:41Z",
  "test": false,
  "partner_id": "a1b2…", "reseller_id": "b2c3…", "org_id": "c3d4…", "agent_id": "d4e5…",
  "account": { "account_id": "a1b2…", "pbx_type": "netsapiens", "last_call_at": "2026-10-13T09:51:39Z" },
  "data": {
    "survey_version": 1,
    "call_id": "7d2f4b0e-5a1c-4e93-8b6d-2f9a0c1e3d54",
    "parent_call_id": "3a8c6e12-9f04-4b7d-a1e5-6c2d8b0f9e71",
    "rep": { "id": "[email protected]", "name": "Jane Doe", "extension": "8101", "source": "netsapiens_api" },
    "queue": "Support",
    "transferred_at": "2026-10-13T09:50:12Z",
    "status": "completed",
    "language": "en",
    "duration_sec": 41,
    "answers": [
      { "key": "rep_csat", "type": "rating", "value": 4, "confirmed": true, "confidence": 0.97 }
    ],
    "flags": { "detractor": false, "callback_requested": false, "survey_opt_out": false },
    "transcript_url": "https://app.telzino.com/dashboard/organization/reports/call-logs?call=7d2f4b0e-5a1c-4e93-8b6d-2f9a0c1e3d54"
  },
  "phi": {
    "transfer_ani": "+15555550123",
    "answers_raw": [ { "key": "rep_csat", "raw": "four" } ]
  }
}

PHI (protected health information)

Caller details and call content are sent only when the organization opts in, with the organization setting Webhook PHI (org.webhook_phi). Only an admin can change it, from the organization’s settings in the dashboard: an account admin, or a Reseller Admin of its reseller. It cannot be set with an API key or the settings API. Every change is audited.

`org.webhook_phi`	Who gets `phi`
`off` (default)	Nobody.
`org_only`	That organization’s own endpoints.
`all_levels`	Its own endpoints, reseller and account endpoints that receive its events, and Telzino’s own platform endpoints.

The setting in force when the event happened decides; changing it later does not change events already recorded. Healthcare (secure access) organizations can opt in too.

`phi` field	On
`caller_number`	`call.completed`
`summary`	`call.completed`, when the organization does not redact personal details (with redaction on, the redacted summary is in `data` instead)
`tasks_completed`	`call.completed`
`transfer_ani`	`call.completed`, when the call has transfer context (the `transfer` object in `data` never includes it); `survey.*`: the caller’s number from the transfer context, or the call’s own caller number when there is none
`answers_raw`, `open_answers`	`survey.*`, when neither the organization nor the survey agent redacts (with redaction on, the redacted text is in `data` and `phi` keeps only `transfer_ani`)
`escalation_reason`	`call.completed` and `call.escalated`
`tool_arguments`, `tool_result`	`call.outcome` (not for `tool` `reservation`)

A field is left out when it has no value. The call transcript is never sent: open transcript_url to read it. Never sent at any setting: recordings or audio, PBX credentials, API key or webhook secrets. Stored event data, phi included, is deleted with the delivery logs, after the retention period Telzino sets for the platform (30 days by default).

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Payloads

Nested (default)

Flat

Fields

Call event example

Survey event example

PHI (protected health information)