gRPC / proto contract

The generated reference for the babelconnect.v1 gRPC contract: every message, enum, and the Agent service. Both the TypeScript and Go SDKs re-export these exact types, so this doubles as the canonical data-model reference (AgentView, CallState, Command, …).

Where to start. You'll normally use an SDK rather than read this end-to-end. The three types to anchor on are AgentView (the state you render), Command (the intents you send), and the Agent service (the RPCs). For the model in prose, read State & events and the Intents reference; this page is the exhaustive field-level reference behind them.

Table of Contents

• babelconnect/v1/babelconnect.proto

  • Account

  • Ack

  • AddConferenceMember

  • AgentInfo

  • AgentView

  • AnswerCall

  • AppConfig

  • AuthenticateRequest

  • CallRecord

  • CallState

  • Campaign

  • CampaignMetrics

  • CampaignStatus

  • Command

  • Conference

  • ConferenceMember

  • DisposeCall

  • EndCampaignCall

  • EndConference

  • Error

  • FeatureAccount

  • FeatureCalls

  • FeatureCti

  • FeatureHistory

  • FeatureMessaging

  • FeatureOutbound

  • FeaturePhonebook

  • FlagRecording

  • GetStateRequest

  • Hangup

  • HistoryRequest

  • HistoryResponse

  • Hold

  • HoldConferenceMember

  • IceServer

  • Identity

  • JoinCampaign

  • Keepalive

  • KickConferenceMember

  • Lead

  • Lead.DataEntry

  • LeaveCampaign

  • LeaveConference

  • ListCampaignsRequest

  • ListCampaignsResponse

  • ListDispositionsRequest

  • ListDispositionsResponse

  • MarkConversationRead

  • Mute

  • MuteConferenceMember

  • Notification

  • Patch

  • PauseCampaign

  • PhonebookEntry

  • PhonebookRequest

  • PhonebookResponse

  • Ping

  • PlaceCall

  • PlaceCall.SessionEntry

  • Pong

  • PresenceOption

  • Register

  • ResetLineStatus

  • SendDigits

  • SendSmsRequest

  • SendSmsRequest.SessionEntry

  • SetAgentNumber

  • SetConversationOpen

  • SetDisplayAs

  • SetPresence

  • SetRecordingTags

  • SetWebrtc

  • SmsConversation

  • SmsMessage

  • SmsThreadRequest

  • SmsThreadResponse

  • StartConference

  • StartRecording

  • StateUpdate

  • StopRecording

  • SubscribeRequest

  • Transfer

  • TransferTarget

  • TransferTargetsRequest

  • TransferTargetsResponse

  • WrapUpCancel

  • WrapUpExtend

  • WrapUpStatus

  • AgentState

  • CallDirection

  • CallLifecycle

  • CallSource

  • CampaignMemberState

  • TransferTargetKind

  • Agent

• Scalar Value Types

babelconnect/v1/babelconnect.proto

Account

Account is one tenant the signed-in agent can operate in — the switchable set (agent-role only) surfaced for the account picker.

Field	Type	Label	Description
id	string		customer / account id
name	string		company / display name
current	bool		the account this session is currently scoped to

Ack

Ack is the empty reply to Send. It only confirms the server accepted the command for processing — the resulting state (or an Error) is delivered on the Subscribe stream, never in this reply.

AddConferenceMember

AddConferenceMember invites a participant — exactly one of agent_id / number. Starts a conference first if none is active. hold_others parks every other live, non-held member of the CURRENT conference before the invite goes out (default off) so they don't overhear the new invitee ringing; the server unholds them again once the invitee reaches a terminal state (added = joined, or failed/removed = rejected/timed out). No effect when starting a brand-new conference: StartConference(hold=true) already parks the original party unconditionally in that case.

Field	Type	Label	Description
agent_id	string
number	string
hold_others	bool

AgentInfo

AgentInfo is the agent block of the view (identity + live presence + caps).

Field	Type	Label	Description
id	string		Agent UUID (hyphen-normalized)
name	string
number	string
presence	AgentState
webrtc_enabled	bool
display_as	string		currently selected outbound number
available_numbers	string	repeated
can_record	bool
presence_options	PresenceOption	repeated	Presence selector: the options the agent may switch to (AVAILABLE plus any configured pause reasons), and the current presence's exact name+label. The presence enum above stays the coarse bucket for icons/colors; these carry the precise presence name+label the client renders + selects.
presence_name	string		current presence name, e.g. "available", "break"
presence_label	string		current presence label, e.g. "Available", "Break"
available_tags	string	repeated	recording tags the agent may apply
phonebook	PhonebookEntry	repeated	dial-from contacts + recent numbers
always_record_outbound	bool		account records every outbound automatically
username	string		Identity for the shell/Status surface (resolved at auth, no extra fetch).

login / email | | account_id | string | | customer / account id | | account_name | string | | account / company display name, when known | | line_blocked | bool | | Involuntary line block: the ACD/platform marked the agent busy / unreachable / declined (a recoverable state cleared via ResetLineStatus) — distinct from a chosen "busy" presence the agent (or sign-out-as-busy) selected. Drives the line-blocked banner + Reset; a voluntary busy presence leaves this false. | | accounts | Account | repeated | Accounts this agent may switch to without re-logging-in (agent-role only, resolved at auth). One is marked current. Drives the Account tab's switcher; empty/single ⇒ no picker. | | email | string | | The agent's own email — distinct from username, which is the login identity and may differ. Populated for the embedding bridge's legacy-shaped agent.loaded payload so host pages can match/route on it. | | sms_capable_numbers | string | repeated | Subset of available_numbers the platform marks SMS-capable. Drives the SMS composer's From picker; empty/unknown ⇒ client falls back to available_numbers. | | campaign_status | CampaignStatus | | Outbound-dialer (predictive campaign) membership state, kept live by the server. Unset/UNSPECIFIED means the agent has never touched a campaign this session; explicit OFFLINE means they left/aren't in one. |

AgentView

AgentView is the complete per-agent state the server owns and renders to. A snapshot carries the whole view; patches carry entity-level deltas.

Field	Type	Label	Description
agent	AgentInfo
active_calls	CallState	repeated	calls currently in flight for this agent
wrap_up	WrapUpStatus
sms	SmsConversation	repeated	SMS thread summaries (full history on demand)
conferences	Conference	repeated	active multi-party conferences (usually 0 or 1)
config	AppConfig		which surfaces this deployment/account shows

AnswerCall

Field	Type	Label	Description
call_id	string		the RINGING call's id
sdp	string		WebRTC SDP answer

AppConfig

AppConfig is the server-resolved, per-agent feature configuration the client renders against (UI = f(view)): which surfaces are shown and their per-feature settings. Resolved server-side per deployment + account, so the client is a pure renderer. Carried on the snapshot (no patch) — config applies on next connect.

Field	Type	Label	Description
calls	FeatureCalls
messaging	FeatureMessaging
history	FeatureHistory
account	FeatureAccount
outbound	FeatureOutbound
cti	FeatureCti
phonebook	FeaturePhonebook		Contacts (phonebook) tab
server_version	string		build version for the Status/About surface; reserve 8–14

AuthenticateRequest

Field	Type	Label	Description
token	string		Optional: token may instead be supplied via "authorization" metadata.

CallRecord

CallRecord is one past call for the history list (a flattened conversation).

Field	Type	Label	Description
id	string
direction	CallDirection
from	string
to	string
contact	string		phonebook label for the other party, if known
time	int64		unix seconds of the call
duration_ms	int32
has_recording	bool
recording_url	string		playback URL when a recording exists

CallState

CallState is one call as the server sees it. Replace-by-id on upsert.

Field	Type	Label	Description
id	string		server call id
direction	CallDirection
state	CallLifecycle
source	CallSource
from	string
to	string
queue_name	string
established_at	int64		unix seconds when the call bridged (0 until then)
muted	bool
on_hold	bool
recording	bool
anonymous	bool
webrtc_offer	string		SDP offer the client answers; set while RINGING
recording_id	string		active recording id (for stop/flag/tags)
recording_tags	string	repeated
recording_flagged	bool
ice_servers	IceServer	repeated	STUN/TURN servers the client applies; for off-host NAT traversal
can_transfer_to_application	bool		can_transfer_to_application is server-computed: true for inbound calls and taken callbacks (source == CALL_SOURCE_CALLBACK), false otherwise. Plain outbound calls must not be offered application (IVR module) transfer targets — forwarding them into a queue module strands the agent (DEV-549/B2-526). Clients gate the "App" transfer-target segment on this flag instead of re-deriving the rule from direction/source themselves.

Campaign

Campaign is one outbound-dialer campaign the agent may join (the picker's entries). test_mode drives the "name (live)" / "name (test)" label.

Field	Type	Label	Description
id	string
name	string
test_mode	bool
active	bool

CampaignMetrics

CampaignMetrics is the campaign's live pacing snapshot — always this exact 6-key subset, never more.

Field	Type	Label	Description
agents_in_calls	int32		agents.in_calls
agents_in_disp	int32		agents.in_disp
agents_paused	int32		agents.paused
agents_waiting	int32		agents.waiting
calls_being_placed	int32		calls.being_placed
calls_ringing	int32		calls.ringing

CampaignStatus

CampaignStatus is the agent's outbound-dialer campaign membership envelope, kept live by the server. last_reason is the platform's last dial-outcome as a lowercase string (e.g. "unreachable", "no_answer", "busy", "answer", "hungup", "none") — a string rather than a wire enum on purpose. paused is a convenience mirror of state == CAMPAIGN_MEMBER_STATE_IDLE. The lead the agent is currently dialing, disposition reasons, and live campaign metrics are additive fields below, layered on top of this envelope.

Field	Type	Label	Description
campaign_id	string
campaign_name	string
state	CampaignMemberState
paused	bool
last_reason	string
since	int64		unix seconds this state was entered/last confirmed
lead	Lead		lead is the customer the dialer connected the agent to — set while a lead is being worked (IN_PROGRESS/DISPOSITION), unset otherwise. Updated the moment the dialer connects a lead.
metrics	CampaignMetrics		metrics is the campaign's live pacing snapshot (OBDD1), refreshed alongside the enrichment read while state == IDLE (paused) — the only state the Outbound tab shows it in; unset otherwise (and left unset if the GET /agent/outbound/metrics read 404s, e.g. between polls).

Command

Field	Type	Label	Description
register	Register		announce reachability for this session
place_call	PlaceCall		place an outbound call
answer	AnswerCall		SDP answer to a RINGING CallState
hangup	Hangup
mute	Mute
hold	Hold
dtmf	SendDigits
set_display_as	SetDisplayAs
transfer	Transfer
set_presence	SetPresence		switch the agent's presence (selector)
wrap_up_extend	WrapUpExtend		add time to the after-call-work countdown
wrap_up_cancel	WrapUpCancel		end after-call-work early
reset_line_status	ResetLineStatus		clear a blocked line (busy/unreachable)
start_recording	StartRecording
stop_recording	StopRecording
flag_recording	FlagRecording		toggle the "flagged" tag on the recording
set_recording_tags	SetRecordingTags
set_webrtc	SetWebrtc		browser phone (webrtc) on/off
set_agent_number	SetAgentNumber		the external-telephone number to bridge to
send_sms	SendSmsRequest		send an SMS (same as the SendSms RPC)
start_conference	StartConference		open a conference around the current call
add_conference_member	AddConferenceMember		invite an agent or number
kick_conference_member	KickConferenceMember		moderator removes a member
end_conference	EndConference		moderator ends the whole conference
leave_conference	LeaveConference		hang up only my own leg
hold_conference_member	HoldConferenceMember		moderator holds/unholds a member
mute_conference_member	MuteConferenceMember		moderator mutes/unmutes a member
set_conversation_open	SetConversationOpen		open/close (resolve) an SMS conversation
mark_conversation_read	MarkConversationRead		clear unread on an SMS conversation
pong	Pong		reply to a server Ping (liveness + RTT); echoes Ping.seq
join_campaign	JoinCampaign		Outbound-dialer campaign controls (OBDA1–3 CORE).

enter a campaign (the picker's "Enter") | | leave_campaign | LeaveCampaign | | leave the campaign (selector row or in-call) | | pause_campaign | PauseCampaign | | pause (on=true) / resume (on=false) the campaign | | end_campaign_call | EndCampaignCall | | Outbound-dialer call/disposition controls (OBDB2/OBDC1/OBDC2 follow-up).

end the live campaign call (OBDB2) | | dispose_call | DisposeCall | | record the call outcome, optionally with a callback (OBDC1/OBDC2) |

Conference

Conference is one multi-party call the agent is in. The server folds multi-party call updates into this entity and emits conference_upsert/remove patches. The client is a dumb renderer that shows the participant panel and sends conference intents. Usually 0 or 1 per agent. Upsert-by-id; removed when the conference finishes or the agent's own member leaves.

Field	Type	Label	Description
id	string		conference id
state	string		created
members	ConferenceMember	repeated	all members incl. the moderator and me
i_am_moderator	bool		resolved server-side: is this agent the moderator?
my_member_id	string		the agent's own member id (used for Leave)

ConferenceMember

ConferenceMember is one participant. display is the resolved label (agent name, else the caller/dialed number, else "Anonymous"). state drives the UI: pending = ringing, added = live, removing/removed/failed = gone (clients filter removed/failed out of the participant list).

Field	Type	Label	Description
id	string		member id
state	string		pending
display	string		resolved participant label
moderator	bool		this member is the conference moderator
is_me	bool		this member is the current agent
call_id	string		the member's call leg id
on_hold	bool		member is on hold
agent_id	string		agent UUID when the member is an agent
number	string		phone number when the member is an external party

DisposeCall

DisposeCall records the outcome of a campaign call. code is one of ListDispositionsResponse's codes (e.g. "no_answer", "callback"). callback_date is ISO YYYY-MM-DDTHH:mmZZ and is set ONLY for the "callback" disposition — omitted (empty) otherwise.

Field	Type	Label	Description
code	string
callback_date	string

EndCampaignCall

EndCampaignCall ends the agent's live campaign call. Deliberately distinct from the generic Hangup: it also releases the dialer's channel and drives the campaign member-state transition to DISPOSITION, neither of which a plain media-plane hangup would trigger.

EndConference

EndConference tears down the whole conference (moderator only).

Error

Field	Type	Label	Description
code	string
message	string
call_id	string		optional: the call the rejected command targeted

FeatureAccount

FeatureAccount gates the Account tab and its sections.

Field	Type	Label	Description
enabled	bool
allow_device_switch	bool		browser/telephone selector + agent-number field
show_status	bool		the Status/About section
allow_account_switch	bool		the multi-account switcher (ACC-E2)
allow_status_change	bool		Agents may change their own presence via the status picker. When false the picker is locked: still visible, shows the current status, but not interactive. Defaults to allowed.

FeatureCalls

FeatureCalls gates the call surface (Phone tab) and its in-call actions. Recording stays gated by AgentInfo.can_record (not duplicated here); device (browser/telephone) by AgentInfo.webrtc_enabled.

Field	Type	Label	Description
enabled	bool
allow_transfer	bool		cold transfer action
allow_conference	bool		conference action (own bucket later when that surface lands)

FeatureCti

FeatureCti gates CTI/integration behavior (screen-pop + app→host call events).

Field	Type	Label	Description
enabled	bool
emit_call_events	bool		emit cti.call to an embedding host on each transition
screen_pop	bool		surface screen-pop notifications

FeatureHistory

Field	Type	Label	Description
enabled	bool

FeatureMessaging

Field	Type	Label	Description
enabled	bool

FeatureOutbound

Field	Type	Label	Description
enabled	bool

FeaturePhonebook

Field	Type	Label	Description
enabled	bool

FlagRecording

FlagRecording toggles the "flagged" mark on the call's active recording.

Field	Type	Label	Description
call_id	string

GetStateRequest

GetStateRequest fetches the current AgentView (the unary "get current state"). Empty; the bearer token rides in "authorization" metadata like every call.

Hangup

Field	Type	Label	Description
call_id	string

HistoryRequest

HistoryRequest pages the agent's call history (newest first).

Field	Type	Label	Description
max	int32		page size (default 50)
page	int32		1-based page (default 1)

HistoryResponse

HistoryResponse is one page of past calls.

Field	Type	Label	Description
calls	CallRecord	repeated

Hold

Field	Type	Label	Description
call_id	string
on	bool

HoldConferenceMember

HoldConferenceMember holds or unholds an individual member (moderator only).

Field	Type	Label	Description
member_id	string
on	bool

IceServer

IceServer is a STUN/TURN server the client applies to its WebRTC peer connection (RTCIceServer shape). Carried on CallState so an off-host client (e.g. a phone) can relay media through TURN when it can't reach the server's host ICE candidates. Empty in the in-cluster/LAN case.

Field	Type	Label	Description
urls	string	repeated	e.g. ["turn:host:3478?transport=tcp"]
username	string
credential	string

Identity

Field	Type	Label	Description
agent_id	string		Agent UUID, hyphen-normalized
account	string		customer / account id
number	string		agent's number, if any
username	string
state	AgentState		current presence
account_name	string		account / company display name, when known (ACC-E1)
accounts	Account	repeated	accounts this agent may switch to (ACC-E2)

JoinCampaign

JoinCampaign enters a campaign. The client normally sends paused false so the agent starts waiting for a lead right away.

Field	Type	Label	Description
campaign_id	string
paused	bool

Keepalive

Keepalive is an empty heartbeat frame sent on the Subscribe stream so idle connections through proxies/LBs are not closed as idle. Notably the AWS Classic ELB in front of ingress-nginx (dev/prod EKS) has a 300s connection idle timeout; without these frames a quiet agent's gRPC-web server-stream is killed after 5 min. The server sends one every ~15s. It carries no state and does NOT advance seq; client caches treat a keepalive StateUpdate as a no-op.

KickConferenceMember

KickConferenceMember removes a member from the conference (moderator only).

Field	Type	Label	Description
member_id	string

Lead

Lead is the customer the outbound dialer connected the agent to. id/rank are only present on the richer (list-enriched) form some reads return. id is the internal lead-list-item id — DISTINCT from uid, the customer-provided identifier shown as the lead's id in the UI.

Field	Type	Label	Description
id	string		internal lead-list-item id (uuid); may be empty
uid	string		customer-provided lead identifier — the UI's "id"
number	string
rank	int32
data	Lead.DataEntry	repeated	arbitrary customer-supplied key/values

Lead.DataEntry

Field	Type	Label	Description
key	string
value	string

LeaveCampaign

LeaveCampaign exits the current campaign (the server resolves which one). Available both from the campaign selector row and from within an active call.

LeaveConference

LeaveConference hangs up only the agent's own leg; the others stay connected.

ListCampaignsRequest

ListCampaignsRequest / ListCampaignsResponse back the campaign picker (OBDA1). Empty request: the server always asks the backend for active campaigns only (?active=true) — there is no agent-facing use for inactive ones.

ListCampaignsResponse

Field	Type	Label	Description
campaigns	Campaign	repeated

ListDispositionsRequest

ListDispositionsRequest / ListDispositionsResponse back the disposition picker (OBDC1). Empty request: the list is a static global on the backend, not campaign- or agent-scoped.

ListDispositionsResponse

Field	Type	Label	Description
reasons	string	repeated	raw codes, e.g. "no_answer", "callback"

MarkConversationRead

MarkConversationRead clears the unread count on an SMS conversation (the agent opened its thread).

Field	Type	Label	Description
conversation_id	string

Mute

Field	Type	Label	Description
call_id	string
on	bool

MuteConferenceMember

MuteConferenceMember mutes or unmutes an individual member (moderator only).

Field	Type	Label	Description
member_id	string
on	bool

Notification

Notification is a transient one-shot the client surfaces (a CTI screen-pop / pushed agent data). It is NOT stored in the AgentView snapshot — it fires once.

Field	Type	Label	Description
kind	string		e.g. "cti.message"
title	string
body	string
data_json	string		arbitrary pushed payload, JSON-encoded
ts	int64

Patch

Patch is an entity-level delta applied mechanically by the client cache: replace the agent block, upsert/remove a call by id, or set wrap-up.

Field	Type	Label	Description
agent	AgentInfo
call_upsert	CallState
call_remove	string		call id to drop
wrap_up	WrapUpStatus
notification	Notification		transient CTI screen-pop (not part of the view)
sms_upsert	SmsConversation		upsert an SMS thread summary by id
sms_remove	string		SMS conversation id to drop
conference_upsert	Conference		upsert a conference by id
conference_remove	string		conference id to drop (finished/left)
config	AppConfig		resolved feature config (emitted on register)

PauseCampaign

PauseCampaign pauses (on=true, POST .../pause) or resumes (on=false, POST .../unpause) the campaign — no request body either way (OBDA2), same on/off shape as Mute/Hold.

Field	Type	Label	Description
on	bool

PhonebookEntry

PhonebookEntry is one dialable contact (or a recent number) for the dialer's autocomplete.

Field	Type	Label	Description
label	string		contact name, or "recent" for a recently dialed number
number	string

PhonebookRequest

PhonebookRequest / PhonebookResponse re-pull the agent's merged contacts + recent numbers on demand (refresh). query filters by label/number server-side.

Field	Type	Label	Description
max	int32		page size (default 200)
page	int32		1-based page (default 1)
query	string		optional label/number filter

PhonebookResponse

Field	Type	Label	Description
entries	PhonebookEntry	repeated

Ping

Ping is a liveness probe the server sends on the heartbeat tick (replacing the bare Keepalive frame). The client echoes seq back in a Pong command; the server measures round-trip time (RTT) from the reply and tracks per-session liveness. Like Keepalive it keeps the connection warm, carries no state, and does NOT advance seq — caches ignore it, and the reply is handled in the client's stream loop, not the state reducer. (APP-A5/CALL-M6.)

Field	Type	Label	Description
seq	uint64

PlaceCall

Field	Type	Label	Description
to	string
display_as_to	string		service number shown to the consumer
display_as_from	string		number shown to the agent
record	bool		start recording the call from answer (recording.autostart)
session	PlaceCall.SessionEntry	repeated	opaque CTI/embedding correlation (from session.set)

PlaceCall.SessionEntry

Field	Type	Label	Description
key	string
value	string

Pong

Pong replies to a server Ping (StateUpdate.ping), echoing its seq so the server can match it to the outstanding ping and compute RTT. Sent automatically by the SDK from its stream-receive loop — not a user intent. (APP-A5/CALL-M6.)

Field	Type	Label	Description
seq	uint64

PresenceOption

PresenceOption is one selectable agent presence — "Available" or a configured pause reason. available is whether the agent can receive calls in it.

Field	Type	Label	Description
name	string		e.g. "available", "break"
label	string		e.g. "Available", "Break"
available	bool

Register

Field	Type	Label	Description
capabilities	string	repeated	advisory, e.g. ["webrtc"]

ResetLineStatus

ResetLineStatus clears a blocked line state (busy/unreachable/declined) so the agent can receive calls again.

SendDigits

Field	Type	Label	Description
call_id	string
digits	string		DTMF, e.g. "1", "#"

SendSmsRequest

SendSmsRequest sends an SMS. from defaults to the agent's SMS-capable number when empty. session carries opaque CTI/embedding correlation keys (e.g. from session.set), like PlaceCall.

Field	Type	Label	Description
to	string
text	string
from	string
session	SendSmsRequest.SessionEntry	repeated

SendSmsRequest.SessionEntry

Field	Type	Label	Description
key	string
value	string

SetAgentNumber

SetAgentNumber sets the external phone number the agent's calls bridge to.

Field	Type	Label	Description
number	string

SetConversationOpen

SetConversationOpen opens (reopens) or closes (resolves) an SMS conversation. The server flips SmsConversation.open optimistically and re-confirms.

Field	Type	Label	Description
conversation_id	string
open	bool

SetDisplayAs

Field	Type	Label	Description
number	string		outbound number to present

SetPresence

Field	Type	Label	Description
name	string		presence to switch to, e.g. "available" or a pause reason

SetRecordingTags

SetRecordingTags replaces the tags on the call's active recording.

Field	Type	Label	Description
call_id	string
tags	string	repeated

SetWebrtc

SetWebrtc enables or disables the browser phone (WebRTC). Off = bridge calls to the external-telephone number instead.

Field	Type	Label	Description
on	bool

SmsConversation

SmsConversation is one SMS thread summary carried in the AgentView (the full thread history is fetched on demand, not held in the snapshot). Upsert-by-id; the reducer keeps the list sorted by last_ts descending.

Field	Type	Label	Description
id	string		conversation id
peer	string		the other party's number
last_direction	CallDirection		INBOUND = received, OUTBOUND = sent
last_text	string		latest message preview
last_ts	int64		unix seconds of the latest message
unread	uint32		unread message count
contact_label	string		phonebook label for the peer, if known
open	bool		conversation open (unresolved) vs closed

SmsMessage

SmsMessage is one message inside a conversation thread, fetched on demand via GetSmsThread (the AgentView only carries the lightweight SmsConversation summary, not the full history). Oldest-first; the client bubbles it by direction. state is the message status (received/sent/delivered/failed/ scheduled) for display only.

Field	Type	Label	Description
id	string
direction	CallDirection		INBOUND = received, OUTBOUND = sent
from	string
to	string
text	string
ts	int64		unix seconds (dateCreated)
state	string		received/sent/delivered/failed/scheduled (display only)

SmsThreadRequest

SmsThreadRequest / SmsThreadResponse page the messages of one SMS conversation.

Field	Type	Label	Description
conversation_id	string
max	int32		page size (default 50)
page	int32		1-based page (default 1)

SmsThreadResponse

Field	Type	Label	Description
messages	SmsMessage	repeated

StartConference

StartConference opens a conference around the agent's current call. hold puts the existing party on hold while the first new member is dialed.

Field	Type	Label	Description
hold	bool

StartRecording

StartRecording begins recording the given call.

Field	Type	Label	Description
call_id	string

StateUpdate

StateUpdate is the single server → client message on the Subscribe stream. On open the client receives a snapshot; thereafter partial patches. seq is monotonic across snapshot+patch — a gap means the client should resubscribe for a fresh snapshot. error is an out-of-band notice (command rejection / server warning) and does NOT advance seq. keepalive is an empty transport heartbeat (see Keepalive) that likewise does NOT advance seq and carries no state — client caches must ignore it.

Field	Type	Label	Description
seq	uint64
snapshot	AgentView
patch	Patch
error	Error
keepalive	Keepalive
ping	Ping

StopRecording

StopRecording ends the call's active recording.

Field	Type	Label	Description
call_id	string

SubscribeRequest

SubscribeRequest opens the StateUpdate stream for the authenticated agent (the bearer token rides in "authorization" metadata, like every call). Empty today; reserved for future subscription filters.

Transfer

Transfer hands the current call to a target. Exactly one target is set: to (external number), agent_id (another agent), or application_id (a queue/voice application). warm selects attended (consult-then-drop) vs blind/cold (single action).

Field	Type	Label	Description
call_id	string
to	string		external number target
warm	bool		true = attended/warm, false = blind/cold
agent_id	string		transfer to another agent
application_id	string		transfer to a queue / voice application

TransferTarget

TransferTarget is one autocomplete result for a blind transfer / add-member pick. id is the backend id to pass back on Transfer/AddConferenceMember (an agent or application UUID; for a synthetic NUMBER result it is the raw query, not a stable id — clients should send number, not id, for that kind). category is the IVR module name (APPLICATION only, e.g. "simpleMenu"); browser marks an agent reachable only via browser phone (no PSTN number) — AGENT only.

Field	Type	Label	Description
id	string
kind	TransferTargetKind
label	string
number	string		NUMBER kind, and AGENT kind when it has a PSTN number
category	string		APPLICATION only: the IVR module name
browser	bool		AGENT only: browser-phone-reachable, no PSTN number

TransferTargetsRequest

TransferTargetsRequest / TransferTargetsResponse back the transfer-target autocomplete (blind transfer + add-member dialogs). query filters server-side; empty returns the default result set (a synthetic NUMBER target only appears once query looks like a number).

Field	Type	Label	Description
query	string

TransferTargetsResponse

Field	Type	Label	Description
targets	TransferTarget	repeated

WrapUpCancel

WrapUpCancel ends the agent's after-call-work early.

WrapUpExtend

WrapUpExtend adds time to the agent's after-call-work countdown.

Field	Type	Label	Description
seconds	int32		extra wrap-up seconds to add (e.g. 30)

WrapUpStatus

WrapUpStatus is the after-call-work countdown.

Field	Type	Label	Description
active	bool
remaining_seconds	int32
last_call_type	string
can_cancel	bool
can_extend	bool

AgentState

Name	Number	Description
AGENT_STATE_UNSPECIFIED	0
AGENT_STATE_OFFLINE	1
AGENT_STATE_AVAILABLE	2
AGENT_STATE_IN_CALL	3
AGENT_STATE_WRAP_UP	4
AGENT_STATE_PAUSED	5
AGENT_STATE_RINGING	6
AGENT_STATE_BUSY	7

CallDirection

Name	Number	Description
CALL_DIRECTION_UNSPECIFIED	0
CALL_DIRECTION_INBOUND	1
CALL_DIRECTION_OUTBOUND	2

CallLifecycle

Name	Number	Description
CALL_LIFECYCLE_UNSPECIFIED	0
CALL_LIFECYCLE_INIT	1
CALL_LIFECYCLE_RINGING	2	offer present; client should answer
CALL_LIFECYCLE_IN_PROGRESS	3
CALL_LIFECYCLE_BRIDGED	4	media flowing both ways
CALL_LIFECYCLE_COMPLETED	5
CALL_LIFECYCLE_FAILED	6

CallSource

Name	Number	Description
CALL_SOURCE_UNSPECIFIED	0
CALL_SOURCE_API	1
CALL_SOURCE_WEBRTC	2
CALL_SOURCE_QUEUE	3
CALL_SOURCE_TRANSFER	4
CALL_SOURCE_DIALER	5
CALL_SOURCE_CONFERENCE	6
CALL_SOURCE_CALLBACK	7

CampaignMemberState

CampaignMemberState is the predictive-dialer campaign membership lifecycle: offline -> logging_in -> waiting -> in_progress -> disposition (-> waiting for the next lead), with idle as the paused branch (waiting/logging_in <-> idle via pause/resume) and leave returning to offline from any state.

Name	Number	Description
CAMPAIGN_MEMBER_STATE_UNSPECIFIED	0
CAMPAIGN_MEMBER_STATE_OFFLINE	1
CAMPAIGN_MEMBER_STATE_LOGGING_IN	2
CAMPAIGN_MEMBER_STATE_WAITING	3
CAMPAIGN_MEMBER_STATE_IDLE	4	paused
CAMPAIGN_MEMBER_STATE_IN_PROGRESS	5
CAMPAIGN_MEMBER_STATE_DISPOSITION	6

TransferTargetKind

TransferTargetKind discriminates a TransferTarget. The wire type only ever carries agent / number / application (a UI may group results differently, e.g. a "phonebook" section, but that is presentation only).

Name	Number	Description
TRANSFER_TARGET_KIND_UNSPECIFIED	0
TRANSFER_TARGET_KIND_AGENT	1
TRANSFER_TARGET_KIND_NUMBER	2
TRANSFER_TARGET_KIND_APPLICATION	3

Agent

Method Name	Request Type	Response Type	Description
Authenticate	AuthenticateRequest	Identity	Authenticate validates the caller's bearer token and returns the resolved agent identity (id, account, presence).
Subscribe	SubscribeRequest	StateUpdate stream	Subscribe + Send are the control stream, split into its server→client and client→server halves — the one shape every client uses (RPC-A4 retired the earlier bidi Session RPC, which needed HTTP/2 end-to-end and couldn't ride gRPC-web or a plain HTTP/1.1 ingress). Subscribe is the server→client half (StateUpdate: one snapshot on open, then entity-level patches; UI = f(AgentView)). Send is the client→server half (one Command per unary call). Together they key to the agent's one state store. Command rejections arrive as an Error on the Subscribe stream, never on Send's reply.
Send	Command	Ack
GetHistory	HistoryRequest	HistoryResponse	GetHistory returns the agent's past calls (the History tab). A unary query — history is on-demand reference data, not part of the live AgentView snapshot.
GetSmsThread	SmsThreadRequest	SmsThreadResponse	GetSmsThread returns the messages of one SMS conversation (the chat thread). A unary query like GetHistory — the live AgentView carries only the SmsConversation summary; the full thread is fetched on demand. conversation_id is a query param (it can be a peer phone number when no conversation id is available), so this stays distinct from the POST /v1/agent/sms send.
GetPhonebook	PhonebookRequest	PhonebookResponse	GetPhonebook returns the agent's dial-from contacts + recent numbers (the Contacts tab). A unary query like GetHistory: the live AgentView carries a phonebook snapshot frozen at register (AgentInfo.phonebook); this re-pulls the merged contacts+recents list on demand (refresh) so a long-running session can see new contacts. query filters by label/number.
GetTransferTargets	TransferTargetsRequest	TransferTargetsResponse	GetTransferTargets autocompletes blind-transfer / add-member targets as the agent types — agents, raw numbers, and IVR applications. query filters server-side (substring across name/email/number for agents, name for applications); the lookup has no call-context param, so eligibility by call direction is a separate, already-server-computed flag the client applies itself (CallState.can_transfer_to_application hides APPLICATION results).
GetState	GetStateRequest	AgentView	GetState returns the agent's current AgentView as a single unary call — the REST/web "get current state" (the Subscribe stream is the realtime twin). When no live session backs the caller, the server builds the snapshot on demand (agent + presence + wrap-up); live call state requires a stream.
SendSms	SendSmsRequest	SmsConversation	SendSms sends an SMS and returns the (upserted) conversation summary. Exposed over REST as POST /v1/agent/sms and as the Command.send_sms intent on the stream — both send the same message.
ListCampaigns	ListCampaignsRequest	ListCampaignsResponse	ListCampaigns lists the outbound-dialer campaigns the agent may join (the Outbound tab's campaign picker) — on-demand reference data like GetPhonebook/GetTransferTargets.
ListDispositions	ListDispositionsRequest	ListDispositionsResponse	ListDispositions lists the available call-outcome codes for the disposition picker — on-demand reference data like ListCampaigns. The list is a static global, not campaign-scoped, so the request carries no campaign id.

Scalar Value Types

.proto Type	Notes	C++	Java	Python	Go	C#	PHP	Ruby
double		double	double	float	float64	double	float	Float
float		float	float	float	float32	float	float	Float
int32	Uses variable-length encoding. Inefficient for encoding negative numbers – if your field is likely to have negative values, use sint32 instead.	int32	int	int	int32	int	integer	Bignum or Fixnum (as required)
int64	Uses variable-length encoding. Inefficient for encoding negative numbers – if your field is likely to have negative values, use sint64 instead.	int64	long	int/long	int64	long	integer/string	Bignum
uint32	Uses variable-length encoding.	uint32	int	int/long	uint32	uint	integer	Bignum or Fixnum (as required)
uint64	Uses variable-length encoding.	uint64	long	int/long	uint64	ulong	integer/string	Bignum or Fixnum (as required)
sint32	Uses variable-length encoding. Signed int value. These more efficiently encode negative numbers than regular int32s.	int32	int	int	int32	int	integer	Bignum or Fixnum (as required)
sint64	Uses variable-length encoding. Signed int value. These more efficiently encode negative numbers than regular int64s.	int64	long	int/long	int64	long	integer/string	Bignum
fixed32	Always four bytes. More efficient than uint32 if values are often greater than 2^28.	uint32	int	int	uint32	uint	integer	Bignum or Fixnum (as required)
fixed64	Always eight bytes. More efficient than uint64 if values are often greater than 2^56.	uint64	long	int/long	uint64	ulong	integer/string	Bignum
sfixed32	Always four bytes.	int32	int	int	int32	int	integer	Bignum or Fixnum (as required)
sfixed64	Always eight bytes.	int64	long	int/long	int64	long	integer/string	Bignum
bool		bool	boolean	boolean	bool	bool	boolean	TrueClass/FalseClass
string	A string must always contain UTF-8 encoded or 7-bit ASCII text.	string	String	str/unicode	string	string	string	String (UTF-8)
bytes	May contain any arbitrary sequence of bytes.	string	ByteString	str	[]byte	ByteString	string	String (ASCII-8BIT)