Omni Toolbar

26 min

Overview

The Omni Toolbar is Exotel’s unified agent workspace that embeds directly into customer CRMs or internal tools to handle voice, chat, WhatsApp, and future channels from a single, consistent interface.

From a customer’s point of view, the Omni Toolbar:

Replaces fragmented CTI and channel-specific widgets

Preserves context across channels

Reduces agent training and handling time

Acts as the single control surface for all interactions

If you’ve previously used the Generic Toolbar Integration, think of Omni Toolbar as:

The same CTI foundation, evolved for omnichannel, scale, and future extensibility.

The Omni Toolbar is designed for:

Customers embedding Exotel into CRMs.

Customers building custom agent desktops

Customers migrating from voice-only CTI to omnichannel

Enterprises that want one integration instead of per-channel integrations

If your agents switch tabs, windows, or tools to manage calls, chats, and WhatsApp today — Omni Toolbar is meant for you.

Core Capabilities

Embeds as a floating or docked toolbar inside your application

Manages agent login, presence, and state

Handles inbound and outbound interactions

Supports voice, chat, WhatsApp (channel-aware UI)

Triggers screen pops and contextual actions

Maintains interaction lifecycle events

Supports future extensibility without reintegration

Setup for CRM Integration (Iframe Model)

The Ameyo Omni Web Toolbar is designed to be embedded within an iframe on the third-party CRM's web page.

Iframe Container: The third-party CRM must have a <div> element with the ID ameyoIframeDiv to contain the toolbar iframe. Sample URL :- https://<yourECCDomainName>/omniapp/toolbar/index.html

Currently, we support a minimum size equivalent to the iPhone SE dimensions i.e., 375 (width) × 667 (height).

Initialization Script: The integration requires importing the SDK JavaScript file and initializing the SDK with the crm context:JavaScript

Omni Toolbar is embedded into your application UI

It runs independently but communicates via defined events

Your application remains the source of truth for navigation and data

const sdkConfig = { context: "crm", origin: "https://<your_crm_domain>", instanceId: "ameyoIframe" // The iframeId embedding the CRM }; // After loading SDK module... sdk.initialize(sdkConfig);

Event-Driven Interaction Model

Omni Toolbar communicates via events, not tight coupling.

Typical lifecycle:

Toolbar initializes

Agent logs in

Interaction arrives (call/chat/WhatsApp)

Toolbar emits interaction event

Host app reacts (screen pop, fetch data)

Agent completes interaction

Toolbar emits wrap-up event

This model keeps integrations stable even as channels evolve.

Screenshots of a sample integration and how events are passed

Core Integration Usecases & SDK Mapping

The following table maps the actions required for standard Generic Toolbar Integration to the Omni SDK APIs and Events:

Generic Toolbar Action	SDK Interaction Flow	Omni SDK API / Event	Category
CRM to Ameyo (e.g., Single Sign-On)	The CRM system initiates a request to authenticate and log in the agent into the Omni Toolbar.	login / forceLogin	Session Management
CRM to Ameyo (e.g., Click-to-Dial)	The CRM initiates an action (e.g., clicking a phone number) to start a new outbound interaction.	initiateInteraction	Interaction Management
Ameyo to CRM (e.g., Screen Pop)	The Ameyo platform (on call arrival or connection) sends a real-time notification to the CRM to fetch and display customer details.	showCrm (Event)	CRM & Record Handling
CRM to Ameyo (e.g., Call Disposition)	The CRM collects wrap-up data and sends it back to the Omni Toolbar to officially end the interaction in the Ameyo system.	disposeInteraction	Interaction Management

Initialise SDK

API Name	Params	Description	Sample Response
initialize	config = { context: string (“crm” ) origin: string instanceId: string (default is ameyoIframe) }	To initialise the SDK	--
setBaseUrl	url: string		--
getBaseUrl	no params required		--
onLoadHandler	isLoaded: boolean	To inform the toolbar/UI that the App/CRM is loaded	--

Session and Authentication APIs

Session

SSO in Ameyo requires the user ID to be the same in both Ameyo and the CRM. The CRM calls the login API.

API Name	Params	Description	Sample response
login	username: string password: string authPolicy: string (optional)	Login a user	Result Successfully Logged In
forceLogin	username: string password: string authPolicy: string (optional)	ForceLogin a user	Result Successfully Logged In
getSelectedExtension	no params required	Get extension data while extension selection or while change selection	{ callContextId: phone: "1234567890" }
logout	no params required	Logout user	Result Logout successful
getCurrentUser	no params required	Get current logged in user data	{ "userId": "executive", "userType": "Executive", "userName": "executive" }
getSelectedCampaigns	no params required	Get campaign data while campaign selection or while changing campaign	[ { "campaignId": 47, "campaignName": "whatsapp_chat", "campaignType": "Omni Campaign", "processId": 5 } ]
getAgentSession	no params required	Get all agent session data	{ "userId": "executive", "userType": "Executive", "terminalInfo": null, "userName": "executive", "breakStatuses": [ "Coffee-break", "Dinner-Break", "Lunch-Break" ], "readStatuses": [ "Available" ], "campaignInfos": [ { "campaignName": "whatsapp_chat", "campaignId": 47, "campaignType": "Omni Campaign", "dialTimeOut": 30, "blendGroupId": null, "defaultWorking": false, "primaryCampaign": false, "processId": 5, "wrapTimeout": 10, "acwConnected": 30, "acwNotConnected": 30, "isAcwConnectedEnabled": false, "localIVRInfos": [], "campaignTPVBean": { "campaignId": 47, "tpvName": [], "tpvPhone": [] }, "acwConnectedEnabled": false } ], "telephonyChannel": null, "knowledgeBaseURL": "https://www.ameyo.com/", "pingInterval": 20000, "pingNotificationTimeout": 60000, "sessoinTimeout": 180000, "commandTimeout": 20000, "maxPhoneLengthAllowed": 20, "transferConfiguration": null, "conferConfiguration": null, "maxNumberOfCharactersToDisplayInCampaign": 999, "preContextId": null, "prePhone": null, "maskedPrivileges": [], "defaultReady": false, "addCustomerToDial": true, "dialPhoneEnable": true, "allowInternalChat": true, "allowLocalIVR": true, "allowSuccessiveCalls": true, "overrideSelfCallBack": true, "shouldHoldBeforeConfer": false, "shouldUnholdBeforeTransfer": false, "holdAllOnConferEnable": false, "shouldAllowTransferToAssignedCampaignsOnly": false, "shouldDisableOnVrDown": true, "allowScreenRecord": false, "autoSelectSingleAssignedCampaign": true, "webUrl": "http://www.ameyosuite.com", "campaignMaskedPrivilegeMap": { "campaignId_127": [], "campaignId_47": [], "campaignId_172": [] }, "viewPrivileges": null, "loginProperties": {}, "preferences": {}, "srsIp": "localhost", "srsPort": "8889", "agentBreakTimeThreshold": "", }

Session Events

Event Name	Description	Sample Response
loginStatus	Gets the data for login status of the user	Login status event received Successfully logged in
userAvailabilityStatusChanged	Gets the data for change in user availability	User availability status changed: { "isAvailable": true, "autoCallStatus": true, "statusDescription": "Available", "autoCallStateChangeCause": "agent_set_ready" }
campaignSelected	Gets the selected campaign details, including campaign id and name	Campaign selected: [{ "campaignId": 172, "campaignName": "mohit_omni_camp", "campaignType": "Omni Campaign", "processId": 78 }]
extensionSelected	Gets the selected extension details, including extension id and name	Extension selected: { "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-mGaqeOT4CAaxYr1nqW1FaKjcL0gztSuLcfl3ZcCBXM3O2ut6iumdbSoeke0EOosCaaRlWZHdbaGlflgOqKnznhg0RLVX86n0YdVM2mEotM7hp2M1hx7C-6-uce-16" }

Interaction and Call Management APIs

These APIs cover the telephony operations initiated from the CRM (e.g., Click-to-Dial) or the subsequent call management functions.

Dialing and Interaction APIs

API Name	Params	Description	Sample response
initiateInteraction	channelType: string (“voice” \| “chat”) channelDetails: { phone: string (optional) name: string (optional) appId: string (optional) [key: string]: any } campaignId: number customerId: number (optional) searchables: string[] (optional) interactionRelationId?: string (optional) channelSubType: string (optional) additionalInfo: any (optional)	Initiates an interaction	{ "result": "success", "reason": "success" }
disposeInteraction	channelType: string (“voice” \| “chat”) interactionId: string dispositionCodeId: number notes: string (optional) additionalParams: { callbackTime: string phone: string isSelfCallback: boolean } (optional) callback time example: "2025-07-06T09:56:40+0530" (ISO 8601)	Disposes an interaction	Result ok
disposeAndInitiateNewInteraction This API is for voice only	interactionId: string dispositionCodeId: number phone: string notes: string (optional)	Disposes and initiates a new interaction	Result ok
getAllLiveInteractionsForAgent	no params required	Fetches the details of all live interactions of the agent	[ { "data": { "id": "f57fe43b-bd7a-4c31-8498-5724ee2507", "title": null, "customer_id": -1, "last_assigned_user_id": "anshika_agent", "last_assigned_user_name": "anshika_agent", "contact_center_id": 5, "process_id": 78, "last_campaign_id": 172, "last_campaign_name": "mohit_omni_camp", "last_queue_id": 134, "last_queue_name": "dev_queue", "last_disposition": null, "interaction_media_id": "d764-6879fb2e-vchat-70", "channel_name": "CHAT", "sub_channel": "WebChat", "direction": "INCOMING", "date_added": "2025-07-18T11:13:36.753+00:00", "date_modified": "2025-07-18T11:13:37.116+00:00", "date_disposed": null, "interaction_relation_id": "f57fe43b-bd7a-4c31-8498-5724ee2507", "status": "OPEN", "reopen_count": 0, "last_reopen_time": null, "first_assigned_date": "2025-07-18T11:13:37.085+00:00", "last_assigned_date": "2025-07-18T11:13:37.085+00:00", "linked_objects": [], "channel_data": null, "related_interactions": null, "linked_connector_id": 23, "last_application_instance_id": "App-Server-fWG2MYiupg", "additional_info": { "XMPP_METADATA": { "users": [ { "id": "anshika_agent", "name": "anshika_agent", "xmppId": "xmpp_user_4qlt4tvgcb@chat-service-7ccd544c55-h4nvc" } ], "customer": { "name": "test", "xmppId": "xmpp_customer_conference_j6tncvidns" }, "xmppChatRoomId": "xmpp_chatroom_conference_jpmxwvgq34@conference.chat-service-7ccd544c55-h4nvc" }, "CHAT_CUSTOMER_CRT_OBJECT_ID": "d764-6879fb2e-dccf-37" } }, "http_code": 200, "error_data": null } ]
getCurrentInteraction	no params requires	Fetches the details of the interaction that the agent is currently on	{ "data": { "id": "87b41b89-8a79-44dd-a8d1-2ba7882507", "title": null, "customer_id": 735076692678909, "customer_name": "anshika", "last_assigned_user_id": "anshika_agent", "last_assigned_user_name": "anshika_agent", "contact_center_id": 5, "process_id": 78, "last_campaign_id": 172, "last_campaign_name": "mohit_omni_camp", "last_queue_id": 0, "last_disposition": null, "interaction_media_id": "d764-6879fb2e-vcall-105", "channel_name": "VOICE", "sub_channel": null, "direction": "OUTGOING", "date_added": "2025-07-18T11:12:34.898+00:00", "date_modified": "2025-07-18T11:13:04.457+00:00", "date_disposed": null, "interaction_relation_id": "87b41b89-8a79-44dd-a8d1-2ba7882507", "status": "OPEN", "reopen_count": 0, "last_reopen_time": null, "first_assigned_date": "2025-07-18T11:12:34.898+00:00", "last_assigned_date": "2025-07-18T11:13:04.457+00:00", "linked_objects": [], "channel_data": null, "related_interactions": null, "linked_connector_id": 23, "last_application_instance_id": "App-Server-fWG2MYiupg", "additional_info": { "VOICE_CUSTOMER_CRT_OBJECT_ID": "d764-6879fb2e-vce-91" } }, "http_code": 200, "error_data": null }
getIsInteractionOwnedByUser	no params required	Will get the ownership status of the interaction, for example, in case of confer, the call lands on agent A and then agent B is added in conference, if we check ownership status at agent B it will show false.	TRUE

Interaction Lifecycle Events

These events are crucial for synchronizing the state of a call between the Ameyo toolbar and the external CRM:

interactionInitiated	Gets the data for the interaction, the channel, the user and the customer for which the interaction has been initiated	Integration interactionInitiated event received { "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": { "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } }
callRinging	Fetches information about the call, the user and the customer to whom it was made while the call is in ringing state	callRinging event received { "interactionId": "7ea1bd1b-5983-4f23-970a-0d99642507", "campaignId": 172, "queueId": null, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-rrtuxJxpN7ecoIjPtfSj2ubCbmGbWT4PfcAuG03kNDQFXKjfbL7GX0DHRQduSlvEYA7vA4AzPQhlTSSmX8Z6fNw44P8Iwuk5bdjknZL4WXi0cLjIyj8J-78-uce-1234567890@5", "channelDetails": { "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-35" }, "customerCrtObjectId": "d279-6874b064-vce-19", "customerDetails": { "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } }
interactionConnected	Gets the data for the interaction, the channel, the user, and the customer to which the interaction is connected to	interactionConnected event received { "interactionId": "c15a278d-66ff-47ed-a0c0-cba5492507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-21" }, "customerCrtObjectId": "d279-6874b064-vce-7", "customerDetails": { "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } }
interactionDisconnected	Gets the data for the interaction, the channel, the user, and the customer from which the interaction is disconnected	interactionDisconnected event received { "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": { "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } }
interactionDisposed	Gets the data for the interaction, the channel, the user, and the customer for which the interaction is disposed along with the disposition details of the interaction	interactionDisposed event received { "interactionId": "c15a278d-66ff-47ed-a0c0-cba5492507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "VOICE", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-21" }, "dispositionDetails": { "dispositionClass": "Closed", "dispositionCode": 588, "callNotes": "" } }
interactionEnded	Gets the data for the interaction, the channel, the user, and the customer for which the interaction is ended	interactionEnded event received { "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "voice" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": {} }
customerLinkedToInteraction	Gets the data for the interaction and the channel to which the customer is linked to along with the linked customer details	interactionLinked event received { "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "campaignId": 172, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "voice", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": { "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } }
customerUnlinkedToInteraction	Gets the data for the interaction and the channel from which the customer is unlinked from along with the unlinked customer details	{ "interactionId": "83937022-6ddd-4194-9395-4bc7c72507", "campaignId": 172, "queueId": null, "userCrtObjectId": "d279-68786f8d-ses-executive-appId-App-Server-pHnEm4nGW4-IpuUJTau5NwCQc4keOWJiogD6JtHDZlfvqD2gi4lwtBk5ApW5T8ULxL8dVwFUi6AZVOB5hxY4ITuO1VT80k9aYcExjpcgpVwOY8w6qpq5VGullWInaS7-940-uce-1234567890@5", "channelDetails": { "channelType": "VOICE", "associationType": "manualdial.association", "callId": "d279-68786f8d-vcall-362" }, "customerCrtObjectId": "d279-68786f8d-vce-329", "customerDetails": { "customerId": null, "name": null, "phone": "1234567890" } }
interactionTransferred	Gets the data for the interaction, the user and the channel for which the interaction has been transferred along with the transfer details	interactionTransferred event received { "interactionId": "c15a278d-66ff-47ed-a0c0-cba5492507", "transferType": "transferToUser", "transferContextId": "moh5", "channelType": "VOICE", "channelDetails": { "callId": "d279-6874b064-vcall-21", "crtObjectId": "d279-6874b064-ses-moh5-appId-App-Server-WBOSWo8hqn-mbns0GzYPxAjBULswJQoTSNn7likTcaj8qmjqxrzBvwaL2lisgAw70A48bvDjlbDsj4PZNpo40HUAKxF5Zd4wa7keO8V0dcN2STUW1vqMt6wHA5DuXd0-22-uce-moh5cRJkUZ5Z@6", "memberCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5" }, "campaignId": 172 }
interactionConferred	Gets the data for the interaction, the user and the channel for which the interaction has been conferred along with the confer details	Interaction conferred { "interactionId": "0c431e04-e78d-454b-a0ec-bc2aa72507", "conferedType": "conferToPhone", "status": "initialized", "conferedContextId": "8368941654", "channelType": "VOICE", "channelDetails": { "callId": "d279-6874b064-vcall-23", "crtObjectId": "d279-6874b064-vce-11", "memberCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5" }, "campaignId": 172 }
getIsInteractionOwnedByUser	Automatically checks ownership status for current interaction, ie, interaction on which agent’s screen is	FALSE

CRM & Record Handling

Screen Pop and Customer Information

The Screen Pop functionality is a core use case, where the CRM displays customer information upon a call's arrival or initiation.

API Name	Params	Description	Sample response
setRecordInfoForInteraction	interactionId: string recordId: string recordType: string recordName: string additionalInfo: any (optional)	Stores the resolved customer details for the current interaction	{ "data": "{\"crtObjectId\":\"d279-68786f8d-vce-49\",\"info\":{\"recordId\":\"1\",\"recordName\":\"recordName\",\"recordType\":\"contact\"},\"campaignContextId\":172,\"actionType\":\"Add or Update\"}" }
showMultipleRecordsForInteraction	interactionId: string, recordsInfo: CRMRecordInfo[] CRMRecordInfo = { recordId: string, recordType: string, recordName: string, additionalInfo: any(optional) }	Displays all identified customers and their associated information on the user interface during a live interaction.	//customer info will be displayed on UI
showMultipleRecordsForPreview	phone: string, recordsInfo: CRMRecordInfo[] CRMRecordInfo = { recordId: string, recordType: string, recordName: string, additionalInfo: any(optional) }	Displays all customers and their associated information when customer details are previewed for a given phone number.	//customer info will be displayed on UI
sendCurrentCRMRecordOpened	CRMRecordInfo = { recordId: string, recordType: string, recordName: string, additionalInfo: any(optional) }	sends currently opened object information to UI	//displays currently opened object's info on UI
getAllContacts	connectorId: string, objectId: string	Fetches all contacts for a connector Id and object Id	[ [ { "field": "Id", "value": "003dL000000Pun1QAC", "type": "id" }, { "field": "FirstName", "value": "Jack", "type": "string" }, { "field": "LastName", "value": "Rogers", "type": "string" }, { "field": "Phone", "value": "(336) 222-7000", "type": "phone" }, { "field": "OtherPhone", "value": null, "type": "phone" } ], [ { "field": "Id", "value": "003dL000000Pun3QAC", "type": "id" }, { "field": "FirstName", "value": "Andy", "type": "string" }, { "field": "LastName", "value": "Young", "type": "string" }, { "field": "Phone", "value": "(785) 241-6200", "type": "phone" }, { "field": "OtherPhone", "value": null, "type": "phone" } ] ]
getAllCases	connectorId: string, objectId: string	Fetches all cases for a connector Id and object Id	[ [ { "field": "Id", "value": "500dL000001oNEhQAM", "type": "id" }, { "field": "Subject", "value": "Performance inadequate for second consecutive week", "type": "string" }, { "field": "Description", "value": null, "type": "textarea" } ], [ { "field": "Id", "value": "500dL000001oNEiQAM", "type": "id" }, { "field": "Subject", "value": "Starting generator after electrical failure", "type": "string" }, { "field": "Description", "value": null, "type": "textarea" } ] ]
createCase	objectType: string, data: any, connectorId: string	Creates a new case	--
updateObject	objectType: string, data: any, connectorId: string, objectId: string	Updates the attached object	--
searchCase	connectorId: string, objectType: string, search: string, searchField: string, limit: number, offset: number	Searches the case based on fields	[ [ { "field": "Id", "value": "500dL000001oNEhQAM", "type": "id" }, { "field": "Subject", "value": "Performance inadequate for second consecutive week", "type": "string" }, { "field": "Description", "value": null, "type": "textarea" } ] ]
sendDataToCRM	contextData: any	Sends data from the app to CRM	//shows whatever data is sent in the API
sendDataToApp	contextData: any	Sends data from CRM to app	//shows whatever data is sent in the API

CRM events

Event Name	Description	Sample Response
showCrm	Gets the configured CRM data along with the interaction, user and customer details	showCrm event received { "interactionId": "cd787e9a-fac0-4f1e-b823-a998532507", "userId": "executive", "campaignId": 172, "queueId": null, "userCrtObjectId": "d279-6874b064-ses-executive-appId-App-Server-WBOSWo8hqn-s0qX4novCTO6XZ1JkT54lF7ZKZsX8YysJYDp3iQlNfZLUXCG22OIMkuD4l7coVcm70oA5lKbvMNuAm2tWloo0cVUU79WCCCIhDGFsSKQmgc1M2RkHa5y-53-uce-1234567890@5", "channelDetails": { "channelType": "VOICE", "associationType": "manualdial.association", "callId": "d279-6874b064-vcall-20" }, "customerCrtObjectId": "d279-6874b064-vce-6", "customerDetails": { "customerId": 735076692678909, "name": "anshika", "phone": "1234567890" } }
openRecord	Opens the record on the CRM	--
onAttachButtonClick	Links current interaction with CRM customer	--
onUnAttachButtonClick	Unlinks current interaction with CRM customer	--
onCreateButtonClick	To create object on CRM	--
getCurrentCRMRecordOpened	Fetches current CRM record	--
handlePreview	Searches customer on CRM on preview click	--
handleInteractionDisposed	Sends interaction disposition related information to CRM for activity dumping	--
receiveDataFromApp	CRM receives data from app	//data sent from app is seen in CRM
receiveDataFromCRM	App receives data from CRM	//data sent from CRM is shown in App

Disposition Code Retrieval

The CRM can retrieve the two-level disposition codes (Disposition Class and Disposition Code) from Ameyo to display a custom disposition screen.

API Name	Params	Description	Sample response
getDispositionCodesWithDispositionClass	campaignId : number	Gets the disposition class and corresponding codes for a given campaignId	[ { "classId": 588, "className": "Status", "dispositionCodeBean": [ { "dispositionCodeId": 1344, "dispositionCodeName": "Open" }, { "dispositionCodeId": 1345, "dispositionCodeName": "Closed" }, { "dispositionCodeId": 820, "dispositionCodeName": "New" } ] } ]

Get Configurations

API Name	Params	Description	Sample response
getOmniCrmObjectConfiguration	no params required	Gets the details of all the objects for the crm	[ { "id": 33, "crm_connector_id": 23, "object_type": "Case", "objects_metadata": { "Case": { "is_visible": true, "field_metadata": [ { "field_name": "Id", "label": "Case ID", "crm_field_type": "String", "field_type": "id", "should_show_on_preview": true, "is_required_in_object_creation": false, "is_searchable": true, "standard_field_name": "", "priority": 1, "should_hide_on_object_creation": true, "complex_fields": null, "required_in_object_creation": false, "searchable": true }, { "field_name": "Subject", "label": "Subject", "crm_field_type": "String", "field_type": "string", "should_show_on_preview": true, "is_required_in_object_creation": true, "is_searchable": true, "standard_field_name": "", "priority": 2, "should_hide_on_object_creation": false, "complex_fields": null, "required_in_object_creation": true, "searchable": true }, { "field_name": "Description", "label": "Description", "crm_field_type": "String", "field_type": "textarea", "should_show_on_preview": true, "is_required_in_object_creation": false, "is_searchable": false, "standard_field_name": "", "priority": 3, "should_hide_on_object_creation": false, "complex_fields": null, "required_in_object_creation": false, "searchable": false } ], "visible": true } }, "date_added": "2024-08-13T10:48:33.862+00:00", "date_modified": "2024-08-13T10:48:33.862+00:00", "ref": 1, "version": 1 } ]
getOmniCrmConfiguration	no params required	Fetches the details of the crm configuration	{ "crm_connector_id": 23, "process_id": 78, "crm_type": "salesforce", "crm_domain": "https://exotel88-dev-ed.develop.my.salesforce.com", "crm_version": "", "syncing_enabled": false, "syncing_mode": "PERIODIC", "record_syncing_interval": 3600000, "record_syncing_complete": true, "batch_size": 1000, "max_number_of_distinct_recordings": 3, "date_added": "2024-08-13T10:46:39.613+00:00", "date_modified": "2025-01-15T10:30:53.334+00:00", "ref": 1, "version": 5 }
getPhoneNumberForSearch	no params required	Fetches the customer phone that is added on the start interaction screen	//will get the phone number entered
getPrimaryColumnName	no params required	Fetches the primary column name	"id"

HTTP Communication

API Name	Params	Description	Sample Response
invokeECCApi	microservice: Microservices url: string method: string (“get” \| “post” \| “put” \| “delete”) queryParams: Record<string, any> (optional) data: Record<string, any> \| FormData (optional) isMultipart: boolean (optional) url is api path here Microservices{ APPSERVER = 'appserver', CMS = 'cms', CFS = 'cfs', DATA_ENGINE = 'data-engine', CALLBACK_SERVER = 'callback-server', CUSTOMER_MANAGER = 'customer-manager', CHAT_SERVICE = 'chat-service', INTERACTION_SERVICE = 'interaction-service', CHAT_BOSCH_SERVICE = 'chat-bosch-service' }	This API is used to invoke appserver/cms/cfs/data-engine/callback-server/customer-manager/ chat-service/interaction-service/chat-bosch-service	{"searchables": ["id","first_name","phone1"] } //this is a sample response from one Appserver API
invokeThirdPartyApi	url: string method: string (“get” \| “post” \| “put” \| “delete” \| “patch”) headers: Record<string, string> (optional) queryParams: Record<string, any> (optional) data: Record<string, any> \| FormData (optional) isMultipart: boolean (optional)	This API is used to invoke any third party API	{ "status": 200, "data": { "page": 2, "per_page": 6, "total": 12, "total_pages": 2, "data": [ { "id": 7, "email": "[email protected]", "first_name": "Michael", "last_name": "Lawson", "avatar": "https://reqres.in/img/faces/7-image.jpg" } ], "support": { "url": "https://contentcaddy.io?utm_source=reqres&utm_medium=json&utm_campaign=referral", "text": "Tired of writing endless social media content? Let Content Caddy generate it for you." } }, "statusText": ""

UI Methods

API Name	Params	Description	Sample Response
setLoginInfo	username: string token: string	Populates login info on UI	//data will be visible on login screen UI
populateChannelDetailsForNewInteraction	channelType: string channelSubType: string channelDetails: { campaignId: string appName: string phone: string name: string }	Populates the details to set details to start an interaction	//data will be visible on the start interaction screen on UI
setExtensionInfo	callcontextId: number phone: string	Populates the extension info on the select extension and the change extension screen	//data will be visible on the select/change extension screen on UI
triggerToastNotification	message: string variant: string ('success' \| 'error' \| 'warning' \| 'info')	Triggers a toast notification for the user	//A toast notification will be visible on user screen
triggerDesktopNotification	notificationType: string notificationSubtype: string subject: string message: string	Triggers a desktop notification for the user	//A desktop notification will be visible on user screen

UI Events

Event Name	Description	Sample Response
windowVisibilityChanged	Checks if the current window is visible or not	{ isWindowVisible: true }
sendLifecycleEvent	Gets details like app is focused or not, loaded or not, when it is registered	"focused"
receiveData	Receives data from other apps	//Can see whatever is sent from the other app

Notification Events

Event Name	Description	Sample Response
notification	Triggers all the details regarding a bell notification including notification severity, type and message	Notification { "notificationId": "d279-6874b064-notify-2441", "displayMessage": "Call missed!! Customer Name: anshika Contact Number: 01234567890 Missed Call Time: Mon Jul 14 14:01:45 IST 2025", "severity": 2, "type": "application.notification.type", "subType": "notification.missed.call.type", "specificInfo": { "contextId": 52, "context": "MISSED_CALL", "campaignId": 172, "customerId": 735076692678909, "name": "anshika", "contact": "01234567890", "dateAdded": "2025-07-14 14:01:45.899", "phoneInfo": { "phone": "01234567890", "displayPhone": "01234567890" }, "additionalParams": { "notificationId": "d279-6874b064-notify-2441", "context": "MISSED_CALL" } }, "consolidationCount": 0, "dateAdded": "2025-07-14T08:31:48.925Z" }

Internal Communication

For custom logic and data synchronization between the embedded toolbar app and the main CRM page:

Srore Apps Data

API Name	Params	Description	Sample Response
get	key: string	Gets the value of a key from the local storage	Result "qwerty"
set	key: string value: string	Sets the key and it’s corresponding value in the local storage	Result successfully set store item //the key can be checked in local storage
delete	key: string	Deletes a key from the local storage	Result successfully deleted store item //the key will now be removed from the local storage

AppInstance

API Name	Params	Description	Sample Response
getAllInfo	appId: string	Fetches information for all loaded apps
getInfo	instanceId: string	Fetches information for app based on instanceId
sendDataToApp	instanceId: string, contextData: any	Sends data from one app to the other app based on instanceId	//shows data sent in contextData

Events

Event Name	Description	Sample Response
receiveData	Receives data from other apps	//Can see whatever is sent from the other app

Error Handling

The SDK provides explicit error codes to aid in debugging integration issues.

Error Type	Error Code	Description
TIMEOUT	1000	Request took too long and timed out.
REQUIRED_FIELD_MISSING	2001	A mandatory field (e.g., phone in initiateInteraction) was not provided.
HTTP_ERROR	3000	An HTTP-related issue occurred (e.g., 404, 500).
DATA_NOT_FOUND	4000	Requested data could not be located or does not exist.
INVALID_ORIGIN	1003	Request came from an unauthorized or untrusted source.