The Click-to-Call Support API enables external applications such as CRMs, business applications, or custom systems to initiate calls through Smartflo without requiring users to log in to the Smartflo portal.

Unlike the regular Click-to-Call API, the Click-to-Call Support API follows a customer-first calling approach. Smartflo first initiates a call to the customer. Once the customer answers, Smartflo initiates the second leg of the call to the destination configured with the Click-to-Call Support API Key.

This approach ensures that the configured destination is contacted only after the customer has answered the call. The API operates asynchronously. It immediately acknowledges that the request has been accepted for processing instead of waiting for the call to be answered or completed.

To track the actual call progress and final outcome, configure Smartflo Webhooks.

Typical Flow

The Click-to-Call Support API follows the below sequence:

1. Your application sends a Click-to-Call Support request to Smartflo.
2. Smartflo validates the Bearer Token, API Key, and request parameters.
3. Smartflo accepts the request and immediately returns the request acceptance response.
4. Smartflo initiates the first leg of the call to the customer.
5. Once the customer answers, Smartflo initiates the second leg of the call to the configured destination.
6. Smartflo bridges the customer and destination.
7. Call progress and final call status are communicated to your application through Webhooks.

Example

Your Application → Smartflo → Customer → Destination

Note: A successful API response only confirms that the request has been accepted for processing. It does not indicate that the customer or destination has answered or that the call has been connected.

How it Works

The Click-to-Call Support API requires both a Token and a Click-to-Call Support API Key. The diagram below provides a high-level overview of the Click-to-Call support workflow, including call initiation, agent connection, customer dialing, and call bridging.

For detailed information about generating and managing the API Key, refer to:

Click-to-Call Support API - Getting Started

Important: The Bearer Token is passed in the Authorization header, while the Click-to-Call Support API Key is passed as the api_key request parameter.

Request Headers

The following headers are required to invoke the Click-to-Call Support API.

Request Parameters

Provide the following parameters in the request body to initiate a Click-to-Call Support request.

Note: Parameters marked with * are mandatory.

Sample Request

The following example demonstrates how to initiate a Click-to-Call Support request.

curl --request POST \
  --url https://api-smartflo.tatateleservices.com/v1/click_to_call_support \
  --header "Content-Type: application/json" \
  --header "Authorization: Bearer <YOUR_API_TOKEN>" \
  --data '{
    "customer_number": "999XXX8887",
    "api_key": "<YOUR_API_KEY>",
    "caller_id": "9180694XXXXX",
    "async": 1,
    "customer_ring_timeout": 30,
    "call_timeout": 300,
    "custom_identifier": {
      "customer_id": "CUST1XX45",
      "ticket_id": "TKT9XX65"
    }
  }'

Sample Response (Success)

The following example shows the response returned when the Click-to-Call Support request is successfully accepted for processing.

{
    "success": true,
    "message": "Originate successfully queued",
    "ref_id": "504XX41c-c2Xe-4eX4-9X9e-bXX0f10dXXc2"
}

Note: The successful response confirms only that Smartflo has accepted the request for processing. It does not indicate that the call has been answered or connected.

Response Parameters

The API returns the following parameters indicating whether the request has been accepted for processing.

The ref_id is a unique reference generated for the Click-to-Call Support request. Store this value in your application because it can be used to correlate the initial API request with subsequent Webhook events and supported call operations.

Call Status & Webhooks

The Click-to-Call Support API returns only the request acceptance status. Actual call progress, including call initiation, ringing, answered, completed, failed, and other call events, is communicated through Smartflo Webhooks.

For detailed information about supported Webhook events, payload structure, and configuration, refer to the Smartflo Webhook Documentation.

Response Codes

The following response codes help you identify whether the request was processed successfully or if corrective action is required due to an error.

Note: The exact error message returned in the response provides additional information about the cause of the failure.

Error Response Example

The following example shows the response returned when the API request cannot be processed due to invalid input, authentication issues, or other request validation errors.

{
    "success": false,
    "message": "Invalid details provided."
}

{
    "customer_number": [
        "The customer number must be between 10 and 12 digits."
    ]
}

Common Error Messages

The following table lists common errors, their possible causes, and recommended resolutions.

📘 Notes!

• The API is asynchronous and immediately acknowledges the request after successful validation.

• Pass async as 1. Synchronous mode is not supported.

• Store the returned ref_id to correlate the API request with subsequent Webhook events and future call operations.

• You can include up to 10 custom identifiers per request. The combined JSON representation of all custom identifiers must not exceed 512 characters.

• Custom identifier values must be alphanumeric. The $ character is not supported.

• Configure Webhooks to receive real-time updates on the complete call lifecycle.

Related APIs

The following APIs can be used along with the Click-to-Call Support API to manage active calls, retrieve call information, and receive real-time events.