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Call Annotation Resource

(warning)

Warning

Currently the Call Annotation API is only available for the United States (US1) Region. Find more information on the Twilio Regional Product and Feature Availability page.

A Call Annotation captures subjective experience details for a voice call.

For instance, a Call Annotation can contain information about

call quality issues,
spam labeling,
customer-internal tags, and
other meta data.

Using the Call Annotation Resource, you can

for a specific call.

To get a list of Call Summaries with specific Call Annotations, you can use the Call Summaries Resource.

Annotation Properties

Property nameTypeRequiredDescriptionChild properties

call_sidSID<CA>Optional

Not PII

The unique SID identifier of the Call.

Pattern: ^CA[0-9a-fA-F]{32}$Min length: 34Max length: 34

account_sidSID<AC>Optional

Not PII

The unique SID identifier of the Account.

Pattern: ^AC[0-9a-fA-F]{32}$Min length: 34Max length: 34

answered_byenum<string>Optional

Not PII

Specifies which entity answered the call as determined by Answering Machine Detection. Possible enumerated values, one of: human, machine. human indicates the call was answered by a person. machine indicates the call was answered by an answering machine.

Possible values:

unknown_answered_byhumanmachine

connectivity_issueenum<string>Optional

Not PII

Specifies if the call had any connectivity issues. One of no_connectivity_issue, invalid_number, caller_id, dropped_call, or number_reachability.

Possible values:

unknown_connectivity_issueno_connectivity_issueinvalid_numbercaller_iddropped_callnumber_reachability

quality_issuesarray[string]Optional

Not PII

Specifies if the call had any subjective quality issues. Possible values are one or more of no_quality_issue, low_volume, choppy_robotic, echo, dtmf, latency, owa, or static_noise.

spambooleanOptional

Not PII

Specifies if the call was a spam call. Use this to provide feedback on whether calls placed from your account were marked as spam, or if inbound calls received by your account were unwanted spam. Is of type Boolean: true, false. Use true if the call was a spam call.

call_scoreintegerOptional

Not PII

Specifies the Call Score, if available. This is of type integer. Use a range of 1-5 to indicate the call experience score, with the following mapping as a reference for rating the call [5: Excellent, 4: Good, 3 : Fair, 2 : Poor, 1: Bad].

commentstringOptional

Not PII

Specifies any comments pertaining to the call. Twilio does not treat this field as PII, so no PII should be included in comments.

incidentstringOptional

Not PII

Incident or support ticket associated with this call. The incident property is of type string with a maximum character limit of 100. Twilio does not treat this field as PII, so no PII should be included in incident.

urlstring<uri>Optional

Not PII

Get the Call Annotation for a specific Call

GET https://insights.twilio.com/v1/Voice/{CallSid}/Annotation

Path parameters

Property nameTypeRequiredPIIDescription

CallSidSID<CA>required

Not PII

The unique SID identifier of the Call.

Pattern: ^CA[0-9a-fA-F]{32}$Min length: 34Max length: 34

Get a Call Annotation

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID and Auth Token at twilio.com/console
5// and set the environment variables. See http://twil.io/secure
6const accountSid = process.env.TWILIO_ACCOUNT_SID;
7const authToken = process.env.TWILIO_AUTH_TOKEN;
8const client = twilio(accountSid, authToken);
9
10async function fetchAnnotation() {
11  const annotation = await client.insights.v1
12    .calls("CAXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX")
13    .annotation()
14    .fetch();
15
16  console.log(annotation.callSid);
17}
18
19fetchAnnotation();

Output

1{
2  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
3  "call_sid": "CAXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
4  "answered_by": "human",
5  "connectivity_issue": "invalid_number",
6  "quality_issues": [
7    "low_volume"
8  ],
9  "spam": true,
10  "call_score": 2,
11  "comment": "this is a call",
12  "incident": "https://twilio.zendesk.com/support/tickets/17353089",
13  "url": "https://insights.twilio.com/v1/Voice/CAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Annotation"
14}

Update the Call Annotation for a specific Call

POST https://insights.twilio.com/v1/Voice/{CallSid}/Annotation

(information)

Info

Call Annotations can be updated as long as the Call Summary record is addressable via the API.

Path parameters

Property nameTypeRequiredPIIDescription

CallSidSID<CA>required

Not PII

The unique string that Twilio created to identify this Call resource. It always starts with a CA.

Pattern: ^CA[0-9a-fA-F]{32}$Min length: 34Max length: 34

Request body parameters

Encoding type:application/x-www-form-urlencoded

SchemaExample

Property nameTypeRequiredDescriptionChild properties

AnsweredByenum<string>Optional

Not PII

Specify which entity answered the call as determined by Answering Machine Detection. Use this to provide feedback on Answering Machine Detection accuracy. Possible enumerated values, one of: human, machine. human indicates the call was answered by a person. machine indicates the call was answered by an answering machine.

Possible values:

unknown_answered_byhumanmachine

ConnectivityIssueenum<string>Optional

Not PII

Specify if the call had any connectivity issues. Possible enumerated values, one of no_connectivity_issue, invalid_number, caller_id, dropped_call, or number_reachability.

Possible values:

unknown_connectivity_issueno_connectivity_issueinvalid_numbercaller_iddropped_callnumber_reachability

QualityIssuesstringOptional

Not PII

Specify if the call had any subjective quality issues. Possible values, one or more of no_quality_issue, low_volume, choppy_robotic, echo, dtmf, latency, owa, static_noise. Use comma separated values to indicate multiple quality issues for the same call.

SpambooleanOptional

Not PII

A boolean flag to indicate if the call was a spam call. Use this to provide feedback on whether calls placed from your account were marked as spam, or if inbound calls received by your account were unwanted spam. Use true if the call was a spam call.

CallScoreintegerOptional

Not PII

Specify the call score. This is of type integer. Use a range of 1-5 to indicate the call experience score, with the following mapping as a reference for rating the call [5: Excellent, 4: Good, 3 : Fair, 2 : Poor, 1: Bad].

CommentstringOptional

Not PII

Specify any comments pertaining to the call. comment has a maximum character limit of 100. Twilio does not treat this field as PII, so no PII should be included in the comment.

IncidentstringOptional

Not PII

Associate this call with an incident or support ticket. The incident parameter is of type string with a maximum character limit of 100. Twilio does not treat this field as PII, so no PII should be included in incident.

Update a Comment

1// Download the helper library from https://www.twilio.com/docs/node/install
2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
3
4// Find your Account SID and Auth Token at twilio.com/console
5// and set the environment variables. See http://twil.io/secure
6const accountSid = process.env.TWILIO_ACCOUNT_SID;
7const authToken = process.env.TWILIO_AUTH_TOKEN;
8const client = twilio(accountSid, authToken);
9
10async function updateAnnotation() {
11  const annotation = await client.insights.v1
12    .calls("CAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa")
13    .annotation()
14    .update({ answeredBy: "human" });
15
16  console.log(annotation.callSid);
17}
18
19updateAnnotation();

Output

1{
2  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
3  "call_sid": "CAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
4  "answered_by": "human",
5  "connectivity_issue": "invalid_number",
6  "quality_issues": [
7    "low_volume",
8    "choppy_robotic"
9  ],
10  "spam": true,
11  "call_score": 2,
12  "comment": "this is a call",
13  "incident": "https://twilio.zendesk.com/support/tickets/17353089",
14  "url": "https://insights.twilio.com/v1/Voice/CAaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Annotation"
15}