Voice Channels (Custom Voice Channels)

Custom Voice Channels

Custom Voice channels lets you connect a third party Voice channel that Re:amaze does not support natively, as well as let you build your own Voice integration with Re:amaze.

How it works

To log call events for voice channels, you will need to make a POST request to Re:amaze. Useful event examples are when a call starts, call ends, call is missed, if there is a voicemail, a call recording, etc.

Authentication

Each request going into and out of Re:amaze must include a X-Reamaze-Hmac-SHA256 header, which is the base64-encoded SHA256 HMAC hash generated using the channel's shared secret that's defined when the channel is created, along with the data sent in the request. This allows you to verify requests coming from Re:amaze as well as for Re:amaze to verify requests coming from you.

Here are some code examples on generating the SHA256 HMAC:

// PHP:
$data = '{"id":"1","body":"hello"}';
$shared_secret = 'your_shared_secret';
$calculated_hmac = base64_encode(hash_hmac('sha256', $data, $shared_secret, true));

// RUBY:
require 'base64'
require 'openssl'
SHARED_SECRET = 'your_shared_secret'
data = '{"id":"1","body":"hello"}'
calculated_hmac = Base64.strict_encode64(OpenSSL::HMAC.digest('sha256', SHARED_SECRET, data))

When logging a message on a voice channel in Re:amaze, here's how you would generate the request:

require 'rubygems'
require 'faraday'
require 'base64'
require 'openssl'

# The channel's shared secret
SHARED_SECRET = 'my_shared_secret'
   
connection = Faraday.new(url: '[https://www.reamaze.io/incoming/voice](https://www.reamaze.io/incoming/voice)') do |faraday|
  faraday.request :json
  faraday.adapter Faraday.default_adapter
end 

response = connection.post do |req|
  data = {
    id: 'voice-call-id', 
    to: {
      name: 'Support', # this is optional
      phone: '+16501234567' # this is the channel phone number
    },
    from: {
      name: 'Customer name',
      phone: '+15105559999' # this is the customer's phone number
    },
    body: 'Call Started - From John Doe',
    created_at: '2019-08-06T23:21:15+0000', # optional - iso8601 datetime of when voice event was created
    attachments: [ # optional array of attachment urls
      '[https://www.example.com/voice-recording.wav](https://www.example.com/voice-recording.wav)'
    ],
    thread_id: 'call-session-id-1234'  # optional, but highly recommended - unique id identify the entire call session. Call events with the same thread_id will be grouped in the same conversation inside Re:amaze. When left blank, the call event will be attributed to the customer's most recent call session in Re:amaze that happened within the past hour.
  }.to_json

  digest = OpenSSL::Digest.new('sha256')
  calculated_hmac = Base64.encode64(OpenSSL::HMAC.digest(digest, SHARED_SECRET, data)).strip

  req.headers['X-Reamaze-Hmac-SHA256'] = calculated_hmac
  req.headers['Content-Type'] = 'application/json'
  req.body = body
end
Creating the Voice message in Re:amaze

To log a call event, you'll need to send a POST request to [https://www.reamaze.io/incoming/voice](https://www.reamaze.io/incoming/voice) with the following data:

{
  "id": "voice-call-event-id",
  "to": {
    "name": "Support",
    "phone": "+16501234567"
  },
  "from": {
    "name": "Customer name",
    "phone": "+15105559999"
  },
  "body": "Call ended - duration: 0:30:05",
  "attachments": [
    "https://www.example.com/call-recording.wav"
  ],
  "created_at": "2019-08-06T23:21:15+0000",
  "thread_id": "call-session-id-1234"
}

Re:amaze will then respond with a status code of 2xx if the request was successful. An status code of 5xx is a temporary failure and the request should be retried. A status code of 4xx usually means that the request does not parse and should not be retried before fixing the request parameters.

For questions regarding our custom channel integrations, contact us at support@reamaze.com or talk to us via our chat widget at https://www.reamaze.com