Hangup Events and Triggered Analytics

Overview

The Parloa Hangup Event automatically triggers when a call ends. In the debugger, it appears as both a Request and a Response type. This feature helps monitor and troubleshoot call flows effectively. Additionally, the Hangup Event is recorded in Analytics transactions, providing valuable insights into user engagement and system performance. It does not trigger additional events by itself.

When a conversation resets, variables with a session lifetime revert to their default values (empty strings). Variables related to previous prompts are also cleared.

Custom Ending Actions

To define custom actions when a call ends:

1. Create a custom intent named PARLOA.EndConversation.

2. Add the intent to the Global Intents block.

3. Define the required actions by specifying what should happen when the call ends, such as:

   • Making a service call.

   • Updating system status.

4. Connect the intent to an End Conversation block.

The Hangup Event is unique to phone-based interactions. For other platforms, such as Textchat V2, different events mark the end of a conversation.

Analytics and Webhooks

The Hangup Event is recorded as part of an Analytics transaction, regardless of who ends the call (Parloa or the caller). These records offer insights into user interactions and system performance.

To use this data effectively, configure your Analytics Webhook to recognize and process Hangup Event transactions.

After a call ends, the system triggers the Start Conversation block to reset the conversation.

Example: Analytics Hangup Event JSON

Here is an example of a Hangup Event as recorded in Analytics:

[
  {
    "transactionId": "xxx",
    "requestTimestamp": "2023-03-02T17:11:45.602Z",
    "responseTime": 12,
    "userContextId": "xxx",
    "releaseId": "xxx",
    "requesterId": "+491xxx",
    "intent": {
      "name": "PARLOA.EndConversation",
      "initialState": {
        "id": "STATE.base",
        "name": "Conversation start",
        "dialogName": "main"
      },
      "handledByState": {
        "id": "",
        "name": "",
        "dialogName": ""
      },
      "handled": "locally",
      "explicitlyHandled": false,
      "nextState": {
        "id": "STATE.base",
        "name": "Conversation start",
        "dialogName": "main"
      }
    },
    "meta": {
      "errors": {
        "occurrences": 0,
        "affectedSteps": []
      },
      "warnings": {
        "occurrences": 0,
        "affectedSteps": []
      }
    },
    "variables": [],
    "platform": "phoneV2",
    "request": {
      "callMeta": {
        "instanceId": "xxx",
        "callId": "xxx",
        "callerId": "+491xxx",
        "sessionId": "+491xxx",
        "customerId": "xxx-demo",
        "production": false,
        "isPrivacyEnabled": false
      },
      "event": "HANGUP"
    },
    "response": {
      "callControlMessages": [],
      "continueListening": false,
      "prompt": "",
      "reprompt": "",
      "callMeta": {
        "instanceId": "xxx",
        "callId": "xxx",
        "callerId": "+491xxx",
        "sessionId": "+491xxx",
        "customerId": "xxx-demo",
        "production": false,
        "isPrivacyEnabled": false
      },
      "customSTT": {
        "type": "prebuild",
        "id": "generic"
      }
    }
  }
]

Identifiable information, such as IDs and phone numbers, is masked with "xxx" for privacy.