Service Cloud Voice Toolkit API

Service Cloud Voice Toolkit API is a collection of front-end event listeners and API methods for interacting with the Service Cloud Voice product. This toolkit takes advantage of Einstein Next Best Action to give agents what they need when they need it during a conversation.

To use the Service Cloud Voice Toolkit API in your component:

• Add the lightning-service-cloud-voice-toolkit-api component to your component’s HTML template file.

1<!-- yourComponent.html -->
2
3<template>
4    <lightning-service-cloud-voice-toolkit-api>
5    </lightning-service-cloud-voice-toolkit-api>
6    ...
7</template>

• Include the lightning__ServiceCloudVoiceToolkitApi capability in your component’s configuration file, <component>.js-meta.xml.

1// yourComponent.js-meta.xml
2
3<?xml version="1.0" encoding="UTF-8"?>
4<LightningComponentBundle xmlns="http://soap.sforce.com/2006/04/metadata">
5  <apiVersion>52.0</apiVersion>
6  <isExposed>true</isExposed>
7  <capabilities>
8    <capability>lightning__ServiceCloudVoiceToolkitApi</capability>
9  </capabilities>
10</LightningComponentBundle>

For more information about configuration files, see XML Configuration File Elements.

Make your components context-aware by listening to events that take place during phone calls.

To subscribe to an event, add an event listener. For instance, the following code subscribes and unsubscribes to the callstarted event type.

1// Subscribe
2const toolkitApi = this.template.querySelector('lightning-service-cloud-voice-toolkit-api');
3toolkitApi.addEventListener('callstarted', <listener>);
4
5// Unsubscribe
6const toolkitApi = this.template.querySelector('lightning-service-cloud-voice-toolkit-api');
7toolkitApi.removeEventListener('callstarted', <listener>);

When an event occurs, your listener function receives a JSON payload that contains the event type, along with any relevant data. For instance, the callstarted event contains the following payload.

1{
2  "type":  "callstarted",
3  "detail":  {
4    "callId":  "d7a9f1b7-fc17-43fe-8ca7-e584a2b34792",
5    "callType":  "outbound",
6    "participant":  "+1 (415) 999-0000"
7  }
8}

For information about the available events, see Service Cloud Voice LWC Toolkit API Events.

The toolkit provides the updateNextBestActions method, which enables your component to give recommendations in real time with Next Best Action.

For more information, see Service Cloud Voice LWC Toolkit Next Best Action.

• Service Cloud Voice ToolkitAPI Sample LWC Component
• Toolkit API example