Events & Payloads

These are the events careCycle can deliver. When you add an endpoint you can subscribe to all events or only the ones you care about.

Event	Fires when
`customer.created`	A customer is created (manual entry, inbound call, lead capture, or an integration). Bulk CSV imports do not emit this event.
`customer.updated`	A customer's details are edited.
`customer.unsubscribed`	A customer opts out of contact: they reply STOP to a text, a carrier block is applied, or a rep marks them do-not-call / do-not-SMS.
`call.completed`	A call finishes and its details (transcript, duration, disposition) are finalized.
`sms.sent`	An outbound SMS/RCS message is sent to a customer (campaign, appointment, or a manual reply from the inbox).
`sms.received`	An inbound SMS/RCS message is received from a customer.
`inbox.conversation_marked_done`	A rep marks an inbox conversation (thread) as done.
`inquiry.callback_scheduled`	A rep resolves a customer inquiry by scheduling an AI callback.
`policy.created`	A policy is added to a customer (manual entry, call form, or an integration). Bulk CSV imports do not emit this event.
`policy.updated`	A policy's details are edited (including status changes).
`appointment.scheduled`	An appointment is booked for a customer (by the voice AI, a rep in the dashboard, or the customer via a self-serve scheduling link).
`appointment.confirmed`	A customer confirms their appointment.
`appointment.rescheduled`	An appointment is moved to a new time.
`appointment.cancelled`	An appointment is cancelled.
`appointment.no_show`	A customer does not show up for their appointment.
`appointment.completed`	An appointment takes place and is marked complete.
`appointment.member_reassigned`	An appointment is reassigned to a different team member.

Every payload includes a top-level event_type field (e.g. "customer.created"); switch on it to route events. This matters most for customer.created and customer.updated, which are otherwise identical in shape. The same value is also sent as the Svix event type for endpoint-level subscription filtering.

All IDs are UUIDs, timestamps are ISO 8601, and any field with no value is null. Phone numbers are E.164.

`customer.created`

Sent when a new customer record is created. The payload is the full customer object.

{
  "event_type": "customer.created",
  "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
  "createdAt": "2026-06-17T19:07:23.709Z",
  "updatedAt": "2026-06-17T19:07:23.709Z",
  "externalId": "CRM-48213",
  "status": "Lead",
  "firstName": "Marcus",
  "middleName": null,
  "lastName": "Delacroix",
  "salutation": null,
  "suffix": null,
  "preferredName": null,
  "phoneNumber": "+13128471928",
  "lineType": "mobile",
  "email": "marcus.delacroix@example.com",
  "dateOfBirth": "1958-04-12",
  "language": "en",
  "ethnicity": null,
  "gender": "Male",
  "maritalStatus": "Married",
  "address": "4427 Westbrook Ave",
  "address2": "Apt 3B",
  "city": "Mesa",
  "county": "Maricopa",
  "state": "AZ",
  "postalCode": "85204",
  "timezone": "America/Phoenix",
  "mbiNumber": "1EG4TE5MK73",
  "medicareCard": true,
  "medicarePartADate": "2023-05-01",
  "medicarePartBDate": "2023-05-01",
  "hasMedicaid": false,
  "medicaidNumber": null,
  "socialSecurityDisability": false,
  "veteran": true,
  "vaNumber": null,
  "householdIncome": 42000,
  "annualIncome": 42000,
  "filingStatus": "married_joint",
  "dependentCount": 0,
  "subsidyEligible": true,
  "subsidyAmount": 148,
  "carrierAssignedCustomerId": null,
  "agentName": null,
  "agentNpn": null,
  "assignedUser": {
    "id": "b396018f-7d49-4a55-abe5-544174abcaaa",
    "name": "Priya Raman",
    "email": "priya@youragency.com",
    "npn": "8419302",
    "role": "agent",
    "licensedStates": ["AZ", "AR"]
  },
  "doNotCall": false,
  "doNotSMS": false,
  "doNotEmail": false,
  "doNotMail": false,
  "testCustomer": false
}

Every field below is present on customer.created and customer.updated. Any field without a value is null.

Identifiers & status

Field	Type	Description
`event_type`	string	The webhook event: `customer.created` or `customer.updated`. Switch on this to route the event
`id`	UUID	careCycle customer ID
`createdAt` / `updatedAt`	ISO 8601	When the record was created / last updated
`externalId`	string	Your own identifier for the customer, if one was provided
`status`	enum	Lifecycle status: one of `Lead`, `Active`, `Inactive`
`carrierAssignedCustomerId`	string	The carrier's identifier for the customer, if known
`testCustomer`	boolean	`true` for test records; filter these out in production

Identity & contact

Field	Type	Description
`firstName` / `middleName` / `lastName`	string	Legal name parts
`salutation` / `suffix` / `preferredName`	string	Optional name extras
`phoneNumber`	string	Primary phone number (E.164)
`lineType`	enum	Carrier line type: `landline`, `mobile`, `fixedVoip`, `nonFixedVoip`, `personal`, `tollFree`, `premium`, `sharedCost`, `uan`, `voicemail`, `pager`, or `unknown`
`email`	string	Email address
`dateOfBirth`	date	`YYYY-MM-DD` (a date, not a timestamp)
`language`	string	ISO 639-1 language code (e.g. `en`, `es`)
`ethnicity`	string	Free-text ethnicity, if collected
`gender`	enum	`Male`, `Female`, `Non-Binary`, `Other`, or `Prefer Not to Say`
`maritalStatus`	enum	`Single`, `Married`, `Divorced`, `Widowed`, `Separated`, or `Domestic Partnership`

Address

Field	Type	Description
`address` / `address2`	string	Street address lines
`city` / `county` / `state` / `postalCode`	string	Locality fields; `state` is the 2-letter US abbreviation
`timezone`	string	IANA timezone (e.g. `America/Phoenix`)

Medicare & Medicaid

Field	Type	Description
`mbiNumber`	string	Medicare Beneficiary Identifier
`medicareCard`	boolean	Whether the customer has their Medicare card
`medicarePartADate` / `medicarePartBDate`	date	`YYYY-MM-DD` Part A / Part B effective dates
`hasMedicaid`	boolean	Whether the customer has Medicaid
`medicaidNumber`	string	Medicaid ID, if applicable
`socialSecurityDisability`	boolean	Receiving SSDI
`veteran`	boolean	Veteran status
`vaNumber`	string	VA identifier, if applicable

Financial & subsidy

Field	Type	Description
`householdIncome` / `annualIncome`	integer	Whole US dollars (no cents)
`filingStatus`	string	Tax filing status (e.g. `single`, `married_joint`, `head_of_household`)
`dependentCount`	integer	Number of dependents
`subsidyEligible`	boolean	Eligible for a premium subsidy
`subsidyAmount`	integer	Estimated monthly subsidy in whole US dollars

Assignment

Field	Type	Description
`agentName` / `agentNpn`	string	Externally-supplied agent name and NPN, if provided
`assignedUser`	object	The careCycle member assigned to the customer, or `null` if unassigned. Contains `id`, `name`, `email`, `npn`, `role`, and `licensedStates` (array of 2-letter US state codes)

Consent flags

Field	Type	Description
`doNotCall` / `doNotSMS` / `doNotEmail` / `doNotMail`	boolean	Per-channel contact suppression; respect these before reaching out

`customer.updated`

Sent when a customer is edited. The payload is identical in shape to customer.created and reflects the customer's state after the update. updatedAt changes on every update.

{
  "event_type": "customer.updated",
  "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
  "updatedAt": "2026-06-18T14:22:09.120Z",
  "status": "Active",
  "phoneNumber": "+13128471928",
  "firstName": "Marcus",
  "lastName": "Delacroix",
  "...": "all other customer fields, same shape as customer.created"
}

`customer.unsubscribed`

Sent when a customer is newly opted out of contact on one or more channels. This fires on the transition into a suppressed state, whether the customer replies STOP to a text, the carrier applies a block, or a rep marks them do-not-call / do-not-SMS in the dashboard. Because a do-not-SMS opt-out also suppresses calls, a single STOP typically reports both call and sms in channels.

channels lists only the channels that flipped to suppressed on this event. source is one of inbound_message, carrier_block, or manual. The embedded customer (same object as customer.created) reflects the resulting doNotCall / doNotSMS / doNotEmail / doNotMail flags.

{
  "event_type": "customer.unsubscribed",
  "customerId": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
  "unsubscribedAt": "2026-07-13T18:04:51.220Z",
  "source": "inbound_message",
  "channels": ["call", "sms"],
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "doNotCall": true,
    "doNotSMS": true,
    "...": "full customer object, same shape as customer.created"
  }
}

`call.completed`

Sent once a call has finished and its details are finalized. The payload includes the call outcome, the full transcript and summary, the campaign it belonged to, and the associated customer (the same object as customer.created).

{
  "event_type": "call.completed",
  "id": "dca4a483-af54-4899-a804-766ee5812537",
  "createdAt": "2026-06-17T19:07:23.709Z",
  "phoneNumber": "+13128471928",
  "callSid": "f2a91c0b-7d2e-4c8a-9f31-6b5d0a4e1c77",
  "direction": "inbound",
  "disposition": "Enrolled",
  "durationMs": 247000,
  "startTime": "2026-06-17T19:03:16.001Z",
  "endTime": "2026-06-17T19:07:23.001Z",
  "endedReason": "completed",
  "summary": "Caller confirmed eligibility and enrolled in a Medicare Advantage plan effective July 1.",
  "transcript": "Agent: Thanks for calling careCycle...\nCaller: Hi, I'd like to review my options...",
  "campaign": {
    "id": "4f952597-5c04-4d2c-851e-30f518e2c761",
    "name": "MA Inbound Receptionist",
    "slug": null,
    "description": null,
    "status": "active",
    "vertical": "medicare",
    "suite": "receptionist",
    "direction": "inbound",
    "kind": "voice_ai",
    "tags": [],
    "startDate": "2026-03-06T00:11:35.256Z",
    "endDate": null
  },
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

Field	Description
`event_type`	The webhook event: always `call.completed`
`id`	careCycle call ID
`phoneNumber`	The customer's phone number (E.164)
`direction`	`inbound` or `outbound`
`disposition`	Final outcome of the call
`durationMs`	Call duration in milliseconds
`endedReason`	Why the call ended (e.g. `completed`, `no-answer`)
`summary`	AI-generated summary of the call
`transcript`	Full call transcript
`campaign`	The campaign the call belonged to (`null` if none)
`customer`	The associated customer (`null` if the call wasn't linked to one)

call.completed fires for every terminal call, including no-answer, busy, and failed. Use disposition and endedReason to distinguish outcomes.

`sms.sent`

Sent when an outbound SMS or RCS message is delivered to a customer, whether from a campaign, an appointment workflow, or a manual reply in the inbox. The payload carries the message fields plus the associated customer (the same object as customer.created).

{
  "event_type": "sms.sent",
  "id": "9b1c2d3e-4f50-4a61-8b72-0c3d4e5f6a7b",
  "createdAt": "2026-06-25T16:48:02.114Z",
  "direction": "outbound",
  "fromNumber": "+18005551234",
  "toNumber": "+13128471928",
  "content": "Hi Marcus, just confirming your appointment tomorrow at 2pm.",
  "smsType": "appointment_reminder",
  "channel": "telnyx_sms",
  "campaignId": "4f952597-5c04-4d2c-851e-30f518e2c761",
  "sentAt": "2026-06-25T16:48:02.000Z",
  "sentBy": null,
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

sentBy is null for automated sends (campaigns, appointment workflows, bots). When a rep sends a message manually from the inbox, it identifies that team member:

{
  "sentBy": {
    "id": "7c9e1a2b-3d4e-4f50-8a61-9b0c1d2e3f40",
    "name": "Jordan Smith",
    "email": "jordan@youragency.com",
    "npn": "1234567",
    "role": "agent",
    "licensedStates": ["IL", "IN"]
  }
}

`sms.received`

Sent when an inbound SMS or RCS message is received from a customer. Identical in shape to sms.sent with direction set to inbound. customer is null when the inbound number can't be matched to a known customer.

{
  "event_type": "sms.received",
  "id": "a2b3c4d5-6e70-4f81-9a02-1b3c4d5e6f70",
  "createdAt": "2026-06-25T16:50:31.882Z",
  "direction": "inbound",
  "fromNumber": "+13128471928",
  "toNumber": "+18005551234",
  "content": "Yes, that works. See you then!",
  "smsType": "inbound_sms",
  "channel": "telnyx_sms",
  "campaignId": null,
  "sentAt": "2026-06-25T16:50:31.000Z",
  "sentBy": null,
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

Field	Type	Description
`event_type`	string	`sms.sent` or `sms.received`
`id`	UUID	careCycle SMS record ID
`createdAt`	ISO 8601	When the record was created
`direction`	enum	`outbound` (`sms.sent`) or `inbound` (`sms.received`)
`fromNumber` / `toNumber`	string	Sender / recipient phone numbers (E.164)
`content`	string	Message body
`smsType`	string	Internal classification (e.g. `appointment_reminder`, `inbox_reply`, `inbound_sms`, `inbound_mms`, `inbound_rcs`)
`channel`	enum	Messaging channel (e.g. `tells`, `telnyx_sms`, `telnyx_rcs`)
`campaignId`	UUID	The campaign the message belonged to, or `null`
`sentAt`	ISO 8601	When the message was sent / received
`sentBy`	object	The team member who sent the message (`id`, `name`, `email`, `npn`, `role`, `licensedStates`). `null` for automated/campaign/system sends and all inbound messages.
`customer`	object	The associated customer (`null` if not linked)

`inbox.conversation_marked_done`

Sent when a rep marks an inbox conversation (thread) as done. Carries the thread and customer ids, who marked it done, and the associated customer.

{
  "event_type": "inbox.conversation_marked_done",
  "threadId": "c3d4e5f6-7a80-4b91-8c12-2d4e5f6a7b81",
  "customerId": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
  "markedDoneAt": "2026-06-25T16:52:10.044Z",
  "markedBy": {
    "memberId": "d4e5f6a7-8b90-4c01-9d22-3e4f5a6b7c82",
    "userId": "b396018f-7d49-4a55-abe5-544174abcaaa",
    "name": "Priya Raman",
    "email": "priya@youragency.com"
  },
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

Field	Type	Description
`event_type`	string	Always `inbox.conversation_marked_done`
`threadId`	UUID	The inbox thread that was closed
`customerId`	UUID	The customer the thread belongs to
`markedDoneAt`	ISO 8601	When the thread was marked done
`markedBy`	object	The member who closed it: `memberId`, `userId`, `name`, `email` (`null` if unavailable)
`customer`	object	The associated customer (`null` if not found)

`inquiry.callback_scheduled`

Sent when a rep resolves a customer inquiry by scheduling an AI callback: the voice AI will call the customer back to follow up. Carries the inquiry context, who scheduled it, the estimated callback time, and the associated customer (the same object as customer.created).

{
  "event_type": "inquiry.callback_scheduled",
  "inquiryId": "e5f6a7b8-9c01-4d22-8e33-4f5a6b7c8d90",
  "customerCampaignId": "4f952597-5c04-4d2c-851e-30f518e2c761",
  "inquiry": "Wants to confirm whether her current cardiologist is in-network before switching plans.",
  "primaryCategory": "plan_benefits",
  "severity": "medium",
  "callbackScheduledFor": "2026-06-30T13:00:00.000Z",
  "callbackRequestedAt": "2026-06-29T21:14:38.512Z",
  "scheduledBy": {
    "id": "7c9e1a2b-3d4e-4f50-8a61-9b0c1d2e3f40",
    "name": "Jordan Smith",
    "email": "jordan@youragency.com",
    "npn": "1234567",
    "role": "agent",
    "licensedStates": ["IL", "IN"]
  },
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

Field	Type	Description
`event_type`	string	Always `inquiry.callback_scheduled`
`inquiryId`	UUID	The inquiry the callback resolves
`customerCampaignId`	UUID	The customer-campaign the inquiry belongs to
`inquiry`	string	The customer's question or request
`primaryCategory`	string	Inquiry category, if classified (`null` otherwise)
`severity`	string	Inquiry severity, if classified (`null` otherwise)
`callbackScheduledFor`	ISO 8601 \| `null`	Estimated first-attempt time, respecting the customer's calling window. An estimate at scheduling time; the actual call may be placed later as it's rescheduled around compliance windows. `null` when no compliant window estimate is available at scheduling time
`callbackRequestedAt`	ISO 8601	When the rep scheduled the callback
`scheduledBy`	object	The member who scheduled it (`id`, `name`, `email`, `npn`, `role`, `licensedStates`), or `null`
`customer`	object	The associated customer (`null` if not found)

`policy.created`

Sent when a policy is added to a customer. The payload is the full policy object plus the associated customer (the same object as customer.created). Monetary fields are decimal strings, dates are YYYY-MM-DD, and any field with no value is null.

{
  "event_type": "policy.created",
  "id": "7a2f9c14-8b3d-4e6f-9a01-2c3d4e5f6a7b",
  "createdAt": "2026-06-17T19:10:44.512Z",
  "updatedAt": "2026-06-17T19:10:44.512Z",
  "customerId": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
  "policyType": "MAPD",
  "policySubType": "HMO",
  "policyNumber": "MAPD-5582013",
  "applicationId": "APP-99213",
  "carrierId": "c9d0e1f2-3a4b-4c5d-8e6f-7a8b9c0d1e2f",
  "carrierName": "Aetna",
  "planName": "Aetna Medicare Elite (HMO)",
  "planCode": "H1290-036-001",
  "carrierAssignedPolicyId": null,
  "healthSherpaPolicyId": null,
  "sunFireEnrollmentCode": null,
  "hiosId": null,
  "metalLevel": null,
  "status": "Active",
  "applicationApprovalDate": "2026-06-17",
  "effectiveDate": "2026-07-01",
  "terminationDate": null,
  "renewalDate": null,
  "enrollmentDate": "2026-06-17",
  "cancelledDate": null,
  "declineReason": null,
  "declineReasonDescription": null,
  "cancellationReason": null,
  "cancellationReasonDescription": null,
  "electionPeriod": "AEP",
  "gracePeriodStartDate": null,
  "paidThroughDate": null,
  "ffmApplicationId": null,
  "ffmSubscriberId": null,
  "aorFirstName": "Priya",
  "aorLastName": "Raman",
  "aorNpn": "8419302",
  "writingAgentNpn": "8419302",
  "writingAgentName": "Priya Raman",
  "sepType": null,
  "sepCode": null,
  "sepStartDate": null,
  "sepEndDate": null,
  "sepDocumentationReceived": false,
  "sepDocumentationDate": null,
  "sepNotes": null,
  "monthlyPremium": "0.00",
  "deductible": "590.00",
  "outOfPocketMax": "8300.00",
  "subsidyAmount": null,
  "usingSubsidy": false,
  "premiumMode": "Monthly",
  "paymentMode": "ACH",
  "paymentMethod": "ACH / Bank Draft",
  "grossPremium": null,
  "netPremium": null,
  "initialCommission": "611.00",
  "renewalCommission": "305.00",
  "spifAmount": null,
  "policyLives": 1,
  "wasAgent": true,
  "writtenAs": "New Business",
  "isReplacing": null,
  "isRewrite": false,
  "hospitalNetwork": null,
  "pcpNetwork": null,
  "ssbciVerificationRequired": false,
  "dailyBenefit": null,
  "eliminationPeriod": null,
  "benefitPeriod": null,
  "hasCola": false,
  "deathBenefit": null,
  "term": null,
  "maturityDate": null,
  "riders": null,
  "exchangeStatus": null,
  "billingMethod": null,
  "benefitReminder": null,
  "surveyCompleted": false,
  "reasonForPurchase": null,
  "policyNotes": null,
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

Every field below is present on policy.created and policy.updated. Any field without a value is null.

Identifiers & plan

Field	Type	Description
`event_type`	string	The webhook event: `policy.created` or `policy.updated`. Switch on this to route the event
`id`	UUID	careCycle policy ID
`createdAt` / `updatedAt`	ISO 8601	When the policy was created / last updated
`customerId`	UUID	The customer the policy belongs to
`policyType`	enum	Product type, e.g. `MA`, `MAPD`, `PDP`, `MS`, `ACA`, `Life`, `Annuity`, `LTC`
`policySubType`	string	Sub-type within the product family (e.g. `HMO`, `PPO`, `Plan G`)
`policyNumber` / `applicationId`	string	Carrier policy number / application identifier
`carrierId`	UUID	careCycle carrier ID (`null` if unresolved)
`carrierName`	string	Insurance carrier name
`planName` / `planCode`	string	Plan name and code (e.g. `H1290-036-001`)
`carrierAssignedPolicyId` / `healthSherpaPolicyId` / `sunFireEnrollmentCode`	string	External identifiers from carrier and enrollment systems
`hiosId` / `metalLevel`	string	ACA plan ID and metal tier (`Bronze`, `Silver`, `Gold`, `Platinum`, `Catastrophic`, `Expanded Bronze`)

Status & dates

Field	Type	Description
`status`	enum	Policy status, e.g. `Active`, `Placed`, `Pending`, `Suspended`, `Cancelled`, `Terminated`, `Future Cancel`, `Not Approved`
`applicationApprovalDate` / `effectiveDate` / `terminationDate` / `renewalDate` / `enrollmentDate` / `cancelledDate`	date	Key policy dates (`YYYY-MM-DD`)
`declineReason` / `declineReasonDescription`	string	Why an application was declined (`Not Approved`)
`cancellationReason` / `cancellationReasonDescription`	string	Why a policy was cancelled
`electionPeriod`	enum	Enrollment period: `IEP`, `AEP`, `OEP`, `SEP`, `ICEP`, `MA-OEP`

Enrollment & marketplace (ACA)

Field	Type	Description
`gracePeriodStartDate` / `paidThroughDate`	date	ACA effectuation dates
`ffmApplicationId` / `ffmSubscriberId`	string	Federal marketplace identifiers
`exchangeStatus`	enum	`FFM`, `SBM`, `SBM FP`, `OFF EXCHANGE`, `PRIVATE EXCHANGE`, `UNKNOWN`
`sepType` / `sepCode`	string	Special Enrollment Period type and code
`sepStartDate` / `sepEndDate` / `sepDocumentationDate`	date	SEP window and documentation dates
`sepDocumentationReceived`	boolean	Whether SEP documentation has been received
`sepNotes`	string	Free-text SEP notes

Agent of record

Field	Type	Description
`aorFirstName` / `aorLastName` / `aorNpn`	string	Agent of record name and NPN
`writingAgentName` / `writingAgentNpn`	string	Writing agent name and NPN

Financial

Field	Type	Description
`monthlyPremium` / `grossPremium` / `netPremium`	decimal string	Premium amounts (gross is before subsidy, net after)
`deductible` / `outOfPocketMax`	decimal string	Cost-sharing amounts
`subsidyAmount` / `usingSubsidy`	decimal string / boolean	Subsidy amount and whether it's applied
`premiumMode`	enum	`Monthly`, `Quarterly`, `Semi-Annual`, `Annual`
`paymentMode`	enum	`ACH`, `Credit/ debit card`, `Direct bill`
`paymentMethod`	enum	`Credit Card`, `Debit Card`, `Check`, `ACH / Bank Draft`, `Money Order`, `Cash`, `Other`
`initialCommission` / `renewalCommission` / `spifAmount`	decimal string	Commission and incentive amounts

Coverage details

Field	Type	Description
`policyLives`	integer	Number of people covered
`wasAgent`	boolean	Whether an agent was involved in the enrollment
`writtenAs`	enum	`New Business`, `Like Plan Change`, `Unlike Plan Change`, `Reinstatement`, `Rewrite`
`isReplacing` / `isRewrite`	string / boolean	What the policy replaces, and whether it's a rewrite
`hospitalNetwork` / `pcpNetwork`	string	Medicare network details
`ssbciVerificationRequired`	boolean	Whether SSBCI (Special Supplemental Benefits for the Chronically Ill) verification is required, for MA/MAPD plans
`dailyBenefit` / `eliminationPeriod` / `benefitPeriod` / `hasCola`	decimal string / integer / integer / boolean	Long-term care benefit details
`deathBenefit` / `term` / `maturityDate` / `riders`	decimal string / integer / date / string	Life insurance details
`billingMethod` / `benefitReminder` / `surveyCompleted`	string / date / boolean	Compliance and billing tracking
`reasonForPurchase` / `policyNotes`	string	Free-text notes
`customer`	object	The associated customer (same shape as `customer.created`; `null` if not found)

`policy.updated`

Sent when a policy is edited, including status changes such as a policy moving to Active, Cancelled, or Not Approved. The payload is identical in shape to policy.created and reflects the policy's state after the update. updatedAt changes on every update.

{
  "event_type": "policy.updated",
  "id": "7a2f9c14-8b3d-4e6f-9a01-2c3d4e5f6a7b",
  "updatedAt": "2026-06-18T15:02:41.880Z",
  "customerId": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
  "status": "Cancelled",
  "cancellationReason": "Moved out of service area",
  "cancelledDate": "2026-06-18",
  "...": "all other policy fields, same shape as policy.created"
}

`appointment.scheduled`

Sent when an appointment is booked for a customer, whether by the voice AI during a call, a rep in the dashboard, or the customer via a self-serve scheduling link. Every appointment.* event carries the same base appointment object plus the nested customer (the same object as customer.created), member, campaign, and appointmentConfig, the actor that performed the action, and (for some events) a few extra fields describing the change.

{
  "event_type": "appointment.scheduled",
  "id": "8d1a2b3c-4e5f-4a6b-8c7d-9e0f1a2b3c4d",
  "createdAt": "2026-06-17T19:07:23.709Z",
  "updatedAt": "2026-06-17T19:07:23.709Z",
  "startTime": "2026-06-20T18:00:00.000Z",
  "endTime": "2026-06-20T18:30:00.000Z",
  "timezone": "America/Phoenix",
  "status": "scheduled",
  "bookingSource": "ai_assistant",
  "appointmentMode": "phone_call",
  "title": "30 Min Medicare Review between Priya Raman and Marcus Delacroix",
  "location": null,
  "meetingUrl": null,
  "confirmedAt": null,
  "cancelledAt": null,
  "cancellationReason": null,
  "originCallId": "dca4a483-af54-4899-a804-766ee5812537",
  "actor": {
    "kind": "ai_assistant",
    "callId": "dca4a483-af54-4899-a804-766ee5812537",
    "toolCallId": "call_9fB2xk"
  },
  "member": {
    "id": "d4e5f6a7-8b90-4c01-9d22-3e4f5a6b7c82",
    "name": "Priya Raman",
    "email": "priya@youragency.com",
    "npn": "8419302",
    "role": "agent",
    "licensedStates": ["AZ", "AR"]
  },
  "campaign": {
    "id": "4f952597-5c04-4d2c-851e-30f518e2c761",
    "name": "MA Inbound Receptionist",
    "slug": null,
    "description": null,
    "status": "active",
    "vertical": "medicare",
    "suite": "receptionist",
    "direction": "inbound",
    "kind": "voice_ai",
    "tags": [],
    "startDate": "2026-03-06T00:11:35.256Z",
    "endDate": null
  },
  "appointmentConfig": {
    "id": "a1b2c3d4-5e6f-4a7b-8c9d-0e1f2a3b4c5d",
    "name": "Medicare Review",
    "appointmentLength": 30,
    "appointmentMode": "phone_call"
  },
  "customer": {
    "id": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
    "...": "full customer object, same shape as customer.created"
  }
}

Every field below is present on all appointment.* events. Any field without a value is null.

Appointment

Field	Type	Description
`event_type`	string	The webhook event, e.g. `appointment.scheduled`. Switch on this to route the event
`id`	UUID	careCycle appointment ID (stable across the appointment's lifecycle)
`createdAt` / `updatedAt`	ISO 8601	When the appointment was created / last updated
`startTime` / `endTime`	ISO 8601	The scheduled window (UTC; use `timezone` to localize)
`timezone`	string	IANA timezone the appointment was booked in (e.g. `America/Chicago`)
`status`	enum	`scheduled`, `confirmed`, `cancelled`, `completed`, or `no_show`
`bookingSource`	enum	How it was booked: `ai_assistant`, `manual`, or `scheduling_page`
`appointmentMode`	enum	How the appointment takes place. `phone_call` (the voice AI dials the customer) and `agent_phone_call` (an assigned rep dials from the softphone) are the fully supported modes today. `video_call` and `in_person` are defined but not fully supported yet
`title`	string	Human-readable appointment title
`location`	string	Physical address for `in_person` meetings. `in_person` is not fully supported yet, so this is `null` in practice
`meetingUrl`	string	Join URL for `video_call` meetings. `video_call` is not fully supported yet, so this is `null` in practice
`confirmedAt`	ISO 8601	When the appointment was confirmed (`null` until confirmed)
`cancelledAt`	ISO 8601	When the appointment was cancelled (`null` unless cancelled)
`cancellationReason`	string	Why the appointment was cancelled (`null` unless cancelled)
`originCallId`	UUID	The call the appointment was booked on. Matches the `id` on the `call.completed` event for the same call, so you can join the two. `null` for manual and scheduling-page bookings

Actor, participants & context

Field	Type	Description
`actor`	object	Who performed the action. Always has a `kind` discriminator: `user` (a rep; `userId`, `userName`), `customer` (`customerId`), `ai_assistant` (`callId`, `toolCallId`), or `system` (`reason`)
`member`	object	The team member the appointment is assigned to (`id`, `name`, `email`, `npn`, `role`, `licensedStates`), or `null` if unassigned
`campaign`	object	The campaign the appointment belongs to (same shape as on `call.completed`), or `null`
`appointmentConfig`	object	The appointment type it was booked under: `id`, `name`, `appointmentLength` (minutes), `appointmentMode`. `null` for older appointments that predate configs
`customer`	object	The associated customer (same shape as `customer.created`)

`appointment.confirmed`

Sent when a customer confirms their appointment. Identical in shape to appointment.scheduled, with status set to confirmed and confirmedAt populated.

`appointment.rescheduled`

Sent when an appointment is moved to a new time. Identical in shape to appointment.scheduled (the base fields reflect the new time), plus the previous and new windows:

{
  "event_type": "appointment.rescheduled",
  "id": "8d1a2b3c-4e5f-4a6b-8c7d-9e0f1a2b3c4d",
  "startTime": "2026-06-22T20:00:00.000Z",
  "endTime": "2026-06-22T20:30:00.000Z",
  "fromStartTime": "2026-06-20T18:00:00.000Z",
  "toStartTime": "2026-06-22T20:00:00.000Z",
  "fromEndTime": "2026-06-20T18:30:00.000Z",
  "toEndTime": "2026-06-22T20:30:00.000Z",
  "...": "all other appointment fields, same shape as appointment.scheduled"
}

Field	Type	Description
`fromStartTime` / `toStartTime`	ISO 8601	The appointment's start time before and after the move
`fromEndTime` / `toEndTime`	ISO 8601	The appointment's end time before and after the move

`appointment.cancelled`

Sent when an appointment is cancelled. Identical in shape to appointment.scheduled, with status set to cancelled and cancelledAt populated, plus the cancellation reason:

{
  "event_type": "appointment.cancelled",
  "id": "8d1a2b3c-4e5f-4a6b-8c7d-9e0f1a2b3c4d",
  "status": "cancelled",
  "cancelledAt": "2026-06-19T15:02:41.880Z",
  "reason": "Customer requested to cancel",
  "...": "all other appointment fields, same shape as appointment.scheduled"
}

Field	Type	Description
`reason`	string	Why the appointment was cancelled (`null` if none was given). Also mirrored on the base `cancellationReason` field

{
  "event_type": "appointment.member_reassigned",
  "id": "8d1a2b3c-4e5f-4a6b-8c7d-9e0f1a2b3c4d",
  "fromMemberId": "d4e5f6a7-8b90-4c01-9d22-3e4f5a6b7c82",
  "toMemberId": "f6a7b8c9-0d12-4e34-9f56-7a8b9c0d1e2f",
  "member": {
    "id": "f6a7b8c9-0d12-4e34-9f56-7a8b9c0d1e2f",
    "name": "Jordan Smith",
    "email": "jordan@youragency.com",
    "npn": "1234567",
    "role": "agent",
    "licensedStates": ["IL", "IN"]
  },
  "...": "all other appointment fields, same shape as appointment.scheduled"
}

Field	Type	Description
`fromMemberId`	UUID	The member the appointment was assigned to before (`null` if it was unassigned)
`toMemberId`	UUID	The member it is now assigned to (`null` if it was unassigned)