# Events & Payloads (/docs/api-reference/webhooks/events)
These are the events careCycle can deliver. When you
[add an endpoint](/docs/api-reference/webhooks#setting-up-webhooks) 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, script, 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` [#customercreated]
Sent when a new customer record is created. The payload is the full customer
object.
```json
{
"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",
"isPhonePrimary": true,
"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,
"heightInches": 72,
"weightPounds": 195,
"smokerStatus": false,
"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,
"phonePrimaryCustomerId": "b1f7c0e2-3a4d-4e5f-8a9b-0c1d2e3f4a5b",
"relationships": [
{
"id": "4c2a9e71-0b3d-4f6a-9e8c-1d2b3a4c5e6f",
"relatedCustomerId": "7e3d1b9a-5c4f-4a2e-8d6b-9f0a1c2e3d4b",
"relationshipType": "spouse",
"direction": "outgoing"
}
]
}
```
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` |
**Underwriting**
Carriers use these to set a rate class on life and final expense applications.
| Field | Type | Description |
| -------------- | ------- | ------------------------------------------------------------------------------------------------- |
| `heightInches` | integer | Total height in inches, so 6'0" is `72` |
| `weightPounds` | integer | Weight in pounds |
| `smokerStatus` | boolean | `null` when unknown. `false` means confirmed non-smoker, which is a different answer from unknown |
Social Security numbers are never included in any webhook payload, even when one
is on file. Reading a full SSN requires a permissioned, audited API call.
**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 |
**Shared phone numbers**
A phone number can belong to more than one customer, for example a married
couple. One of them is the number's primary: inbound calls, texts and outreach
go to them. Match customers on `id` or `externalId`, never on `phoneNumber`.
| Field | Type | Description |
| ------------------------ | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `isPhonePrimary` | boolean | `true` when this customer is the primary for `phoneNumber` |
| `phonePrimaryCustomerId` | UUID | The customer who is the primary for `phoneNumber` (this customer's `id` when `isPhonePrimary` is `true`) |
| `relationships` | array | Customers linked to this one. Each item has `id`, `relatedCustomerId`, `relationshipType` (`spouse`, `child`, `parent`, `sibling`, `power_of_attorney`, `other`) and `direction`: `outgoing` means the related customer is this customer's `relationshipType`, `incoming` means this customer is theirs |
`customer.updated` [#customerupdated]
Sent when a customer is edited. The payload is identical in shape to
[`customer.created`](#customercreated) and reflects the customer's state after
the update. `updatedAt` changes on every update. It is also sent to both
customers when a relationship is added, changed or removed, and when a phone
number's primary changes.
```json
{
"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` [#customerunsubscribed]
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`](#customercreated)) reflects the
resulting `doNotCall` / `doNotSMS` / `doNotEmail` / `doNotMail` flags.
```json
{
"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` [#callcompleted]
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, the human agent who handled it (`handledBy`), and the associated
`customer` (the same object as [`customer.created`](#customercreated)).
```json
{
"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",
"direction": "inbound",
"kind": "voice_ai",
"tags": [],
"startDate": "2026-03-06T00:11:35.256Z",
"endDate": null
},
"handledBy": {
"id": "7c3e9f10-2b4a-4d6e-8c15-9a0b3d5e7f21",
"name": "Dana Whitfield",
"email": "dana.whitfield@example.com",
"npn": "18473920"
},
"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) |
| `handledBy` | The human agent who handled the call, or `null` when no person was on it. `id` is the agent's user ID, the same value the calls API accepts in `agentUserIds`. |
| `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.
`handledBy` is the agent who was actually on this call. Do not confuse it with
`customer.agentName` / `customer.assignedUser`, which are the customer's
assigned agent of record and are populated regardless of who took the call (or
whether a person took it at all). `handledBy` is `null` on AI-handled calls,
which is the majority of call volume on most accounts.
`sms.sent` [#smssent]
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`](#customercreated)).
```json
{
"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:
```json
{
"sentBy": {
"id": "7c9e1a2b-3d4e-4f50-8a61-9b0c1d2e3f40",
"name": "Jordan Smith",
"email": "jordan@youragency.com",
"npn": "1234567",
"role": "agent",
"licensedStates": ["IL", "IN"]
}
}
```
`sms.received` [#smsreceived]
Sent when an inbound SMS or RCS message is received from a customer. Identical
in shape to [`sms.sent`](#smssent) with `direction` set to `inbound`. `customer`
is `null` when the inbound number can't be matched to a known customer.
```json
{
"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` [#inboxconversation_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`.
```json
{
"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` [#inquirycallback_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`](#customercreated)).
```json
{
"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` [#policycreated]
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`](#customercreated)). Monetary fields are decimal strings,
dates are `YYYY-MM-DD`, and any field with no value is `null`.
```json
{
"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. `deathBenefit` is what agents often call "face value"; there is one field for both names |
| `coverageLevel` | enum | Final expense coverage structure: `Immediate`, `Graded/ROP`, `Modified Level`, `Standard Level`, or `Preferred Level` |
| `draftDay` | integer | Day of the month the premium drafts, 1 to 31. A day of the month, not a date |
| `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` [#policyupdated]
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`](#policycreated) and reflects the policy's state after the
update. `updatedAt` changes on every update.
```json
{
"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` [#appointmentscheduled]
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`](#customercreated)), `member`, `campaign`, and
`appointmentConfig`, the `actor` that performed the action, and (for some
events) a few extra fields describing the change.
```json
{
"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",
"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`](#callcompleted) 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` [#appointmentconfirmed]
Sent when a customer confirms their appointment. Identical in shape to
[`appointment.scheduled`](#appointmentscheduled), with `status` set to
`confirmed` and `confirmedAt` populated.
`appointment.rescheduled` [#appointmentrescheduled]
Sent when an appointment is moved to a new time. Identical in shape to
[`appointment.scheduled`](#appointmentscheduled) (the base fields reflect the
new time), plus the previous and new windows:
```json
{
"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` [#appointmentcancelled]
Sent when an appointment is cancelled. Identical in shape to
[`appointment.scheduled`](#appointmentscheduled), with `status` set to
`cancelled` and `cancelledAt` populated, plus the cancellation reason:
```json
{
"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 |
`appointment.no_show` [#appointmentno_show]
Sent when a customer does not show up for their appointment. Identical in shape
to [`appointment.scheduled`](#appointmentscheduled), with `status` set to
`no_show`.
`appointment.completed` [#appointmentcompleted]
Sent when an appointment takes place and is marked complete (by the call
outcome, a rep, or an automated resolution). Identical in shape to
[`appointment.scheduled`](#appointmentscheduled), with `status` set to
`completed`.
`appointment.member_reassigned` [#appointmentmember_reassigned]
Sent when an appointment is reassigned to a different team member. Identical in
shape to [`appointment.scheduled`](#appointmentscheduled) (the base `member`
reflects the new assignee), plus the previous and new member ids:
```json
{
"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) |