[Question] Is There a Real-Time Event Streaming API (Similar to Genesys Cloud Notifications API) in BrightPattern?

API and Integrations
1

Hello,

I would like to ask whether BrightPattern provides a real-time event streaming API, similar to the Genesys Cloud Notifications API.

I have reviewed the available documentation (Administrator Guide, Developer Guide, Integration Accounts, Scenario Functions, etc.), but I was unable to find any information about an API that delivers call, agent, or queue events to external systems in real time.

Because I could not locate such functionality in the documentation, I am posting here to confirm whether it exists or if there are any future plans for it.

Overview of the Requested Feature

We are looking for an API that can push real-time events via WebSocket or Webhook, such as:

Call/Conversation events (created, ringing, connected, ended)

Agent state changes (login, logout, ready, not ready, after-call, etc.)

Queue entry/exit and real-time queue status changes

I did find information about call recording and QA, but not about any TAPI/JTAPI-style real-time event streaming API, which is why I am requesting clarification.

Why This Feature Is Needed

We are integrating BrightPattern with several internal systems, including:

Real-time STT and AI analytics

Real-time monitoring dashboards

CRM systems and workflow automation

External orchestration engines

These systems require events such as call start/connect/end or agent state transitions as soon as they happen.
Polling or post-call processing does not meet our real-time integration requirements.

Planned Use Cases

Start real-time STT/AI processing as soon as a call begins

Reflect agent status and call states instantly on monitoring dashboards

Trigger external APIs or workflows during specific IVR steps

Run real-time sentiment/compliance analysis during the call

Automatically update CRM when the call ends

All of these use cases depend on event-driven, real-time notifications.

Questions

Does BrightPattern currently provide any API (WebSocket/Webhook) for real-time call/agent/queue events?

If not available today, is there any roadmap or future plan to introduce such a feature?

Are there any recommended approaches or existing APIs that can be used to achieve similar functionality?

Since I could not find this in the documentation, I would greatly appreciate clarification or any references you can provide.

Thank you!

2

younghun,

We decided early on to not send unfiltered events about everything. This is, in part, what allows us to support thousands of agents and concurrent connections using just a handful of servers and to be able to rapidly recover from component faults.

That said, there is a number of ways one can subscribe to that information:

Call/conversation events are available on each agent desktop, via the JS API or .Net API, same for agent state changes

Real-time stats are available as a subscription from the Real-time stats API

A number of events can be reported from scenarios and after-interaction workflows using the Fetch URL block. One good example is how to report IVR transitions to Google Analytics, for subsequent analysis of transitions. This block in workflow is also employed to update CRMs.

It’s possible to connect STT engines via Integration Accounts or via sysmgmt provider-side interfaces. Custom STT/TTS accounts can be easily added using IBM Watson account type and a bit of converter code (we have examples and can help).

We also can analyze sentiment during the call using IBM Watson or Google NLU APIs. Again, if you have custom means of such analysis, we can help with integrating a converter. The sentiment data is then made available in all dashboards and scenarios/workflows.

We also have a vector search/RAG query available to partners on our help side where you can ask questions in freeform and get answers and links in a much more effective way than the current search system. While this is also will be available soon for everybody, you can ask your BP representative to give you help site login.

I hope this helps, please do not hesitate to ask further questions

1 Like
3

Thank you for the detailed explanation. I understand your points well, and everything you described is already familiar to us.

To clarify, I am not asking how to obtain information using the existing mechanisms (JS API, .NET API, Real-time Stats, or workflow-based reporting). I already understand that, from a real-time perspective, JS and .NET APIs and statistics subscriptions are essentially the only supported approaches today.

What I am trying to understand is whether certain capabilities are planned to be supported or not, rather than how to work around them.

More specifically:
even when using the JS or .NET APIs, STT-transcribed messages do not appear as real-time events. Is it correct to understand that:

real-time STT transcription events are not currently exposed, and

this is either under development or planned to be opened in the future, rather than intentionally excluded?

A clear confirmation on whether this is not supported by design versus planned / on the roadmap would be very helpful for our architecture decisions.

Thank you in advance for the clarification.

4

Could you please contact me by email, sergey.menshikov@brightpattern.com? Thanks!