Upcall Destination

Upcall creates real phone conversations seconds after a lead comes in and automatically follows up at the right time and with the right message, 24/7/365.

This destination is maintained by Upcall. For any issues with the destination, contact the Upcall Support team.

Getting Started

1. From the Segment web app, click Catalog.
2. Search for “Upcall” in the Catalog, select it, and choose which of your sources to connect the destination to.
3. Enter the “API Key” into your Segment Settings UI which you can find from your Upcall dashboard.

Identify

If you’re not familiar with the Segment Specs, take a look to understand what the Identify method does. An example call in Node would look like:

analytics.identify(
  userId: 'userId12345',
  traits: {
    firstName: 'Bob',
    lastName: 'Dole',
    phone: '+16501234567'
  },
  integrations: {
    Upcall: {
      campaign_id: [YOUR UPCALL CAMPAIGN ID]
    }
});

When you call Identify, you must include a phone number (in US or E.164 format) as a phone trait. Upcall will check whether the lead with the same number exists in the campaign.

If they do not exist, the lead will be added to the campaign and immediately called (if the campaign is live). If they do exist in the campaign, no action will be taken.

The campaign_id parameter is optional and is added to the integrations object. If not provided, we will add the lead to the most recent campaign (in pending, live or paused state). It is recommended to specify it otherwise leads might get mixed up in multiple campaigns.

Engage

You can send computed traits and audiences generated using Engage to this destination as a user property. To learn more about Engage, schedule a demo.

For user-property destinations, an identify call is sent to the destination for each user being added and removed. The property name is the snake_cased version of the audience name, with a true/false value to indicate membership. For example, when a user first completes an order in the last 30 days, Engage sends an Identify call with the property order_completed_last_30days: true. When the user no longer satisfies this condition (for example, it’s been more than 30 days since their last order), Engage sets that value to false.

When you first create an audience, Engage sends an Identify call for every user in that audience. Later audience syncs only send updates for users whose membership has changed since the last sync.

Settings

Segment lets you change these destination settings from the Segment app without having to touch any code.