Wrap up a call

Wraps up a call by saving notes, an outcome and an optional category. due_at sets a callback time and close_tasks closes open tasks. The outcome's own settings decide what happens to the ticket; when the outcome escalates, escalate_to names the person or queue the ticket goes to.

Requires: desk.write scope, Converse licence.

Authorization

bearerAuth

AuthorizationBearer <token>

A SautiDesk API key. An owner or admin makes it under Settings in SautiDesk for a named person and picks the scopes. The key is shown once. Send it as Authorization: Bearer <key>. It acts as that person and as nobody else.

In: header

Path Parameters

id*string

The call's id (a UUID).

Request Body

application/json

notes?string

Notes about the call or the ticket.

outcome?string

How it ended: the name or id of one of your outcomes.

category?string

The name of the category.

due_at?string

When it is due, as a date and time with an offset, for example 2026-10-15T09:00:00+03:00.

close_tasks?boolean

True to mark the ticket's open tasks as done when it is resolved. Callback tasks are always completed with the ticket, so this is about follow-ups and general tasks.

escalate_to?|

Who or which queue to escalate to, as {"user_id": "..."} or {"queue_id": "..."}. Used only when the outcome escalates.

attempt_id?string

For a call the progressive dialer put through: the dialer attempt this call was (the attempt_id of its connect event). It asks for nothing on its own; an attempt that is not this call's or this workspace's is refused with 400 wrap.dialer_attempt_unknown.

dialer_outcome?string

What to do with the dialer contact: callback (dial them again at callback_at) or do_not_call (suppress the number and stop the contact). Needs attempt_id.

callback_at?string

When to call the contact back, for a dialer_outcome of callback: a date and time with an offset, for example 2026-10-15T09:00:00+03:00. Defaults to 10 minutes from now; it must be in the future and within 30 days.

Response

Example

{  "source": "example",  "campaign_id": "f19d5173-dd17-4475-9e73-13d22446ed31",  "campaign_name": "example",  "id": "3f2b8c1e-5a4d-4e7b-9c10-2d6a8e4f1b37",  "ref": "TCK-4471",  "subject": "Order 1182 has not arrived",  "channel": "sms",  "category": "billing",  "status": "open",  "owner": "Wanjiku Mwangi",  "owner_id": "1dc86aaf-2f65-4b1b-9ef7-7dabe869da64",  "follows_id": "1fc0434e-757b-40d3-9fec-400c7ee95e3f",  "participating": false,  "queue_id": "c70c2d37-4d65-4ba4-9843-5e8aaf2dae40",  "queue_name": "Support",  "contact_id": "e370603e-5791-443e-9fb1-26dedb014cd9",  "contact_name": "Amina Wanjiru",  "contact_number": "+254712345678",  "contact_email": "amina@example.com",  "opened_at": "2026-10-14T08:30:00Z",  "updated_at": "2026-10-14T08:30:00Z",  "closed_at": "2026-10-14T08:30:00Z",  "widget_seen_at": "2026-10-14T08:30:00Z",  "last_customer_at": "2026-10-14T08:30:00Z",  "last_outcome": "Resolved",  "last_outcome_activity_id": "bae3f648-c3f5-4e80-91d8-4a9b8be23ba2",  "ticket_outcome": "Resolved",  "last_call_leg_id": "a54c310b-3cde-4687-9f40-f61a908d7e93"}

FieldTypeDescription

sourcestring

campaign_idstring

campaign_namestring

idrequiredstring (uuid)

refrequiredstring

subjectrequiredstringThe subject line.

channelrequiredstringThe channel to use: sms, whatsapp or email.

categorystringThe name of the category.

statusrequiredstringThe status to set.

ownerstring | null

owner_idstring | null

follows_idstring | null

participatingrequiredboolean

queue_idrequiredstringThe id of the queue that receives what arrives here.

queue_namerequiredstring

contact_idrequiredstring (uuid)The id of the contact the task is about.

contact_namerequiredstring

contact_numberrequiredstring

contact_emailrequiredstring

opened_atrequiredstring (date-time)

updated_atrequiredstring (date-time)

closed_atstring (date-time) | null

widget_seen_atstring (date-time) | null

last_customer_atstring (date-time) | null

last_outcomerequiredstring | null

last_outcome_activity_idrequiredstring (uuid) | null

ticket_outcomerequiredstring

last_call_leg_idrequiredstring (uuid) | null

curl -X POST "https://api.sautidesk.com/v1/desk/calls/string/wrap" \  -H "Content-Type: application/json" \  -d '{    "notes": "Hi Amina, your order has shipped.",    "outcome": "billing",    "category": "billing",    "due_at": "2026-10-14T08:30:00Z",    "close_tasks": false,    "escalate_to": {      "user_id": "ba7d8e12-8a4f-478d-9d10-86689fa3b682",      "queue_id": "c70c2d37-4d65-4ba4-9843-5e8aaf2dae40"    },    "attempt_id": "672b96af-2680-4a79-921b-4ad00b6d28c6",    "dialer_outcome": "example",    "callback_at": "2026-10-14T08:30:00Z"  }'

Wrap up a call

AuthorizationCopy Anchor Link

Path ParametersCopy Anchor Link

Request BodyCopy Anchor Link

Response

Authorization

Path Parameters

Request Body