Operators

Operator dashboard overview

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/dashboard

Live dashboard with operator status counts, active escalation queue, and today's escalation statistics.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Responses

200

Successful Response

application/json

workspace_idstring · uuidRequired

active_escalationsintegerRequired

get

/v1/{workspace_id}/operators/dashboard

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/dashboard HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

200

Successful Response

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "operators": {
    "total": 1,
    "online": 1,
    "busy": 1,
    "offline": 1
  },
  "active_escalations": 1,
  "escalations_today": {
    "requested": 0,
    "connected": 0,
    "completed": 0,
    "avg_wait_seconds": 1,
    "avg_handle_time_seconds": 1
  },
  "recent_escalations": [
    {
      "call_entity_id": "123e4567-e89b-12d3-a456-426614174000",
      "call_sid": "text",
      "escalation_id": "text",
      "status": "text",
      "trigger": "text",
      "trigger_source": "text",
      "concept": "text",
      "operator_type": "text",
      "regulatory_basis": "text",
      "immediate": true,
      "risk_score": 1,
      "requested_at": "text",
      "connected_at": "text",
      "wait_seconds": 1,
      "operator_entity_id": "text",
      "caller_id": "text",
      "direction": "text",
      "phone_number": "text",
      "started_at": "text"
    }
  ]
}

Operator performance summary

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/performance

Aggregate performance across all operators with per-operator breakdown.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Responses

200

Successful Response

application/json

workspace_idstring · uuidRequired

total_operatorsintegerRequired

onlineintegerRequired

busyintegerRequired

offlineintegerRequired

total_escalations_handledintegerRequired

avg_handle_time_secondsnumberRequired

get

/v1/{workspace_id}/operators/performance

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/performance HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

200

Successful Response

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "total_operators": 1,
  "online": 1,
  "busy": 1,
  "offline": 1,
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "operators": [
    {
      "operator_id": "123e4567-e89b-12d3-a456-426614174000",
      "name": "text",
      "status": "text",
      "total_escalations_handled": 1,
      "avg_handle_time_seconds": 1,
      "last_call_at": "text"
    }
  ]
}

List active escalations

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/escalations/active

List calls with active escalations (status: requested or connected).

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Query parameters

limitinteger · max: 20OptionalDefault: 10

continuation_tokenintegerOptionalDefault: 0

Responses

200

Successful Response

application/json

has_morebooleanRequired

continuation_tokenany ofOptional

integerOptional

or

nullOptional

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/escalations/active

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/escalations/active HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "call_entity_id": "123e4567-e89b-12d3-a456-426614174000",
      "call_sid": "text",
      "escalation_id": "text",
      "status": "text",
      "trigger": "text",
      "trigger_source": "text",
      "concept": "text",
      "operator_type": "text",
      "regulatory_basis": "text",
      "immediate": true,
      "risk_score": 1,
      "requested_at": "text",
      "connected_at": "text",
      "wait_seconds": 1,
      "operator_entity_id": "text",
      "caller_id": "text",
      "direction": "text",
      "phone_number": "text",
      "started_at": "text"
    }
  ],
  "has_more": true,
  "continuation_token": 1
}

Escalation statistics

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/escalations/stats

Aggregated escalation statistics over a time period.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Query parameters

periodstringOptional

Time period: day, week, or month.

Default: day

group_bystringOptional

Grouping dimension: status, trigger, or operator.

Default: status

Responses

200

Successful Response

application/json

workspace_idstring · uuidRequired

periodstringRequired

group_bystringRequired

totalintegerRequired

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/escalations/stats

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/escalations/stats HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "period": "text",
  "group_by": "text",
  "buckets": [
    {
      "key": "text",
      "count": 1
    }
  ],
  "total": 1
}

List escalation events

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/escalations/

List escalation lifecycle events for a workspace.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Query parameters

limitinteger · max: 20OptionalDefault: 10

continuation_tokenintegerOptionalDefault: 0

Responses

200

Successful Response

application/json

has_morebooleanRequired

continuation_tokenany ofOptional

integerOptional

or

nullOptional

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/escalations/

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/escalations/ HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
      "event_type": "text",
      "data": {
        "ANY_ADDITIONAL_PROPERTY": "anything"
      },
      "source": "text",
      "confidence": 1,
      "ingested_at": "2026-03-22T05:27:56.948Z",
      "created_at": "2026-03-22T05:27:56.948Z"
    }
  ],
  "has_more": true,
  "continuation_token": 1
}

Query audit log

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/audit-log/

Query audit events (operator actions) for a workspace.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Query parameters

limitinteger · max: 20OptionalDefault: 10

continuation_tokenintegerOptionalDefault: 0

Responses

200

Successful Response

application/json

has_morebooleanRequired

continuation_tokenany ofOptional

integerOptional

or

nullOptional

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/audit-log/

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/audit-log/ HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
      "event_type": "text",
      "data": {
        "ANY_ADDITIONAL_PROPERTY": "anything"
      },
      "source": "text",
      "ingested_at": "2026-03-22T05:27:56.948Z",
      "created_at": "2026-03-22T05:27:56.948Z"
    }
  ],
  "has_more": true,
  "continuation_token": 1
}

Get call transcript

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/calls/{call_sid}/transcript

Per-speaker transcript segments from operator takeover sessions.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

call_sidstringRequired

Responses

200

Successful Response

application/json

call_entity_idstring · uuidRequired

call_sidany ofRequired

stringOptional

or

nullOptional

total_segmentsintegerRequired

404

Call not found.

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/calls/{call_sid}/transcript

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/calls/{call_sid}/transcript HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "call_entity_id": "123e4567-e89b-12d3-a456-426614174000",
  "call_sid": "text",
  "total_segments": 1,
  "segments": [
    {
      "speaker_role": "text",
      "transcript": "text",
      "timestamp": "text",
      "escalation_id": "text",
      "confidence": 1
    }
  ]
}

Join active call as operator

post

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/{operator_id}/join-call

Add operator to an active call's Twilio Conference.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

operator_idstring · uuidRequired

Body

application/json

Request to join an active call as operator.

call_sidstringRequired

modestringOptionalDefault: takeover

Responses

200

Successful Response

application/json

Confirmation of operator joining a call's conference.

participant_call_sidstringRequired

conference_sidstringRequired

modestringRequired

operator_entity_idstringRequired

404

Operator or active call not found.

409

Operator is already on a call.

422

Validation Error

application/json

503

Voice agent service unavailable.

post

/v1/{workspace_id}/operators/{operator_id}/join-call

HTTPcURLJavaScriptPython

POST /v1/{workspace_id}/operators/{operator_id}/join-call HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 37

{
  "call_sid": "text",
  "mode": "takeover"
}

{
  "participant_call_sid": "text",
  "conference_sid": "text",
  "mode": "text",
  "operator_entity_id": "text"
}

Remove operator from active call

post

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/{operator_id}/leave-call

Remove operator from an active call's Twilio Conference.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

operator_idstring · uuidRequired

Body

application/json

Request to remove operator from an active call.

call_sidstringRequired

Responses

200

Successful Response

application/json

successbooleanRequired

404

Operator or active call not found.

422

Validation Error

application/json

503

Voice agent service unavailable.

post

/v1/{workspace_id}/operators/{operator_id}/leave-call

HTTPcURLJavaScriptPython

POST /v1/{workspace_id}/operators/{operator_id}/leave-call HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 19

{
  "call_sid": "text"
}

{
  "success": true
}

Generate browser audio access token

post

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/{operator_id}/access-token

Generate a Twilio AccessToken with VoiceGrant for browser-based operator audio.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

operator_idstring · uuidRequired

Body

application/json

Request to generate a Twilio AccessToken for browser-based audio.

call_sidstringRequired

Responses

200

Successful Response

application/json

tokenstringRequired

identitystringRequired

conference_sidstringRequired

404

Operator or active call not found.

422

Validation Error

application/json

503

Browser audio not configured or voice agent unavailable.

post

/v1/{workspace_id}/operators/{operator_id}/access-token

HTTPcURLJavaScriptPython

POST /v1/{workspace_id}/operators/{operator_id}/access-token HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 19

{
  "call_sid": "text"
}

{
  "token": "text",
  "identity": "text",
  "conference_sid": "text",
  "connect_params": {
    "ANY_ADDITIONAL_PROPERTY": "text"
  }
}

Toggle operator listen/takeover mode

post

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/{operator_id}/switch-mode

Switch between listen mode and takeover mode.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

operator_idstring · uuidRequired

Body

application/json

Request to toggle operator mode on an active call.

call_sidstringRequired

participant_call_sidstringOptionalDefault: ""

modestringRequired

Responses

200

Successful Response

application/json

modestringRequired

404

Operator not found.

422

Validation Error

application/json

503

Voice agent service unavailable.

post

/v1/{workspace_id}/operators/{operator_id}/switch-mode

HTTPcURLJavaScriptPython

POST /v1/{workspace_id}/operators/{operator_id}/switch-mode HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 59

{
  "call_sid": "text",
  "participant_call_sid": "",
  "mode": "text"
}

{
  "mode": "text"
}

List operators

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/

List all operator entities for a workspace.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Query parameters

limitinteger · max: 20OptionalDefault: 10

continuation_tokenintegerOptionalDefault: 0

Responses

200

Successful Response

application/json

has_morebooleanRequired

continuation_tokenany ofOptional

integerOptional

or

nullOptional

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/ HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "items": [
    {
      "id": "123e4567-e89b-12d3-a456-426614174000",
      "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
      "name": "text",
      "email": "text",
      "type": "text",
      "skills": [
        "text"
      ],
      "connection_method": "text",
      "phone_number": "text",
      "role": "text",
      "status": "text",
      "last_status_change": "text",
      "active_call_sid": "text",
      "total_escalations_handled": 1,
      "avg_handle_time_seconds": 1,
      "last_call_at": "text",
      "created_at": "2026-03-22T05:27:56.948Z",
      "updated_at": "2026-03-22T05:27:56.948Z"
    }
  ],
  "has_more": true,
  "continuation_token": 1
}

Register an operator

post

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/

Create an operator entity with profile and initial offline status.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Body

application/json

namestringRequired

emailstringRequired

typestringOptionalDefault: clinical

skillsstring[]Optional

connection_methodstringOptionalDefault: browser

phone_numberany ofOptional

stringOptional

or

nullOptional

rolestringOptionalDefault: operator

Responses

201

Successful Response

application/json

401

Missing or invalid API key.

403

Insufficient permissions.

422

Validation Error

application/json

post

/v1/{workspace_id}/operators/

HTTPcURLJavaScriptPython

POST /v1/{workspace_id}/operators/ HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 136

{
  "name": "text",
  "email": "text",
  "type": "clinical",
  "skills": [
    "text"
  ],
  "connection_method": "browser",
  "phone_number": "text",
  "role": "operator"
}

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "email": "text",
  "type": "text",
  "skills": [
    "text"
  ],
  "connection_method": "text",
  "phone_number": "text",
  "role": "text",
  "status": "text",
  "last_status_change": "text",
  "active_call_sid": "text",
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "last_call_at": "text",
  "created_at": "2026-03-22T05:27:56.948Z",
  "updated_at": "2026-03-22T05:27:56.948Z"
}

Get an operator

get

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/{operator_id}

Get operator entity with computed state (profile, availability, performance).

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

operator_idstring · uuidRequired

Responses

200

Successful Response

application/json

idstring · uuidRequired

workspace_idstring · uuidRequired

nameany ofRequired

stringOptional

or

nullOptional

emailany ofRequired

stringOptional

or

nullOptional

typeany ofRequired

stringOptional

or

nullOptional

skillsstring[]Required

connection_methodstringRequired

phone_numberany ofRequired

stringOptional

or

nullOptional

rolestringRequired

statusstringRequired

last_status_changeany ofRequired

stringOptional

or

nullOptional

active_call_sidany ofRequired

stringOptional

or

nullOptional

total_escalations_handledintegerRequired

avg_handle_time_secondsnumberRequired

last_call_atany ofRequired

stringOptional

or

nullOptional

created_atany ofRequired

string · date-timeOptional

or

nullOptional

updated_atany ofRequired

string · date-timeOptional

or

nullOptional

404

Operator not found.

422

Validation Error

application/json

get

/v1/{workspace_id}/operators/{operator_id}

HTTPcURLJavaScriptPython

GET /v1/{workspace_id}/operators/{operator_id} HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Accept: */*

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "email": "text",
  "type": "text",
  "skills": [
    "text"
  ],
  "connection_method": "text",
  "phone_number": "text",
  "role": "text",
  "status": "text",
  "last_status_change": "text",
  "active_call_sid": "text",
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "last_call_at": "text",
  "created_at": "2026-03-22T05:27:56.948Z",
  "updated_at": "2026-03-22T05:27:56.948Z"
}

Update an operator

patch

https://internal-api.platform.amigo.aihttps://api.platform.amigo.ai

/v1/{workspace_id}/operators/{operator_id}

Update operator profile fields or status. Each change writes a world event.

Authorizations

BearerAuth

AuthorizationstringRequired

API key issued via POST /v1/{workspace_id}/api-keys. Pass the returned api_key value as a Bearer token.

Path parameters

operator_idstring · uuidRequired

Body

application/json

nameany ofOptional

stringOptional

or

nullOptional

emailany ofOptional

stringOptional

or

nullOptional

typeany ofOptional

stringOptional

or

nullOptional

skillsany ofOptional

string[]Optional

or

nullOptional

connection_methodany ofOptional

stringOptional

or

nullOptional

phone_numberany ofOptional

stringOptional

or

nullOptional

roleany ofOptional

stringOptional

or

nullOptional

statusany ofOptional

stringOptional

or

nullOptional

Responses

200

Successful Response

application/json

idstring · uuidRequired

workspace_idstring · uuidRequired

nameany ofRequired

stringOptional

or

nullOptional

emailany ofRequired

stringOptional

or

nullOptional

typeany ofRequired

stringOptional

or

nullOptional

skillsstring[]Required

connection_methodstringRequired

phone_numberany ofRequired

stringOptional

or

nullOptional

rolestringRequired

statusstringRequired

last_status_changeany ofRequired

stringOptional

or

nullOptional

active_call_sidany ofRequired

stringOptional

or

nullOptional

total_escalations_handledintegerRequired

avg_handle_time_secondsnumberRequired

last_call_atany ofRequired

stringOptional

or

nullOptional

created_atany ofRequired

string · date-timeOptional

or

nullOptional

updated_atany ofRequired

string · date-timeOptional

or

nullOptional

404

Operator not found.

422

Validation Error

application/json

patch

/v1/{workspace_id}/operators/{operator_id}

HTTPcURLJavaScriptPython

PATCH /v1/{workspace_id}/operators/{operator_id} HTTP/1.1
Host: internal-api.platform.amigo.ai
Authorization: Bearer YOUR_SECRET_TOKEN
Content-Type: application/json
Accept: */*
Content-Length: 141

{
  "name": "text",
  "email": "text",
  "type": "text",
  "skills": [
    "text"
  ],
  "connection_method": "text",
  "phone_number": "text",
  "role": "text",
  "status": "text"
}

{
  "id": "123e4567-e89b-12d3-a456-426614174000",
  "workspace_id": "123e4567-e89b-12d3-a456-426614174000",
  "name": "text",
  "email": "text",
  "type": "text",
  "skills": [
    "text"
  ],
  "connection_method": "text",
  "phone_number": "text",
  "role": "text",
  "status": "text",
  "last_status_change": "text",
  "active_call_sid": "text",
  "total_escalations_handled": 1,
  "avg_handle_time_seconds": 1,
  "last_call_at": "text",
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