Use CCaaS_CreateProactiveBulkDelivery API

Use the CCaaS_CreateProactiveBulkDelivery API to initiate proactive outbound deliveries to multiple customers in a single request through the proactive engagement service. Use it to submit a batch of contacts for a workstream rather than creating each delivery individually.

Several APIs are available to create proactive deliveries. Use the following guidance to choose the right one:

• CCaaS_CreateProactiveBulkDelivery: Use this API to send multiple records in a single request (approximately 15,000 records). It doesn't support account calling.
• CCaaS_CreateProactiveDelivery: This API is the most versatile. It supports all features and channels, and account calling (multiple contacts as part of the same request). Use this API for most scenarios.
• CCaaS_CreateSimpleProactiveDelivery: This version doesn't require complex JSON nesting and is best suited for surfaces like Power Automate.
• CCaaS_CreateProactiveVoiceDelivery: This API is a first-generation voice API that doesn't support newer features. While it's supported, migrate to CCaaS_CreateProactiveDelivery for the latest features.
• CCaaS_CreateProactiveSMSDelivery: This API is a first-generation SMS API that doesn't support newer features. While it's supported, migrate to CCaaS_CreateProactiveDelivery for the latest features.

Important

• If an organization is using the CCaaS_CreateProactiveBulkDelivery API to initiate outbound voice calls or SMS messages, the organization is responsible for consent management, including the manual updating of "don't call lists" for setting quiet hours for customer contact. Make sure that the following conditions are met:
  • Consent is obtained before contacting customers.
  • Customers are contacted during permitted hours only.

Prerequisites

• You must have the Omnichannel agent or Omnichannel supervisor role to call this API.
• Proactive engagement is configured. Learn more in Configure proactive engagement.

Request details

• URL: https://<orgurl>/api/data/v9.2/CCaaS_CreateProactiveBulkDelivery
• Method: POST
• Version: 1.0
• OData Operation: Action
• OData Type: Unbounded
• Request Authorization: Required. Must contain a valid Microsoft Entra ID Bearer token for the user making the API call. This token must be issued from the same Microsoft Entra ID tenant as the Customer Service instance.

Request parameters

Key	Type	Required	Description
ApiVersion	String	Yes	The CCaaS API version.
ProactiveEngagementConfigId	String	Yes	ID of the Proactive Engagement Configuration to use. It also specifies the dial mode type, workstream, and outbound profile to use. To get this ID, do the following steps: Go to Power Apps and select the required environment. Select Tables > Proactive Engagement Configuration. Select the ID of the required record.
ProactiveDeliveries	JSON array of delivery objects	Yes	A serialized JSON array that specifies the contacts for the delivery. Each object includes the contact details and at least one phone number.
RequestId	String	No	Identifier used to track the request from a source system.
ProactiveEngagements	String	No	Optional engagement details to associate with the deliveries.

ProactiveDeliveries object

Key	Type	Required	Description
uniqueIdentifier	String	Yes	Unique identifier of the contact. Can be a ContactId or an external ID.
firstName	String	Yes	First name of the contact.
lastName	String	Yes	Last name of the contact.
mobilePhoneNumber	String	Yes	Mobile phone number of the contact.
businessPhoneNumber	String	No	Business phone number of the contact.
state	String	No	State of the contact.
city	String	No	City of the contact.
zipCode	String	No	Postal code of the contact.
timeZone	String	No	Time zone of the contact. Must be a value from the Dynamics 365-approved list.

Sample request

{
  "ApiVersion": "1.0",
  "ProactiveEngagementConfigId": "36ebcd69-574d-f111-bec5-70a8a5b0f6fd",
  "ProactiveDeliveries": "[{\"firstName\":\"John\",\"lastName\":\"Doe\",\"businessPhoneNumber\":\"+18666316096\",\"mobilePhoneNumber\":\"+18666316096\",\"state\":\"CA\",\"city\":\"San Francisco\",\"zipCode\":\"94105\",\"timeZone\":\"Pacific Standard Time\",\"uniqueIdentifier\":\"00de1776-7c59-44ec-4060-3f9184bb5958\"}]",
  "RequestId": "06228731-fab7-45f8-9f2f-a9daecef99d2",
  "ProactiveEngagements": ""
}

Use CCaaS_CreateProactiveDeliveryBulkV2 API

The CCaaS_CreateProactiveDeliveryBulkV2 API provides the same bulk delivery capability as CCaaS_CreateProactiveBulkDelivery, with RequestId optional and ProactiveEngagements no longer required.

Request details

• URL: https://<orgurl>/api/data/v9.2/CCaaS_CreateProactiveDeliveryBulkV2
• Method: POST
• Version: 1.0
• OData Operation: Action
• OData Type: Unbounded
• Request Authorization: Required. Must contain a valid Microsoft Entra ID Bearer token for the user making the API call. This token must be issued from the same Microsoft Entra ID tenant as the Customer Service instance.

Request parameters

Key	Type	Required	Description
ApiVersion	String	Yes	The CCaaS API version.
ProactiveEngagementConfigId	String	Yes	ID of the Proactive Engagement Configuration to use. It also specifies the dial mode type, workstream, and outbound profile to use.
ProactiveDeliveries	JSON array of delivery objects	Yes	A serialized JSON array that specifies the contacts for the delivery. Each object includes the contact details and at least one phone number.
RequestId	String	No	Identifier used to track the request from a source system.

Sample request

{
  "ApiVersion": "1.0",
  "ProactiveEngagementConfigId": "36ebcd69-574d-f111-bec5-70a8a5b0f6fd",
  "ProactiveDeliveries": "[{\"firstName\":\"John\",\"lastName\":\"Doe\",\"businessPhoneNumber\":\"+18666316096\",\"mobilePhoneNumber\":\"+18666316096\",\"state\":\"CA\",\"city\":\"San Francisco\",\"zipCode\":\"94105\",\"timeZone\":\"Pacific Standard Time\",\"uniqueIdentifier\":\"00de1776-7c59-44ec-4060-3f9184bb5958\"}]",
  "RequestId": "06228731-fab7-45f8-9f2f-a9daecef99d2"
}

Related information

Use CCaaS_CreateProactiveDelivery API
Use CCaaS_CreateSimpleProactiveDelivery API
Use CCaaS_CreateOperation API
Use proactive engagement tables for reporting