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Use CCaaS_CreateSimpleProactiveDelivery API

You can use the CCaaS_CreateSimpleProactiveDelivery API to initiate a single proactive outbound delivery to a customer through the Proactive Engagement service. It provides a simplified, flattened set of contact attributes for a single recipient.

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_CreateSimpleProactiveDelivery API to initiate an outbound voice call or SMS message, 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_CreateSimpleProactiveDelivery
  • 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:
  1. Go to Power Apps and select the required environment.
  2. Select Tables > Proactive Engagement Configuration.
  3. Select the ID of the required record.
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.
Email String No Email address of the contact.
MobilePhoneNumber String Yes Mobile phone number of the contact.
BusinessPhoneNumber String No Business phone number of the contact.
HomePhoneNumber String No Home phone number of the contact.
Country String No Country/Region of the contact.
City String No City of the contact.
AddressLine String No Address line of the contact.
PostalCode String No Postal code of the contact.
State String No State of the contact.
TimeZone String No Time zone of the contact. Must be a value from the Dynamics 365-approved list.
Priority String No Defines the priority value of the request.
InputAttributes JSON object of key-value strings No Variables that can be referenced within Copilot agent flows to customize behavior, drive conditional logic, or retrieve personalized information from Dataverse records.
Windows JSON array of Window objects No Specifies the valid time periods when the outbound call or SMS can be placed. If not provided, the system defaults to a 24-hour window starting immediately.

Windows object

Key Type Description
Start String The beginning timestamp for this window.
End String The end timestamp for this window.

Sample request

{
  "ApiVersion": "1.0",
  "ProactiveEngagementConfigId": "36ebcd69-574d-f111-bec5-70a8a5b0f6fd",
  "UniqueIdentifier": "36ebcd69-574d-f111-bec5-10a8a5b0f6fb",
  "FirstName": "John",
  "LastName": "Doe",
  "Email": "john.doe@contoso.com",
  "MobilePhoneNumber": "+18666316096",
  "BusinessPhoneNumber": "+18666316096",
  "HomePhoneNumber": "+18666316096",
  "Country": "United States",
  "City": "Seattle",
  "AddressLine": "123 Main Street",
  "PostalCode": "98101",
  "State": "WA",
  "TimeZone": "Central European Standard Time",
  "Priority": "1",
  "InputAttributes": "{\"CustomerTier\":\"Gold\",\"AccountNumber\":\"ACC-12345\",\"PreferredLanguage\":\"en-US\"}",
  "Windows": "[{\"Start\":\"2026-06-06T09:00:00\",\"End\":\"2026-06-06T12:00:00\"},{\"Start\":\"2026-06-06T14:00:00\",\"End\":\"2026-06-06T17:00:00\"}]"
}

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

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