Upcall Destination

Destination Info

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.

This document is about a destination which is in beta

This means that the Upcall Destination is in active development, and some functionality may change before it becomes generally available.

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.


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:

  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.


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.

Real-time to batch destination sync frequency

Real-time audience syncs to Upcall may take six or more hours for the initial sync to complete. Upon completion, a sync frequency of two to three hours is expected.


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

Setting Description
string. You can find your key in your Upcall dashboard under Settings > Integrations > API

This page was last modified: 08 Mar 2022

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