Regal Voice Source


Good to know: Event source

The Regal Voice Source is an event source. This means that it sends data as events, which are behaviors or occurrences tied to a user and a point in time. Data from these sources can be loaded into your Segment warehouses, and also sent to Segment streaming destinations. Learn more about cloud sources.

Regal Voice is a next-gen customer engagement platform built for B2C services brands to proactively reach out to customers on voice and sms before they buy elsewhere.

This source is maintained by Regal Voice. For any issues with the source, contact the Regal Voice Support team.

Good to know: This page is about the Regal Voice Segment source, which sends data into Segment. There’s also a page about the Regal Voice Segment destination, which receives data from Segment!

Getting Started

  1. From your workspace’s Sources catalog page click Add Source.
  2. Search for “Regal Voice” in the Sources Catalog, select click Regal Voice, and click Add Source.
  3. On the next screen, give the Source a nickname and configure any other settings.

    The nickname is used as a label in the Segment app, and Segment creates a related schema name in your warehouse. The nickname can be anything, but we recommend using something that reflects the source itself and distinguishes amongst your environments (eg. SourceName_Prod, SourceName_Staging, SourceName_Dev).

  4. Click Add Source to save your settings.
  5. Copy the Write key from the Segment UI and email it to support@regalvoice.com.

Events

The table below lists events that Regal Voice sends to Segment. These events appear as tables in your warehouse and as regular events in other Destinations. Regal Voice includes the userId if available.

Event Name Description
contact.subscribed A contact was subscribed to a marketing channel
contact.unsubscribed A contact was unsubscribed from a marketing channel
sms.queued An sms was queued to be sent from RegalVoice to contact
sms.sent An sms was sent from RegalVoice to contact
sms.undelivered An sms was undelivered from RegalVoice to contact
sms.received An sms was received from a contact
task.created A call or sms task was created
sms.conversation_completed An SMS conversation between a contact and an agent was completed in the Regal Voice agent desktop
call.completed An inbound or outbound call with a contact was completed. This includes calls that were not answered

Event Properties

Property Name Description
channel The marketing channel: “voice” or “sms”
phone The phone number the subscription update was applied to. Phone number is the unique identifier for a contact in Regal Voice
email The last email associated with the contact
ip The IP address from where the subscription update was initiated.
source Source of the subscription update. A source value that starts with “Brand.” indicates that the subscription update was initiated by the Brand (outside of the Regal Voice platform). A source value that starts with “RegalVoice.” indicates that the supscription update was initiated through the Regal Voice platform.
text The exact text the contact was presented for opt in
timestamp Unix timestamp for when the event took place
contact_phone Phone number of the contact
regal_voice_phone RegalVoice phone number
content Content of the message
direction INBOUND or OUTBOUND
from_number Phone number that sent the message
to_number Phone number to which the message was sent
media_url Media URL (if it was an MMS)
sms_conversation_id Task ID for the conversation. (If the sms was part of a two-way conversation with an Agent, rather than just an automated outbound sms)
campaign_friendly_id Campaign Friendly Id as seen in the App
campaign_id Campaign Id
campaign_name Campaign Name
queue Task Queue
scheduling_agent_fullname Full name of the agent who scheduled the Callback
scheduling_agent_id Email of the agent who scheduled the Callback
target_agent_fullname Full name of the agent who contact (and all contact’s tasks) are assigned to
target_agent_id Email of the agent who contact (and all contact’s tasks) are assigned to
task_id Unique identifier for the task. Will match the call_id or sms_conversation_id of a completed task event.
type Task Type
call_id Task Id for the call
disposition Task disposition
objections Task objections
notes Task notes
handle_time Full duration task was being handled, including talk time and wrap time (completed_at - started_at)
wrapup_time Duration task was in wrap up (completed_at - ended_at)
talk_time Duration of conversation (ended_at - started_at)
started_at UTC timestamp when the conversation was started
ended_at UTC timestamp when the conversation was ended
completed_at UTC Timestamp when the task was completed

Adding Destinations

Now that your Source is set up, you can connect it with Destinations.

Log into your downstream tools and check to see that your events appear as expected, and that they contain all of the properties you expect. If your events and properties don’t appear, check the Event Delivery tool, and refer to the Destination docs for each tool for troubleshooting.

If there are any issues with how the events are arriving to Segment, contact the Regal Voice support team.

This page was last modified: 11 May 2021



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