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.

This source is supported in US data processing regions.

The Regal Voice source is only supported in workspaces configured to process data in the US region. Workspaces configured with data processing regions outside of the US cannot connect to this source. For more information, see Regional Segment.

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


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 Property description
agent.activity.updated An agent’s activity status was changed.
call.completed An inbound or outbound call with a contact was completed. This includes calls that were not answered.
call.recording.available A call recording link is available.
contact.subscribed A contact was subscribed to a marketing channel.
contact.unsubscribed A contact was unsubscribed from a marketing channel.
contact.attribute.edited A contact’s attributes were edited by an agent.
contact.experiment.assigned A contact was assigned to an experiment.
scheduled.callback.requested A callback was scheduled.
sms.conversation.completed An SMS conversation between a contact and an agent was completed in the Regal Voice agent desktop.
sms.queued An SMS was queued to be sent from Regal Voice to contact.
sms.sent An SMS was sent from Regal Voice to contact.
sms.undelivered An SMS was undelivered from Regal Voice to contact.
sms.received An SMS was received from a contact.
task.canceled A call or SMS task was canceled.
task.created A call or SMS task was created.
task.reservation.created A reservation was created for a task.
task.reservation.accepted A reservation was accepted by an agent.

Event Properties

Property Name Description
agent_activity_name Name of agent’s new availability status
agent_availability Availability of agent’s previous activity status; can be true or false
agent_email Email of the agent who took an action
agent_previous_activity_name Name of agent’s previous availability status
agent_previous_availability Availability of agent’s previous activity status; can be true or false
agent_time_in_previous_activity Time (in seconds) agent spent in previous activity status
call_id Task Id for the call
callback_timestamp When the callback is scheduled for
campaign_id Campaign Id
campaign_friendly_id Campaign Friendly Id as seen in the app
campaign_name Campaign name
cancelation_reason Reason the task was canceled_by
cancelation_source Source of where the task was canceled
canceled_by Includes the email of the user who canceled the task, if applicable
changes Changes made for the contact.attribute_edited event
channel The marketing channel: “voice” or “SMS”
completed_at UTC Timestamp when the task was completed_at
contact_phone Phone number of the contact_phone
content Content of the message
disposition Task disposition
email The last email associated with the contact
ended_at UTC Timestamp when the conversation was ended
experiment_id Experiment ID
experiment_name Name of experiment
experiment_variant Variant a contact was assigned to in an experiment
from_number Phone number that sent the message
handle_time Full duration task was being handled, including talk time and wrap time (completed_at - started_at)
ip The IP address from where the subscription update was initiated
media_url Media URL (if it was an MMS)
notes Task notes
objections Task objections
phone The phone number the subscription updated was applied to; phone number is the unique identifier for a contact in Regal voice
queue Task Queue
recording_link Call recording link
regal_voice_phone Regal Voice phone number
regal_voice_phone_internal_name Internal name of phone line displayed to agents
reserved_agent_email Email of the agent the task reservation is for
reserved_agent_full_name Full name of the agent the task reservation is for
scheduling_agent_email Email of the agent who scheduled the callback
scheduling_agent_fullname Full name of the agent who scheduled the callback
scheduling_agent_id Email of the agent who scheduled the callback
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)
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 subscription update was initiated through the Regal Voice platform.
started_at UTC timestamp when the conversation was started
talk_time Duration of conversation (ended_at - started_at)
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.
text The exact text the contact was presented for opt in
timestamp Unix timestamp for when the event took place
to_number Phone number to which the message was spent
type Task Type
wrapup_time Duration task was in wrap up (completed_at - ended_at)

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: 25 Apr 2022

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