Manage Contact Center Users

Create, update, retrieve, and delete users (agents) in the Contact Center v4 system.

POST/v4/accounts/{sid}/users

Create User

POST /v4/accounts/<account_sid>/users

Request Body

{
  "name": "John Agent",
  "email": "john@company.com",
  "phone_number": "+919876543210",
  "role": "agent",
  "team_id": "sales_team",
  "device_type": "softphone",
  "skills": ["english", "sales"]
}

Parameters

Parameter	Type	Required	Description
name	String	Yes	Full name of the user
email	String	Yes	Email address (must be unique)
phone_number	String	Yes	Phone number in E.164 format
role	String	Yes	agent, supervisor, or admin
team_id	String	No	Team assignment
device_type	String	No	softphone, phone, or sip
skills	Array	No	Skill tags for routing

Example Request

curl -X POST \
  'https://ccm-api.exotel.com/v4/accounts/<account_sid>/users' \
  -H 'Authorization: Bearer <session_token>' \
  -H 'Content-Type: application/json' \
  -d '{
    "name": "John Agent",
    "email": "john@company.com",
    "phone_number": "+919876543210",
    "role": "agent",
    "device_type": "softphone"
  }'

Response

{
  "response": {
    "code": 201,
    "status": "success",
    "data": {
      "user_id": "user_abc123",
      "name": "John Agent",
      "email": "john@company.com",
      "phone_number": "+919876543210",
      "role": "agent",
      "status": "offline",
      "created_at": "2024-06-15T10:00:00.000Z"
    }
  }
}

---

Update User

PUT /v4/accounts/<account_sid>/users/<user_id>

Request Body

{
  "name": "John Senior Agent",
  "role": "supervisor",
  "team_id": "sales_leads",
  "skills": ["english", "sales", "escalation"]
}

All fields are optional — only include fields you want to update.

Response

{
  "response": {
    "code": 200,
    "status": "success",
    "data": {
      "user_id": "user_abc123",
      "name": "John Senior Agent",
      "role": "supervisor",
      "updated_at": "2024-06-15T14:00:00.000Z"
    }
  }
}

---

Get User

GET /v4/accounts/<account_sid>/users/<user_id>

Response

{
  "response": {
    "code": 200,
    "status": "success",
    "data": {
      "user_id": "user_abc123",
      "name": "John Senior Agent",
      "email": "john@company.com",
      "phone_number": "+919876543210",
      "role": "supervisor",
      "status": "available",
      "team": {
        "team_id": "sales_leads",
        "name": "Sales Leads"
      },
      "skills": ["english", "sales", "escalation"],
      "device": {
        "type": "softphone",
        "contact_uri": "sip:john@company.exotel.com"
      },
      "stats": {
        "calls_today": 15,
        "avg_handle_time": 180,
        "availability_percentage": 85
      },
      "created_at": "2024-06-15T10:00:00.000Z",
      "updated_at": "2024-06-15T14:00:00.000Z"
    }
  }
}

---

List Users

GET /v4/accounts/<account_sid>/users

Query Parameters

Parameter	Type	Description
role	String	Filter by role
team_id	String	Filter by team
status	String	Filter by status
limit	Integer	Results per page (default: 20)
offset	Integer	Pagination offset

---

Delete User

DELETE /v4/accounts/<account_sid>/users/<user_id>

Response

{
  "response": {
    "code": 200,
    "status": "success",
    "data": {
      "user_id": "user_abc123",
      "deleted": true
    }
  }
}

warning

Deleting a user is permanent. The user will be immediately logged out of any active sessions and removed from all teams.

HTTP Status Codes

Code	Description
200	Success
201	Created
400	Bad Request — Invalid parameters
401	Unauthorized
404	Not Found — User doesn't exist
409	Conflict — Email already exists
429	Rate Limited

Try It