Sarvam - AI Outbound Voice Call

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Outbound Voice Call × MoEngage

• Trigger an outbound AI voice call the moment a campaign event fires.
• Choose the language the conversation opens in, and let the agent switch languages mid-call based on how the customer responds.
• Pass campaign-configured context (customer name, cart value, order ID, amount due, discount code, or any other field your agent needs) with every call using MoEngage personalization attributes.
• Personalize the agent’s opening line per user with the Initial Bot Message.
• Receive the outcome of every call, along with call duration and the data captured during the conversation, through a webhook for closed-loop journey orchestration.

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Use Cases

• Cart abandonment follow-up: Trigger a call that references the cart contents and value, answers product questions, applies a discount code, and helps the shopper complete the purchase.
• EMI and payment reminders: Trigger a call ahead of an EMI due date or after a failed payment, inform the customer of the amount due, and guide them to complete the payment.
• Renewal and retention: Trigger a call before a subscription or policy renewal, remind the customer of the benefits, and offer a retention incentive where needed.
• Delivery confirmation and order resolution: Trigger a call to confirm a delivery slot, inform the customer of a delay, or resolve order issues interactively.
• Win-back outreach: Trigger a conversational call to lapsed customers in their preferred language with a personalized offer.

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Prerequisites

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Step 1: Set Up Your Sarvam Workspace and Voice Agent

1. Generate credentials: In your Sarvam workspace settings, note the Organization ID and Workspace ID, and generate an API key. These three values authenticate every call that MoEngage triggers.
2. Configure telephony: With Sarvam onboarding, connect your telephony provider and register the outbound caller number that your customers see. This produces the Connection ID and Agent Phone Number used in the next step.
3. Build and publish the agent: Create the voice agent for your use case, including its conversation design, supported languages, and objection handling. Define the agent variables that the conversation personalizes on (for example, customer_name, cart_value, discount_code, and preferred_language). Publishing produces the App ID and App Version.

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Where to Find Each Value

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Step 2: Connect the App in MoEngage

1. On the left navigation menu in the MoEngage UI, click App Marketplace.
2. On the App Marketplace page, search for Sarvam.
3. Click the Sarvam tile.
4. On the Sarvam page, click the Integrate tab.
5. Click + Add integration.
6. Under Connection details, enter the following details. The form groups these fields under Authentication and Agent & Connection Configuration:

   Field	Required	Description
   Connection name	Yes	A name to identify this connection (for example, Sarvam Outbound call).
   API Key	Yes	The API key generated in your Sarvam workspace. MoEngage sends it as the X-API-Key header on every request.
   Organization ID	Yes	Your Sarvam organization identifier (for example, 019f3b1a-9e97-…).
   Workspace ID	Yes	Your Sarvam workspace identifier (for example, 019f3b1a-9e9d-…).
   App ID	Yes	The identifier of the published Sarvam agent that this connection triggers (for example, CartRecover-fb7d1564-bef6).
   App Version	Yes	The published version of the agent to use (for example, 3).
   Connection ID	Yes	The Sarvam telephony connection through which calls are placed (for example, Moengage-ex-156baeff-e262).
   Agent Phone Number	Yes	The outbound caller number in E.164 format that customers see (for example, +918045695073).

7. Click Test to validate the connection.

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Step 3: Configure a Campaign

1. On the left navigation menu in the MoEngage UI, click Engage, and then click Campaigns.
2. On the All campaigns page, click + Create campaign.
3. In the Create campaign dialog box, under Connected Apps, click Sarvam, and then click the most suitable delivery type.
4. In Step 1 (Target users), select your audience and define the trigger event (for example, cart_abandoned with a 30-minute delay, restricted to users with a valid mobile number).
5. In Step 2 (Content), select your Connector (Make Outbound Call) and your created connection.
6. Under Content, configure the following fields:

   Section	Field	Required	Description
   Call Targeting & Overrides	User Phone Number	Yes	The customer’s mobile number in E.164 format. Type @ to personalize from a user attribute (for example, {{UserAttribute['Mobile Number']}}).
   Call Targeting & Overrides	Initial Language	No	The language the agent opens the conversation in (for example, English or Hindi). The agent can switch languages mid-call if the customer responds in another supported language.
   Call Targeting & Overrides	Initial Bot Message	No	The agent’s opening line. Supports personalization (for example, Hello {{UserAttribute['First Name']}}, welcome to Digital Fortress). If you leave this field empty, the agent uses its published default opening.
   Context Payload	Agent Variables	No	Key-value pairs passed to the agent as conversation context. Keys must match the variables defined on the published agent, and values can be static or personalized (for example, cart_value mapped to {{UserAttribute['cart_value']}}, or discount_code set to COUP10). Click New KV Pair to add a row.
   Callback Configuration	Callback URL	No	The HTTPS endpoint that receives the call outcome after the call completes. If you leave this field empty, the call is placed but no outcome is delivered back.
   Callback Configuration	Callback Details	No	Key-value pairs sent alongside the callback and echoed back verbatim in the outcome payload. Use them to correlate the outcome to the MoEngage user and campaign (for example, customer_id mapped to a user identifier). Click New KV Pair to add a row.

   
7. In Step 3 (Schedule and Goals), configure delivery controls such as DND hours and frequency capping according to your engagement policy.
8. Publish the campaign.

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Step 4: Testing and Validation

1. On the Integrate tab of the Sarvam app, click Test on the connection you created. A successful test confirms that the API Key, Organization ID, and Workspace ID resolve to your Sarvam workspace.
2. In the Test Campaign section of the campaign’s Content step, select an identifier type such as Email ID, enter the identifier of a test user whose mobile number you control, and then click Test.
3. Confirm that the request returns HTTP 200 with an attempt_id, which means MoEngage’s request was accepted and the call is being placed.
4. Answer the call and verify the conversation. The agent opens in the configured Initial Language with the personalized Initial Bot Message, and references the mapped agent variables such as name, cart value, and discount code.
5. After the call ends, verify that the outcome was delivered to the configured Callback URL.
6. Where the outcome is written back to MoEngage as a custom event, verify that the event appears on the test user’s activity timeline and can be used in journey conditions and conversion goals.

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Call Outcomes and Journey Orchestration

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Reference: The Outcome Webhook Sarvam Sends

• To MoEngage: To receive the outcome in MoEngage, contact MoEngage Support for a dedicated endpoint, which is powered by Connected Sources. Enter that endpoint as the Callback URL in the campaign.
• To your own endpoint: To process the outcome in your own systems, enter your HTTPS endpoint as the Callback URL in the campaign.

{
  "attempt_id": "att_8f3a2c…",
  "status": "connected",
  "channel_info": {
    "channel_type": "v2v",
    "channel_provider": "exotel",
    "agent_phone_number": "+918045695073"
  },
  "duration": 94,
  "interaction_id": "int_…",
  "failure_reason": null,
  "final_agent_variables": {},
  "webhook_config": {
    "url": "…",
    "metadata": {
      "customer_id": "<moengage user id>",
      "moe_campaign_id": "<campaign id>"
    }
  },
  "interaction_transcript": [
    { "role": "agent", "en_text": "…" },
    { "role": "user", "en_text": "…" }
  ]
}

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Troubleshooting

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Frequently Asked Questions