📩 Send Custom Event to Contact Profile

Overview

Custom Events unlock powerful new capabilities for your AI Agents. With just a simple custom action, you can push important conversation updates onto a contact profile — fueling better agent handoffs, journey triggers, and reporting.

This guide will walk you through exactly what Custom Events are, when to use them, and how to set one up — even if you’re not a developer!

What Does This Custom Action Do?

This custom action sends a new event onto the contact's profile while the AI conversation is still happening.

It’s perfect for mid-call workflows, like:

• Warm transfer handoffs:
  Send a quick call summary to the human agent before connecting the customer.
• Journey triggers:
  Start a new Journey based on milestones in the conversation (e.g., appointment booked, quote delivered).
• Custom reporting:
  Log conversation breadcrumbs (like “customer got to qualification complete moment”) for analytics.

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Tip:

Think of a custom event like dropping a little “bookmark” inside a contact’s record, exactly when something important happens.

Key Use Cases

Prerequisites

Before you can send a Custom Event, you’ll need:

1. 🔑 Your Regal API Key
   If you have trouble finding this ask [email protected].
2. 🤖 AI Agent Configured for Custom Actions
   You’ll set up a Custom Action that the agent can call at the right moment.

Setting Up the Custom Action in Regal

Setting up your custom action is quick:

1. Create the Action

In the Regal AI Agent Builder: → Add Action → Custom Action

2. Fill Out the Details

You’ll use simple handlebars syntax for variables like {{variables.call_summary}}.

👉 Screenshot Example Setup:

JSON Payload Template

You’ll define the payload directly inside the Custom Action. Here’s an example:

{
    "userId": "{{contact.externalId}}",
    "traits": {
        "phones": {
            "{{contact.contactPhone}}": {}
        }
    },
    "name": "AI Agent Call Summary",
    "properties": {
        "ai_agent_name": "<Your Agent Name>",
        "call_summary": "{{variables.call_summary}}",
        "customer_questions": "{{variables.customer_questions}}",
        "customer_sentiment": "{{variables.sentiment}}"
    },
    "eventSource": "Regal Voice"
}

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What to Update:

• Replace the API key placeholder with your own.
• Map your AI variables properly.

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Tip:

You can customize the properties section with any additional details you want Regal to track, such as appointment time, product type, or notes!

Test Your Custom Action

Testing is simple:

1 - Save your Custom Action inside the AI Agent.

2 - Trigger the action during a test call or simulated flow.

3 - Verify that the event appears inside Regal’s Recent Events Explorer.

4 - Check the payload is correct and no fields are missing!

5 - Configure your custom event to display in the Agent desktop for the approach agent team(s). See docs for how and then check that you see it displayed on the Activity desktop

✅ If everything is good, you’re ready to use it in production.

Troubleshooting & FAQ

FAQ

🙋‍♀️ Need Help?

If you need help setting up your custom event—or you’d like a Regal AI Expert to review your setup—reach out anytime at:

📬 [email protected]

We’re happy to help!