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POST
/
coach
/
calls
/
{call_id}
/
reclassify
curl -X POST https://api.avoca.ai/v1/coach/calls/call_abc123/reclassify \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Workspace-ID: YOUR_WORKSPACE_ID" \
  -H "Content-Type: application/json" \
  -d '{
    "call_type": "emergency",
    "call_reason": "water_leak",
    "confidence": 0.95,
    "outcome": "appointment_scheduled",
    "tags": ["high_value", "repeat_customer"],
    "notes": "Customer mentioned water flooding basement - should have been classified as emergency",
    "reclassified_by": "user_456"
  }'

{
  "success": true,
  "data": {
    "call_id": "call_abc123",
    "previous_classification": {
      "call_type": "new_service",
      "call_reason": "hvac_repair"
    },
    "new_classification": {
      "call_type": "emergency",
      "call_reason": "water_leak",
      "confidence": 0.95
    },
    "timestamp": "2024-01-20T14:30:00Z"
  },
  "meta": {
    "request_id": "req_xyz789",
    "timestamp": "2024-01-20T14:30:00Z"
  }
}
Coming Soon - Use this endpoint to correct or update call classifications, improving the accuracy of your analytics and AI training data. Reclassifications will help train the AI to better categorize future calls.

​
Request

​
call_id
string
required
The unique identifier of the call to reclassify
​
call_type
string
required
Primary call type classification:
  • new_service - New service request
  • existing_service - Existing customer service
  • emergency - Emergency service request
  • maintenance - Maintenance scheduling
  • billing - Billing or payment inquiry
  • reschedule - Appointment rescheduling
  • cancel - Appointment cancellation
  • complaint - Service complaint
  • general_inquiry - General questions
  • wrong_number - Wrong number/not relevant
​
call_reason
string
required
Specific reason for the call:
  • hvac_repair - HVAC system repair
  • ac_not_cooling - AC not cooling properly
  • heating_not_working - Heating system failure
  • water_heater_issue - Water heater problems
  • drain_clog - Drain or sewer clog
  • water_leak - Water leak emergency
  • electrical_issue - Electrical problems
  • installation_quote - New installation quote
  • maintenance_scheduling - Schedule maintenance
  • other - Other reasons
​
confidence
number
Confidence level of the reclassification (0.0 to 1.0)
​
outcome
string
Call outcome:
  • appointment_scheduled - Successfully booked
  • quote_provided - Provided estimate/quote
  • transferred - Transferred to human
  • information_provided - Answered questions
  • callback_scheduled - Scheduled callback
  • no_action - No action taken
  • lost_opportunity - Customer went elsewhere
​
tags
array
Additional tags for categorization:
  • high_value - High-value opportunity
  • repeat_customer - Existing customer
  • warranty_work - Warranty-related
  • commercial - Commercial customer
  • competitor_mention - Mentioned competitors
  • price_sensitive - Price was main concern
​
notes
string
Additional notes about the reclassification
​
reclassified_by
string
Identifier of who is making the reclassification (user ID or “system”)

​
Response

​
success
boolean
Whether the reclassification was successful
​
data
object
Reclassification details
curl -X POST https://api.avoca.ai/v1/coach/calls/call_abc123/reclassify \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "X-Workspace-ID: YOUR_WORKSPACE_ID" \
  -H "Content-Type: application/json" \
  -d '{
    "call_type": "emergency",
    "call_reason": "water_leak",
    "confidence": 0.95,
    "outcome": "appointment_scheduled",
    "tags": ["high_value", "repeat_customer"],
    "notes": "Customer mentioned water flooding basement - should have been classified as emergency",
    "reclassified_by": "user_456"
  }'

{
  "success": true,
  "data": {
    "call_id": "call_abc123",
    "previous_classification": {
      "call_type": "new_service",
      "call_reason": "hvac_repair"
    },
    "new_classification": {
      "call_type": "emergency",
      "call_reason": "water_leak",
      "confidence": 0.95
    },
    "timestamp": "2024-01-20T14:30:00Z"
  },
  "meta": {
    "request_id": "req_xyz789",
    "timestamp": "2024-01-20T14:30:00Z"
  }
}

​
Use Cases

  1. Quality Assurance: Review and correct misclassified calls to improve reporting accuracy
  2. AI Training: Reclassified calls are used to improve AI classification models
  3. Trend Analysis: Identify patterns in misclassifications to adjust business rules
  4. Performance Tracking: Monitor classification accuracy over time

​
Best Practices

  1. Regular Audits: Review a sample of calls weekly to maintain classification accuracy
  2. Document Reasons: Always include notes explaining why a call was reclassified
  3. Consistent Standards: Establish clear guidelines for call classification
  4. Track Patterns: Monitor which types of calls are frequently misclassified
  5. Feedback Loop: Use reclassifications to continuously improve AI accuracy