API reference

The confirmation object

A confirmation is one delivery or collection that AnyoneIn is checking with the customer. It carries the order, the plan, every message in and out, and the outcome.

A confirmation is created from one order. It holds what you sent (normalised), the plan of steps it will work through, a timeline of events, and, once the customer has answered, an outcome.

Response201 Created

{
  "confirmation": {
    "id": "cf_7d2a9c41e0b3f658",
    "createdAt": "2026-09-27T14:02:11.482Z",
    "source": "api",
    "externalId": "HF-100482",
    "brand": {
      "name": "Harlow & Finch",
      "colors": { "primary": "#1F3A5F" },
      "supportEmail": "help@harlowandfinch.co.uk",
      "tone": "warm, clear and brief"
    },
    "customer": {
      "name": "Priya Shah",
      "first": "Priya",
      "phone": "+447700900123",
      "email": "priya@example.com"
    },
    "order": {
      "ref": "HF-100482",
      "type": "delivery",
      "date": "2026-10-13",
      "window": { "from": "08:00", "to": "12:00" },
      "items": [{ "name": "Marlow 3-seat sofa", "qty": 1, "sku": "MAR-3S-OAT" }],
      "address": { "line1": "14 Albert Road", "city": "Bristol", "postcode": "BS2 0XA" },
      "requiresSignature": true,
      "notes": "",
      "rescheduleOptions": [
        { "date": "2026-10-15", "window": { "from": "08:00", "to": "12:00" } }
      ]
    },
    "channels": { "email": true, "sms": true, "call": true },
    "smsVia": "sms",
    "cadence": "standard",
    "webhookUrl": "https://example.com/webhooks/anyonein",
    "status": "scheduled",
    "outcome": null,
    "steps": [
      { "id": "st_4be1a09c", "channel": "email", "dueAt": "2026-10-10T09:00:00.000Z", "state": "pending" },
      { "id": "st_91c3d27e", "channel": "sms", "dueAt": "2026-10-11T09:00:00.000Z", "state": "pending" },
      { "id": "st_0a6f58b2", "channel": "call", "dueAt": "2026-10-12T10:00:00.000Z", "state": "pending" }
    ],
    "events": [
      {
        "id": "ev_3f0c9a21d4",
        "at": "2026-09-27T14:02:11.482Z",
        "kind": "system",
        "text": "Confirmation created via the API. Plan: Email → Text → Call."
      }
    ],
    "call": null,
    "callAttempts": 0,
    "updatedAt": "2026-09-27T14:02:11.483Z",
    "links": { "customer": "https://api.anyonein.co.uk/c/7d2a9c41e0b3f658.Qm9vS2VkRm9yVHVlc2RheQ" },
    "emailThread": false
  }
}

Attributes

idstring: Unique identifier, cf_ followed by 16 hex characters.
createdAtstring: When it was created, ISO 8601 in UTC.
updatedAtstring: When anything on it last changed.
sourcestring: api for confirmations created through the API.
externalIdstring or null: Your own reference, as you sent it. Not required to be unique.
brandobject: The name, colors.primary, supportEmail and tone used in every message. See create.
customerobject: name, first (what the agent calls them), phone in E.164 and email in lower case.
orderobject: ref, type (delivery or collection), date, window, items, address, requiresSignature, notes and rescheduleOptions. After a customer picks another slot, date and window hold the new slot and previous holds the original.
channelsobject: Which of email, sms and call are switched on.
smsViastring: sms or whatsapp.
cadencestring: standard or demo. See cadence.
webhookUrlstring: Where confirmation.updated events are sent. Empty if you didn't set one.
statusstring: Where it is in its life. See statuses.
outcomeobject or null: The customer's answer, once there is one. See outcome.
stepsarray: The plan: one step per channel, in order. See steps.
eventsarray: Everything that happened, oldest first: messages out, replies in, what the agent understood. See events. Left out of list responses.
callobject or null: The latest phone call: state (queued, ringing, in_progress or completed), live, startedAt, answeredAt and endedAt.
callAttemptsinteger: How many calls have been placed. The standard cadence retries an unanswered call once.
giveUpAtstring: Present once every step has gone out: when it will be marked unreachable if nobody replies.
optedOutboolean: Present and true once the customer has asked to stop. Nothing more is sent to them.
webhookobject: The result of the last webhook delivery: { "status": 200, "at": "…" }, or { "error": "…", "at": "…" } if it couldn't be delivered.
links.customerstring: The customer's branded page, signed and unique to them. It has one-tap buttons for "I'll be in", "someone else will be in" and "I need a different day". The email and text link to it.
emailThreadboolean: Whether an email thread exists that the customer can reply to.

Statuses

Every confirmation starts scheduled, moves to in_progress when the first step goes out or the customer replies, and closes in one of five states.

scheduledin_progress confirmedrescheduledaction_neededunreachablecancelled

Status	Open?	Meaning	What ops usually does
`scheduled`	Yes	Created; nothing has gone out yet	Nothing
`in_progress`	Yes	At least one step has gone out, or the customer has replied	Nothing
`confirmed`	No	Someone will be in. `outcome.signerName` is set if it's someone else	Dispatch
`rescheduled`	No	The customer picked one of your `rescheduleOptions`. `order.date` and `order.window` hold the new slot	Move the booking in your system
`action_needed`	No	A clear answer that needs a person: a different day, cancel, wrong person, opted out, or wants a person	Read `outcome.summary` and follow up
`unreachable`	No	Every step went out and nobody answered	Call the customer before dispatch
`cancelled`	No	You cancelled it	Nothing

A closed confirmation can still change: if the customer writes again after it closed ("actually, can we make it Thursday?"), the agent reads it and the status and outcome can update. You get another webhook when that happens.

Outcome

outcome is null until there's an answer. Then it looks like this:

intentstring: What the customer meant. See the table below.
summarystring: One plain sentence for your team, such as "Confirmed; partner Jo will sign." or "Can't do Tuesday, prefers any weekday after 3pm."
signerNamestring or null: For alternate_signer: who will be in instead.
preferredstring or null: For reschedule: what suits them, in their words.
newSlotobject or null: For pick_option: the date and window they picked.
channelstring or null: Where the answer came from: email, sms, call or web (the customer page). null for no_response.
atstring: When the outcome was decided.

`intent`	Status	Meaning
`confirm`	`confirmed`	They, or someone 18 or over in the household, will be in
`alternate_signer`	`confirmed`	Someone else, named in `signerName`, will be in
`pick_option`	`rescheduled`	They chose one of your `rescheduleOptions`
`reschedule`	`action_needed`	They can't do it and none of the offered slots work. `preferred` says what would
`cancel`	`action_needed`	They want to cancel the order
`not_customer`	`action_needed`	Wrong person or wrong number
`opt_out`	`action_needed`	They asked to stop (STOP, unsubscribe). `optedOut` is set
`human`	`action_needed`	They want a person, are unhappy, or raised something the agent can't handle, such as damage or a refund
`no_response`	`unreachable`	Nobody answered any step

Along the way the agent may also record question (it answered a question and asked again) or unclear (it asked them to clarify). These appear on ai events, never as an outcome.

Steps

Each channel you switch on gets one step, in the order email, text, call. A step is a planned message or call.

idstring: st_ followed by 8 hex characters.
channelstring: email, sms or call. With smsVia: "whatsapp", the sms step goes by WhatsApp.
dueAtstring: When it's due to go out.
statestring: pending, sending, sent, delivered (a text the network confirmed), failed, cancelled (no longer needed), or for calls answered, no_answer or voicemail.
liveboolean: true if it went through a real provider, false in the sandbox.
sentAtstring: When it went out.
detailstring: Why it failed, if it did.
retryboolean: true on the extra call step added after an unanswered call.

When a step fails, the next one is brought forward to a few seconds later. When the customer replies, every pending step is held back (by eight hours on the standard cadence), so nobody gets a text while they're mid-conversation by email.

Events

events is the timeline, oldest first, capped at the latest 500.

idstring: ev_ followed by 10 hex characters.
atstring: When it happened.
kindstring: system (a note, such as "Calling Priya…"), out (a message or line we sent or said), in (what the customer wrote or said), ai (what the agent understood from it) or outcome.
channelstring: email, sms, call or web. Absent on some system events.
textstring: The message, the line of the call, or the note.
subjectstring: On outbound emails.
htmlstring: On outbound emails: the full HTML that was sent.
intentstring: On ai and outcome events.
tonestring: good, warn or bad, for display.
liveboolean: Whether it happened over a real channel.
viastring: On texts: sms or whatsapp.

Call transcripts are events too: each turn of the call is an out or in event with channel: "call".

Cadence

cadence decides when steps go out.

	`standard`	`demo`
Email	10am, three days before	About two seconds after creation
Text	10am, two days before	About 90 seconds later
Call	11am, the day before	About 90 seconds after the text
Gap between steps	At least 2 hours	About 90 seconds
Contact hours	Email 7am–9pm, texts and calls 9am–8pm, UK time	None
Unanswered call	One retry about 3 hours later	No retry
Pause after a reply	8 hours	3 minutes
Marked `unreachable`	6 hours after the last step	2 minutes after the last step

On the standard cadence a step is never scheduled in the past: if the delivery is only a day or two away, the steps go out sooner, still two hours apart and inside contact hours.

Important

If you leave cadence out, the current release uses demo. Always send "cadence": "standard" for real customers.

Base URL https://api.anyonein.co.uk/v1 is a placeholder until the production domain is confirmed. Found a mistake? Tell us.

#Attributes

#Statuses

#Outcome

#Steps

#Events

#Cadence

Attributes

Statuses

Outcome

Steps

Events

Cadence