> ## Documentation Index > Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt > Use this file to discover all available pages before exploring further. # Escalate a live call to an inbox ticket with AI context > Opens an inbox ticket from a live call, pre-seeded with the AI-synthesised summary + action items + live transcript, without the agent leaving the call. Idempotent per call: a repeat press returns the existing escalation ticket (200) rather than creating a duplicate (201). Inbound-side only; outbound voice/SMS is untouched. AI synthesis is best-effort — a thin transcript or model failure still yields a ticket, with `ai_summary_generated:false`. ## OpenAPI ````yaml /openapi.yaml post /api/v1/voice/calls/{callId}/escalate-to-ticket openapi: 3.1.0 info: title: Devotel CPaaS API description: Orbit by Devotel — Communications Platform as a Service API version: 1.0.0 contact: name: Devotel url: https://devotel.io email: support@devotel.io license: name: Proprietary servers: - url: https://api.orbit.devotel.io description: Production security: - Bearer: [] - ApiKey: [] tags: - name: Messages description: >- Send and manage messages across all channels (SMS, WhatsApp, RCS, Email, Viber, etc.) - name: Fax description: >- List and track fax (MMS/T.38) transmissions on Telnyx-backed fax numbers (sending flows through the Messaging API) - name: Agents description: AI agent creation, configuration, and execution - name: Voice description: Voice calls, IVR, conferencing, and SIP trunking - name: OnCall description: On-call rotations and escalation policy planning for incident alerting - name: Webhooks description: Webhook endpoint management and delivery logs - name: Numbers description: Phone number search, provisioning, and configuration - name: Brand Identity description: >- Unified cross-channel brand trust posture (10DLC, toll-free, WhatsApp, RCS, branded calling, number KYC) - name: Contacts description: Contact management, segmentation, and lifecycle tracking - name: Campaigns description: Marketing campaign orchestration and analytics - name: Flows description: Automation flow builder and execution engine - name: Templates description: Message template management and approval workflows - name: Settings description: Organization, channel, and user preference settings - name: Verify description: OTP generation and verification across channels - name: Push description: Push notification delivery via FCM and APNs - name: Integrations description: Third-party service connections and OAuth management - name: CDP description: >- Customer Data Platform — activation surface (CRM object sync, streaming destinations, ad-audience activation) - name: Files description: >- Server-to-server media upload, listing, retrieval, and deletion (signed-URL backed) - name: Commerce description: >- Omnichannel conversational-commerce — persistent cart + checkout state machine, channel-agnostic hosted pay-by-link, native WhatsApp checkout, and AP2-style agent payment mandates. - name: Sync description: >- Real-time shared-state primitive (Twilio Sync parity) — Documents, Maps, Lists, and ephemeral Streams, with change events relayed over the /api/v1/ws/sync WebSocket gateway paths: /api/v1/voice/calls/{callId}/escalate-to-ticket: post: tags: - Voice summary: Escalate a live call to an inbox ticket with AI context description: >- Opens an inbox ticket from a live call, pre-seeded with the AI-synthesised summary + action items + live transcript, without the agent leaving the call. Idempotent per call: a repeat press returns the existing escalation ticket (200) rather than creating a duplicate (201). Inbound-side only; outbound voice/SMS is untouched. AI synthesis is best-effort — a thin transcript or model failure still yields a ticket, with `ai_summary_generated:false`. parameters: - schema: type: string minLength: 1 maxLength: 128 in: path name: callId required: true requestBody: required: false content: application/json: schema: type: object description: >- All fields optional; sensible escalation defaults are applied when omitted. properties: reason: type: string minLength: 1 maxLength: 500 description: Free-text reason the agent typed for the escalation. subject: type: string minLength: 1 maxLength: 200 description: >- Operator-supplied ticket subject; falls back to a label derived from the call. priority: type: string enum: - low - normal - high - urgent description: >- Ticket priority; defaults to the disposition-derived priority for an escalation. type: type: string enum: - question - incident - problem - task description: Ticket type; defaults to `question`. responses: '200': description: Existing escalation ticket returned (idempotent repeat press) content: application/json: schema: $ref: '#/components/schemas/VoiceEscalateToTicketResponse' '201': description: New escalation ticket created content: application/json: schema: $ref: '#/components/schemas/VoiceEscalateToTicketResponse' '404': description: Call not found in the caller's tenant schema '422': description: Invalid callId or request body components: schemas: VoiceEscalateToTicketResponse: type: object properties: data: type: object properties: ticket: type: object description: >- The inbox ticket that was created or returned (idempotent repeat). created: type: boolean description: >- True when a new ticket was created, false when an existing escalation ticket was returned. ai_summary_generated: type: boolean description: >- True when AI synthesis produced a summary; false on a thin transcript or model failure. meta: $ref: '#/components/schemas/ResponseMeta' ResponseMeta: type: object required: - request_id - timestamp additionalProperties: false properties: request_id: type: string description: Unique request identifier (also returned as X-Request-Id header) timestamp: type: string format: date-time docs_url: type: string format: uri nullable: true securitySchemes: Bearer: type: http scheme: bearer bearerFormat: JWT description: Dashboard JWT token from Clerk ApiKey: type: apiKey name: X-API-Key in: header description: Server-to-server API key (dv_live_sk_*) ````