PAM Agents - PAM Outbound API

PAM agents are managed voice and SMS agents that you can use from the API with a stable agentSlug. Use an agent slug when PAM has provided one for a supported use case, such as recall outreach or retention follow-up. Your API key determines attribution, billing, and webhook routing.

Agent Selection

Conversation create requests must include exactly one of:

agentSlug — a stable slug for a PAM-managed agent.
agentId — a specific agent UUID.

Prefer agentSlug when you use a PAM-managed agent in an external integration.

{
  "agentSlug": "sms-recall",
  "toNumber": "+15555550199",
  "fromNumber": "+15555550123"
}

Available Agents

Managed agent	Channel	Required `dynamicVariables`	Optional `dynamicVariables`
`voice-recall`	Voice	`contact_first_name`, `dealership_name`, `service_ids`, `recall_id`, `vin`, `vehicle_year`, `vehicle_make`, and `vehicle_model`	`contact_last_name`, `contact_email`, `vehicle_mileage`, `service_names`, `transport_type`, `recall_date`, `recall_summary`, `recall_safety_risk`, `recall_remedy`, `recall_part`
`sms-recall`	SMS	`contact_first_name`, `dealership_name`, `service_ids`, `recall_id`, `vin`, `vehicle_year`, `vehicle_make`, and `vehicle_model`	`contact_last_name`, `contact_email`, `vehicle_mileage`, `service_names`, `transport_type`, `recall_date`, `recall_summary`, `recall_safety_risk`, `recall_remedy`, `recall_part`
`voice-retention`	Voice	`contact_first_name`, `dealership_name`, `service_ids`, `offer_description`, `vin`, `vehicle_year`, `vehicle_make`, and `vehicle_model`	`contact_last_name`, `contact_email`, `vehicle_mileage`, `service_names`, `transport_type`, `offer_expiration`
`sms-retention`	SMS	`contact_first_name`, `dealership_name`, `service_ids`, `offer_description`, `vin`, `vehicle_year`, `vehicle_make`, and `vehicle_model`	`contact_last_name`, `contact_email`, `vehicle_mileage`, `service_names`, `transport_type`, `offer_expiration`
`sms-declined-services`	SMS	`contact_first_name`, `dealership_name`, `service_ids`, `declined_services`, `vin`, `vehicle_year`, `vehicle_make`, and `vehicle_model`	`contact_last_name`, `contact_email`, `vehicle_mileage`, `service_names`, `transport_type`, `service_context`, `customer_briefing`, `primary_category`, `vehicle_summary`, `offer_description`, `offer_expiration`

Dynamic variables

Use dynamicVariables to pass the customer, dealership, vehicle, recall, offer, and scheduling details the selected agent needs. Use the canonical snake_case field names below. Each PAM-managed agent has its own required variables. Values must be strings. PAM uses these public fields to construct internal prompt context and tool variables, such as customer, dealership, scheduling, recall, offer, declined-services, and vehicle-logistics context blocks. Those generated context blocks are internal. They are not accepted as public API fields and are not returned by conversation GET or list endpoints.

Recall agents

Use voice-recall for recall calls and sms-recall for recall SMS conversations. Required dynamic variables for recall agents:

Variable	Description
`contact_first_name`	Contact first name the agent can use in the conversation.
`dealership_name`	Dealership or business name the agent represents.
`recall_id`	Safety recall identifier. Send either an NHTSA campaign ID or a manufacturer recall ID.
`service_ids`	Service or opcode identifier used for availability and booking tool calls. Use a comma-separated string when sending multiple services.
`vin`	Vehicle VIN.
`vehicle_year`	Vehicle year.
`vehicle_make`	Vehicle make.
`vehicle_model`	Vehicle model.

Optional recall context:

Variable	Description
`contact_last_name`	Contact last name, if available.
`recall_date`	Recall date, if available.
`recall_summary`	Short recall summary if your integration sends individual recall detail fields.
`recall_safety_risk`	Safety risk or consequence summary.
`recall_remedy`	Remedy or corrective action.
`recall_part`	Affected part or component.
`contact_email`	Customer email used when booking, if available.
`vehicle_mileage`	Current vehicle mileage, if available.
`service_names`	Human-readable service names.
`transport_type`	Expected service logistics. Supported values include `WAITER`, `DROPOFF`, `SHUTTLE`, `LOANER`, `VALET`, `MOBILE_SERVICE`, `UBER`, and `PICKUP_DELIVERY`.

{
  "agentSlug": "sms-recall",
  "toNumber": "+15555550199",
  "fromNumber": "+15555550123",
  "welcomeMessage": "Hi Ada, this is PAM Motors following up on your service recall.",
  "dynamicVariables": {
    "contact_first_name": "Ada",
    "contact_last_name": "Lovelace",
    "dealership_name": "PAM Motors",
    "recall_id": "24V-123",
    "service_ids": "RECALL_SERVICE",
    "vin": "1HGBH41JXMN109186",
    "vehicle_year": "2021",
    "vehicle_make": "Honda",
    "vehicle_model": "Accord"
  }
}

recall_id must identify a safety recall registered with NHTSA. Send either the NHTSA campaign ID or a manufacturer recall ID.

Retention agents

Use voice-retention for retention calls and sms-retention for retention SMS conversations. Required dynamic variables for retention agents:

Variable	Description
`contact_first_name`	Contact first name the agent can use in the conversation.
`dealership_name`	Dealership or business name the agent represents.
`offer_description`	The retention offer or service reason the agent should discuss.
`service_ids`	Service or opcode identifier used for availability and booking tool calls. Use a comma-separated string when sending multiple services.
`vin`	Vehicle VIN.
`vehicle_year`	Vehicle year.
`vehicle_make`	Vehicle make.
`vehicle_model`	Vehicle model.

Optional retention context:

Variable	Description
`contact_last_name`	Contact last name, if available.
`offer_expiration`	Expiration date for the retention offer.
`service_names`	Human-readable service name.
`contact_email`	Customer email used when booking, if available.
`vehicle_mileage`	Current vehicle mileage, if available.
`transport_type`	Expected service logistics. Supported values include `WAITER`, `DROPOFF`, `SHUTTLE`, `LOANER`, `VALET`, `MOBILE_SERVICE`, `UBER`, and `PICKUP_DELIVERY`.

{
  "agentSlug": "sms-retention",
  "toNumber": "+15555550199",
  "fromNumber": "+15555550123",
  "welcomeMessage": "Hi Ada, this is PAM Motors checking in about your recommended service.",
  "dynamicVariables": {
    "contact_first_name": "Ada",
    "contact_last_name": "Lovelace",
    "dealership_name": "PAM Motors",
    "offer_description": "$50 off your next scheduled maintenance visit",
    "service_ids": "MAINTENANCE_SERVICE",
    "vin": "1HGBH41JXMN109186",
    "vehicle_year": "2021",
    "vehicle_make": "Honda",
    "vehicle_model": "Accord",
    "service_names": "Scheduled maintenance"
  }
}

Declined-services agents

Use sms-declined-services for SMS follow-up on services a customer previously declined. Required dynamic variables for declined-services agents:

Variable	Description
`contact_first_name`	Contact first name the agent can use in the conversation.
`dealership_name`	Dealership or business name the agent represents.
`declined_services`	Description of the service or services the customer previously declined. Use newline-separated text for multiple services.
`service_ids`	Service or opcode identifier used for availability and booking tool calls. Use a comma-separated string when sending multiple services.
`vin`	Vehicle VIN.
`vehicle_year`	Vehicle year.
`vehicle_make`	Vehicle make.
`vehicle_model`	Vehicle model.

Optional declined-services context:

Variable	Description
`contact_last_name`	Contact last name, if available.
`service_context`	Brief context from the prior visit or recommendation.
`customer_briefing`	Notes the agent should consider when discussing the recommendation.
`primary_category`	Main service category, such as maintenance or safety.
`vehicle_summary`	Human-readable vehicle summary when you do not want the agent to infer it from year, make, and model.
`offer_description`	Optional offer tied to the declined-services follow-up.
`offer_expiration`	Expiration date for the declined-services offer.
`service_names`	Human-readable service names.
`contact_email`	Customer email used when booking, if available.
`vehicle_mileage`	Current vehicle mileage, if available.
`transport_type`	Expected service logistics. Supported values include `WAITER`, `DROPOFF`, `SHUTTLE`, `LOANER`, `VALET`, `MOBILE_SERVICE`, `UBER`, and `PICKUP_DELIVERY`.

{
  "agentSlug": "sms-declined-services",
  "toNumber": "+15555550199",
  "fromNumber": "+15555550123",
  "welcomeMessage": "Hi Ada, this is PAM Motors following up on your recommended services.",
  "dynamicVariables": {
    "contact_first_name": "Ada",
    "contact_last_name": "Lovelace",
    "dealership_name": "PAM Motors",
    "declined_services": "Brake fluid exchange recommended at your last visit.",
    "service_ids": "BRAKE_FLUID",
    "vin": "1HGBH41JXMN109186",
    "vehicle_year": "2021",
    "vehicle_make": "Honda",
    "vehicle_model": "Accord"
  }
}

Scheduling and booking fields

Managed agents can discuss the outreach reason with the required variables above. If the agent should search availability or book an appointment, include the scheduling fields as well.

Field	Required for	Description
`service_ids`	Availability search and booking	Service or opcode identifier used by scheduling tools.
`toNumber`	Booking	Customer phone number from the create request.
`contact_email`	Booking, when available	Customer email used when creating the appointment.
`service_names`	Conversation context	Human-readable service name.
`vehicle_mileage`	Booking, when available	Current vehicle mileage.
`transport_type`	Conversation context	Expected service logistics, such as waiter, dropoff, shuttle, loaner, valet, mobile service, rideshare, or pickup and delivery.

Phone Numbers

Provide fromNumber on every call or SMS conversation that uses a PAM-managed agent.

{
  "agentSlug": "sms-recall",
  "toNumber": "+15555550199",
  "fromNumber": "+15555550123"
}

For custom agents with a configured phone number, PAM uses the number configured on the agent. If you send fromNumber with that type of agent, it is ignored.

Opening SMS Copy

PAM-managed SMS agents also require welcomeMessage. This is the exact first SMS body sent to the customer.

{
  "agentSlug": "sms-recall",
  "toNumber": "+15555550199",
  "fromNumber": "+15555550123",
  "welcomeMessage": "Hi Ada, this is PAM Motors following up on your service recall."
}

Generate or select the opening message in your application, then pass the resolved copy when creating the SMS conversation.

Webhook Routing

Webhook delivery is scoped to the organization associated with your API key. When a conversation event fires, PAM routes it using the conversation’s organization, the pinned agent version, and the event type.

​Agent Selection

​Available Agents

​Dynamic variables

​Recall agents

​Retention agents

​Declined-services agents

​Scheduling and booking fields

​Phone Numbers

​Opening SMS Copy

​Webhook Routing