canonical: https://jentic.com/apis/googleapis.com/contactcenteraiplatform

# Google Contact Center AI Platform API

Google Contact Center AI Platform (CCAI Platform) API lets administrators provision and manage tenant-level contact centre instances on Google Cloud. It exposes a small surface for creating contactCenter resources, listing them per project and location, querying validation state, and tracking long-running provisioning operations. CCAI Platform itself bundles cloud telephony, agent desktop, IVR, routing, and reporting; this API handles the platform-level lifecycle. It is currently published as v1alpha1.

## For AI agents

Create, list, and tear down Google Contact Center AI Platform tenants so an agent can stand up a fully managed cloud contact centre and confirm its provisioning state.

## Scope

Does not configure IVR flows, route calls, or analyse conversations - use only to create and manage CCAI Platform tenant resources.

## Capabilities

- Provision a new CCAI Platform tenant under a project and location
- List active contactCenter instances and their lifecycle state
- Retrieve the configuration and admin URL of a specific contactCenter
- Track long-running provisioning operations and cancel ones that have stalled
- Delete a contactCenter and release its associated telephony resources
- Query supported regions for contactCenter creation

## Use cases

### Multi-Tenant Contact Center Provisioning

A BPO or SaaS reseller stands up an isolated CCAI Platform tenant per end customer. The Contact Center AI Platform API creates the contactCenter resource, returns the long-running operation, and surfaces the admin URL once provisioning completes. Each tenant gets its own telephony numbers, agent desktop, and reporting separate from siblings.

Example prompt: Create a contactCenter named 'acme-support' in europe-west1, poll the returned operation until done, and return the admin console URL.

### Contact Center Decommissioning

When a customer churns, automation deletes the CCAI Platform tenant and confirms that telephony and storage have been released. The API exposes contactCenter delete plus operation polling so a script can guarantee clean teardown before billing stops. This avoids manual console work that often misses orphaned resources.

Example prompt: Delete the contactCenter 'former-customer-x' and confirm the long-running delete operation reaches a done state.

### Provisioning Health Monitoring

An ops dashboard polls the CCAI Platform API to display the provisioning state of every tenant, surface failed operations, and alert when a contactCenter has been stuck creating for more than 30 minutes. The contactCenters list and operations endpoints provide everything needed without scraping the Cloud Console.

Example prompt: List all contactCenters in project 'support-cluster', then for each fetch its latest operation and flag any whose state is not DONE after 30 minutes.

### Agent-Driven Tenant Onboarding

An onboarding agent receives a new customer signup, asks Jentic for the create-contactcenter operation, supplies the customer's preferred region and admin email, and waits on the operation. The agent then hands the admin URL back to the human onboarder. Jentic isolates the Google service-account credentials so the agent never sees them.

Example prompt: Provision a contactCenter for tenant 'newco-2026' in us-east4, attach the admin user newco-admin@example.com, and return the admin URL once the operation completes.

## Key endpoints

| Method | Path | Description |
| --- | --- | --- |
| POST | /v1alpha1/{+parent}/contactCenters | Create a new contactCenter tenant |
| GET | /v1alpha1/{+parent}/contactCenters | List contactCenters in a project and location |
| GET | /v1alpha1/{+name} | Get a specific contactCenter or location resource |
| GET | /v1alpha1/{+name}/operations | List long-running operations |
| POST | /v1alpha1/{+name}:cancel | Cancel a long-running operation |

## Key resources

- **ContactCenters** — Tenant-level CCAI Platform instances with telephony, agent desktop, and routing
- **Operations** — Long-running operations for contactCenter create, update, and delete
- **Locations** — Regions that support CCAI Platform deployment

## Why Jentic

- **Setup:** Wiring the Contact Center AI Platform API by hand means setting up Google OAuth 2.0, minting short-lived tokens against the cloud-platform scope, and addressing each tenant resource by name against contactcenteraiplatform.googleapis.com yourself. Through Jentic you install once, import the Contact Center AI Platform API from the API Directory, store the OAuth credential once, and your agent calls it.
- **Permission scoping:** Contact Center AI Platform puts the parent and contact center resource names in the URL path (/v1alpha1/{+parent}/contactCenters, /v1alpha1/{+name}), so a rule can pin your agent to one parent: it can create and list contact centers there and nothing else. You choose the operations it may call, so the operation-cancel call is not included unless you add it.
- **Credential handling:** Your Contact Center AI Platform OAuth credential is stored once, encrypted, by your own Jentic One instance and injected at execution time. It never enters the agent's prompt, logs, or context.
- **Discovery method:** Agents search Jentic by intent such as 'create a Google contact center' or 'list contact center tenants', and Jentic returns the matching Contact Center AI Platform operation with its input schema so the agent calls the right endpoint without browsing the reference docs.

## Related APIs

- **Contact Center AI Insights API** — Analyse the calls a CCAI Platform tenant produces for sentiment and topics
- **Dialogflow API** — Power the IVR and virtual agent inside a CCAI Platform tenant
- **Amazon Connect API** — Managed cloud contact centre on AWS as an alternative to CCAI Platform

## FAQ

### What authentication does the Contact Center AI Platform API use?

The CCAI Platform API uses Google OAuth 2.0 with the cloud-platform scope. Through Jentic the service account credentials are kept in your Jentic One instance and the agent receives scoped access tokens per call rather than the raw key.

### Can I create a contactCenter tenant in any region with the CCAI Platform API?

No. The contactCenters create endpoint accepts only the regions where CCAI Platform is generally available; call the locations list under the parent project first to see which regions are valid before attempting creation.

### What are the rate limits for the CCAI Platform API?

The CCAI Platform API inherits standard Google Cloud per-project request quotas, with stricter limits on contactCenter create and delete because each triggers a long-running provisioning workflow. Check the Cloud Console Quotas page for your project's specific limits.

### How do I provision a new contactCenter through Jentic?

Run pip install jentic, search Jentic for 'create ccai platform contact center', load the schema for the contactCenters.create operation on contactcenteraiplatform.googleapis.com, and execute it with the parent location and admin user payload.

### Does the CCAI Platform API let me edit IVR flows or agent skills?

No. This API only handles tenant lifecycle. IVR flow design, agent skill assignment, and call routing are configured inside the CCAI Platform admin console at the URL returned after provisioning.

### Can I limit what my agent is allowed to do with the Contact Center AI Platform API?

Yes. Because the API puts the parent and contact center resource names in the URL path (/v1alpha1/{+parent}/contactCenters and /v1alpha1/{+name}), your self-hosted Jentic One instance lets you write a rule that pins the agent to a single parent project and location, so it can create and list contact centers there and nothing else. You also choose exactly which operations the agent may call, so the operation-cancel and delete calls are excluded unless you explicitly add them. Your own rules and stored OAuth credential decide which operations run, and the agent only ever exercises the surface you have granted.