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GuidesAPI Reference
GuidesAPI Reference
  • Get started
    • Introduction
    • Quickstart
    • Authentication
  • Core concepts
    • Callout lifecycle
    • Customers & customer sources
    • Subscriptions & coverage
  • Integration guides
    • Personal Safety
    • Fixed Locations
    • Device & payment gateway
    • Webhooks
    • Go-live
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On this page
  • Raise a callout
  • Keep the location current
  • Track progress
  • Cancel a callout
  • After resolution
  • Collect a rating
Core concepts

Callout lifecycle

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Customers & customer sources

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A callout is AURA’s emergency-response request. When you raise one, AURA’s control room dispatches a responder and tracks the incident through to resolution. This guide describes the stages a callout moves through; each links to the API Reference for the exact request and response.

Raise a callout

Create a callout for a customer with a response type and a location. A callout takes either live coordinates (latitude/longitude) or a predefinedLocationId for a fixed site — not both. Live callouts require the customer to have an active subscription.

For site-based emergencies, raise it against a fixed location instead (see Fixed Locations).

Reference: Raise a customer callout.

Keep the location current

As the situation moves, submit updated coordinates. You can submit a location on its own, or submit one and read back the latest callout state in a single call — the latter is designed for polling while a callout is active.

Reference: Stream a location update, Stream location and return callout.

Track progress

Follow a callout in one of two ways:

  • Poll — call Stream location and return callout (or Get a callout) to read the current state on an interval.
  • Subscribe to webhooks to receive lifecycle events as they happen — see the Webhooks guide. Webhooks avoid polling and are preferred for server-to-server integrations.

In-callout events (comments, status notes) are exchanged through the callout’s event stream.

Reference: Get a callout, Read callout events, Send a callout event.

Cancel a callout

Cancel a callout when it is no longer needed. There are two modes:

  • Customer cancellation — supply a safeCode (the last four digits of the customer’s registered mobile number) to confirm the cancellation came from the customer.
  • Integration cancellation — cancel without a safe code from a trusted backend, optionally with exception reasons for the dispatch record.

Reference: Cancel a callout.

After resolution

Once a callout is closed, retrieve its artifacts — a resolution report (response and resolution times, outcome) and a map of the response. These are only available after the callout has closed.

Reference: Generate a resolution report, Get a callout map.

Collect a rating

Capture customer feedback on the response to close the loop.

Reference: Submit a callout rating.