A Service User is a non-agent CCaaS user account created exclusively for API integrations. Unlike standard user accounts, Service Users are not associated with a person or an agent extension — they exist to issue and manage authentication tokens for external systems and applications.

Every API request made to CCaaS must include a bearer token issued by a Service User. This token is passed as an authorization header and grants the requesting system access to the API capabilities the Service User has been configured to use.

Accessing API Service Users

1. Log into Xima CCaaS with an account that has Admin permissions
2. Navigate to API Enablement > API Service Users
3. All configured Service Users are listed in the management panel

Creating a Service User

1. Click the + icon to add a new Service User
2. Enter a name for the Service User — use a descriptive name that identifies the integration or application it will serve (e.g., Recording Export, Salesforce Integration)
3. Click Save
4. Click the edit icon on the newly created Service User to view the authentication details

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Name cannot be changed after creation

The Service User name cannot be edited after it is saved. If a name change is needed, create a new Service User with the correct name and delete the old one once the transition is complete.

Authentication Token

After creating a Service User, the authentication token is visible in the edit view. This token must be included in every API request made on behalf of this Service User.

Using the Bearer Token

Include the following header on every API request:

Authorization: Bearer <authentication_key>

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Token refresh invalidates existing integrations

Refreshing a Service User's token immediately revokes the previous token. All API integrations or third-party systems using the old token will fail to authenticate until updated with the new token.

Use Cases

Service Users are required for all CCaaS API integrations. Common use cases include:

• Authenticating requests to historical call data to export call records into third-party reporting or billing systems
• Authenticating requests to recordings to collect call recordings programmatically
• Authenticating requests to retrieve list of agents or skills for use in external systems
• Providing authentication for Screen Pop Profile integrations using the Partner CRM Integration method