Post-Call Automation

How Post-Call Automation Works

Post-call automation runs automatically after conversations. Use notifications to alert your team, create follow-up tasks, or send emails based on what happened in the call. Access: In your agent editor → Notifications tab → Post-Call Notifications

What You Can Do

Capability	How
Send emails when something happens	Set a trigger condition (AI evaluates against the transcript)
Route to different people based on call content	Use dynamic recipients — AI decides who gets the email
Include call data in emails	Use system variables like `{{conversation_summary}}` and `{{customer_name}}`
Extract custom data from calls	Use `{{dyn_*}}` variables — AI pulls specific info from the transcript
Notify your team in-app	Enable Team Alert for all team members or specific teammates
Create follow-up tasks	Enable “Create Task” to auto-generate a task linked to the conversation
Always send after every call	Toggle “Always send” to skip condition checking

How To Think About Notifications

Each notification answers three questions:

When should it fire?
Who should receive it?
What should happen next: email and/or team alert, with optional task creation?

Setup

Open Post-Call Notifications

In your agent editor → Notifications tab → Post-Call Notifications → Add

Choose starting point (optional)

Templates provide pre-configured triggers and content for common use cases:

Callback Requested - Customer asks for follow-up
Appointment Booked - Meeting/consultation scheduled
Customer Complaint - Escalates dissatisfaction
Unanswered Question - Agent couldn’t answer
Technical Issue - Routes bugs/errors to tech teams
Billing Inquiry - Payment/invoice questions
Escalation Needed - Requires management attention
Order Placed - Purchase confirmation
Demo Request - Product demonstration interest
Positive Feedback - Share compliments with team

Templates are fully customizable starting points. You can also start from scratch.

Configure notification name

Name: Internal identifier (e.g., “Callback Request Alert”)

Set trigger condition

Describe when to send (AI analyzes this against call transcript):

Example: "Did the customer request a callback, ask to be
contacted later, or want someone to follow up with them?"

Be specific. The more detailed your trigger description, the more accurate the AI matching.

Or: Toggle “Always send after every call” to bypass condition checking

Configure recipients

Fixed Recipients: Enter specific email addresses (supports multiple)

Example: support@company.com, manager@company.com

Dynamic Recipients (AI-powered): AI routes to different recipients based on call content

Example: Route complaints by severity
- If legal threat → legal@company.com
- If angry/canceling → retention@company.com
- If product issue → quality@company.com
- Otherwise → support@company.com

Example: Route technical issues by type
- If website issue → dev@company.com
- If billing system → billing-tech@company.com
- Otherwise → tech-support@company.com

Example: Route orders by value
- If order over $1000 → sales-manager@company.com
- Otherwise → orders@company.com

Design email template

Subject: Callback requestedBody: Use rich text editor with variables (see Template Variables below)

System variables: Click variable picker to insert (e.g., {{customer_name}}, {{conversation_summary}})
Dynamic variables: Type {{dyn_ + descriptive name (e.g., {{dyn_appointment_date}})

Choose non-email actions (optional)

Enable Team Alert to create in-app notifications and push alerts for all team members or selected teammates.Enable Create Task to create a follow-up task when the notification fires.

Save and enable

Save notification → Toggle Enabled switch

Create Task

Each notification can also create a task automatically when it fires. Enable Create Task in the notification form to generate a task linked to the conversation.

Setting	Description
Create Task	Toggle on to create a task when this notification fires
Task Priority	Set the priority for created tasks: Low, Medium, High, or Urgent

Created tasks include the agent name and a link to the originating conversation for full context. Manage created tasks from the Tasks page.

Combine email and task creation in a single notification. For example, send a callback request email to the support team and simultaneously create a high-priority task to track follow-up.

Common Business Patterns

Situation	Good automation pattern
Callback requested	Create a task and email the support queue
Complaint or escalation	Email the responsible team and create a high-priority task
Appointment booked	Send confirmation email only
Agent could not answer	Notify support or sales and include transcript summary

Template Variables

System Variables

Use the variable picker in the editor to insert these.

Availability: Some variables only populate under certain conditions:

Phone numbers (customer_number, to_number) - Phone calls only
Customer data (customer_name, customer_email) - Only if the conversation is linked to a contact
Conversation transcript - Only if transcription is enabled

Conversation Details:

{{conversation_date}} - Full date/time in 24-hour format
{{conversation_time}} - Time in 12-hour format
{{conversation_duration}} - Duration in MM:SS format
{{conversation_status}} - Status (Completed, Failed, etc.)
{{conversation_direction}} - Inbound/Outbound
{{conversation_summary}} - AI-generated summary
{{conversation_transcript}} - Full transcript with fallback text
{{conversation_url}} - Link to view conversation
{{conversation_uuid}} - Unique identifier

Agent & Account:

{{agent_name}} - Name of AI agent
{{account_name}} - Your account name

Customer Information (only if the conversation is linked to a contact):

{{customer_number}} - Customer phone number (phone calls only)
{{customer_name}} - Customer name
{{customer_email}} - Customer email
{{to_number}} - Called phone number (phone calls only)

Dynamic Variables

How they work: Type {{dyn_ followed by a descriptive name. AI analyzes the call transcript and extracts the information. Examples:

{{dyn_appointment_date}} → AI finds the date mentioned in call
{{dyn_appointment_time}} → AI finds the time mentioned
{{dyn_issue_summary}} → AI summarizes the problem discussed
{{dyn_ticket_number}} → AI locates any ticket reference
{{dyn_next_steps}} → AI identifies agreed action items
{{dyn_shipping_address}} → AI extracts mentioned address
{{dyn_order_number}} → AI finds order reference

The variable name guides the AI. More specific names = better extraction accuracy.✅ {{dyn_rescheduled_appointment_date}} ❌ {{dyn_date}}

Examples

Appointment Confirmation

Trigger:

Did the caller schedule, book, or confirm an appointment or meeting?

Recipients: Fixed - team@company.comSubject: Appointment confirmed - {{dyn_appointment_date}}Body:

Hi {{customer_name}},

Your appointment is confirmed:

📅 {{dyn_appointment_date}} at {{dyn_appointment_time}}
📍 {{dyn_location}}
🔗 {{dyn_meeting_link}}

Need to reschedule? Call {{agent_name}}

Best,
{{agent_name}}

Variables used:

System: {{customer_name}}, {{agent_name}}
Dynamic: {{dyn_appointment_date}}, {{dyn_appointment_time}}, {{dyn_location}}, {{dyn_meeting_link}}

Callback Request

Trigger:

Did the customer request a callback, follow-up call, or ask to be contacted later?

Recipients: Fixed - support@company.comSubject: Callback requestedBody:

Customer requested callback:

Phone: {{customer_number}}
Date: {{conversation_date}}
Reason: {{conversation_summary}}

View call: {{conversation_url}}

Variables used:

System: {{customer_number}}, {{conversation_date}}, {{conversation_summary}}, {{conversation_url}}

Smart Routing by Severity

Trigger:

Did the customer express dissatisfaction, file a complaint, or report a problem?

Recipients: Dynamic

Route by severity:
- If legal threat → legal@company.com
- If angry/canceling → retention@company.com
- If product issue → quality@company.com
- Otherwise → support@company.com

Subject: Customer issue - {{dyn_severity}}Body:

Issue reported:

Customer: {{customer_number}}
Severity: {{dyn_severity}}
Issue: {{dyn_issue_summary}}

View full call: {{conversation_url}}

Variables used:

System: {{customer_number}}, {{conversation_url}}
Dynamic: {{dyn_severity}}, {{dyn_issue_summary}}

Tips

Write Specific Triggers

❌ Bad: “Customer unhappy”✅ Good: “Did the customer express dissatisfaction, frustration, mention being unhappy, or threaten to cancel/leave negative review?”

Test with Real Calls

Enable the notification and test with real or test calls to verify triggering and content.

Keep Emails Short

3-5 paragraphs max
One clear purpose
Single call-to-action
Bullet points for multiple items

Troubleshooting

Email not sending

Possible causes:

Notification is disabled
Trigger condition doesn’t match call content
Fixed recipient list is empty or invalid
Dynamic recipient rules did not produce a valid email address

Solutions:

Verify notification is enabled (toggle On)
Review trigger description and test with matching calls
Add fixed recipients or make dynamic recipient rules include a clear fallback address

Variables not populating

Possible causes:

Typo in variable name
Dynamic variable name too vague
Data not available (e.g., customer not in system)

Solutions:

Use exact variable names from variable picker
Make dynamic variable names more specific and descriptive
Test with real calls to verify extraction
Check availability conditions for system variables

Wrong routing

Possible causes:

Routing rules description unclear
AI misinterpreting call content

Solutions:

Review and clarify routing rules description
Make criteria more explicit with specific keywords
Test with sample calls and adjust rules
Add “Otherwise” fallback route

Next Steps

Tasks

Manage tasks created by notifications

Conversation Goals

Measure the outcomes your notifications react to

Conversations

Inspect calls and notification results

Dynamic Context

Pass data for template variables

Get Started

Build

Test

Deploy

Manage

Examples

Troubleshooting

Reference

Account Admin

Developers & Integrations

Billing & Usage

Partner Network

Legal

Post-Call Automation

How Post-Call Automation Works

What You Can Do

How To Think About Notifications

Setup

Create Task

Common Business Patterns

Template Variables

System Variables

Dynamic Variables

Examples

Tips

Troubleshooting

Next Steps

Tasks

Conversation Goals

Conversations

Dynamic Context

​How Post-Call Automation Works

​What You Can Do

​How To Think About Notifications

​Setup

​Create Task

​Common Business Patterns

​Template Variables

​System Variables

​Dynamic Variables

​Examples

​Tips

​Troubleshooting

​Next Steps

Tasks

Conversation Goals

Conversations

Dynamic Context

How Post-Call Automation Works

What You Can Do

How To Think About Notifications

Setup

Create Task

Common Business Patterns

Template Variables

System Variables

Dynamic Variables

Examples

Tips

Troubleshooting

Next Steps