> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Post-Call Automation

> Automate follow-up emails and task creation triggered by conversation outcomes

export const Screenshot = ({lightSrc, darkSrc, alt, caption, maxWidth = "880px"}) => {
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    margin: "1rem auto",
    maxWidth,
    width: "100%"
  }}>
      <Frame>
        <img className="block dark:hidden" src={lightSrc} alt={alt} />
        <img className="hidden dark:block" src={darkSrc} alt={alt} />
      </Frame>
      {caption ? <p style={{
    marginTop: "0.5rem",
    fontSize: "0.875rem",
    color: "inherit",
    opacity: 0.8
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          {caption}
        </p> : null}
    </div>;
};

## 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                              |

<Screenshot lightSrc="/images/postcalls__postcall-light.png" darkSrc="/images/postcalls__postcall-dark.png" alt="Post-call notifications list showing configured notification rules with enabled toggles" />

## How To Think About Notifications

Each notification answers three questions:

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

***

## Setup

<Steps>
  <Step title="Open Post-Call Notifications">
    In your agent editor → **Notifications** tab → **Post-Call Notifications** → **Add**

    <Screenshot lightSrc="/images/postcalls__postcall-add-light.png" darkSrc="/images/postcalls__postcall-add-dark.png" alt="Select template modal opened from the Post-Call Notifications Add button" caption="Use Add to create a notification rule from scratch or from a template." />
  </Step>

  <Step title="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

    <Info>
      Templates are fully customizable starting points. You can also start from scratch.
    </Info>
  </Step>

  <Step title="Configure notification name">
    **Name:** Internal identifier (e.g., "Callback Request Alert")
  </Step>

  <Step title="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?"
    ```

    <Tip>
      Be specific. The more detailed your trigger description, the more accurate the AI matching.
    </Tip>

    **Or:** Toggle "Always send after every call" to bypass condition checking
  </Step>

  <Step title="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
    ```
  </Step>

  <Step title="Design email template">
    **Subject:** `Callback requested`

    **Body:** Use rich text editor with variables (see [Template Variables](#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}}`)
  </Step>

  <Step title="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.
  </Step>

  <Step title="Save and enable">
    Save notification → Toggle **Enabled** switch
  </Step>
</Steps>

***

## Create Task

Each notification can also create a [task](/manage/tasks/overview) 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](/manage/tasks/overview) page.

<Tip>
  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.
</Tip>

## 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.

<Info>
  **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
</Info>

**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
```

<Tip>
  The variable name guides the AI. More specific names = better extraction accuracy.

  ✅ `{{dyn_rescheduled_appointment_date}}`
  ❌ `{{dyn_date}}`
</Tip>

***

## Examples

<AccordionGroup>
  <Accordion title="Appointment Confirmation" icon="calendar-check">
    **Trigger:**

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

    **Recipients:** Fixed - `team@company.com`

    **Subject:** `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}}`
  </Accordion>

  <Accordion title="Callback Request" icon="phone">
    **Trigger:**

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

    **Recipients:** Fixed - `support@company.com`

    **Subject:** `Callback requested`

    **Body:**

    ```
    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}}`
  </Accordion>

  <Accordion title="Smart Routing by Severity" icon="route">
    **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}}`
  </Accordion>
</AccordionGroup>

***

## Tips

<AccordionGroup>
  <Accordion title="Write Specific Triggers" icon="bullseye">
    ❌ Bad: "Customer unhappy"

    ✅ Good: "Did the customer express dissatisfaction, frustration, mention being unhappy, or threaten to cancel/leave negative review?"
  </Accordion>

  <Accordion title="Test with Real Calls" icon="vial">
    Enable the notification and test with real or test calls to verify triggering and content.
  </Accordion>

  <Accordion title="Keep Emails Short" icon="align-left">
    * 3-5 paragraphs max
    * One clear purpose
    * Single call-to-action
    * Bullet points for multiple items
  </Accordion>
</AccordionGroup>

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Email not sending" icon="envelope-open-text">
    **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
  </Accordion>

  <Accordion title="Variables not populating" icon="brackets-curly">
    **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](#template-variables) for system variables
  </Accordion>

  <Accordion title="Wrong routing" icon="route">
    **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
  </Accordion>
</AccordionGroup>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Tasks" icon="list-check" href="/manage/tasks/overview">
    Manage tasks created by notifications
  </Card>

  <Card title="Conversation Goals" icon="bullseye" href="/build/analytics/conversation-goals">
    Measure the outcomes your notifications react to
  </Card>

  <Card title="Conversations" icon="messages" href="/manage/conversations/overview">
    Inspect calls and notification results
  </Card>

  <Card title="Dynamic Context" icon="brackets-curly" href="/build/advanced/dynamic-context">
    Pass data for template variables
  </Card>
</CardGroup>