Post-call automation
Run automation logic after a call ends to update systems, or trigger workflows.
Post-call automations are tasks that run automatically after a call ends. They handle follow-ups such as sending emails or SMS messages, creating CRM tickets, updating customer records, or triggering downstream workflows through API calls.
Configuring automations
You can configure which automations to run from a call task’s page. The automations will run in the order they are listed, so the sequence matters.
With custom fields, you can pass results from one automation to the next by setting the custom field in one automation and then referencing it in the next.
Publishing results
Post-call automations can publish their results by:
- Posting a message to a Slack channel
- Calling an external API
Calling an API is especially powerful—it allows you to extract structured data from a call or trigger workflows in your internal systems. When calling an API, the automation smartly structures it response into the input schema of the API.
Custom fields
Custom fields let you add metadata to conversations. These fields are accessible through the API, CSV exports, and the conversation page.
Post-call tasks can use the @Set custom field action to set custom fields on conversations.
You can then use these fields in subsequent post-call tasks or for later analysis.