Post-call actions are automated tasks executed after a voice conversation ends, such as sending confirmation messages, updating CRM records, creating follow-up tasks, or triggering workflow processes. They complete the customer journey beyond the call itself.
What types of post-call actions exist?
Common post-call actions include SMS or email confirmations, CRM record updates with call summaries, calendar event creation, task assignment for follow-up, webhook notifications to external systems, and triggering multi-step workflows based on call outcomes.
Why do post-call actions matter?
The call is often just one step in a larger process. Post-call actions ensure nothing falls through the cracks. They create records for future reference, keep customers informed, and connect call outcomes to broader business workflows. Without them, manual follow-up creates delays and errors.
Post-call actions in practice
After an appointment booking call, the AI triggers several post-call actions: sending an SMS confirmation with date, time, and address; adding a calendar event to the customer’s record; updating the CRM with call summary and booking details; and notifying the relevant staff member about the new appointment. All happen automatically within seconds of call completion.
For configuration, see the actions documentation.