Post-Call Email Automation

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What You’ll Learn

• Setting up post-call email automation with conditional triggers
• Configuring email templates with dynamic content from calls
• Mapping call data and variables to email content
• Creating different email flows based on call success
• Best practices for professional follow-up communication

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Prerequisites

• Configured AI assistant with post-call variables and email collection
• Email service integration (Gmail)
• Understanding of post-call webhook automation
• Access to call testing functionality

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Step 1: Create Post-Call Email Automation

1. Navigate to Automation Platform
2. Create a new flow from scratch
3. Search for your calling platform in triggers
4. Select “Phone Call Ended” trigger
   • This captures data from all completed calls to your selected assistant

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Step 2: Configure Assistant and Webhook Integration

1. Select your target assistant
   • Each assistant supports only one post-call automation
   • All calls to this assistant will trigger this email flow
2. Click “Test Trigger” to set up the webhook
   • This automatically generates and saves a webhook URL
   • The webhook is stored in your assistant’s post-call settings

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Step 3: Verify Assistant Configuration

1. Open your assistant in a new tab
2. Navigate to “Post-call Actions” (third tab)
3. Confirm webhook URL was automatically configured

4. Review trigger settings:
   • Enabled: Automation triggers after calls
   • Completed calls only: Recommended for email follow-ups
   • All calls: Select “No” to include failed calls

5. Verify post-call variables:
   • status: Boolean indicating call success
   • email: Customer email (ensure this is collected during calls)

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Step 4: Ensure Email Collection

1. Check your assistant’s call variables:
   • Ensure email variable is defined
   • Set default test email for testing purposes. Use your real email address for testing.
   • Consider making email collection part of your call script

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Step 5: Generate Test Call with Email Data

1. Make a test call to generate webhook data:
   • Click “Speak to Assistant” → “Phone Call”
   • Answer when your assistant calls you
   • Respond positively to ensure the status variable becomes true
   • Complete the call objective during the conversation
   • End the call naturally

2. Verify call results and variable extraction:
   • Navigate to your calls list and find the recent call
   • Click on the call to view details
   • Confirm the status variable is true (call objective achieved)
   • These variables are extracted after each call based on:
     • Call transcript
     • Variable descriptions
     • Variable types (Boolean for status)
     • System prompt context

1. Return to your automation tab
2. Verify you received call data from the test trigger
   • You should see the webhook data because you clicked “Test Trigger” and then made a call
   • The automation received the request after the call ended and variables were extracted
3. Alternative method - resend webhook data from existing calls:

• If you need to test with different call data, you can reuse any existing call
• Click “Test Trigger” again in your automation
• Go to any completed call in your platform
• Click “Resend Webhook” to push that call’s data to your automation
• Return to automation tab to see the updated data

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Adding New Post-Call Variables

1. Define the new variable in your assistant:
   • Go to assistant settings → “Post-call Actions” tab
   • Add your new post-call variable (name, type, description)
   • Save the assistant
2. Update automation with new variable data:
   • Return to your automation
   • Click “Test Trigger” to prepare for new webhook data
3. Re-evaluate an existing call:

• Go to any completed call for this assistant
• Click “Re-evaluate” to extract the new variable from that call
• Wait for processing to complete

4. Send updated data to automation:
   • Click “Resend Webhook” on the same call
   • Return to automation tab
   • Verify the new variable is now available in your automation data

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Step 6: Configure Conditional Email Logic

1. Click the ”+” sign to add a step
2. Search for “Branch” in control flow
3. Select Branch to create conditional logic

4. Configure the branch condition:
   • Select status variable from call data
   • Choose “Boolean is true”
   • This creates two paths: True (qualified) and False (not qualified)

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Step 7: Set Up Email Service Integration

1. On the True branch, click ”+”
2. Search for your email service (Gmail, Outlook, SMTP, etc.)
3. Select “Send Email” action

4. Create email service connection:
   • Authorize with your email provider
   • Configure SMTP settings if using custom email
   • Save the connection for future use

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Step 8: Configure Email Content and Recipients

1. Configure recipient:
   • Click on “To” email field
   • Select customer email from call variables
   • Ensure the email address is properly mapped
2. Set email subject:
   • Use dynamic content: “Thank you for your time, {customer_name}!”
   • Include company name or call reference
   • Keep subject professional and relevant

1. Compose email body with dynamic content:
   • Click on the “Body” field to start writing your email
   • Type your email content with placeholders for variables
   • Example email template:

Hi {customer_name},

Thank you for taking the time to speak with us today. Here's a transcript of our conversation:

{formatted_transcript}

Next Steps:
- We'll follow up as discussed
- Feel free to reach out with any questions
- [Include specific next steps based on your business]

Best regards,
[Your Name/Company]
[Contact Information]

2. Add dynamic variables to your email:
   • To replace {customer_name}:
     • Click where you want the variable in your email text
     • A popup will appear with available variables
     • Search for and select “customer_name” from call variables
     • Click “Insert” to add the variable
   • To replace {formatted_transcript}:
     • Click where you want the transcript in your email text
     • Navigate to “Post Call Variables” in the popup
     • Select the “formatted_transcript” variable
     • Click “Insert” to add the variable

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Step 10: Advanced Email Templates

1. Select “HTML” as body type in your email action
2. In the body field, add HTML code for enhanced formatting
3. Use dynamic variables the same way as in plain text emails

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Step 11: Test Email Automation

1. Click “Test Step” to send test email
2. Verify successful delivery in test results
3. Check your email inbox:
   • Verify email was received
   • Check that dynamic content populated correctly
   • Review formatting and professionalism

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Step 12: Publish and Monitor

1. Click “Publish” to activate your email automation
2. Monitor automation runs for successful email delivery

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Best Practices

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Email Content

• Professional tone appropriate for your industry
• Clear subject lines that indicate purpose
• Personalized content using call data effectively
• Clear call-to-action for next steps

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Troubleshooting

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Common Issues

• Verify email service connection and authorization
• Check that customer email addresses are valid
• Confirm email action is on correct conditional branch
• Verify automation is published and active

• Check variable mapping in email template
• Verify post-call variables are being extracted correctly
• Ensure call variables contain email data
• Test with various call scenarios