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 Load Data

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 “Load Data” to set up the webhook and load sample call data
   • This automatically configures the webhook on your assistant
   • Sample data from your recent calls will be loaded for use in the next steps

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Step 3: Verify Assistant Variables

1. Check post-call variables in your assistant’s “Post-call Actions” tab:
   • status: Boolean indicating call success
   • email: Customer email address
   • Add any other variables you want to use in your email

2. Check input variables in your assistant’s “Prompt & Tools” tab:
   • Ensure email variable is defined so the assistant collects it during calls

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Adding New Post-Call Variables

1. Define the new variable in your assistant’s “Post-call Actions” tab and save
2. Return to your automation and click “Load Data” again to refresh the available fields
3. Re-evaluate an existing call if needed to extract the new variable from past calls

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Step 4: 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 5: 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 6: 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 7: 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 8: 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 9: 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