Post-Call Actions
Automatically send email and SMS notifications before, during, or after a conversation. Actions are configured per agent, giving you control over timing, recipients, content, and channel.
Email Actions
Email actions let you send rich HTML summaries to one or more recipients the moment a call concludes. Use them to keep your team informed, send confirmations to customers, or push structured data into mailbox-based workflows. You can create multiple email summaries per agent, each with its own recipients, template, and sending rules, so different teams can receive different information from the same call.
Creating Email Summaries
Open the agent editor and navigate to the Post-Call tab in the left sidebar. Under the Email section, click Add Summary to create an email summary. Each summary can be enabled or disabled individually using its toggle, and given a name (e.g. "Sales team recap") so it's easy to tell them apart.
Call Type Triggers
Each email summary (and the SMS action) has a Call types setting that controls which calls trigger it. Choose any combination of Web calls, Inbound, and Outbound. For example, you can send notifications only for inbound phone calls and skip web test calls entirely.
Notification Timing
Use When to send to choose Before (when the call starts), During (once after the caller's first response), or After (once the completed call summary and transcript are available). Summary and AI-extracted variables are available only after the conversation.
Require a Caller Response
After-call emails can require a caller response. This suppresses the email when the caller hangs up after the initial greeting without responding.
Recipients
Specify who should receive the email using the To, CC, and BCC fields. Use Caller email for an after-call notification when the address was captured during the conversation, add custom addresses, or use {{variable}} placeholders to resolve addresses dynamically.
Subject Line
The subject line supports variable insertion with the {{variable}} syntax. This lets you include dynamic data such as the caller's name, call outcome, or any custom variable you have defined. For example: Call Summary: {{call_outcome}}.
Email Body
The email body is an HTML editor that supports full variable insertion. You can design rich, branded emails with headings, tables, lists, and inline styles. Variables are replaced with their resolved values before the email is sent, so you can embed call summaries, action items, or any extracted data directly into the message.
SMS Actions
SMS actions deliver short text notifications immediately after a call ends. They are ideal for quick alerts, appointment confirmations, or follow-up links.
Enabling SMS Notifications
In the agent editor, go to the Post-Call tab and locate the SMS section. Toggle the switch to enable SMS notifications. The configuration fields will appear once SMS is enabled.
From Number
Select a Twilio phone number from your imported numbers to use as the sender. Only numbers with verified SMS capability are shown in the dropdown; the platform checks this automatically when you import your Twilio numbers.
Sender Name
Optionally enter a Twilio alphanumeric sender name of up to 11 ASCII letters, numbers, or spaces, including at least one letter. Alphanumeric senders are one-way and may require registration depending on the destination country. Leave it blank to send from the selected phone number.
Recipients
Choose Caller to use the inbound caller or outbound callee automatically, enter one or more custom phone numbers in E.164 format, or use {{variable}} placeholders that resolve to phone numbers at runtime. For example, {{customer_phone}} targets the caller for either call direction.
Message Body
Write your SMS message in the text area. Variables are fully supported. A character count tracker is displayed below the field, showing the current length and how many 160-character segments the message will consume. Standard SMS messages are split into segments of 160 characters each, so keeping your message concise is recommended.
Variables
Variables let you inject dynamic call data into your email and SMS templates. Cloudax Connect provides a set of built-in variables and lets you define your own custom ones.
Built-in Variables
The following variables are available for every call and are populated automatically by the platform:
| Variable | Description | Example Value |
|---|---|---|
{{resolution_status}} | Whether the call was resolved successfully | Resolved |
{{from_number}} | The phone number that initiated the call | +44 20 7946 0958 |
{{to_number}} | The phone number that received the call | +44 20 7946 0123 |
{{summary}} | AI-generated summary of the conversation | The caller enquired about delivery times for order #4821 and was informed it would arrive by Friday. |
{{sentiment}} | Overall sentiment detected during the call | Positive |
{{call_outcome}} | The classified outcome of the call | Appointment Booked |
{{key_topics}} | Comma-separated list of topics discussed | Pricing, delivery schedule, return policy |
{{action_items}} | Comma-separated list of follow-up actions identified | Send quote by email, schedule follow-up call for Thursday |
{{call_type}} | Whether the call was inbound or outbound | Inbound |
Custom Variables
When the built-in variables don't cover your needs, you can create custom variables. Each custom variable is defined with four properties:
- Name: the variable name used in templates, e.g.
{{order_number}}. - Description: a human-readable explanation of what the variable represents.
- AI Extraction Prompt: an instruction telling the AI how to extract the value from the conversation transcript. For example: "Extract the customer's order number if mentioned during the call."
- Required: a flag indicating whether the variable must be present. If marked as required and the AI cannot extract a value, the post-call action will still execute but the variable will be empty.
After the call, the AI analyses the full conversation and extracts values for configured custom variables. Before-call actions use call metadata only; during-call actions can use the caller's first committed response but do not yet have a completed summary.
Use custom variables for structured data extraction
Inserting Variables
To insert a variable into any text field (subject line, email body, SMS message, or recipient field), type the @ symbol. An autocomplete dropdown will appear listing all available built-in and custom variables. Select the variable you want and it will be inserted as a {{variable}} placeholder. You can also type the placeholder syntax manually if you prefer.