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Post Processing

After-call handoff

Post processing shapes what happens after the call: final summary, summary email, and webhook delivery. It turns a completed call into something your team can act on.

Only tune post-processing after the live conversation captures the right information.

Post Processing controls what happens after the call is over. This is where you shape the final call summary and decide where that summary should go.

For the callback assistant, this area matters because a good live conversation is not enough on its own. The team still needs a clean summary, a clear delivery path, and a structured handoff after the caller hangs up.

Where to find it

The tenant menu exposes this area as Post Processing.

The page contains three tabs:

  • Summary Prompt
  • Summary Email
  • Summary Webhook

What Post Processing is for

Use it to control:

  • how the final summary is written
  • whether the summary is emailed automatically
  • whether the summary is sent to an external webhook

This is different from the Email Tool in the agent configuration:

  • the Email Tool is an agent action that runs during the live callback flow
  • Post Processing is tenant-level summary handling after the call has been stored

Both can exist at the same time, but they solve different problems.

Summary Prompt

The Summary Prompt tab defines how the final stored call summary should be written.

The UI description is accurate: this is a custom prompt used for final call summaries, and you can reference {conversation_fact_summary}. If you leave it empty, the backend default prompt is used.

When to customize it

Customize the summary prompt when:

  • the default summary is too loose for your team
  • you want a consistent structure for callback requests
  • the summary should emphasize fields like callback number and reason for the call

Use a prompt like this:

Write a plain-text callback summary for a human team.

Use short sections and keep the output operational.

Include:
- Caller name
- Company name
- Callback number
- Reason for the call
- Important notes or urgency

Use {conversation_fact_summary} where it helps improve accuracy.

The point is not to make the summary sound clever. The point is to make it immediately actionable.

What good output looks like

A good callback summary lets a human answer three questions instantly:

  1. who called
  2. why they called
  3. how to reach them back

If the summary does not do that, tighten the prompt.

Summary Email

The Summary Email tab sends the final call summary automatically after post-processing.

The product currently supports:

  • enable or disable summary email delivery
  • one recipient email address

Use it when:

  • a team inbox should always receive the stored final summary
  • you want tenant-level delivery without depending on live tool execution
  • operational staff review summaries outside the agent tool flow

When to use Summary Email vs Email Tool

Use Summary Email when:

  • you want a post-call tenant-level delivery rule
  • the final stored summary is the source of truth

Use the Email Tool when:

  • the assistant should decide during the call when the handoff is complete
  • the handoff should be driven by the live conversation logic

Some teams use the Email Tool for the live callback handoff and Summary Email for a secondary audit or archive inbox.

Summary Webhook

The Summary Webhook tab sends the final stored summary to an external API after post-processing.

The UI supports:

  • Enable webhook delivery
  • Target URL
  • Timeout (ms)
  • Content type
  • OAuth configuration
  • headers
  • query parameters
  • JSON, form, or text request bodies
  • Send Test

This is the operational path when a final summary should go into another system automatically.

When to use it

Use Summary Webhook when:

  • a CRM, workflow engine, or backend should receive the final call summary
  • you need tenant-level delivery independent of live tool decisions
  • you want a normalized summary payload after the call is fully processed

What the webhook is good for

For the callback assistant, a webhook is useful when the final result should create or enrich:

  • a lead
  • a support ticket
  • a callback queue
  • an internal workflow run

Important distinction

The API Tool sends structured data from the live assistant flow.

The Summary Webhook sends the final stored summary after post-processing.

Use the API Tool when the assistant must create the system record as part of the live callback sequence. Use Summary Webhook when the final summary itself is the output you want to deliver.

Available variables

The UI provides backend-supported variables for the summary prompt and webhook configuration.

Use those variables for:

  • query parameters
  • non-sensitive headers
  • JSON body values
  • form fields
  • plain-text bodies

The product also lets you test the webhook with unsaved values, which makes this page safer to configure than guessing in production.

If your team wants the final summary sent to another system, start with:

  • application/json
  • a short timeout
  • a simple target URL
  • a body that includes the final summary, source number, destination number, and timestamps

Keep the first version small. Avoid building a giant payload until the stored summary itself is stable.

How to review this area

For the callback assistant, use this sequence:

  1. make sure the live callback flow works
  2. make sure the stored summary in Call History is correct
  3. customize the Summary Prompt only if the default format is not good enough
  4. enable Summary Email or Summary Webhook
  5. send a test where available
  6. confirm the downstream inbox or system receives the expected output

Common mistakes

Fixing post-processing before the live call works

If the assistant is still missing the callback number during the live call, post-processing will not rescue that. Fix the call flow first.

Over-formatting the summary prompt

If the prompt is too elaborate, the summary becomes harder to scan. Keep it operational and short.

Confusing Email Tool with Summary Email

These are not the same feature. If the team expects a tenant-level post-call delivery rule, use Summary Email here, not only the live Email Tool.

Sending too much data to the webhook too early

Start with a small payload and expand only after the summary structure is proven stable.

Read this next

  • Call History to inspect the final stored summary
  • Built-in Tools if you want the live Email Tool instead of tenant-level post-call delivery
  • API Tools if the live assistant should create structured records during the conversation