Send results conditionally

Choose which call summaries to send by email or webhook. For example, your callback team may only need a message when someone has requested a callback.

Choose the execution mode

Mode	Behavior
Always	Send when delivery is enabled and the other delivery rules permit it.
Conditional	Send only when the configured condition evaluates positively.

Enable email or webhook delivery first. For either channel, you can also choose to skip calls where the caller says nothing.

Write a testable condition

For a callback team:

Send only when the summary explicitly records a callback request
and a usable callback number. Do not send for general information questions
that were fully answered without a follow-up request.

The condition is checked against the summary. Make sure the summary prompt includes the details the condition needs. In this example, those are the callback request and number.

Email and webhook conditions can differ. For example, email can notify the callback team while a webhook handles a different class of completed request. Review both recipients and profile assignments before enabling them.

If the condition cannot be checked

Conditions require the Decision feature. If the check fails or the required details are missing, the message is not sent. If an expected message is missing, review the summary and condition as well.

Test positive and negative cases

Test a clear match, a clear non-match, an ambiguous summary and a silent call. Check the stored summary and actual delivery for each channel independently. If a valid request is skipped, inspect the summary wording and rule before broadening the condition.