Post-conversation Actions

Configure visual flows that execute when the conversation completes. Use flow nodes to push summaries, transcripts, and variables to your CRM or external systems when the conversation ends.

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Overview

• When it runs: After the conversation ends (asynchronously).
• Typical tasks:
  • Generate and store a summary and disposition
  • Persist the transcript to CRM or data warehouse
  • Trigger downstream workflows (e.g. ticket creation)

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Create a Post-conversation Action Flow

1. Open Studio → Build → AI Agents → Actions tab → Post-conversation.
2. Click “Create New Action” and configure:
   • Name: Short, descriptive identifier
   • Description: What the action does and why
   • Execute on channels: Which channels the action runs on — Voice, Chat, or both (at least one must be selected)
3. Save the action, then click Save & Edit Flow to open the Flow Builder.

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Channel Scoping

Post-conversation actions can be scoped to run only on specific channels — for example, log a ticket only for voice calls, or send a chat transcript email only for chat sessions.

• Existing and newly created actions default to Voice only.
• To branch within a shared flow instead, use the built-in interaction.CHANNEL variable (resolves to voice, chat or email) in a Decision node.

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Flow Builder

The flow defines what happens when the conversation ends. Drag nodes from the sidebar and connect them starting from the Start node. In a large flow, use the search box in the top-right of the canvas to jump to a node by name or type — see Find a Node on the Canvas.

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API Request Node

Call an external HTTP API and map response fields to variables:

• Method: GET, POST, PUT, DELETE, PATCH
• URL: Static URL (e.g. https://api.example.com/tickets)
• Query Params: Key-value pairs, variable-aware
• Headers: Static or variable-aware
• Body: JSON body (e.g. passing {{interaction.SUMMARY}}, {{interaction.TRANSCRIPT}})
• Auth Profile: Optional reusable credentials profile — see Auth Profiles for details. Also supports mTLS for APIs that require certificate-based mutual authentication.
• Test Request: Use “Send” to preview response in Data or Meta tabs
• Response Mapping: Map JSON paths to variables to store references.

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Set Variable Node

Assign or overwrite variables based on post-conversation calculations or responses.

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Decision Node

Route post-conversation logic conditionally (e.g., only call the Zendesk API if {{interaction.DISPOSITION}} == "escalated").

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Best Practices

• Keep post-conversation operations idempotent; the same payload may be retried.
• If you need both summary and transcript, design your backend to accept a single payload in the API Request node to minimize network calls.
• Store external IDs (e.g. ticket number) for cross-system traceability.