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Integrate your partner systems with SquawkVoice’s call lifecycle so your AI Agent can greet callers with full context and push rich call outcomes back when the conversation ends. This guide explains how to wire up Pre-Call and Post-Call Actions specifically for SIP-based telephony integrations.

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Lifecycle Overview

Every inbound call follows a three-phase lifecycle. Pre-call and post-call actions let you hook into the first and last phases to exchange data with your backend.

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Pre-Call Actions — Fetching Caller Context

A Pre-Call Action fires after the SIP INVITE is received but before the agent speaks. Use it to look up the caller in your CRM, ticketing system, or any backend so the agent can personalise its greeting from the very first sentence.

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What You Can Send

Your Pre-Call Action request can include any available call metadata as query parameters or in the request body:
VariableDescriptionExample
{{interaction.ANI}}Caller’s phone number (ANI)+14155551234
{{interaction.DNIS}}Called number (DNIS)+18005559876
Any custom SIP header valueValues extracted from incoming SIP headersPartner-specific IDs

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What You Get Back

Map fields from your API response to variables that become available throughout the entire call:
Response FieldVariableUsage Example
firstName{{firstName}}Initial Message: “Hi {{firstName}}, thanks for calling.”
accountStatus{{accountStatus}}Guidelines: “If {{accountStatus}} is overdue, offer a payment plan.”
lastInteraction{{lastInteraction}}Context for the AI: “Customer last contacted us about {{lastInteraction}}”
Variables created in Pre-Call Actions are the only variables available in the agent’s Initial Message and Guidelines. Plan your lookup to return everything the agent needs up front.

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Example: CRM Lookup by Caller ID

GET https://api.partner.com/crm/caller?phone={{interaction.ANI}}
Response: 
{
  "firstName": "Sarah",
  "accountStatus": "active",
  "accountId": "ACC-92841",
  "lastInteraction": "billing query on 28 Feb"
}
Map each field to a variable and reference them in your agent’s Initial Message:
“Hi {{firstName}}, welcome back! I can see your account {{accountId}} is {{accountStatus}}. How can I help you today?”

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Post-Call Actions — Returning Call Context

A Post-Call Action fires after the conversation ends — whether the caller hung up, the agent ended the call, or a handoff occurred. Use it to push the call outcome back to your systems.

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Available Interaction Variables

SquawkVoice automatically generates rich context at the end of every call. Use these built-in variables in your Post-Call Action request body:
VariableDescription
{{interaction.SUMMARY}}AI-generated natural-language summary of the conversation
{{interaction.BRIEF_SUMMARY}}Condensed summary (255 characters or less) — useful for CRM fields with length limits
{{interaction.TRANSCRIPT}}Full conversation transcript
{{interaction.DISPOSITION}}Call disposition determined by the AI (e.g. resolved, escalated, callback_requested)
{{interaction.CALL_DURATION}}Call duration
{{interaction.CALL_SID}}Unique call session identifier
{{interaction.ANI}}Caller’s phone number (ANI)
{{interaction.DNIS}}Called number (DNIS)
Any custom variableVariables set during Pre-Call or During-Call Actions (e.g. {{accountId}}, {{ticketNumber}})

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Example: Pushing Call Outcome to Partner Backend

POST https://api.partner.com/calls/complete
Content-Type: application/json
Request body: 
{
  "callerPhone": "{{interaction.ANI}}",
  "calledNumber": "{{interaction.DNIS}}",
  "callSid": "{{interaction.CALL_SID}}",
  "accountId": "{{accountId}}",
  "summary": "{{interaction.SUMMARY}}",
  "transcript": "{{interaction.TRANSCRIPT}}",
  "disposition": "{{interaction.DISPOSITION}}",
  "duration": "{{interaction.CALL_DURATION}}",
  "ticketNumber": "{{ticketNumber}}"
}
Your backend can then:
  • Update the CRM with the call summary and disposition
  • Create or close a support ticket based on the outcome
  • Trigger workflows (e.g. send a follow-up email, schedule a callback)
  • Store the transcript for compliance and quality assurance
Design your backend endpoint to accept a single payload containing all the fields you need. This keeps the integration simple and avoids multiple network calls.

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Example: End-to-End Partner Flow

Here’s a complete scenario showing how a SIP partner uses both lifecycle hooks:
1

Caller Dials In

A customer calls the partner’s inbound number. The partner PBX routes the call to SquawkVoice via SIP, injecting the X-SIP-AssistantId header.
2

Pre-Call: CRM Lookup

SquawkVoice fires the Pre-Call Action, calling the partner’s CRM API with the caller’s phone number. The response populates firstName, accountId, and accountStatus.
3

AI Conversation

The agent greets the caller by name, references their account, and resolves a billing enquiry. A During-Call Action creates a support ticket and stores the ticketNumber variable.
4

Post-Call: Push Outcome

After the call ends, the Post-Call Action sends the AI summary, full transcript, disposition, and ticket number back to the partner’s backend. The CRM record is updated automatically.

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Best Practices

  • Keep pre-call latency low — The Pre-Call Action runs before the agent speaks. Use a fast endpoint and return only the fields you need.
  • Use meaningful variable names — Names like {{accountStatus}} are easier to reference in prompts than {{field1}}.
  • Make post-call endpoints idempotent — The same call payload may be retried; design your backend to handle duplicates gracefully.
  • Secure your endpoints — Use Auth Profiles with API keys or mTLS to protect data in transit.
  • Test with the built-in request tester — Use the Send button in the Action editor to verify your request and response mapping before going live.
  • Cross-reference the Action docs — For detailed setup steps, see Pre-Call Actions and Post-Call Actions in the Build guide.