Post-Call Automations and Real-Time Notifications
Build conditions and actions, check units and recipients, and save a draft or activate a post-call rule.
Post-call automations act when a completed call's analysis matches the conditions you choose. Build a focused rule, review its actions and decide whether to keep it as a draft or activate it.
Create a rule
- Open AI → Call Intelligence → Automations and choose New Rule. Browse the template gallery or build a custom rule.
- Give the rule a clear name and select the relevant call type. Set the IF condition using a field, comparison and value. For example, Overall Score below 6 can identify calls to review.
- Choose the action, such as Send Email to the selected manager or owner, or System Notification for an alert in the portal. Review the destination and action details.
- Choose Save as Draft to keep the rule for review, or Activate Rule when its conditions and actions are ready to run.
Check comparisons and units
Use conditions that match your intent and the data produced by the analyst. Review how multiple conditions are combined; when the form shows AND, all of those conditions must be met.
Duration and dead-air fields expressed in milliseconds require values in that unit: 30,000 ms = 30 seconds. Do not enter 30 when you mean 30 seconds. A missing value is not necessarily the same as zero.
Review before activating
Check the call type, analyst outputs, thresholds, recipients and actions. A draft is saved for review; an active rule can execute when matching analysis becomes available. Avoid overlapping rules that send repeated alerts for the same situation.
The available actions in the new-rule form determine what you can configure. An older rule with a different action name does not mean that action is offered for every new rule.
Check the result
Review a call that meets the intended condition and confirm the expected action. Use Notifications to review System alerts; check the source filter when comparing System and email notifications. Expanding an alert lets you open View Analysis and record its follow-up status.
An alert or suggested action does not itself complete the follow-up. Review the underlying call before acting on the AI's interpretation.
Related guides: Call Intelligence · Coach Your Team.