After the call

When a call ends, the agent can send the caller a message: a WhatsApp, an SMS, or both. It’s the same message every time, from a template you chose, with blanks filled from the call. Set it in the After the call card on the agent’s Actions page. Things it’s good for:

Answered calls — “Thanks for calling, . Book your visit here: …”
Missed calls — “Sorry we missed you, . Reply here or call us back on …”
Every call — your address and opening hours, after anyone rings.

Set it up

Have a template ready

WhatsApp: an approved Utility template. See Templates.
SMS: a DLT template, with your SMS provider connected. See SMS.

Choose which calls

Send after: Calls somebody answered, Missed calls, or Every call. A call that failed before it rang never gets one.

Choose the template, and fill its blanks

For each blank, choose what goes in it:

Choice	Fills with
Customer’s first name	The caller’s first name, or “there” if we don’t know it
Business name	Your workspace’s name
Agent’s name	This agent’s name
Date of the call	Like “7 Oct”, in your workspace’s timezone
Fixed text…	Whatever you type, like your booking link

An SMS blank holds at most 30 characters, so fixed text there is kept short.

Save

Choose Don’t send for a channel to turn it off.

A WhatsApp template with a blank in its link button can’t be used here. A button like yoursite.com/{{1}} needs a value for the blank, and nothing can fill it after a call. Those templates don’t appear in the list, and saving one through the API is refused. Use a template whose link is fixed, or put the changing part in the message text.

What keeps it polite

Once per call. A call that ends twice in our records still sends once.
Never to anyone on your do-not-contact list, including someone who asked the agent on the call not to be contacted again.
At most once a day to the same number, per channel. A caller who rings three times in a morning gets one message, not three.
Only to a number we know is theirs, the one they called from or that we called. Never to a number someone said out loud on the call.
WhatsApp must be a Utility template. Marketing templates are refused here. They need marketing consent, and Meta pauses them quickly when people don’t want them.

What it costs

WhatsApp is charged like any other template you send. See WhatsApp.
SMS goes through your own provider, which bills you directly. Nothing is taken from your wallet here.

Seeing what went out

Each WhatsApp appears in the customer’s WhatsApp conversation, marked as sent by the agent after the call. Each SMS appears as a note on the call’s conversation. A message that couldn’t be sent (no WhatsApp on that number, a template no longer approved, your SMS provider refused it) is simply not sent. The call itself is unaffected.

From the API

The same setting is followUp on Update Post-call Settings. It needs a full key, because it makes the agent message customers.

curl -X PATCH https://app.thinnest.ai/api/v1/agents/ag_5cbb2cb9-41aa-4181-9e37-78914bd7b4f9/post-call \
  -H "Authorization: Bearer $API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "followUp": {
      "when": "missed",
      "whatsapp": {
        "templateId": "3f1c2b7e-9a41-4f0b-8e2d-5c6a7b8d9e01",
        "values": ["customer_name", "business_name"]
      },
      "sms": {
        "templateId": "8d2e4f6a-1b3c-4d5e-9f70-a1b2c3d4e5f6",
        "values": ["customer_name", "fixed:acme.example/book"]
      }
    }
  }'

values fill the template’s blanks in order, one each. Anything you leave out of followUp keeps what is saved, and a channel set to null stops it:

{ "followUp": { "sms": null } }

Getting started

Your agent

Channels

Put it on your site

Reaching out

Meta's rules

Working the conversations

White label

Partners

Set it up

What keeps it polite

What it costs

Seeing what went out

From the API

​Set it up

​What keeps it polite

​What it costs

​Seeing what went out

​From the API

Set it up

What keeps it polite

What it costs

Seeing what went out

From the API