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Post-Call Follow-Up

The Post-Call Follow-Up tool triggers automated actions after a call ends. Send the caller a summary email, a confirmation SMS, update your CRM, or notify your team — all without manual work.

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Actions You Can Trigger

ActionDescription
Send emailEmail a call summary, confirmation, or follow-up to the caller or your team
Send SMSText the caller with next steps, confirmation details, or a link
WebhookPOST call data to any external URL (CRM, helpdesk, analytics)
Create taskAutomatically create a follow-up task in your project management tool

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Configuration

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Via the Dashboard

  1. Open your agent and scroll to Voice Settings.
  2. Enable Post-Call Follow-Up.
  3. Add one or more actions:
Email action:
  • To: caller’s email (collected during call) or a fixed address
  • Subject template: Your call with {agent_name} — Summary
  • Body template: Include call summary, next steps, and links
SMS action:
  • To: caller’s phone number
  • Message template: Thanks for calling! Here's your confirmation: {details}
Webhook action:
  • URL: your endpoint
  • Payload: call transcript, summary, metadata
  1. Click Save.

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Via the API

curl -X PATCH https://api.thinnest.ai/agents/agent_abc123 \
  -H "Authorization: Bearer $THINNESTAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "voice_tools": {
      "post_call_follow_up": {
        "enabled": true,
        "actions": [
          {
            "type": "sms",
            "template": "Thanks for calling {agent_name}! Your reference number is {call_id}."
          },
          {
            "type": "webhook",
            "url": "https://your-crm.com/api/call-completed",
            "include_transcript": true,
            "include_recording_url": true
          },
          {
            "type": "email",
            "to": "{caller_email}",
            "subject": "Your call summary — {date}",
            "body_template": "call_summary"
          }
        ]
      }
    }
  }'

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Webhook Payload

When a call ends, your webhook receives: 
{
  "event": "post_call_follow_up",
  "call_id": "call_xyz789",
  "agent_id": "agent_abc123",
  "caller_number": "+14155551234",
  "duration_seconds": 230,
  "summary": "Caller inquired about order #12345. Agent confirmed delivery date of March 15.",
  "transcript": "...",
  "recording_url": "https://api.thinnest.ai/calls/call_xyz789/recording",
  "metadata": {
    "order_id": "12345",
    "caller_name": "John Smith",
    "caller_email": "john@example.com"
  }
}

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Template Variables

Use these variables in your email and SMS templates:
VariableDescription
agent_nameYour agent’s name
call_idUnique call identifier
caller_numberCaller’s phone number
caller_nameCaller’s name (if collected)
caller_emailCaller’s email (if collected)
durationCall duration in minutes
summaryAI-generated call summary
dateDate of the call
detailsKey details extracted from the call
Variables are wrapped in double curly braces in your templates, e.g. agent_name becomes {{agent_name}}.