Voice Tools
Post-Call Follow-Up
Automatically trigger emails, SMS, or webhooks after a voice call ends — confirmations, summaries, and CRM updates.
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.
Actions You Can Trigger
| Action | Description |
|---|---|
| Send email | Email a call summary, confirmation, or follow-up to the caller or your team |
| Send SMS | Text the caller with next steps, confirmation details, or a link |
| Webhook | POST call data to any external URL (CRM, helpdesk, analytics) |
| Create task | Automatically create a follow-up task in your project management tool |
Configuration
Via the Dashboard
- Open your agent and scroll to Voice Settings.
- Enable Post-Call Follow-Up.
- 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
- Click Save.
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"
}
]
}
}
}'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"
}
}Template Variables
Use these variables in your email and SMS templates:
| Variable | Description |
|---|---|
agent_name | Your agent's name |
call_id | Unique call identifier |
caller_number | Caller's phone number |
caller_name | Caller's name (if collected) |
caller_email | Caller's email (if collected) |
duration | Call duration in minutes |
summary | AI-generated call summary |
date | Date of the call |
details | Key details extracted from the call |
Variables are wrapped in double curly braces in your templates, e.g. agent_name becomes {{agent_name}}.