Overview
Post-call workflows allow you to automate actions and processes that should occur after a call ends. These workflows can trigger based on call outcomes, extracted data, and conversation analysis to streamline your operations and ensure proper follow-up.Creating Post-Call Workflows
Post-call workflows are configured in the Post-Call section of your agent settings. You can create workflows that:- Send data to external systems
- Trigger notifications and alerts
- Create tasks and tickets
- Update CRM records
- Execute custom logic based on call outcomes
Trigger Conditions
If you don’t want your workflow to be executed automatically for each and every call, you might want to use conditions to branch out how workflows are triggered based on calls. These conditions are handled using Flow Control within Strada’s Post-Call Workflows. Flow Control can be found inside of our “Apps” that pop up when you click on the + button to add a node.
There are 3 key flow-control actions that help branch out conditionally-run workflows:
Split
The Split flow-control action splits execution to multiple paths. Use split when you want to run different workflows for different sets of calls that may be distinguished by a variable, behavior, etc. When you add a Split, it creates branches—you can add or remove any number of conditional paths, each configured with rules (criteria) that determine whether that path executes. This can be seen in the image below:
Delay
The Delay flow-control action pauses execution for a set time before continuing. Use Delay when you need to wait—e.g., give an email time to deliver, stagger CRM updates, or schedule a follow-up after a cooling period. When you add a Delay, you specify how long to wait (seconds, minutes, hours, days, or weeks). After the delay elapses, the workflow resumes on the next step. You can chain multiple delays to create staged sequences.
Loop
The Loop flow-control action iterates over a collection and runs the same path for each item. Use Loop when you need to apply identical steps to multiple records—e.g., analyze every message from the transcript. When you add a loop, you choose the collection to iterate (array from analysis, transcript, etc.) For each element, the workflow executes the following steps.
Available Actions
Post-call workflows can integrate with a comprehensive suite of applications to automate your follow-up processes:Webhook
- Send HTTP requests to external services
HubSpot
- Create Ticket
- Create Task
- Log Call Activity
- Create/Update Contact
Gmail
- Send Email
SMTP
- Send Email
Twilio
- Send SMS
Zendesk
- Create Ticket
- Update Ticket
Strada
- Create Campaign Call
Slack
- Send Channel Message
Microsoft Teams
- Send Channel Message
- Send Bot Message
Salesforce
- Create Task
- Update Campaign Member
- Update Lead
Data Mapping and Variables
You can insert variables into nodes within the post-call workflows in two ways just how you would across all of Strada’s platform: -> type{{ }} and reference a path (e.g., {{analysis.callback_time}}, {{caller.name}})
-> type / to open the variable picker and select the exact value you want