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The post-conversation workflow runs automatically after a conversation ends. Use it for follow-up tasks like updating CRM records, sending notifications, or creating support tickets.

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Enabling the Post-Conversation Workflow

From the Workflows panel in the Conversation Flow editor, you’ll see the Post-Conversation Workflow section. Click it to open the workflow builder. Use the toggle to enable or disable the post-conversation workflow. When disabled, the workflow will not run after conversations even if it has been configured. Enabling and disabling the post-conversation workflow is independent of the agent’s publish state.

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Building the Workflow

The post-conversation workflow builder works the same as the action workflow builder. Add nodes with the button, configure each node in the left panel, and use / to reference conversation variables. Post-conversation workflows have access to the full conversation transcript, analysis data, and all variables from the conversation. This makes them well suited for tasks that need the complete picture of what happened.

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Common Patterns

CRM updates - Create tickets, update contacts, or log call activity based on how the conversation went. Notifications - Send a message or email summary to your team after specific types of conversations. Conditional routing - Use a Split node to route the workflow based on analysis data. For example, send a follow-up email only when the caller was interested, or create a support ticket only when the issue wasn’t resolved. Staged follow-ups - Chain Delay nodes to create timed sequences. For example, wait 24 hours after a call, then send a follow-up email, then wait another week and create a task if no response.

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Available Nodes

Post-conversation workflows have access to all integration nodes and flow control nodes except those explicitly marked as action-only or pre-call only in the node reference. The Delay node is particularly useful here since post-conversation workflows aren’t constrained by a time limit. You can create workflows that span days or weeks. For the full list of nodes, see the Node Reference.