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A conversation is not useful as a conversation. It becomes useful when it turns into something you can count. That is what post-call processing does. When a call ends, the platform reads what happened and produces structured results.

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Insights

An insight is a question asked of your calls, answered automatically afterwards. “Were they interested?” “Which product did they ask about?” “What is their renewal date?” Answers can be yes or no, a number, a value from a list you define, or free text.
Insights are only extracted from calls longer than 20 seconds. Very short calls produce no insights at all, which is usually right, but it does mean a wall of blank results is often a wall of hang-ups rather than a fault.
This is the mechanism that turns a pile of transcripts into something you can filter in Calls or chart in Reports.
Write insights as questions you would actually act on. “Was the caller satisfied” is interesting. “Did they ask for a callback” changes what somebody does next.

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Deciding whether a call went well

Insights describe a call. A result judges it. You define what success means as conditions over your insights, and every call is marked accordingly. Without this, a thousand calls tell you nothing at a glance, because you have to read them. Getting this right takes a couple of passes. The first definition of success is usually too generous.

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Acting on the outcome

Once a call is understood, the platform can act:
  • Send a message, by text or email, to the person or to your team.
  • Update your own systems, by syncing the outcome to a CRM.
  • Notify anything, by sending the result to a URL you control.
See Post-call for setting these up and Webhooks for the notification path.

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Timing matters more than people expect

Post-call processing is not instant. A call ending and a call being understood are two different moments, separated by however long the analysis takes.
If you are reacting to calls programmatically, wait for post-call processing to finish rather than for the call to end. Reading results at the moment the call stops gets you empty fields.

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Where to go next

  • Post-call for configuring insights and results.
  • Reports for charting what you extracted.
  • Webhooks for pushing results to your systems.