> ## Documentation Index > Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt > Use this file to discover all available pages before exploring further. # Post-call > Decide what to pull out of every call, judge whether the call went well, and send a follow up email or SMS afterwards. Everything on an agent's **Post-Call** tab happens after the conversation ends. It turns a recording into something you can search, count and act on. There are four parts: 1. **Call Insights** pull specific facts out of the conversation. 2. **Result Conditions** decide whether the call counted as a success. 3. **Post-Call Messaging** sends a follow up email or SMS. 4. **Sync Post-Call Activity to CRM** records it in your CRM. *** ## Call Insights An **insight** is one thing you want to know about every call. The caller's name. Whether they agreed to a follow up. Which product they asked about. Once configured, insights show on each call in **[Calls](./call)**, can be filtered on, and can be included in a CSV export. ### Creating an insight Select **Add Call Insight**, then either **Create new insight** or **Add existing insights** to reuse one already defined in this environment. A new insight needs four things: | Field | What it is | | --------------------------------- | ---------------------------------------------------------------------------------- | | **Description** | What you are trying to learn, in plain language. | | **ID** | The short name you use to refer to it elsewhere. It fills in from the description. | | **Type** | Yes / No, Number, Selector, or Text. | | **How to determine this insight** | Instructions for reading the value out of the call. | **Selector** adds a **Choices** list, so the answer has to be one of the options you allow. That is what makes an insight countable later, rather than free text you have to read. **Test Insight** runs it before you save. Pick **Selector** over **Text** whenever you can. "Order issue, Product question, Something else" can be charted. A sentence cannot. ### Generating insights **Generate Insights** reads your agent prompt and proposes a set for you. Six generated insights listed with their identifiers It is a good starting point, but check the **ID** on each one. Generated insights get long automatic identifiers, and the ID is what you type when referencing an insight in a filter or a message template. Rename them to something short before you rely on them. *** ## Result Conditions **Result Conditions** turn a call into a pass or a fail. The result appears in the **Result** column in Calls, drives the **Agent performance** panel on the Dashboard, and can be filtered and exported. You build two rule sets, one for **Successful outcome** and one for **Unsuccessful outcome**. Each condition is based on either a **Call** property, such as whether voicemail was detected, or a **Call Insight** value. How the logic works: * Conditions inside one set must **all** be true. * **Or if** starts another set. Any set matching is enough. * If a call matches both the successful and unsuccessful rules, it counts as **Unsuccessful**. With no conditions configured, every call shows a blank Result. This is the most common reason the Result column looks empty. *** ## Post-Call Messaging **Add Message** creates a rule that sends an email or an SMS after the call. You can add several, each with its own conditions, so a call that went one way gets a different follow up from one that went another. *** ## Sync Post-Call Activity to CRM Records call insights and messaging activity against the contact in your CRM. Pick the connection you want to write to. Connections are set up in **[Integrations](./providers)**. *** ## Where to go next * See insights and results on real calls in **[Calls](./call)**. * Configure the agent that produces them in **[Agents](./agent)**. * Connect a CRM in **[Integrations](./providers)**.