Post-Call Actions: What happens after a call ends

Use Post-Call Actions to automate call results, highlights, and next steps

Post-call actions in Nimbata are automated tasks that run after a phone call ends. They are configured using Nimbata’s Workflow Builder and can be triggered by call events such as:

• A call ending
• A missed call
• A call with specific duration
• A call with tags or AI-derived attributes

Prerequisites for Post-Call Actions

1. Workflow Configuration: You must have a workflow created that includes both Call Recordings and Call Transcriptions.
2. AI Analysis: These actions are part of the Nimbata AI analysis and require a Marketing or Agency plan.

Need some help? Use the following guides: How to set up Call Recordings | How to set up Call Transcriptions

Understanding the three actionable components

1. Coaching: Developing your team

The Coaching section is designed to help managers train agents and improve call quality based on actual performance.

• 'Strengths observed': Highlights what the agent did well, such as effective call control or clear communication of pricing.
• 'Improvement opportunities': Identifies specific areas where the agent could have handled a situation better, such as clarifying appointment urgency earlier.
• 'Actionable coaching steps': Provides concrete advice on what the agent should adjust in future calls and why it matters for the customer experience.

2. Smart Follow-Up: Automated communication

The Smart Follow-Up section saves your team time by drafting ready-to-use messages based on the call's context.

• Contextual Templates: AI generates a full message including a 'Subject' line, a personalized greeting, a summary of what was discussed, and the agreed-upon next steps.
• Closing the Loop: These templates ensure that every lead receives a professional confirmation of their inquiry or appointment without manual typing.

3. Action Plan: Task management

The Action Plan section breaks down the conversation into specific, manageable tasks to ensure nothing falls through the cracks.

• 'Description': A clear summary of the task (e.g., Book an appointment or prepare parts).
• 'Owner' & 'Priority': Assigns responsibility to an agent and defines the urgency level (e.g., High or Urgent).
• 'Deadline' & 'Follow-up requirements': Sets a specific timeframe and details any additional steps needed, such as sending an address via text.

What you can do with Post-Call Actions

You can configure workflows to do many things with call data once a call finishes. Typical post-call actions include:

• Send notifications: Email or Slack alerts when calls match defined criteria.
• Create or update CRM records: Automatically enrich contacts in systems like HubSpot, Salesforce, or Zoho.
• Tag calls: Apply call tags based on outcomes or AI insights (e.g., high-intent, sales lead).
• Push conversions: Send qualified call conversions to ad platforms (e.g., Google Ads, Meta) via workflows.
• Update custom fields: Add metadata such as call quality or campaign details to CRM or analytics fields.

How to set up Post-Call Actions

Post-call actions are configured inside Nimbata’s Workflow Builder:

Step 1. Go to Workflows and click on 'Create'.

Step 2. In the Create a New Workflow menu, select 'From Template'.

Step 3. In the Workflow Templates menu, hover over to 'AI Call Analysis' and click on 'Use template'.

Step 4. The generated workflow will look like the one below. The default trigger is set to 'Call Ends', the workflow is configured to transcribe every call, and a set of 7 preselected AI actions will generate the Post-Call Actions you need.

Step 5. Click on 'Enable' at the top-right of the Workflow Builder environment to save and activate your workflow.

Once published, workflows will run automatically after calls end when your criteria are met.

Tips for using Post-Call Actions

• Set clear filtering criteria so only meaningful calls trigger actions.
• Use tags and AI metadata to drive more intelligent automation.
• Combine multiple actions (e.g., tag + notify + push CRM) in the same workflow.
• Test with sample calls to ensure workflows fire as expected.

Integrated AI Analysis

Post-Call Actions exist alongside other critical data points in your call entry, including:

• 'Call Tags': Key themes applied automatically (e.g., Appointment Booked).
• 'Call Rating': A star rating (1–5) based on lead quality or sentiment.
• 'Call Value': The estimated or actual dollar amount of the lead.
• 'AI Notes': A comprehensive list of details extracted by the AI from the call transcript.

Awesome! You're all set now and ready to receive the call insights that will help your team transform your sales pipeline!

Updated on: 17/03/2026