After the call

The email sending action allows for the automated transmission of electronic messages following a telephone interaction.

Use Cases

This feature is particularly suited to the following scenarios:

Automatic sending of a summary of the conversation

Notification to relevant teams following a customer interaction

Structured transmission of specific requests identified during the call

Automated escalation for issues requiring specific intervention

Configuration Parameters

Creating an email sending action requires defining the following parameters:

Parameter	Description	Required
Action Name	Unique and descriptive identifier of the action	✓
Subject	Subject of the email to be sent	✓
To	Email address(es) of the main recipient(s)	✓
Cc	Email address(es) of recipients in copy
Bcc	Email address(es) of recipients in blind copy
Conditioned by Classifications	Trigger criteria based on call categorization

Subject Configuration

You can dynamize the subjects of your communications by leveraging the contextual variables of the call.

Use the {} icon located to the right of the field to access available variables.

Conditional Configuration

To optimize the triggering of the email sending action, you can use the Conditioned by Classifications parameter:

Select one or more relevant classifications from the dropdown menu

The email will only be sent if the call matches the defined classification criteria

This feature is particularly effective in targeting specific interaction scenarios

Precisely configure triggering conditions to avoid excessive email sending
Test your configurations with test email addresses before deployment in production

Email