Set Up a Post-Call Flow

Who has access to this feature?

Access level: All Users

A Post-Call Flow gathers feedback or information after a call ends. These flows allow you to collect data by prompting callers or call recipients to press keys on their phone keypad, making it easy to capture lead quality, satisfaction scores, or other custom values.

Create a Post-Call Flow

To set up a new Post-Call Flow:

Go to "Tracking" from the top menu and select "Calls".
Choose "Call Flows".
Click "+ Add Call Flow" (or "+ Add Post-Call Flow" if no Post-Call Flows exist yet).
Enter a unique name that makes it easy to identify (e.g., Lead Quality Survey, Satisfaction Score, Quote Status Update).
Choose "Post-Call Flow" as the type of call flow to gather feedback after calls.
Select a starting template based on your needs:
- Blank: Start from scratch with an empty Call Flow. Add steps according to your specific requirements.
- Copy Existing Call Flow: Copies settings, steps, and configuration from an existing Call Flow into a new one.
Click "Next Step" to begin building your Post-Call Flow.
Add and configure steps for your post-call workflow. Post-Call Flows can include:
- Hangup: End the post-call interaction
- Menu: Prompt for keypad input (e.g., "Press 1 if this was a qualified lead")
- Message: Play instructions or thank you messages
- Schedule: Route based on time or date
- Set Lead Data: Automatically update lead fields based on responses
- Smart Routing: Route based on marketing data
- Split Routing: Distribute calls across multiple options
- Enter Lead Value: Prompt the agent to enter a lead value using the keypad
- Existing Step: Link to a step that already exists in the flow
Connect each step by clicking the "+" button and selecting the next action.
Click "Save Changes" to save your Post-Call Flow.

Once created, you can trigger the Post-Call Flow from Dial steps or other locations in your Incoming Call Flows.

Tip: Use Post-Call Flows to capture lead quality immediately after calls. For example, prompt the agent: "Press 1 if this lead is qualified, press 2 if not qualified" to automatically tag leads without manual data entry.

Note: Post-Call Flows are triggered when a caller hangs up or when a recipient presses a specific key during the call (configured in the Dial step). They run separately from the main call.

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