Post Call Actions

A post-call action routes a call through an IVR routine at the point it would normally disconnect. An agent can trigger it directly, or an IVR routine can set it automatically. This is useful when a caller needs to hear a message or complete a post-call survey after the agent has finished with them. Post-call actions are configured through result codes, found under Settings > General > Result Codes.

Note. A post-call action IVR should set the result code to one without a post-call action before it hangs up the call, to prevent the same post-call action from triggering again.

Setting up a post-call action

IVR Setup

Since a post-call action sends the call to an IVR routine, start by creating that routine. Include a Start IVR element that links to the first element of the routine. Give it a unique name so you can easily find it within the Result Codes dropdown.

Result Code Setup

Go to Settings > General > Result Codes, find the result code you want to trigger the action, and within the Advanced tab set the Post Call Action to the Start element of your IVR.

Note. Only result codes with lead status of Answer Machine, Callback, Do Not Call, Inbound, Irate, Not Interested, Person and Wrong Number are eligible to be configured with a post-call action.

Note. A result code configured with a post-call action automatically becomes a favourite result code, and can't be removed from favourites while the post-call action remains assigned to it.

Triggering a post-call action from Contact Hub

Triggering a post-call action from Contact Hub works like a call transfer, but with fewer steps. The agent selects a result code while the call is still connected, from the list of favourite result codes.

A result code with a post-call action shows an arrow icon. Once the agent selects it, the call is removed from the agent and sent to the post-call action IVR routine.

Triggering a post-call action via IVR

Use any IVR element in the routine to set the result code for the post-call action you want to run. When the call reaches the end of that routine, it's sent to the post-call action IVR routine.