Email after the call
After every conversation, automatically send an email with the summary, transcript and captured data to you, your team or the caller.
With the email after the call, you know what happened after every conversation without looking at the dashboard. bhomy sends the summary, transcript and all captured data to the addresses you choose.
Setting up the email
- Open your agent and switch to the Tools tab.
- Under Automation, click Add and choose Email.
- Enter a Subject, for example "New call to the practice number".
- Choose the Recipient Type and enter the recipients, see below.
- Design the Email Content with Insert variable.
- Optional: enter a Condition for when the email is sent.
- Check everything with Send test email and save.
Recipients
| Recipient Type | To whom | Typical use |
|---|---|---|
| Fixed recipient(s) | fixed addresses, several separated by commas | you, your team, a shared inbox |
| Dynamic | the address the caller gave during the conversation | confirmation or documents for the caller |
With Dynamic, you can also enter fixed recipients who get a copy.
Variables in the content
With {{variable}} you insert values from the conversation. Insert variable shows all available ones:
| Group | Variables |
|---|---|
| System Variables | {{summary}} summary, {{transcript}} transcript, {{fromNumber}} caller's number, {{callLink}} link to the call in the dashboard, {{duration}} duration in seconds, {{callId}} call ID |
| Extracted Variables | such as {{name}}, {{anliegen}} (request), {{email}}, {{telefonnummer}} (phone number), {{firma}} (company), {{adresse}} (address), {{termin_datum}} and {{termin_uhrzeit}} (appointment date and time) |
| Custom Variables | all variables you've created in the Context Extractor |
If a value is missing because it didn't come up in the conversation, null appears in its place.
An example of a notification to your team:
New call from {{name}} ({{fromNumber}})
Request: {{anliegen}}
Preferred appointment: {{termin_datum}} at {{termin_uhrzeit}}
Summary:
{{summary}}
Open the call: {{callLink}}
Condition
With a Condition, the email only goes out if it applied in the conversation. bhomy checks this after the conversation based on how it went. Phrase the condition as a statement about the conversation:
- "The caller was promised a callback."
- "The caller reported an emergency."
- "No appointment was booked."
Leave the field empty if the email should arrive after every conversation. You can have several email tools with different conditions, for example one for emergencies to the on-call service and one for all calls to the office.
Where you see the sending
Every email appears in the call history in the Logs tab, with the recipient, Sent or Failed and, where applicable, the error text. If an email doesn't arrive, see Email doesn't arrive.
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