Post‑Call Calls (PCC)

What is PCC?

Post‑Call Calls (PCC) extend your agent beyond the live conversation. Immediately after each call, our AI Post‑Call Agent evaluates the entire transcript and structured metadata, pulls your rules from our database (configured in your client dashboard), then formulates an execution plan that decides who to call, in what order, and with which scripts. Outbound recipients and phone numbers are centrally managed by you in the dashboard, so operations stay flexible without code changes.

Why it matters

Close the loop automatically: No more waiting for manual follow‑ups.
Protect revenue & experience: Call the right person at the right time when risks or opportunities appear.
Operate consistently: Rules and thresholds enforce your standards across every call, 24/7.

How PCC Works

Near real‑time analysis and orchestration from transcript → rule match → AI execution plan → outbound call.

1) Transcript & Metadata
Full text, speaker turns, timestamps, entities

2) Insights Engine
Intent, keywords, sentiment, entities

3) Rule Match (Dashboard DB)
Fetch & evaluate rules you configure

4) AI Execution Plan
Agent decides who to call, order, and scripts

5) Dialer & Queue
Priority, de‑duplication, time‑window checks

6) Logging & Sync
CRM/ticket updates, audit, analytics

AI‑Driven Execution Plan

The agent writes a structured plan describing the exact calls to place, in what order, with constraints and scripts. The orchestrator executes this plan and records outcomes.

{
  "plan_id": "pcc_2025_08_10_T9G7Z",
  "matched_rules": ["payment_failure_escalation", "vip_lead_notify"],
  "calls": [
    {"to": "role:collections_manager", "max_attempts": 2, "cooldown_minutes": 120, "script": "payment_retry"},
    {"to": "contact:customer", "max_attempts": 1, "script": "confirm_resolution"}
  ],
  "constraints": {"window": "08:00-19:00 local"}
}

Triggers, Rules & Recipients

Rules live in your tenant database and are edited in your dashboard. The AI Post‑Call Agent matches those rules to the transcript and writes an execution plan. Recipients (phone numbers and roles) are also managed in your dashboard and referenced by rules.

Keywords & Phrases: e.g., “cancel”, “chargeback”, “urgent outage”.
Intent/Topic: Collections, sales‑ready, escalation, onboarding block.
Sentiment & Frustration: Threshold‑based triggers for outreach.
Data Conditions: Account status, SLA tier, overdue balance, plan type.
Milestone Checks: Missed steps, overdue tasks, incomplete forms.
Time‑Window Logic: Business hours, blackout periods, regional holidays.

Guardrails & Compliance

Consent & DNC: Respect opt‑outs and Do‑Not‑Call lists.
Rate Limits: Per‑contact and per‑team throttles and cooldowns.
Time‑of‑Day Rules: Enforce local calling windows.
Retries & Backoff: Smart re‑attempt schedule with caps.
Escalation Trees: If primary unreachable, try alternates by priority.
Full Audit Trail: Every decision, attempt, and outcome logged.

Config Examples

Define PCC as JSON rules or via our visual builder. Recipients like role:collections_manager resolve to phone lists you manage in your dashboard. Sample policies below.

{
  "name": "Payment Retry Escalation",
  "when": {
    "intent": "payment_failure",
    "sentiment": ["frustrated", "neutral"],
    "conditions": [
      {"field": "billing.status", "op": "=", "value": "overdue"},
      {"field": "attempts.today", "op": "<", "value": 2}
    ]
  },
  "then": [
    {"action": "queue_outbound_call", "to": "role:collections_manager", "template": "payment_retry"},
    {"action": "sms", "to": "contact:customer", "template": "secure_payment_link"}
  ],
  "constraints": {
    "window": "08:00-19:00 local",
    "max_attempts": 3,
    "cooldown_minutes": 120,
    "dnc_lists": ["global_dnc", "client_dnc"]
  }
}

{
  "name": "Missed Onboarding Milestone",
  "when": {
    "intent": "onboarding_status",
    "conditions": [
      {"field": "onboarding.milestone:integration_setup", "op": "=", "value": "overdue"}
    ]
  },
  "then": [
    {"action": "queue_outbound_call", "to": "contact:client_admin", "template": "integration_help"},
    {"action": "notify", "to": "channel:slack:onboarding", "template": "milestone_nudge"}
  ],
  "constraints": {
    "window": "09:00-18:00 client_local",
    "max_attempts": 2,
    "cooldown_minutes": 240
  }
}

Where PCC Fits (Examples)

Lead Qualification

Sales‑Ready

Qualified Lead
Meets criteria

PCC → AE Call
Dial rep with summary

CRM Sync
Stage advanced, task set

Collections

Revenue Recovery

Payment Failure
Detected post‑call

PCC → Manager
Escalation call

Resolution
Receipt & notes

Multi‑Agent Onboarding

Momentum

Milestone Missed
Step overdue

PCC → Client Admin
Nudge call

Progress Update
Dashboard & Slack

After‑Hours Support

Reliability

Unresolved Issue
KB could not fix

PCC → On‑Call
Escalation dial

Ticket Update
SLA timers & notes

Integrations & Operations

Telephony: Twilio orchestration with queueing and status webhooks.
CRMs: Salesforce, HubSpot, or custom endpoints for record updates.
Collaboration: Slack/Teams alerts with deep links.
Service Desk: Zendesk/Jira/ServiceNow ticket updates.
Storage & Audit: Call logs, transcripts, policy IDs, and outcomes.
Analytics: Attempt rates, connect rates, time‑to‑action, outcomes.

Priority & De‑Dupe

Smart Queue

Per‑contact cooldowns and max daily attempts
Merge duplicate triggers into a single high‑context call
Queue priority by risk, value, or SLA tier

Getting Started with PCC

Pick scenarios: Decide where PCC should act first (e.g., failed payments, VIP leads, critical incidents).
Define rules: Build triggers, windows, and guardrails in the PCC Rule Builder or JSON.
Integrate: Enable your CRM, ticketing, and alert channels.
Pilot & measure: Roll out to a small segment and track outcomes.
Scale: Expand to additional use cases and refine thresholds.

Launch a PCC Pilot See PCC inside a full workflow