CRM update
Outcome, reason, conversion signal and summary written to the contact or ticket record through Connect.
After-call workflows
When the call ends, the follow-up starts
Seconds after hang-up, the outcome is on record: green, yellow or red, with the reason and the next step. Your rules turn it into a CRM update, a task, a callback or a message to the teammate who should act.
From hang-up to next step
Seconds, not a queue.
No one has to open the call and read it for the next step to start. The outcome record carries the decision. Insights shows what is trending across every call; after-call workflows act on the call in front of you.
- Hang-up
The outcome is recorded
The moment the call ends, it is labeled against the agent's outcome standard: green, yellow or red.
- Seconds later
The record is complete
Outcome, confidence, reason, sentiment, conversion signal, flags, handover status, next step and a summary are all set.
- Rule matched
Your rules read the record
Per agent type, a red outcome, a hot lead or a low-confidence label routes to a different action than a routine green.
- Fires automatically
The next step happens
CRM update, callback, task, webhook, team alert or customer message, without anyone reading the transcript first.
The outcome record
One record, enough to act on.
This is the same end-of-call record Insights reports on. After-call workflows read it the instant it is written and decide what happens next.
- Outcome, green, yellow or red, with a confidence level for the label itself
- Conversion signal for sales, qualification and appointment agents
- Reason, sentiment and the next step the customer agreed to
- Flags, and whether the call was handed over to a person
OutcomeRed · confidence high
Conversion signalNot applicable, support line
ReasonComplaint · billing dispute
SentimentNegative
Next stepCallback from the team · phone · scheduled
FlagComplaint
Handed overYes
SummaryCustomer disputes a duplicate charge. The agent could not resolve it on the call and handed over with full context.
Actions you can wire
Point the record at what should happen.
Each of these reads from the same outcome record. None of them wait for someone to open the call.
Callback scheduled
A follow-up call queued in Reach for a time the customer named, or the next allowed slot for a yellow outcome worth retrying.
Task or ticket
A support or ops ticket opened with the summary, reason and handover context already filled in.
Webhook
The full record, or the fields you choose, sent to your endpoint the moment the call ends.
Alert on a red outcome
A complaint or a warning flag reaches the teammate who owns it directly, instead of waiting to be found on a dashboard later.
Hot-lead alert
A lead that just said yes reaches the rep who owns the account, with a short brief and a priority, by SMS, email or WhatsApp.
Customer message
An SMS, WhatsApp or email follow-up triggered by the outcome, for example the offer details after a quick yes.
Tag and segment
The contact is tagged and moved into the list its outcome belongs in, so the next campaign or report already reflects it.
Team alerts
Good news should not wait in a dashboard.
A complaint reaches its owner, and so does a lead that just said yes. Each alert carries a short brief and a priority, so the teammate knows what to do first.
The outcome lands seconds after hang-up.
A rule picks the calls worth acting on today.
One brief: who, what, how urgent.
SMS, email or WhatsApp, to the account owner.
What lands on the phone
One screen, enough to decide.
A freight qualification call ends well. Seconds later, the sales rep who owns the account has the brief on their phone.
Messages · Freight sales lead
DRINGPositive call, confidence high. Trades with two European countries and is comparing providers now.
High priority
DRINGFreight sales lead
Freight qualification call, positive outcome
Trades with two European countries, steady monthly shipments, comparing providers now. Full brief attached.
Call today- Who called and what they need, taken from the call summary, never retyped from the transcript
- A priority from the rule your team sets: call today, or call when convenient
- The fields that matter in your sector, like trade lane or property type: examples below
- Sent to the teammate who owns the account; the owner comes from your CRM
- When the teammate acts, the call placed or the note added is logged on the same record
What the brief can carry
The alert fields change with the sector.
Summary, reason, sentiment and the outcome are on every call record. Sector fields are added for your agent with your team before it goes live, and they return the same way as any other analysis field.
| Sector | Example fields in the alert | Where they come from |
|---|---|---|
| Freight | Trade lane countries, shipment volume pattern, stage of choosing a provider | Trade lane from the call summary and reason; volume and stage as fields added for your agent |
| Real estate | Property type, budget mentioned, decision timeline | Property type from the summary and reason; budget and timeline as added fields |
| Healthcare | Treatment interest, payment route mentioned, urgency of need | Treatment interest from the summary; urgency from sentiment and outcome confidence; payment route as an added field |
| B2B distribution | Product category, order size hint, current supplier mentioned | Product category from the summary and reason; order size and current supplier as added fields |
Rules per agent type
The same outcome means a different next step.
A red outcome on a support line and a red outcome on a collections line should not trigger the same reaction. Rules are set per agent type, not once for the whole account.
Resolve, or hand it to a person
Green closes quietly with a CRM update. Yellow opens a ticket for a follow-up. Red, an unresolved complaint, opens a ticket and alerts a teammate together, like the record above.
Only an informed yes moves the deal
A clean, informed green alerts the rep who owns the account, marked call today, and updates the CRM. If the customer said yes before hearing the details, the details go out by message instead. Red tags the contact as not interested, with no callback queued.
Escalate the refusal, not the hesitation
A confirmed payment is a quiet CRM update. Hesitation or a promise to pay schedules a callback. An outright refusal alerts a teammate and opens a ticket for escalation.
Human in the loop
Automatic does not mean unattended.
Automation decides what should happen next; a person still owns the outcomes that matter most.
Every red outcome has an owner
The rules for each agent type name the teammate who is alerted on a red outcome. The alert goes out alongside any other action the rule fires.
Low confidence waits for review
When the confidence level for the label is low, the record is flagged for a person to confirm before it is treated as final.
Each action is switched on explicitly
A CRM write, a ticket or a customer message is enabled one by one, under the same read-only-by-default rule used across the platform.
A person can correct the record
Before an outcome reaches the next campaign list or a live CRM field, a reviewer can correct it, the same way a QA reviewer works in how DRING tests agents.
FAQ
After-call workflow questions.
What decides whether an action fires automatically or waits for a person?+
The outcome color, the confidence level and the rule set for that agent type. A red outcome alerts the teammate your rule names. A low-confidence label waits for a person before anything is written to a live system.
Can we define our own rules per agent type?+
Yes. Rules are configured with your team against the outcome standard for each agent type, and one call can trigger more than one action, for example a ticket and a team alert together.
Does a good call alert anyone?+
Yes, when your rule asks for it. A positive outcome at the confidence level your team trusts can alert the account owner with a priority, so a hot lead is called while it is still warm. Not every green outcome has to send a message.
How is the priority decided?+
By a rule set with your team for each agent type. It reads the outcome confidence and the signals already in the record, then marks the alert call today, or call when convenient.
Which channels carry team alerts?+
SMS, email or WhatsApp, sent to the teammate who owns the account. Who owns the account stays in your CRM.
Can the alert fields be set for our sector?+
Yes. Summary, reason, sentiment and the outcome are on every call. Sector fields, like trade lane or property type, are added for your agent with your team before launch.
What happens if a wired action fails, like a CRM write?+
The failure is logged against the call for the team to review rather than being silently dropped. The outcome record itself is not lost.
How is this different from in-call actions, Insights and Notif?+
In-call actions happen while the caller is still on the line: a booking, a link, a payment or a handover. Insights looks across many calls for trends. Notif starts from an event in your system and messages the customer before any call. After-call workflows act on the single call that just ended, in seconds, and tell your own team.
Let the outcome decide the next step.
Send the form and DRING calls you in two minutes, says it is an AI and asks about your workflow. The team then maps the rules for each of your agent types.