After the call

Get an email or text-message summary of every call, so you know what happened without listening back.

After each call, your agent can send you a summary of what happened — who called, what they wanted, and any details your agent collected — so you can act on a call without opening the Hub or listening back to it. Open your agent from the Agents list and go to the After the call tab to set it up. You can have email, a text message, or both, and each has its own list of recipients.

The two summaries

• Email summary — the full picture: who called, what they wanted, and any details your agent collected.
• Text message summary — a short version of the same summary, sent to a mobile. Handy for whoever’s on the move.

Set it up

1. Turn a summary on

   Use the switch on the Email summary card, the Text message summary card, or both.

2. Add recipients

   Under Send to, enter an email address or a mobile number. Click Add another for each extra recipient — each summary keeps its own list, so the email can go to the office inbox while the text goes to whoever’s on call.

3. Publish your changes

   Like every edit, this saves to your draft first — click Publish changes to make it live. A summary that’s switched on needs at least one valid recipient before you can publish.

The summary is the highlights. The full record of every call — the transcript, captured details and summary together — is always saved with the session, whether or not you send summaries.