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Call results

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After the call - Call results decides what is extracted from every finished call. Who gets told is Alerts. Neither tab is a separate “Analysis Agent” - do not create one.

In the rail, Alerts sits above Call results. Open Call results for the extract; open Alerts for notifications.

If you skip this tab, Calls is just a recording list with no columns to filter, and Call Memory stays locked until Call Summary is on here.

Call results with analysis properties and Call Summary
call-resultsExpand

First setup - summaries first, then only the columns you will use

Section titled “First setup - summaries first, then only the columns you will use”

  1. Open After the call - Call results

    Onboarding already turns on a few analysis properties (for example Is Urgent, Request, Client Name, Asked Callback). Filter the list with Active, All, Recommended, and Custom. That is enough to scan Calls. Do not add more until you will filter or automate on them.

  2. Turn Call Summary on

    This is what Knowledge - Call Memory reads. If you want “you called Monday,” the summary must be on. The guidance field tells the model how to write the summary (language of the dialogue, focus on what the caller said).

  3. Open Advanced - Analysis Configuration

    Useful controls:

    Advanced Analysis
    Optional free-form analysis prompt (output language usually matches the call).
    Minimum call duration (seconds)
    Skip analysis for pocket-dials and instant hang-ups. Production often defaults to 5 seconds. Raise it if short junk calls still get analyzed.
    Excluded phone numbers
    Numbers that should never be analyzed.

    Alerts can add a second duration floor - the longer one wins. Webhooks ignore both floors and always POST.

    Recording can be off and you still get a summary. You just cannot play the audio.

  4. Do not add properties yet unless you will filter on them

    The summary is for humans. Properties are for columns, tasks, and automations. Click + Add analysis property when you will act on the value. Prefer items under Recommended before inventing a blank custom field. Write each instruction as a grader would: “Yes if they asked to be called back today.” Required properties empty out on short or junk calls, so keep the set small.

    Default value (under the property’s Advanced section) is a fallback, not a starting value. It is saved only when the analysis can’t produce a value: the call was shorter than the minimum duration, wasn’t answered, had no caller speech, or the AI left the field empty. It never replaces a value the AI found. Use it so filters and automations see “No” or “Unknown” instead of a blank on those calls.

  5. Auto-create tasks - only if someone works the Tasks board

    Kinds you can toggle: Callback, Meeting, Reminder, To-do, and Call. Leave every kind off if you do not want the board filling itself. How the AI decides, who gets the task and how callbacks merge: Tasks.

  6. Prove it

    Try this agent, talk for longer than Minimum call duration, hang up. Open Calls and the finished call - you should see analysis/summary content once the call clears the minimum. If Call Memory is still locked on Knowledge, you did not save Call Summary here.

    Calls detail after a finished test call
    call-results-proveExpand

Property types - pick the type that matches the answer

Section titled “Property types - pick the type that matches the answer”

Each analysis property has a type. The type decides what the AI can write, how the Calls column filters, and what your automations receive. Pick it from the answer you expect, not from the wording of the question.

Text
Free wording: a request, a name, an address, a product. Use it only when the answer really is free text.
Yes/No
Any true/false question: urgent, asked for a callback, known customer, wrong number. Filters and automations can test it directly.
Number
Counts and amounts: people attending, amount promised, quantity.
Date
A calendar date (YYYY-MM-DD): appointment date, payment date.
Time
A time of day (HH:MM, 24h): appointment time, best time to call.
Choice
One answer from a fixed list you define, for example hot / warm / cold. Use it when the answer has a few known outcomes.
List
Several values of one type, for example every product mentioned.
Object
A group of named sub-fields, for example an order line with product and quantity.

A yes/no question belongs in Yes/No, not Text. As Text, the same answer comes back as “true”, “Yes”, “Ναι” or a sentence, and filters and automations miss it. Write the instruction as a grader would: “Yes if the number is in the campaign list, No otherwise.”

Required tells the AI to always give a value. Leave it off for facts that may not come up in the call, such as an address or past purchases from a caller you don’t know. Otherwise the AI has to write something, and it may guess. To get “No” or “Unknown” instead of a blank, set a Default value.

Remember for this contact saves the value on the caller’s contact. On that contact’s next call the agent already knows it, and the next analysis keeps it unless the conversation shows it changed. Use it for facts that stay true across calls: name, address, customer number. Leave it off for facts about this call only: urgency, the request, the outcome.

From a chat, the same fields are set with update_agent_settings (section "analysis"): type is string, boolean, number, date, time, enum, array or object, plus required and isConstantForContactEntity (Remember for this contact).

What “broken” looks like

Section titled “What “broken” looks like”
  • No summary - summary off, or the call was shorter than Minimum call duration (seconds).
  • Memory still locked - you looked at Alerts and never turned Call Summary on here.
  • Tasks exploding - every auto-create kind is on. Turn off the kinds nobody works.
  • A yes/no column you can’t filter - the property is Text. Change it to Yes/No.
  • Made-up names or addresses - the property is Required for a fact the caller never gave. Turn Required off.

Troubleshooting

Section titled “Troubleshooting”
The call has no summary

Summary is off, or the call was shorter than Minimum call duration (seconds) under Advanced - Analysis Configuration. A one-second hang-up will not produce a rich summary.

Call Memory is still locked

Come back here and turn Call Summary on (or use the lock banner on Knowledge). Alerts does not unlock memory.

Do I need an Analysis Agent?

No. Call results on this agent is the analysis. A separate Analysis Agent is not a product you create.

Next Steps

Section titled “Next Steps”
Alerts - email, SMS, or webhook after the extract.Knowledge - Call Memory, once the summary is on.Recording & Privacy - playback is separate from the summary.