Post Call Web Hook - Send Call Transcript and Trigger Workflows

 

 

Setting Up a Post Call Webhook for Transcripts and Notifications or Trigger Automation

Objective

To provide a clear and concise procedure for team members to set up a post call webhook that sends transcripts, triggers workflows, and sends notifications via SMS or email after a call has ended. This SOP aims to minimize misunderstandings and errors while maximizing productivity and accuracy in task execution.

Key Steps

1. Open High-Level Windows:

   • Open two separate windows in your high-level account.

   • In the first window, navigate to the Assistance Menu.

   • In the second window, navigate to the Automation Menu.

2. Create Workflow:

   • In the Automation Menu, click on Create Workflow and select Start from Scratch.

   • Name the workflow (e.g., "Post Call Webhook").

3. Set Up Inbound Webhook:

   • Select the Inbound Webhook action (this is a premium action).

   • Copy the generated webhook URL.

   • Caution: Do not close or save this window yet; keep it open for the next steps.

4. Configure Assistant Settings:

   • In the first window, go to the Assistant section and select the assistant you wish to use (e.g., "New CS Rep").

   • Navigate to Call Settings and locate the Post Call Webhook field.

   • Paste the copied webhook URL into this field.

5. Trigger the Webhook:

   • Click to trigger the webhook.

   • Wait for the triggering arrow to turn green, indicating that the data has been sent successfully.

6. Fetch Sample Requests:

   • Return to the Automation window and click on Fetch Sample Requests to view the data.

   • Acknowledge the payload that appears.

   • Save the trigger.

7. Delete Unnecessary Contact Creation:

   • High Level may prompt you to create a contact; click the red button to delete this prompt and hit Save.

8. Data Mapping:

   • Use the Contact ID function to find the contact associated with the webhook.

   • Map the data accordingly to ensure correct information flow.

9. Set Up Notifications:

   • Decide on the type of notification you want to send (e.g., email, SMS, internal notification).

   • For email notifications, set the subject (e.g., "Call Summary") and include relevant information such as the recording URL or full transcript.

   • For SMS, configure the message to be sent after the call ends.

10. Customize Further Actions:

    • You can add tags, remove tags, or trigger additional workflows based on the call outcome.

    • Include links for bookings or document uploads as necessary.

11. Finalize and Test:

    • Review all settings and configurations.

    • Test the workflow to ensure that all notifications and actions are triggered as expected.

Cautionary Notes

• Ensure that the webhook URL is not closed or altered before it is pasted into the assistant settings.

• Double-check mappings and notifications to prevent sending incorrect information to contacts.

Tips for Efficiency

• Use clear and descriptive names for workflows and notifications to make it easier for others to understand their purpose.

• Regularly review and update the workflows to adapt to any changes in processes or team needs.

• Document any changes made to the SOP for future reference and training purposes.

By following these steps, team members can effectively set up a post call webhook, ensuring that transcripts and notifications are sent accurately and promptly after calls.

Link to Loom

https://loom.com/share/4c19d7cd03c342e38c89845f1f84af02?src=composer