> ## Documentation Index
> Fetch the complete documentation index at: https://docs.contactship.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Automate follow-ups

> Create tasks, update your CRM, or schedule another attempt using call results and inbox events. Map data and avoid duplicates.

export const Availability = ({lang = 'es', plan, addon, permission, route, status}) => {
  const L = lang === 'en' ? {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permission',
    route: 'Where',
    status: 'Status',
    addonNote: 'enabled on request',
    allPlans: 'All plans',
    beta: 'Beta',
    nuevo: 'New',
    soon: 'Coming soon'
  } : {
    plan: 'Plan',
    addon: 'Add-on',
    permission: 'Permiso',
    route: 'Dónde',
    status: 'Estado',
    addonNote: 'se activa a pedido',
    allPlans: 'Todos los planes',
    beta: 'Beta',
    nuevo: 'Nuevo',
    soon: 'Próximamente'
  };
  const items = [];
  if (plan) items.push([L.plan, plan]);
  if (addon) items.push([L.addon, `${addon} · ${L.addonNote}`]);
  if (permission) items.push([L.permission, permission]);
  if (route) items.push([L.route, route]);
  if (status) items.push([L.status, L[status] || status]);
  return <div style={{
    display: 'flex',
    flexWrap: 'wrap',
    gap: '6px 22px',
    padding: '12px 16px',
    margin: '4px 0 24px',
    border: '1px solid rgba(2, 82, 255, 0.28)',
    borderLeft: '3px solid #0252ff',
    borderRadius: '8px',
    background: 'rgba(2, 82, 255, 0.05)',
    fontSize: '13.5px',
    lineHeight: '1.5'
  }}>
      {items.map(([k, v]) => <div key={k} style={{
    display: 'flex',
    gap: '6px',
    alignItems: 'baseline'
  }}>
          <span style={{
    fontSize: '10.5px',
    fontWeight: 600,
    letterSpacing: '0.07em',
    textTransform: 'uppercase',
    opacity: 0.65
  }}>{k}</span>
          <span style={{
    fontWeight: 500
  }}>{v}</span>
        </div>)}
    </div>;
};

<Availability lang="en" route="Agents; Inbox automations; your system" />

A follow-up can be a task for a person, a CRM update, or another customer interaction. First choose **the event that makes it appropriate**, then configure the action.

## Choose the mechanism

<Tabs>
  <Tab title="After a call">Receive the [analysis webhook](/en/calls/webhooks). Use the result and extracted data to choose the next step in your backend, n8n, or Make.</Tab>
  <Tab title="From an inbox event">Use [automations](/en/messages/automations): trigger, conditions, and actions. Add notes, move contacts, create tickets, or send a webhook with a custom body.</Tab>
  <Tab title="When someone stops replying">Use [text-agent follow-ups](/en/text-agents/follow-ups), marked **Experimental**. Configure stages, hours, and closure. The closure webhook has its [own contract](/api-reference/follow-up-webhook).</Tab>
</Tabs>

## Recipe: create a task after a call

<Steps>
  <Step title="Define the follow-up decision field">In [Post-call](/en/voice-agents/post-call), add a boolean analysis field such as `requires_follow_up`. Explain when it should be true. Its value arrives at `data.call.call_analysis.custom_analysis_data.requires_follow_up`.</Step>
  <Step title="Configure the receiver and mapping">Publish the agent’s outgoing webhook URL. Keep `data.call.call_id` and, when present, `data.contact.contact_id`. Persist the event before acknowledging receipt, then process the task through a queue or recoverable workflow.</Step>
  <Step title="Check conditions before acting">Allow only the expected call types, exclude tests, and check for a contact. If the analysis field is absent, send the case for review or query the call; do not treat absence as `false`.</Step>

  <Step title="Create the task once">
    Use your own unique key such as `call_id + create_follow_up_task`. Store action state and result durably. Do not rely on temporary memory or mark completion before creating the task.

    Create it in your CRM or use [Create task](/api-reference/endpoint/create-task). That endpoint requires `details`, `brief`, `type`, and `created_by`. Include the contact reference in `details`: `contact_id` currently does not create a persisted association through that operation.
  </Step>
</Steps>

## Map the data

| Destination in your system | Webhook value                                                     | Purpose                                         |
| -------------------------- | ----------------------------------------------------------------- | ----------------------------------------------- |
| Call identifier            | `data.call.call_id`                                               | Correlation and duplicate handling              |
| Contact                    | `data.contact.contact_id`                                         | Find the record; may be absent                  |
| Interaction summary        | `data.call.call_analysis.call_summary`                            | Task description or note                        |
| Follow-up decision         | `data.call.call_analysis.custom_analysis_data.requires_follow_up` | Your configured field, not a standard field     |
| Phone result               | `data.call.call_result`                                           | Distinguish answered, unanswered, and voicemail |
| Recording                  | `data.call.recording_url`                                         | Optional reference                              |

## Choose the next step

| Situation                      | Suggested action                           | Check                                                                      |
| ------------------------------ | ------------------------------------------ | -------------------------------------------------------------------------- |
| Follow-up required             | Create a task or update CRM                | Field present, contact available, no duplicate action                      |
| No answer                      | Schedule another attempt under your policy | Calling hours, attempt limit, cancellation if the customer already replied |
| Payment promise or appointment | Store the extracted date and details       | Validate the date and confirm the information before acting                |
| Failed evaluation              | Create a human review                      | `evaluation_results` present; `unknown` means neither pass nor fail        |

To call again, use [Call a contact](/api-reference/endpoint/make-contact-call) with `schedule`. Store the relationship between original and new attempts. Do not connect every `no_answer` to an immediate call: that would create an unlimited loop.

## Recipe: send conversation data to your CRM

In an inbox rule, choose a trigger such as **Conversation Closed**, add **AI Conversation Analysis** if you need extraction, then **Send Webhook**. Define a **Body template** using the editor’s available variables. `ai.*` variables only exist after the analysis step.

Inspect **Run History → Trigger Payload** and each step’s **Output**. **Replay** executes actions again; the receiver must also recognize duplicates.

<Warning>A test can start calls, send messages, or create real tasks. Use a controlled contact and verify one complete execution before enabling the workflow for everyone.</Warning>

## If the next step is WhatsApp

The voice webhook does not automatically provide `channel_id` or `thread_id`. Get the channel through [List channels](/api-reference/endpoint/get-channels) and choose the correct conversation. When initiating contact or using a template, see [Send template](/api-reference/endpoint/waba-send-template) and [Templates](/en/messages/templates). A call webhook does not itself open a WhatsApp conversation window.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Can I use the result as soon as I start a call?">
    The creation response identifies the request. Wait for analysis delivery or query the record before making a result-based decision.
  </Accordion>

  <Accordion title="Does retrying a webhook make another call?">
    The retry only delivers data again. Your automation could still make another call if it does not deduplicate actions.
  </Accordion>

  <Accordion title="How do I cancel an unnecessary follow-up?">
    Before executing a pending action, recheck the customer’s response, opportunity state, and attempt limits in your system.
  </Accordion>
</AccordionGroup>

## Continue with

<CardGroup cols={2}>
  <Card title="Call types" href="/en/calls/call-types">Separate tests, campaigns, and production.</Card>
  <Card title="Webhook types" href="/en/integrations/webhooks">Choose the right trigger.</Card>
</CardGroup>