Overview
Post-Call Analysis allows administrators to configure what Joy should do after an AI Receptionist call is completed.
After each call, Joy reviews the conversation and can identify important information such as:
Why the caller reached out
Whether follow-up is needed
The urgency of the request
Important details mentioned during the conversation
Based on these instructions, Joy can automatically take actions such as:
Sending email notifications
Sending SMS alerts
Triggering external systems through webhooks
Administrators can customize these behaviors by creating prompt-based rules that tell Joy when and how to respond.
How Post-Conversation Actions Work
The process works like this:
A caller speaks with Joy.
The conversation is completed and the transcript is generated.
Joy reviews the conversation using the configured Post-Conversation Analysis prompt.
Joy determines whether any follow-up actions are needed.
If conditions are met, Joy performs the configured action.
Example:
"If a caller reports a maintenance issue, send an email to the maintenance team with the details."
During a call:
Caller: "My air conditioner has stopped working in my room."
Joy identifies:
Intent: Maintenance issue
Follow-up required: Yes
Priority: Medium
Action:
Email maintenance team with call summary and details.
Configuring Post-Conversation Analysis
Administrators can configure Post-Call Analysis from two locations:
Settings → Group Admin Settings → AI Analysis
or
Receptionist → Settings → Post-Call Analysis
The main configuration area allows administrators to define:
Main Analysis Prompts
This prompt tells Joy how to review calls and when actions should be created.
Effective prompts should include:
The situations Joy should look for
Who should receive notifications
The type of notification to send
Examples of expected behavior
Creating Effective Notification Rules
The best results come from clear, specific instructions.
Instead of: "Send emails when needed."
Use: "If the caller reports a maintenance issue involving a resident room, send an email to maintenance@example.com. Include the resident name, room number, issue description, and urgency level."
Specific rules help Joy understand when an action should occur.
Email Notifications
Joy can automatically send email notifications when a call requires follow-up.
Common examples:
Maintenance Requests
Prompt example:
Email Rules:
- If a caller reports a maintenance problem such as plumbing issues, broken appliances, heating/cooling problems, or room repairs, create an email action.
- Send the email to maintenance@example.com.
- Include:
- Caller name
- Resident room number if available
- Description of the issue
- Urgency level
Do not send an email for general questions that do not require maintenance follow-up.
Example use cases:
Broken equipment
Room issues
Facility repairs
Environmental concerns
Dining Requests
Prompt example:
If a caller asks about dining schedules, menus, meal options, or dietary concerns:
- Create an email action to dining@example.com.
- Include the caller's request and any relevant details.
- Do not create an email for general conversations.
Example use cases:
Menu questions
Meal preferences
Dietary requests
Safety Concerns
Prompt example:
If a caller reports a safety concern, urgent resident issue, or situation requiring immediate attention:
- Create an email action to director@example.com.
- Mark the action as high priority.
- Include a brief summary of what happened and recommended next steps.
Example use cases:
Safety concerns
Resident complaints
Urgent requests
SMS Notifications
SMS is useful for situations where staff need a faster response.
Examples:
Urgent Resident Follow-Up
Prompt example:
SMS Rules:
- If a caller reports an urgent resident concern requiring immediate attention:
- Send an SMS notification to the on-call staff phone number.
- Keep the message short.
- Include:
- Resident name if available
- Reason for the alert
- Recommended action
Only send SMS notifications for urgent situations.
Example: "Urgent: Resident in Room 204 reported a fall concern. Please review the call details immediately."
Webhooks and External Integrations
Post-Call Analysis can also trigger webhooks, allowing Joy to send call information to external systems.
This can be used to:
Create support tickets
Create maintenance requests
Update external workflows
Notify third-party systems
Example:
Webhook Rules:
When a caller reports a maintenance issue:
- Create a webhook action.
- Send the request to the maintenance system.
- Include:
- Issue description
- Room number
- Caller information
- Call summary
Example workflow: Caller reports broken sink → Joy identifies maintenance issue → Webhook creates maintenance ticket automatically.
Multiple Actions from One Call
Joy can perform multiple actions after the same call.
Example: A resident reports a possible safety issue.
Joy can:
Send an email to the administrator.
Send an SMS to on-call staff.
Create a ticket through a webhook.
Example prompt:
For critical safety issues:
- Send an email to director@example.com.
- Send an SMS notification to the on-call team.
- Create a webhook action for the incident management system.
Best Practices for Writing Prompts
Be specific about triggers
Good: "If the caller reports a medication concern, notify nursing staff."
Avoid: "Notify staff about important calls."
Define who receives notifications
Good: "Send maintenance requests to maintenance@example.com."
Avoid: "Send this to the appropriate person."
Include examples
Examples help Joy understand expected behavior.
Example:
Maintenance examples:
- Broken air conditioner
- Water leak - Electrical issue
- Broken furniture
Do not include:
- Questions about facility hours
- General conversations
Avoid unnecessary notifications
Not every call requires follow-up.
Example:
Only create actions when the caller requires assistance, follow-up, or staff involvement.
Do not create actions for:
- Friendly conversations
- General greetings
- Completed information requests
Example Enterprise Workflows
Assisted Living Facility
Scenario: Resident reports a broken TV.
Joy:
Identifies maintenance request
Emails maintenance team
Includes room number and issue details
Front Desk Support
Scenario: Family member asks about visiting hours.
Joy:
Answers the question
No notification is created
Emergency Escalation
Scenario: Caller reports a resident safety concern.
Joy:
Identifies urgency
Sends SMS alert
Emails administrator
Creates incident webhook