Follow-up

After every conversation, ScaleTalk can automatically execute actions. In the Follow-up tab, you define which actions should be triggered after a call. You can use both actions simultaneously — e.g., send an email to your team and update your CRM via webhook in parallel.

9:01

Overview

Post-processing consists of two actions, each activated via + Add:

You can activate and configure both actions independently.

Send Email

Click + Add next to "Send Email" to open the email configuration.

Recipients

Define who should receive the email after the call.

Dynamic Recipients

When you enable Dynamic Recipients, a prompt field appears directly in the email recipient settings. There you write an instruction that determines the right recipient based on the conversation transcript.

Example prompt for dynamic recipients:

Analyze the conversation transcript and identify the responsible
contact based on the topic:
- For technical issues: send to tech@company.com
- For billing questions: send to accounting@company.com
- For product inquiries: send to sales@company.com
- For general inquiries: send to info@company.com
If an email address was mentioned in the conversation, use it preferentially.

Subject

Configure the email subject line.

In the Email Subject field, you can combine fixed text with variables. Click on the variable chips below the field to insert them.

Default variables:

Additionally, you can use all extracted variables from Variable Extraction in the subject — e.g., {{Concern}}, {{Company}}, or {{Category}}.

Examples:

Email Content

Choose from three templates for how the email content is generated:

Summary Instructions (Optional)

If you choose the Summary template, you can customize how the AI creates the summary here. Example:

Focus on action items and customer requests.
Mention any dates or deadlines discussed.
Format as a numbered list.

If you leave this field empty, a standard summary is generated.

Custom Template

With the Custom template, you build your own email template. You can use both the default variables (e.g., {{assistantName}}, {{callDate}}) and all extracted variables from Variable Extraction (e.g., {{Name}}, {{Concern}}, {{Company}}).

The {} icon on the right of the field opens the list of available variables and inserts them on click — that saves typos in the names.

A template that works well in practice puts the extracted values on top and the summary below:

Caller: {{customerName}}
Name (extracted): {{full_name}}
Request (extracted): {{request}}

{{summary}}

At the bottom left, Remove email action deletes the whole email follow-up again. This gives you full control over the email content, allowing you to create, for example, a structured summary with all relevant call data.

Email Settings

Control when emails are sent and what content is included.

Preview and test email

Before going live, Show preview renders the email against a sample call — including unsaved changes. Nothing is sent. Caller, timestamps, summary and variable values are sample data.

Send test email sends a real message to your account's address. Check your spam folder too.

The preview also warns you about the four classic misconfigurations:

Webhook

With a webhook, you automatically send call data after every conversation to an external URL — e.g., to n8n, Make, Zapier, or directly to your CRM. This way, you can automatically process everything that happened in the conversation.

Click + Add next to "Webhook" to open the webhook configuration.

Configuration

After configuration, you can test the webhook directly: Click Test Webhook to send a test request to the URL and verify the response.

What Gets Sent?

Once a call is finished, ScaleTalk automatically sends an HTTP request to your URL. The payload contains all relevant call data as JSON:

• Call ID — Unique identifier of the conversation
• Transcript — Full conversation transcript
• Duration — Call duration in seconds
• Summary — The generated conversation summary
• Extracted Variables — All variables from Variable Extraction (e.g., Name, Email, Concern)
• Phone Number — Caller's number
• Timestamp — When the call took place

With this data, you can trigger any actions in your automation tool — e.g., create a CRM entry, open a ticket, or send a Slack message.

Typical Use Cases

• Log calls in a CRM (Salesforce, HubSpot, Pipedrive)
• Automatically create a ticket in Jira, Zendesk, or Freshdesk
• Write lead data to a database or Google Sheet
• Trigger an n8n, Make, or Zapier workflow

Integration with n8n

n8n is an open-source workflow platform and one of the most common methods for processing webhooks. After every call, n8n receives the call data and can trigger any actions with it.

How to connect ScaleTalk with n8n:

1. In n8n, create a new workflow with a Webhook node (Method: POST)
2. Copy the Production URL of the Webhook node
3. Enter the URL in ScaleTalk under Follow-up > Webhook > URL
4. Click Test Webhook in ScaleTalk to verify the connection works
5. Add your processing logic in n8n

Example Workflow: Teams Notification + HubSpot Ticket

After every call, the following should happen automatically:

• A Microsoft Teams notification is sent to the relevant channel
• A ticket in HubSpot is created with the call data

Webhook > Set (map fields) > Teams (send message)
                            > HubSpot (create ticket)

In the Set node, map the fields from the payload:

Name       > {{ $json.variables.Name }}
Company    > {{ $json.variables.Company }}
Concern    > {{ $json.variables.Concern }}
Category   > {{ $json.variables.Category }}
Phone      > {{ $json.variables.Phone }}
Date       > {{ $now.format('dd.MM.yyyy HH:mm') }}
Duration   > {{ $json.duration }} seconds

This way, your team gets an instant notification in Teams and the customer is automatically logged as a ticket in the CRM — with no manual effort.

Complete Example

Both actions for a fictional trade business:

Send Email:

Webhook:

Result: The team receives an email with a summary and transcript. At the same time, the call is logged in a Google Sheet and Slack is notified.