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What is a Post-Call?

In NLPearl, a post-call is a structured summary generated after each phone conversation handled by Pearl. It centralizes all key information captured before, during, and after the call to ensure full traceability, improve quality, and support human follow‑up when needed.

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What Does the Post-Call Include?

A post-call provides multiple key sections to review and analyze the outcome of a conversation:

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Call ID

A unique identifier for each call, displayed at the top right of the page. It allows you to quickly reference or search for a specific call across the system.

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Call Details

This section shows essential information about the call itself, including:

Call Duration

Total time of the call.

Date & Time

When the call took place.

Call Status
The technical status of the call (whether the user answered or not). Possible values include:

  • In Progress
  • Completed
  • Busy
  • Failed
  • No Answer
Call Status refers to the telephony-level result of the call connection, such as whether the call was picked up, missed, busy, or failed to connect.

Conversation Status
Indicates the outcome of the conversation from a business or process perspective. Possible values include:

  • Voice Mail Left (only visible for outbound activities)
  • Need Retry (only visible for outbound activities)
  • Unreachable (only visible for outbound activities)
  • Call Successful
  • Not Successful
  • Completed

Important distinctions about Conversation Status:

  • Voice Mail Left, Need Retry, and Unreachable are only shown for outbound activities; these statuses are not applicable for inbound calls.

  • The difference between Successful, Not Successful, and Complete depends on whether a Success Definition was configured when creating the Pearl:

    • If a Success Definition was configured:
      • Successful → the Success Definition criteria were met during the conversation.
      • Not Successful → the conversation did not meet the Success Definition criteria.
    • If no Success Definition was configured:
      • Complete → the conversation was completed without any Success Definition evaluation.
For more information on Success Definitions, see How to Create a Pearl – Step 4: Flow Configuration.

Tags
The list of tags defined during the last step of the Pearl creation process. These tags represent key topics or categories you chose when setting up the Pearl configuration.

For more information on setting up tags, see How to Create a Pearl – Step 4: Flow Configuration.

Events
A log of the actions triggered by Pearl during the call. Each event includes a timestamp and details about the action.
Possible event types include:

  • Call Transferred: The call was transferred.
  • SMS Sent: A text message was sent to the customer.
  • API: An API was triggered during the conversation.
  • Email Sent: An email was sent during the call.
  • Appointment Booked: An appointment was booked in the calendar.

Sentiment Analysis
An automatic classification of the customer’s tone and emotional state throughout the conversation. Possible sentiment values include:

  • Positive
  • Slightly Positive
  • Neutral
  • Slightly Negative
  • Negative

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Summary

A concise, human‑readable recap of the conversation, generated by Pearl. This includes:

  • What the customer requested
  • What was confirmed or declined
  • The overall outcome of the interaction

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Transcript

A full text version of the conversation between the customer and Pearl. Always available. Useful for:

  • Reviewing the interaction
  • Auditing purposes
  • Training and improvement

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Call Information

This section displays structured variables captured before or during the call, corresponding to the dynamic data collected through the Pearl configuration.
Examples:

  • Delivery type
  • Selected options (e.g. “Dessert: Cheesecake”)
  • Customer preferences

Variables displayed here are based on those defined in your Pearl configuration.

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Recording

The recording is accessible directly from this page, allowing you to listen to the entire conversation again for audit, training, or operational purposes.

If you wish to disable call recording, you can manage this setting from the activity configuration (whether inbound or outbound).
👉 For more information on recording settings, see Inbound Recording or Outbound Recording.

If you’re unable to listen to your recording and you imported a phone number from your Twilio account by connecting it to the platform, it is possible that you cannot access the recording because you have not disabled the ‘HTTP Basic Authentication’ option in your Twilio settings. For more information see Disable HTTP Auth from Twilio

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Why the Post-Call Matters

Traceability

Every call leaves a documented trace for accountability.

Faster Follow‑Up

Helps support and operations teams follow up efficiently with customers.

Quality & Analytics

Enables continuous improvement through quality review, sentiment tracking, and conversation analysis.

Auditing & Compliance

Provides an auditable record of AI-driven conversations to meet regulatory or internal policy needs.

By consolidating all these elements, the Post-Call Activities page provides a complete overview of each AI-handled conversation, ensuring transparency, traceability, and actionable insights for your team.