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Post-Call cover
Post-Call cover

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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.
Call ID location in the post-call view

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Call Details

This section summarizes the essential metadata captured during the call, such as timing, the Pearl version used, credits consumed, and the overall outcome.
Some fields are conditional: Lead Name appears for outbound calls, Transfer Duration only when the call was transferred, Queue Duration only when the caller was queued, and SMS Credits Used only when at least one SMS was sent.
Call Details section in the post-call view
Call Status
The technical status of the call (whether the user answered or not), shown as the Status field in the Call Details section above. Possible values include:
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. It is shown as a colored badge in the header, next to the caller and receiver numbers. Possible values include:
Conversation status badge and phone numbers in the post-call header
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.
Tags in the post-call view
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, the action details, and an execution status. The Events row in Call Details is a shortcut — click View to jump straight to the Event Log. Possible event types include:
Each event carries an execution status: the HTTP status code for API calls, otherwise sent / failed, with a possible error state (SMS, email, API, transfer, or booking error).
Events shortcut in the post-call view
Sentiment Analysis
An automatic classification of the customer’s tone and emotional state throughout the conversation. Possible sentiment values include:
Sentiment analysis in the post-call view

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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
Summary in the post-call view

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Transcript & Event Log

A toggle at the top of the right-hand panel switches between the Transcript and the Event Log. Transcript — a full text version of the conversation between the customer and Pearl. It is structured into three blocks separated by dividers: Pre-call events → In-call messages → Post-call events. Timestamps are clickable and jump to the matching point in the recording. Useful for reviewing the interaction, auditing, and training.
Transcript in the post-call view
Event Log — a chronological view of all actions triggered by Pearl during the call. Each entry shows the action type (API call, SMS, email, transfer…), its execution status, and contextual data, so you can verify that every automated operation ran and inspect its output.
Event Log in the post-call view

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Variables

This section, labeled Variables in the UI, displays the structured data captured before or during the call, corresponding to the dynamic values 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.
Call information variables in the post-call view
You can learn more about creating variables in the Pearl here.

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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. Clicking a timestamp in the Transcript seeks the player to that exact moment.
Recording player in the post-call view
The audio player only appears when the Call Status is Completed and recording is enabled for the activity.
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
Navigation & shortcuts — a few actions make it faster to move around and act on a call:
  • Open the linked Lead — for outbound calls, open the lead’s details in a popover directly from the call.
  • Move between calls — use the on-screen arrows or the ↑ / ↓ keyboard keys to jump to the previous or next call without leaving the post-call view.
  • Jump to the Event Log — click View on the Events row in Call Details to switch straight to the Event Log tab.

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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.