Contact Management
Post-Call Actions
Requests and follow-up work that Fonify can open automatically after a conversation ends.
Post-Call Actions
When a conversation ends, Fonify can create follow-up work from what the caller said. This prevents support requests, callback needs, and unresolved issues from being lost after the call.
What Can Be Created?
- Support tickets
- Callback requests
- Follow-up items
- Priority escalations
Where Do They Appear?
These records appear under Customers > Requests and can be assigned to team members. A single call may produce more than one action.
How Are They Determined?
- The situations that create an action are configured for you during setup and cannot be changed from the panel
- Work that was already completed during the call may still be stored as a record
- One call can legitimately create both a ticket and a callback request
Note
If you need different post-call action logic, contact support.
From the ticket detail, your team can navigate back to the source conversation and inspect the transcript.