Email confirmation after the call, sent by your voice agent on its own

Your agent can send emails at two moments. During the call, as soon as something happens, such as the appointment being booked. And after the call, once Lera has gone over it.

Picture a hair salon. A client rings to book for Friday afternoon. The agent finds a slot, books it and, before saying goodbye, sends her an email with the day and time. After the call, if she was ringing to cancel or to complain, the manager gets another email. If it was an ordinary booking, nothing arrives.

Today the agent's messages go by email. In the panel you will also see SMS and WhatsApp marked «soon», because they cannot be used yet.

A call brings the caller's number, not their email address. To send the confirmation to the client, the agent has to ask for it and store it in a variable, which is a named piece of data that fills up during the call, such as email or date.

That is why, for an email, sending it to the caller does not work, because that option is meant for messages to a phone. Pick To whatever a variable says and type the variable's name without braces, for example email. To let someone on your team know, pick the fixed destination option and enter their address.

The email leaves from our domain, but with your business name and without Lera's branding, and replies come to you. You set this in Integrations, under Agent email, with Sender name and Reply to. If you leave it empty, it goes out with your account name and no reply address.

You do it in a conversational flow, which is an agent that takes the call through stages, like a form filled in by talking.

First, the client's email address. In a conversation stage the agent asks for it, and an Extract data node stores it in the email variable. An address dictated over the phone is easily misheard, so it is worth having the agent read it back before moving on.

After the stage that books the appointment, add a Send message node. It sends the email as soon as the call enters it, without the agent having to decide anything.

Under How it is sent pick Email, and under Who writes the text leave You write it. Add a Subject, such as «Your appointment at the salon», and under Text something like this. «Your appointment is confirmed for {{date}} at {{time}}. If you cannot make it, give us a call and we will move it.» The words in double braces are your flow's variables, and Lera fills in what was collected during the call.

Under Who it goes to pick To whatever a variable says and type email under Destination.

Two arrows leave the node, and you need both. One for when it went out, with the exact rule {{__mensaje_enviado}} == "true", and one for when it did not, with {{__mensaje_enviado}} == "false". On the failure one, the agent can ask for the address again or tell her the booking is made even though the email did not go out. If no arrow checks whether it went out, the panel warns you, because the agent would carry on as if it had sent it. If you would rather not touch the canvas, ask Maite, the panel's assistant.

With a single-prompt agent, one set of instructions with no stages, this send is not added from the panel but by asking Maite, and it cannot go to the address the client dictates. To write to her, use the email after the call.

On the agent's page, open Actions when the call ends, click Add and pick Send an email. These actions run after the Post-call analysis, the section where Lera rereads the call and fills in the details you ask for, so they can decide using those details.

For the salon, first create a reason field in Post-call analysis, of type list of options, with appointment, change, cancel and complaint.

In the action, open Configure conditions, click Add and pick A value from the call. Choose reason, the equals option (=), and type cancel. Add another one with complaint. At the top pick Any, so one of the two is enough. With All, every condition would have to be met at once.

There are two more kinds of condition. How the call ended, for example whether it was handed over to a person or voicemail picked up, and Call status, completed or failed. With no condition at all, the email goes out on every call.

Add a Subject, leave Static Sentence under Content and write the alert, for example «Reason for the call, {{reason}}. {{call_summary}}». The call_summary variable is the summary Lera writes of every call. Under Send to, pick the fixed destination option, enter the manager's address and save.

For an email on every call with the name, phone number and summary, Email me about each call is already set up in the same menu, and we cover it in the article on automatic call summaries.

After the call you can also write to the client. Create the email, date and time fields in Post-call analysis, of type text, and a Send an email action with Send to set to To whatever a variable says and email as the destination.

Give it three conditions with All, email has a value, date has a value and time has a value. After the call, a detail that did not come up stays empty, and without these conditions the email would go out with a gap where the time should be.

It works with a flow and with a single prompt. The difference is that during the call the agent can read the address back to the client, and after the call it can no longer ask her anything.

Inside each action you have Try it on a call. You pick a call from your history and it tells you whether the email would have been sent, to whom and the exact text, with the details filled in. If it would not have gone out, it tells you why. It sends nothing, and it tests what you have saved on the agent, so save your changes first.

The panel's text and audio tests do not send any real email either. What you do see is whether the send is set up wrong. If the text is missing a detail, the test takes the failure arrow, just as a real call would.

If a variable in the text has no value during the call, the email is not sent. Better that it does not arrive than that it arrives saying «your appointment is on {{date}}», braces and all.

After the call, always use Static Sentence. There is no conversation left by then, and a text the agent had to write would not go out.

At most 3 emails go out per call and 200 a day, counting those sent during the call and after it. It is the safety net so an agent that gets stuck does not send emails non-stop.

An Administrator or an Editor sets this up. A Viewer can see it but not change it.

A confirmation of what the client has just asked for is a service message. An offer or a promotion is marketing, and the law requires the person to have agreed to receive it beforehand.

Can I notify two people? Yes. Each send goes to a single address, so you add one per person. After the call you can have up to 10 actions per agent.

What about SMS or WhatsApp? Not yet. Today the agent's messages go by email.

Does sending emails cost more? There is no separate price for emails, and they come with every plan. If you take out a plan, the Custom function after the call, the one that sends the details to your system, comes from Professional upwards.

How much does it cost to try? €20 free credit, no card needed. Create your agent and use Try it on a call to see which email would have gone out before anything reaches your clients.

Can Lera set it up for me? Yes. If you would rather the Lera team created the agent, we will give you a quote.