Extract insights with post-call analysis

Post-call analysis turns raw conversations into structured, machine-readable data. You define the fields you want — customer email, issue resolved, sentiment, appointment date — and after every call, Verbeo’s AI reads the transcript and extracts the values. The results are delivered to your webhook URL in the call_analyzed event, ready to push into your CRM, trigger workflows, or feed a dashboard.

How it works

Every call goes through three lifecycle stages, each of which fires a webhook event:

Call answered     → call_started   (immediate)
Call disconnects  → call_ended     (immediate)
Analysis finishes → call_analyzed  (usually within seconds of the call ending)

call_analyzed is the event that carries your extracted data. Verbeo sends it once the summary and analysis are ready — usually within seconds of the call ending. If generating them fails, Verbeo keeps retrying and the event can take up to 3 hours; it is still sent only once (see Timing). call_analyzed is sent for every completed call: if post-call analysis is turned off, or the AI cannot fill any field, the event still arrives with analysis_data set to null.

Configure extraction fields

Open your agent in the dashboard, scroll to Post-Call Analysis, and toggle it on. Then click Add Field for each piece of data you want extracted. Each field has five settings:

Setting	Description
Name	The JSON key in `analysis_data` (snake_case recommended, e.g. `issue_resolved`)
Description	Plain-English instructions the AI follows. This is the most important setting — be specific.
Type	`string`, `number`, `boolean`, or `enum`
Required	Flags the field in your system if the AI returns `null` — does not force the AI to invent a value
Choices	For `enum` type — the allowed values (up to 30)

Example field configuration

Here is a configuration for a customer support agent that tracks issue resolution and caller sentiment:

{
  "postCallAnalysis": {
    "enabled": true,
    "fields": [
      {
        "name": "issue_resolved",
        "description": "True if the agent fully resolved the customer's issue during the call. False if the issue was escalated, unresolved, or requires a callback. Null if no specific issue was discussed.",
        "type": "boolean",
        "required": true
      },
      {
        "name": "issue_category",
        "description": "The primary category of the customer's issue. Choose the closest match from the available options.",
        "type": "enum",
        "choices": ["billing", "technical", "shipping", "returns", "account", "other"]
      },
      {
        "name": "customer_email",
        "description": "The email address the customer provided verbally. Normalize to lowercase. Return null if no email was mentioned.",
        "type": "string"
      },
      {
        "name": "callback_requested",
        "description": "True if the customer explicitly asked for a callback or follow-up call. False if they did not.",
        "type": "boolean"
      },
      {
        "name": "sentiment",
        "description": "The overall emotional tone of the caller across the whole conversation. Choose positive if cooperative and satisfied, neutral if flat or transactional, negative if frustrated or dissatisfied.",
        "type": "enum",
        "choices": ["positive", "neutral", "negative"]
      }
    ]
  }
}

Write descriptions the same way you would write instructions for a human analyst reading the transcript. Tell the AI exactly what counts as a value, what to do when the data is ambiguous, and when to return null.

The `call_analyzed` webhook event

When analysis completes, Verbeo sends a POST to your webhookUrl with the following shape. The analysis_data object contains exactly the fields you configured, keyed by the names you chose.

{
  "event": "call_analyzed",
  "call_id": "b7a3c1e4-94f2-4c9d-a8e0-5d9f6c2a1b34",
  "agent_id": "agent_f3a2b1c4e5d6",
  "timestamp": "2026-04-17T11:07:05.000Z",
  "payload": {
    "status": "analyzed",
    "data": {
      "id": "b7a3c1e4-94f2-4c9d-a8e0-5d9f6c2a1b34",
      "workspace_id": "5c1d9b27-3e4a-4f8b-bc12-7a9e0d4f6b1a",
      "agent_id": "agent_f3a2b1c4e5d6",
      "call_type": "outbound",
      "from_number": "+15550100001",
      "to_number": "+15550100002",
      "status": "completed",
      "duration": 207,
      "started_at": "2026-04-17T11:03:15.000Z",
      "ended_at": "2026-04-17T11:06:42.000Z",
      "disconnection_reason": "user_hangup",
      "recording_url": "https://recordings.example.com/call-b7a3c1e4.wav",
      "recording_sid": "RE9f8e7d6c5b4a3928170655e4d3c2b1a0",
      "call_sid": "CA1a2b3c4d5e6f70819a2b3c4d5e6f7081",
      "cost": 12,
      "created_at": "2026-04-17T11:03:14.000Z",
      "updated_at": "2026-04-17T11:07:05.000Z",
      "transcript": [
        { "role": "agent", "content": "Hi, how can I help you today?", "timestamp": "2026-04-17T11:03:18.000Z" },
        { "role": "user", "content": "I have a billing question.", "timestamp": "2026-04-17T11:03:22.000Z" },
        { "role": "agent", "content": "Of course — can you share your account email?", "timestamp": "2026-04-17T11:03:25.000Z" },
        { "role": "user", "content": "Sure, it's sarah@example.com", "timestamp": "2026-04-17T11:03:31.000Z" }
      ],
      "transcript_clean": [
        { "role": "agent", "content": "Hi, how can I help you today?", "timestamp": "2026-04-17T11:03:18.000Z" },
        { "role": "user", "content": "I have a billing question.", "timestamp": "2026-04-17T11:03:22.000Z" },
        { "role": "agent", "content": "Of course — can you share your account email?", "timestamp": "2026-04-17T11:03:25.000Z" },
        { "role": "user", "content": "Sure, it's sarah@example.com", "timestamp": "2026-04-17T11:03:31.000Z" }
      ],
      "summary": "Customer Sarah called about a billing discrepancy on her account. The agent verified her identity, reviewed the charge, and confirmed it was correct. Sarah accepted the explanation and ended the call satisfied.",
      "analysis_data": {
        "issue_resolved": true,
        "issue_category": "billing",
        "customer_email": "sarah@example.com",
        "callback_requested": false,
        "sentiment": "positive"
      },
      "dynamic_variables": {
        "customer_name": "Sarah Chen",
        "plan": "premium"
      },
      "tools": []
    }
  }
}

Key fields in `payload.data`

Field	Description
`transcript`	Interleaved array of `user`, `agent`, and `tool` turns in chronological order
`transcript_clean`	Same conversation with the `tool` turns removed — agent/user dialogue only
`summary`	AI-generated 1–3 sentence plain-English summary of the call: what it was about, what the agent did, and how it ended
`analysis_data`	Your extracted fields — exactly the keys and types you configured (or `null`)
`tools`	Log of every tool the agent executed: `tool_name`, `tool_type`, `args`, `result`, `error`, `executed_at`
`recording_url`	Signed URL to the call audio. Fetch and store it if you need it long-term
`cost`	Total call cost in cents
`dynamic_variables`	Variables you passed when initiating the call, echoed back for correlation

The payload also carries identifiers (id, workspace_id, agent_id, call_sid, recording_sid) and timestamps (started_at, ended_at, created_at, updated_at). Parse permissively and ignore any keys you don’t use — Verbeo may add fields over time.

The three webhook events

You receive three events per call, all delivered to the same webhookUrl:

`call_started`

Fires within seconds of the call being answered. Use it to initialize a live dashboard entry or pre-warm a CRM record.

{
  "event": "call_started",
  "call_id": "...",
  "agent_id": "...",
  "timestamp": "2026-04-17T11:03:15.000Z",
  "payload": {
    "status": "started",
    "call_type": "outbound",
    "from_number": "+15550100001",
    "to_number": "+15550100002",
    "dynamic_variables": { "customer_name": "Sarah Chen" }
  }
}

`call_ended`

Fires within seconds of disconnect. Contains duration and disconnection reason but not yet the transcript or extracted data.

{
  "event": "call_ended",
  "call_id": "...",
  "agent_id": "...",
  "timestamp": "2026-04-17T11:06:42.000Z",
  "payload": {
    "status": "completed",
    "duration": 207,
    "disconnection_reason": "user_hangup"
  }
}

`call_analyzed`

Fires once the summary and analysis are ready — usually within seconds of the call ending, or up to 3 hours if generating them fails. This is the primary event for downstream automation — it contains everything. Set your webhookUrl in the agent’s settings. All three events are delivered to the same URL; dispatch in your handler on the event field. You can inspect, debug, and replay every delivery from the dashboard — see Monitor and retry deliveries.

Set the webhook URL via API

curl -X PATCH "https://api.verbeo.ai/v1/assistant/YOUR_ASSISTANT_ID" \
  -H "Authorization: Bearer YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "config": {
      "settings": {
        "webhookUrl": "https://api.yourcompany.com/verbeo-events",
        "postCallAnalysis": {
          "enabled": true,
          "fields": [
            {
              "name": "issue_resolved",
              "description": "True if the agent fully resolved the issue during the call.",
              "type": "boolean",
              "required": true
            },
            {
              "name": "sentiment",
              "description": "Overall caller sentiment: positive, neutral, or negative.",
              "type": "enum",
              "choices": ["positive", "neutral", "negative"]
            }
          ]
        }
      }
    }
  }'

Settings you leave out are kept, but fields is a list and is replaced whole: send every field you want extracted, not only a new one.

Handling missing values

If the AI cannot find a confident value for a field, it returns null — never an empty string, never a fabricated value. A required field returning null means the data genuinely was not in the transcript. If you see null frequently on a field you expect to be populated, tighten the description. Specify what counts as a value, what format it should be in, and what to return when the caller is vague.

What to build with `analysis_data`

CRM sync — push extracted fields directly into a contact record after every call.
Follow-up triggers — if callback_requested === true, create a task for a human agent.
Lead scoring — combine sentiment, issue_resolved, and custom fields to rank leads automatically.
Compliance archiving — store the transcript, summary, and recording URL for every call.
Real-time dashboards — listen to all three events to show live call status and fill in outcomes when analysis arrives.

Phone Numbers

Web Widget

Call data

Billing

Extract insights with post-call analysis

How it works

Configure extraction fields

Example field configuration

The `call_analyzed` webhook event

Key fields in `payload.data`

The three webhook events

`call_started`

`call_ended`

`call_analyzed`

Set the webhook URL via API

Handling missing values

What to build with `analysis_data`

​How it works

​Configure extraction fields

​Example field configuration

​The call_analyzed webhook event

​Key fields in payload.data

​The three webhook events

​call_started

​call_ended

​call_analyzed

​Set the webhook URL via API

​Handling missing values

​What to build with analysis_data

How it works

Configure extraction fields

Example field configuration

The `call_analyzed` webhook event

Key fields in `payload.data`

The three webhook events

`call_started`

`call_ended`

`call_analyzed`

Set the webhook URL via API

Handling missing values

What to build with `analysis_data`