Post Interaction Configuration

1. Overview

Post-Interaction Configuration sends API requests to endpoints that you require, after an interaction is over with the payload that you configure.

You can set up rules to analyze the discussion, send the results to your business tools like a CRM, and trigger any follow-up actions that are needed.

2. Architecture

The data flow comprises of destinations, variables and mapping the variables with the destinations where the variables are sent in the payload;

2.1 Destinations (Action Layer)

The system triggers all the configured destination endpoints and sends the variables mapped in the payload;

Currently there is no support for conditional post interaction triggers. This is an MVP Build Configuration Layer, conditional Destination triggers will be available in V1.

book_demo: Likely sends calendar links or CRM booking.

end_call: Gracefully concludes the flow.

notify_sales: Triggers alerts or CRM tasks for human follow-up.

2.1.1 What is a destination?

Destination in our system is a webhook endpoint that we trigger at the end of each conversation.

We support the following methods:

POST

We support a static but configurable url, below are some examples:

https://api.example.com/webhook

https://api.formi.co.in/v2/destinations/email ( This is our email destination endpoint , see Email Destination Configuration for more details)

We support the static but configurable headers , below are some examples:

Content-Type: application/json

Authorization: Bearer token

We support the dynamic(populated by the extracted variables) configurable body, below are some examples:

2.2 Variables (Input Layer)

Variables that you configure for are the input for this system.

These variables are extracted using the conversation transcript.

Based on the Destination variable map, the variables are sent to the destinations at the end of each conversation.

2.2.1 What is a variable?

Variable is the data point that needs to be extracted from the conversation transcript.

Currently we support the following variable types:

String

Boolean

Integer

Float

Date

Time

Variables are created using our API layer.

Description: Its the prompt that the internal system uses to extract the variable from the conversation transcript , we can add more context to this prompt to improve the accuracy of the extraction.

3. Purpose

Currently the purpose of this configuration is to enable downstream functions that businesses expect the agent to perform once the interaction is over, such as :

A notification on a CRM

A Booking Insertion on a PMS

Email Notification

Sending a WhatsApp message

Variable Creation API

Use Formi's Variable Creation API to explicitly create a variable

Outbound Interactions

Setup and Source & Queue Calls on our System

4. Quick Start: Post Interaction Configuration

Setting up post-interaction configuration is a simple 4 step process for a destination:

Create a variable

Create a destination

Map the variable to destination

Verify the connection of variable to destination

All these can be currently done using the API layer , for which the reference is provided below.

1. Create Post-Call Variables

API: POST /v2/post_call/data/variables

Define key variables like follow_up_time, call_outcome, etc.

Each variable includes:

Type: string, boolean, integer, float , date , time.

Description: Its the prompt that the internal system uses to extract the variables from the conversation transcript , we can add more context in this prompt to improve the accuracy of extraction.

Currently the LLM used for Variable extraction is gpt-4o , keeping this in mind while writing the variable prompt will give better results

2. Create Destinations

API: POST /v2/post_call/data/destinations

Configure where post-call data should go (e.g., CRM, webhook)

Define for each destination:

Destination type

API method: POST, GET, etc.

Payload template using dynamic placeholders like {{phone_number}}, {{email_id}}

3. Map Variables to Destinations

API: POST /v2/post_call/data/map

Link each variable to one or more destinations

Ensures data is routed correctly after each call

4. Verify Configuration

View all variables: GET /v2/post_call/data/variables

View all destinations: GET /v2/post_call/data/destinations

Use these to confirm mappings and destination setup

5. Post-Call Execution

When a call ends:

Mapped variables and default metadata are sent to each destination

Placeholders in the api_body are auto-filled with actual values

Defaults Always Sent in Payload

These fields are always included in the payload regardless of variable mappings:

transcript

interaction_modality

5. Standard Destination Configuration

We can use Formi Destinations for configuring standard Destinations without any dependency for external APIs.

Email Configuration - guide.

Sheets Configuration - guide.

6. API Reference

This section details the API endpoints for managing Post Interaction Configuration variables and destinations.

Authentication: All endpoints require a JWT token in the Authorization header. The outlet_id is decoded from this token to identify the correct account.

Variables

Variables store dynamic data captured after a call (e.g., call outcome, agent notes).

Create Variables

Adds one or more new post-call variables for the outlet.

POST /v2/post_call/data/variables

Authorization Header

Name	Type	Required	Description
token	string	Yes	JWT token used to authenticate and extract the `outlet_id`.

Request Body

The body must be an array of variable objects.

[
    {
        "var_name": "customer_name",
        "var_type": "string",
        "description": "name of the customer as inferred from the conversation",
        "variable_id": null,
        "destination_ids": [
            32657790,
            81891481,
            22529718
        ]
    },
    {
        "var_name": "customer_phone_no.",
        "var_type": "string",
        "description": "phone No. of the customer as inferred from the conversation",
        "variable_id": 25589883,
        "destination_ids": [
            90824215
        ]
    }
]

Response

{
    "message": "success",
    "payload": [
        {
            "var_name": "string",
            "var_type": "email",
            "description": "string",
            "variable_id": 0,
            "destination_ids": [
                0
            ]
        }
    ]
}

Get All Variables

Retrieves all post-call variables configured for the outlet.

GET /v2/post_call/data/variables

Response

The response contains a payload array, where each object represents a configured variable.

{
    "message": "success",
    "payload": [
        {
            "var_name": "name",
            "var_type": "string",
            "description": "Name of the customer",
            "variable_id": 54,
            "destination_ids": [
                4,
                5
            ]
        },
        {
            "var_name": "email_id",
            "var_type": "string",
            "description": "Email of the user",
            "variable_id": 55,
            "destination_ids": [
                4,
                5
            ]
        },
        {
            "var_name": "phone_number",
            "var_type": "string",
            "description": "phone number of the user",
            "variable_id": 56,
            "destination_ids": [
                4,
                4,
                5
            ]
        },
        {
            "var_name": "enquiry_type",
            "var_type": "string",
            "description": "enquiry asked by the user",
            "variable_id": 57,
            "destination_ids": [
                4,
                5
            ]
        },
        {
            "var_name": "occasion",
            "var_type": "string",
            "description": "occasion mentioned by the user",
            "variable_id": 58,
            "destination_ids": [
                4,
                5
            ]
        },
        {
            "var_name": "call_summary",
            "var_type": "string",
            "description": "Summary of the entire conversation with the user , described in around 30-40 words",
            "variable_id": 60,
            "destination_ids": [
                4,
                5
            ]
        }
    ]
}

Payload Fields

Field	Type	Description
`var_name`	string	Unique name of the variable.
`var_type`	string	Data type of the variable.
`description`	string	Purpose and usage of the variable.
`variable_id`	integer	Unique ID for the variable.
`destination_ids`	array[integer]	List of destination IDs this variable is mapped to.

Connect Variable to Destination

Link a post-call variable to a destination for an outlet. This determines where specific variable data should be routed after a call.

Endpoint

Request Body

Content-Type: application/json
The body must be an array of objects, each mapping a variable to a destination.

Fields

Field	Type	Required	Description
variable_id	integer	Yes	ID of the variable to connect. Must already exist for the outlet.
destination_id	integer	Yes	ID of the destination where the variable value should be sent.

Example Request

[
  {
    "variable_id": 12,
    "destination_id": 4
  }
]

Example Response

{
  "success": false,
  "message": "Variable with ID not found"
}

Delete a Variable

Deletes a specific post-call variable for an outlet.

DELETE /v2/post_call/data/outlet/{outlet_id}/variables

Query Parameters

Name	Type	Required	Description	Example
`variable_id`	integer	Yes	The ID of the variable you want to delete.	`14`

Example Request

{
    "variable_id": 14
}

Response

{
  "success": true,
  "message": "Variable deleted successfully"
}

Destinations

Destinations are external systems (like a CRM, webhook, or Slack) where post-call data is sent.

Create Destinations

Adds one or more new destinations for the outlet.

POST /v2/post_call/data/destinations

Authorization Header

Name	Type	Required	Description
token	string	Yes	JWT token used to authenticate and extract the `outlet_id`.

Request Body

The body must be an array of destination objects.

[
    {
        "destination_name": "Webhook Destination",
        "destination_type": "custom",
        "api_url": "https://api.example.com/webhook",
        "api_method": "POST",
        "api_headers": "{\"Content-Type\": \"application/json\", \"Authorization\": \"Bearer token123\"}",
        "api_body": "{\"customer_name\": \"{{customer_name}}\", \"order_id\": \"{{order_id}}\"}"
    }
]

Get All Destinations

Retrieve all post-call destinations configured for a specific outlet.

Endpoint

Example Token:

eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6OTcsInR5cGUiOiJPVVRMRVQifQ.q80hmm1uQlIVKLpfMLV10bleJPOFO48tgCN5zOVvxv4

Request

{
  "destination": [
    {
      "destination_name": "CRM Webhook",
      "destination_type": "webhook",
      "api_url": "https://crm.example.com/webhook",
      "api_method": "POST",
      "api_headers": {
        "Authorization": "Bearer abcdef123456",
        "Content-Type": "application/json"
      },
      "api_body": {
        "lead_name": "John Doe",
        "contact_email": "johndoe@example.com",
        "phone_number": "+919876543210",
        "call_summary": "Customer interested in product demo",
        "location": "Bengaluru"
      }
    },
    {
      "destination_name": "Salesforce CRM",
      "destination_type": "crm",
      "api_url": "https://salesforce.example.com/api/leads",
      "api_method": "PUT",
      "api_headers": {
        "Authorization": "Bearer sf_token_987654",
        "Content-Type": "application/json",
        "X-Custom-Header": "custom-value"
      },
      "api_body": {
        "full_name": "Jane Smith",
        "email": "janesmith@example.com",
        "phone": "+918765432109",
        "lead_score": "85",
        "source": "Inbound call"
      }
    }
  ]
}

Response

{
  "success": true,
  "message": "Destinations fetched successfully",
  "payload": [
    {
      "destination_name": "CRM Webhook",
      "destination_type": "webhook",
      "destination_id": 4,
      "api_url": "https://crm.example.com/api/lead",
      "api_method": "POST",
      "api_headers": {
        "Authorization": "Bearer ABC123",
        "Content-Type": "application/json"
      },
      "api_body": {
        "lead_name": "{{guest_name}}",
        "email": "{{email_id}}"
      }
    }
  ]
}

Example Error Response

{
  "success": false,
  "message": "Outlet with ID not found"
}

Add a New Destination

Add a new post-call destination configuration for a specific outlet.

Endpoint

Authorization Header

Key	Type	Required	Description
token	string	Yes	JWT token used to authenticate the client. The `outlet_id` is extracted from the token.

Example Token:

eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6OTcsInR5cGUiOiJPVVRMRVQifQ.q80hmm1uQlIVKLpfMLV10bleJPOFO48tgCN5zOVvxv4

Request Body

Content-Type: application/json

Example Request Body

{
  "destination": [
    {
      "destination_name": "CRM Webhook",
      "destination_type": "webhook",
      "api_url": "https://crm.example.com/webhook",
      "api_method": "POST",
      "api_headers": {
        "Authorization": "Bearer ABC123",
        "Content-Type": "application/json"
      },
      "api_body": {
        "lead_name": "{{guest_name}}",
        "contact_email": "{{email_id}}"
      }
    }
  ]
}

Response

{
  "success": true,
  "message": "Destinations created successfully"
}

Delete a Destination

Delete a configured destination from an outlet.

Endpoint

Authorization Header

Key	Type	Required	Description
token	string	Yes	JWT token used to authenticate the API client and extract the `outlet_id`.

Example:

eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6OTcsInR5cGUiOiJPVVRMRVQifQ.q80hmm1uQlIVKLpfMLV10bleJPOFO48tgCN5zOVvxv4

Query Parameter

Parameter	Type	Required	Description
destination_id	integer	Yes	The unique ID of the destination to be deleted.

Example:

{
    destination_id=5
}

Response

{
  "success": true,
  "message": "Destination deleted successfully"
}

FAQs

What is the Default Data Sent to Each Destination?

Each destination receives data based on how it has been configured.

By default:

Only explicitly mapped post-call variables are sent.

Variables are passed as key-value pairs in the request body.

If a custom api_body is defined, dynamic placeholders like {{guest_name}} or {{email_id}} are replaced with actual values during runtime.

What is the Payload Template Sent to a Destination?

The payload template defines the format of the data sent to a destination after a call.

How It Works:

You define placeholders such as {{guest_name}}, {{email_id}}, etc.

These are automatically replaced at runtime with the generated post call variables that are mapped to this destination.

The final payload is sent as a JSON object.

Example Template:

{
  "name": "{{guest_name}}",
  "email": "{{email_id}}",
  "phone": "{{phone_number}}"
}

What Are the Default Values Always Sent in the Payload?

These fields are always included in the payload, even if not explicitly mapped:

Field	Description
`guest_name`	Name of the user interacting with the system
`email_id`	Email address of the user (if collected)
`phone_number`	Phone number of the user
`brand_id`	Identifier of the brand linked to the conversation
`outlet_id`	ID of the outlet or location
`timestamp`	When the call/conversation ended (ISO format)
`call_id`	Unique ID for the call/session
`call_outcome`	Outcome of the call (e.g., interested, not_interested)
`source`	Source of the lead (e.g., website, IVR, Facebook)

Best Practices

Only GET and POST methods are supported for post-call destinations.

If a variable is used across multiple destinations, create it once and map it to all — do not duplicate it.

Use clear and meaningful descriptions for all variables.

Stick to lowercase snake_case naming convention for variables.

Final Notes

Always use a valid token when calling the API.
Without it, the request will return unauthorized.

Before going live:

Test each destination using sample data.

Ensure the API accepts and responds correctly.

1. Overview#

2. Architecture#

2.1 Destinations (Action Layer)#

2.1.1 What is a destination?#

2.2 Variables (Input Layer)#

2.2.1 What is a variable?#

3. Purpose#

4. Quick Start: Post Interaction Configuration#

1. Create Post-Call Variables#

2. Create Destinations#

3. Map Variables to Destinations#

4. Verify Configuration#

5. Post-Call Execution#

Defaults Always Sent in Payload#

5. Standard Destination Configuration#

6. API Reference#

Variables#

Create Variables#

Get All Variables#

Connect Variable to Destination#

Endpoint#

Request Body#

Fields#

Example Request#

Delete a Variable#

Destinations#

Create Destinations#

Get All Destinations#

Endpoint#

Request#

Response#

Example Error Response#

Add a New Destination#

Endpoint#

Authorization Header#

Request Body#

Example Request Body#

Response#

Delete a Destination#

Endpoint#

Authorization Header#

Query Parameter#

Response#

FAQs#

What is the Default Data Sent to Each Destination?#

What is the Payload Template Sent to a Destination?#

How It Works:#

Example Template:#

What Are the Default Values Always Sent in the Payload?#

Best Practices#

Final Notes#

1. Overview

2. Architecture

2.1 Destinations (Action Layer)

2.1.1 What is a destination?

2.2 Variables (Input Layer)

2.2.1 What is a variable?

3. Purpose

4. Quick Start: Post Interaction Configuration

1. Create Post-Call Variables

2. Create Destinations

3. Map Variables to Destinations

4. Verify Configuration

5. Post-Call Execution

Defaults Always Sent in Payload

5. Standard Destination Configuration

6. API Reference

Variables

Create Variables

Get All Variables

Connect Variable to Destination

Endpoint

Request Body

Fields

Example Request

Delete a Variable

Destinations

Create Destinations

Get All Destinations

Endpoint

Request

Response

Example Error Response

Add a New Destination

Endpoint

Authorization Header

Request Body

Example Request Body

Response

Delete a Destination

Endpoint

Authorization Header

Query Parameter

Response

FAQs

What is the Default Data Sent to Each Destination?

What is the Payload Template Sent to a Destination?

How It Works:

Example Template:

What Are the Default Values Always Sent in the Payload?

Best Practices

Final Notes