How to get Call Summary Data?

How to Get the Summary Data from a Call

Overview

Taalk provides an automatic summary for every call, generated after a predefined number of messages. By default, this threshold is three messages before the summary is created.

There are three primary methods to retrieve the call summary:

1. Post-Call Automation (Push Event) – Automatically receive the summary via a webhook after each call.
2. Plugin (Push Event) – Use a plugin to process and push summaries after a call if the Post-Call Automation is already occupied.
3. API (Fetch Event) – Retrieve the summary manually by calling the API with the session ID.

1. Post-Call Automation

Taalk offers a post-call summary webhook that can be configured to push call summaries automatically to your specified endpoint.

Steps to Configure:

1. Navigate to Agent Settings in the Taalk platform.
2. Scroll down to the Post-Call Automations section.
3. Enter any additional questions you want to be included in the call summary.
4. Provide the Webhook URL to receive the summary payload.

Example Summary Payload:

{
  "_id": "677db9d0c2141fb3054828a6",
  "event": "finish",
  "status": "completed",
  "name": "Toma",
  "phone": "+17047058647",
  "createdAt": "2025-01-07T23:33:36.780Z",
  "startedAt": "2025-01-07T23:33:44.305Z",
  "duration": 100959,
  "durationAfterTransfer": 0,
  "hasSentSMS": false,
  "hasRedirectCall": false,
  "dnc": false,
  "agent": {
    "id": "677d8e641023955dcc67760a",
    "name": "Cal Appointment Scheduler"
  },
  "summary": [
    {
      "key": "Quick recap",
      "value": "Eric from SpiritVault called Toma to set up a meeting with the sales..."
    },
    {
      "key": "Next steps",
      "value": "Eric will send an invitation with the appointment details to Toma's..."
    },
    {
      "key": "Summary of key topics",
      "value": "- Appointment scheduling\n- Confirmation of email address"
    },
    {
      "key": "Rate the Sentiment of the call in 0~10",
      "value": "8"
    },
    {
      "key": "The user refused to accept a phone call",
      "value": "False"
    }
  ],
  "amd": false,
  "human": true
}

Note: If the Post-Call Automation webhook is already used by another integration (e.g., scheduling automation), consider using a Plugin as an alternative.

2. Plugin

If the Post-Call Automation webhook is already utilized, you can configure a Plugin to run after the call and extract the summary.

Steps to Configure:

1. In the top navigation, go to AI Workforce → AI Plugins.
2. Create a New Plugin or select an existing one.
3. Create a New Trigger and configure it as follows:
   • Trigger By → Finish (triggers the plugin after the call ends).
   • Transcript Segments → Before Transfer
     • "Before Transfer" → Uses transcript from the AI agent before a human agent takeover.
     • "After Transfer" → Uses transcript from the live agent after transfer.
     • "All" → Uses the full transcript, both AI and human agent interactions.
4. Define preprocessor questions for summary extraction.
5. Set Action Type → Webhook:
   • Set HTTP Method → POST
   • Define the webhook URL to receive the summary.
   • Set the POST body to <_gpt> (stores the AI-generated summary).

Plugin Preprocessor Example:

## OBJECTIVE 
You are analyzing a call transcript between a customer and an agent. 
Answer questions and format response into a JSON object using template. 


## Questions
summary: What is concise summary of the call? 
next_steps: What are any next steps?



## TEMPLATE
```json
{
 "summary": string value,
 "next_steps": string value
}
```

---------------------------------------------------------------------------------

3. API:

If you have the call-session ID, you can fetch the call summary using Taalk’s API.

GET /api/calls/{call-session-id}?fields=summary

If you have the call-session ID, you can fetch the call summary using Taalk’s API.

Example Request:

https://lets.taalk.ai/api/calls/67abf3e977fc180999836a21?fields=summary

Example API Response:

{
    "payload": {
        "_id": "67abf3e977fc180999836a21",
        "amd": false,
        "summary": [
            {
                "key": "Quick recap",
                "value": "The caller attempted to verify the homeowner's ..."
            },
            {
                "key": "Next steps",
                "value": "None, as the callee indicated that the caller had the wrong number."
            },
            {
                "key": "Summary of key topics",
                "value": "The callee confirmed they did not inquire about solar panels and ..."
            },
            {
                "key": "Rate the Sentiment of the call in 0~10",
                "value": "3"
            }
         <summary question responses>
         ...
        ]
    }
}

Conclusion

To obtain call summary data in Taalk, you can choose from three methods:

• Post-Call Automation → Set up a webhook for automatic summary push.
• Plugin → Use an AI Plugin to extract summary data when other webhooks are occupied.
• API → Fetch summaries manually via an API request.

This flexibility allows businesses to integrate Taalk’s call summaries into their workflows seamlessly.