Applies to: Admins/Owners, Ops, CRM/IT
Outcome: Understand ACS, enable its components (API & SMS), and confirm that post-call updates land in your CRM, logs, and billing.

What is ACS?

ACS (After-Call Services) is the near-real-time pipeline that runs immediately after a call ends. It updates records and triggers automations tied to that call.

What ACS can include (based on your setup)

• After-Call API (Webhook): posts call details (e.g., caller, agent, disposition, duration, recording link) to your CRM/endpoint.
• After-Call SMS: sends messages to callers (thank-you/next steps) and/or users (internal alert).
• Billing/Usage updates: increments call usage and charges visible in Billing.
• Call Logs: writes the call entry with searchable fields (direction, department, tags, recording).

Prerequisites

• Role & access: Admin/Owner for Communication/Automation, Integrations, and Billing.
• For After-Call SMS: DLT header/sender ID + approved templates.
• For After-Call API: An HTTPS endpoint that accepts authenticated POSTs (add a token/secret).
• Numbers & caller ID: At least one DID configured (affects logs and some SMS templates).

Typical timing & ordering

• ACS starts right after call disconnect; most updates finish in a few seconds.
• Components are asynchronous; do not assume strict ordering across API, SMS, Logs, and Billing.
• Design your CRM endpoint to be idempotent (same call can send more than once in edge cases).

Configure the ACS components

A) After-Call API (Webhook)

1. Open Integrations → After-Call API / Webhooks.
2. Add endpoint URL (HTTPS), choose POST.
3. Add Auth (e.g., header Authorization: Bearer <token>).
4. (Optional) Click Test to send a sample payload.
5. Save.

Illustrative payload (fields may vary):

Best practices: Require HTTPS, verify a shared secret, return HTTP 2xx on success, and implement idempotency.

B) After-Call SMS

1. Go to Communication/Automation → After-Call SMS → Custom.
2. Choose recipients: Caller, User, or Both (Two-way billing).
3. Attach DLT-approved template(s) and add placeholders (e.g., , , ).
4. Set conditions (Connected/Missed/Voicemail; filters like Department/DID/User).
5. Save.

Verify ACS end-to-end (2-minute test)

1. Place a test call that meets your rule (e.g., Missed → Support).
2. Webhook: Confirm your endpoint received a POST and returned 2xx with correct fields.
3. SMS: Check the intended phone(s) received one message with variables resolved.
4. Logs: Open Calls → Logs and verify direction, disposition, recording link.
5. Billing: Spot the usage increment on the next refresh/cycle.

Pass criteria: All enabled components show the expected updates for the same call.

Troubleshooting

• No webhook hit: Endpoint blocked, wrong URL or auth; ensure server allows external POSTs and returns 2xx.
• SMS not delivered: Rule disabled/mismatch, DLT template/header not mapped, invalid number/DND.
• Recording link missing/delayed: Large files may post later; check Logs again after a short interval.
• Duplicate CRM records: Add idempotency (dedupe by call_id/uid).
• Slow updates: Peak load can add latency; components are asynchronous—avoid strict sequencing dependencies.

Security & compliance

• Use HTTPS + auth for webhooks; rotate tokens periodically.
• Treat phone numbers and recordings as PII; store minimally and restrict access.
• For SMS, follow DLT rules and avoid sensitive content.