HOW-TO & GUIDANCE2 min read

Collect answers and extract call data

Collect answers and add post-call extraction fields, then confirm the data reaches the intended output.

Reviewed September 16, 2026

On this page

Decide which information the agent must ask for, which values are supplied before the conversation, and which results should be extracted after the call.

Information	Where to configure it
Business facts the agent should consult	Knowledge base
Questions the agent should ask	Prompt and applicable intake-question settings
Values known before a call	Dynamic variables in the initiating channel
Structured results from the finished conversation	Post-call extraction fields
Where results go	Notifications, webhooks, or configured actions

Before you start

Define one result to test, such as whether a caller requested a callback. Choose a stable field name and decide how a missing answer should be described.

Configure extraction

Open the call flow.
Open Advanced Settings → Post-call summary. The Notifications pane also links to summary configuration, but that shortcut appears only after Email summary is switched on.
Under Variables to Extract, choose Add.
In Data the AI collects, select Text, Yes / No, or Selector.
Enter a unique name, such as callback_requested.
Describe exactly what should be extracted: “Whether the caller explicitly asked for someone to call them back.”
For Selector, add the allowed answers.
Click Add to confirm the field, then wait for the flow draft to save.

New extraction fields do not make the agent ask questions. Add the question to the conversation instructions if the answer must be collected.

Validate the full path

Supply any required input variables in a test.
Complete a conversation that contains the intended answer.
Complete another where the answer is absent or declined.
Open the finished call and inspect the extracted result.
Check that the required fields are included in the configured email or webhook output.

Do not put a post-call result into an earlier action's mapping and assume it already exists at that time.

If data is missing

Check the transcript first. Then check the extraction description, answer format, field name, and output mapping. A summary template cannot include information that was never collected or extracted. Review duplicate or ambiguous field names before changing destination settings.