Email Call Summary
Automatically send a structured email summary of a call — including caller details, collected data, and transcript — the moment a key point in your procedure is reached.
What is Email Call Summary?
Email Call Summary is an action you can add to any procedure — in both Flow Builder and the Agentic Procedure Builder. When the action runs, BLEUM immediately sends a formatted email containing everything collected during the call: the caller's phone number, a timestamp, any variables your procedure gathered, and optionally the full conversation transcript.
The email fires while the call is still active, so your team has full context before they even pick up the phone for a handoff.
What You Can Do With It
Warm Handoffs
Fire the summary just before transferring to a human agent. Your team receives the caller's name, issue, and account details before the call arrives.
Booking Confirmations
After confirming an appointment, send a summary to your scheduling team with the caller's details and preferred time.
After-Hours Capture
When your office is closed, collect the caller's name and callback preference, then email it to your on-call address so nothing gets lost.
Audit Trail
Keep a timestamped email record of every escalated call for quality assurance and training purposes.
Setting It Up
In Flow Builder or the Agentic Builder, add an Action node at the point in your procedure where you want the email to fire. Common placements: after collecting the caller's details, after confirming a booking, or as the first step in an escalation sequence.
In the action node's integration dropdown, find the — Email — section and choose Email Summary.
Enter the email address that should receive the summary. You can type a fixed address (e.g. support@yourcompany.com) or use a variable collected during the call (e.g. {{agent_email}}) to route dynamically.
Select which call variables to include in the summary — for example caller_name, account_number, issue_description. Each variable appears as a labeled row in the email. Optionally check Include Transcript to append the full conversation.
Save and publish. The email action goes live immediately for all new calls.
What the Email Contains
Every summary email includes a consistent structure regardless of which procedure sent it:
| Section | Contents |
|---|---|
| Header | Your organization name and the procedure that fired the action. |
| Caller details | Phone number, Twilio call SID, and the date and time of the call. |
| Collected data | One labeled row per variable you included. Variables with no collected value show a dash rather than being omitted. |
| Transcript | Full conversation, if you enabled it. Each turn is labeled as either the caller or the AI agent. |
The subject line follows this format:
Dynamic Routing with Variables
If your procedure collects information that determines who should receive the summary, you can use a variable in the To Email field instead of a fixed address.
For example, if your procedure asks the caller which department they need and stores it as department, you could set the recipient to:
BLEUM resolves the variable at the time the action fires. If the variable is empty — because the caller didn't provide the information — the action fails gracefully and logs an error. The call continues normally.
Using the Result in Your Flow
After the action fires, two variables become available for use in subsequent Condition nodes:
| Variable | Value |
|---|---|
email_summary_success | true if the email was sent, false if it failed. |
email_summary_error | The error message if delivery failed, empty if successful. |
You can add a Condition node after the Email Summary action to branch based on whether the email was delivered — for example, if delivery fails, you could have the AI inform the caller that a follow-up may be needed.
Common Questions
The action fires synchronously but is very fast — typically under 500ms. The caller will not notice any delay. The call continues immediately after the email is sent.
The To Email field accepts a single address. To send to multiple people, use a group email address (e.g. a Google Group or distribution list) and the summary will reach everyone in that group.
Yes. You can place an Email Summary action at multiple points in the same procedure — for example, one after collecting the caller's details and another after confirming a booking. Each fires independently with whatever data has been collected up to that point.
No. The email is sent to the address you configure in the action — typically an internal team address. It is not visible to callers and does not require their email address.
The call continues normally — a failed email does not affect the caller experience. The failure is logged in CloudWatch and captured in the email_summary_success and email_summary_error variables so you can branch your flow accordingly.