Reference · built on requestOperator by FibricCustomer support

Call Summary

Reads the call transcript and the customer record after a call ends. Proposes the wrap-up note, disposition code, and follow-up task.

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About

After a call the agent has a few minutes to write what happened, pick an outcome, and set a reminder for anything promised. Call Summary does the first draft. When the contact center reports the call ended, it reads the transcript, the contact record, and the customer's open conversation, and drafts three things: a wrap-up note, a disposition from the list your admins defined, and a follow-up task if the transcript holds a promise.

The agent sees the draft in after-call work, edits it, and approves. The note lands on the customer's timeline, the disposition on the call, and the task with its owner and due date. Each is written once, tied to the contact id.

This is a reference listing. It documents what Fibric would read from Call Summary and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Contact records from Amazon Connect as the agent enters After Contact Work, with AfterContactWorkStartTimestamp, DisconnectReason, Queue, and Attributes
  • Conversational analytics output for the contact: the Transcript turns, IssuesDetected, OutcomesDetected, ActionItemsDetected, and the PostContactSummary
  • Aircall summary.created and transcription.created events, plus the standard or custom summary retrieved by call id
  • Dialpad transcripts through GET /api/v2/transcripts/{call_id}, as lines with the speaker's name, time, and type
  • The customer record and any open conversation in Kustomer, matched by the caller's number
  • Existing call engagements in HubSpot, with hs_call_disposition and hs_call_body, and the outcomes your admins defined

Proposed actions

  • Target capability: propose the wrap-up note as an internal note on the customer's conversation: what was asked, what was done, what is still owed
  • Target capability: propose a disposition: a HubSpot hs_call_disposition from your account's list, or the wrap-up code your contact center uses
  • Target capability: propose a follow-up task in HubSpot or Salesforce Sales Cloud with an owner and due date when the transcript holds an action item
  • Target capability: propose a call engagement in HubSpot with hs_timestamp, hs_call_direction, hs_call_duration, and hs_call_recording_url on the contact
  • Target capability: propose marking the conversation Done when the transcript shows the issue resolved and nothing is owed

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Draft the wrap-up before after-call work ends

    A call disconnects in Amazon Connect. The operator reads the PostContactSummary and ActionItemsDetected, drafts the note for the Kustomer conversation, and shows it to the agent while they are still in ACW.

    With Amazon Connect, Kustomer

  • Log the call in the CRM with a disposition

    Aircall emits summary.created. The operator proposes a HubSpot call engagement with direction, duration, recording URL, and a disposition from your list; the agent approves and one engagement is created.

    With Aircall, HubSpot

  • Turn a promise into a task

    A Dialpad transcript line has the agent promising a callback next week. The operator proposes a Salesforce Task with that due date and the agent as owner, linked to the contact.

    With Dialpad, Salesforce Sales Cloud

Requirements

  • A contact center connector with transcripts or summaries: Amazon Connect with conversational analytics, Aircall, or Dialpad
  • A support connector for the customer timeline: Kustomer, Zendesk, or Gorgias
  • A CRM connector for dispositions and tasks: HubSpot or Salesforce Sales Cloud
  • In Amazon Connect, a Set recording and analytics behavior block with Post-contact summary enabled, and agent permissions for conversational analytics
Authentication
Runs on the credentials of the contact center, support, and CRM connectors you attach. It holds no key of its own and writes nothing before the agent approves.

Limits

  • Amazon Connect generates at most one summary per contact and none when a participant has no utterance (INSUFFICIENT_CONVERSATION_CONTENT) or unredacted PII trips its guardrail
  • HubSpot dispositions are set by internal GUID. The operator maps names to the GUIDs your account defines and proposes nothing outside that list
  • The transcript is the contact center's transcript. The operator does not transcribe audio itself and does not open recordings it was not granted
  • Amazon Connect delivers a contact record at least once and may deliver it again. A draft is proposed once per ContactId

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Call Summary ↗

Questions and answers

What does the agent approve?
The three drafts for one call: the note text, the disposition, and the task with its owner and due date. The agent edits any of them or discards one. Approval writes each once, tied to the call's contact id. Nothing is written while the draft is open.
Where does the record of the call end up?
The note on the customer's conversation, the disposition on the call engagement, and the task in the CRM, each carrying the contact id. A receipt records what the operator read, what it drafted, what the agent changed, and when.
Does it write to the customer's record on its own?
No. Every note, disposition, and task is a proposal shown to the agent in after-call work. If the agent closes ACW without approving, the draft is kept for a supervisor and nothing is written.
Ask about Call Summary

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy