How to Update Your CRM with AI Voice Transcripts

📘 Background & Purpose:

This SOP details how to capture and update CRM contact records in GoHighLevel using AI voice call data. After a conversation with an AI assistant, this method allows you to log the call summary, transcript, and other metadata directly into the contact’s custom fields or notes. This is critical for keeping contact records up-to-date, especially in high-volume, automated voice environments.

✅ Definition of Done:

Pre-call and post-call webhook automations are created and functioning
Custom fields for call transcript and summary are created and updating as expected
Notes are optionally added to the contact with call metadata
Call data correctly maps to the contact in the CRM after each AI voice interaction

🛠️ Resources Needed:

Access to GoHighLevel workspace with admin permissions
An AI voice assistant set up
Ability to create workflows and custom fields
Test contact/phone number

📋 Step-by-Step Instructions:

1. Set Up Two Webhooks

One Pre-Call Webhook (for early-stage processing)
One Post-Call Webhook (to collect call data and transcript)

2. Create the Pre-Call Webhook Automation

Go to Automations > Create Workflow > Start from Scratch
Name it: Pre-Call Webhook
First trigger: Inbound Webhook
Copy the webhook URL
In your assistant, go to Call Settings > Incoming Call Webhook
Paste the URL and click the checkmark to confirm connection
Click Fetch Sample Result to load example data
Step 2: Add action – Find Contact by ID using the contact_id from the webhook trigger
Save and publish

3. Create the Post-Call Webhook Automation

Create another new workflow: Post-Call Webhook
Trigger: Inbound Webhook
Copy the URL and paste it into your assistant under Post-Call Webhook
Confirm the connection (green checkmark)
Fetch sample result – ensure fields like call_summary, full_transcript, call_recording are included
Add action: Find Contact by Contact ID using contact_id from the webhook

4. Create Custom Fields for Storage

Go to Settings > Custom Fields
(Optional) Create a folder like “AI Fields”
Add:
- Conversation Summary – Multi-line Text
- AI Conversation Transcript – Multi-line Text

5. Update Contact with Call Data

In your Post-Call Webhook workflow:
1. Add action: Update Field > Conversation Summary
  - Map it to call_summary
2. Add action: Update Field > AI Conversation Transcript
  - Map it to full_transcript
Save and publish the workflow

6. (Optional) Add a Note to the Contact

Action: Add Note
Include details like:
- Call Summary
- User Sentiment
- Call ID (for traceability)

7. Test the Workflow

Call the assistant’s number
After the call ends, go to Contacts > [Test Contact]
Open your custom fields folder
- Check for updated Conversation Summary and Transcript
- Confirm note has been added under Notes tab

❓FAQs:

Q: Do I need both webhooks?
A: The Pre-Call Webhook is optional for tracking; Post-Call is required to log transcript data.

Q: Will this create new contacts every time?
A: No. It finds the contact by ID and updates existing records.

Q: Can I send these fields via email or SMS?
A: Yes. Once stored in a custom field, you can use them in outbound messages.

Q: What if the field I created doesn’t appear?
A: Save and exit the workflow, then re-enter it. The new field will appear in the dropdown.

🔍 Summary (Quick Reference):

Set up Pre-call and Post-call webhooks in separate workflows
Use “Find Contact by ID” action to avoid duplicate creation
Create custom fields for:
- Conversation Summary
- AI Conversation Transcript
Map webhook data to those fields
(Optional) Add call info to contact notes
Confirm updates by calling assistant and checking contact record

This SOP ensures every AI voice interaction is logged in your CRM, giving your team rich insights on conversations, reducing manual entry, and keeping records accurate for follow-up and reporting.