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Introduction

Citations allow you to define structured post-call analytics for enterprise use cases. By configuring schemas of variables and logic, you can automatically extract key information from call transcripts — no manual review required. Potential use cases such as:

Collect User Details

Extract caller information such as names, contact info, preferences, or identifiers.

Track Transfers & Escalations

Monitor when calls are transferred, escalated, or handed off to other teams.

Confirm Issue Resolution

Determine whether a caller’s issue was addressed or remains unresolved.

Summarize Key Moments

Capture important moments like intent, objections, or outcomes across conversations.

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Creating a Citation Schema

To get started, go to the Analytics → Citations tab in your sidebar. Click Create new schema and give it a name and description. From there, you’ll enter the citation builder. Schemas are composed of:
  • Variables — the data points you want to extract
  • Groupings — optional collections of related variables
  • Conditions — logic for flagging calls or setting output rules
  • Analysis — an overview of schema-level performance and extraction metrics

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Defining Variables

The most essential step is defining the variables your schema should extract. These are the individual values or signals pulled from the call transcript. Click Add variable, then provide:
  • Name — a human-readable label
  • Description — instructions for the LLM to understand and extract this value
  • Type — the format of the extracted data
Create Citation Variable Supported types include:
TypeDescription
StringFreeform text (e.g. “unhappy”, “San Francisco”)
NumberAny numeric quantity (e.g. ages, durations, dollar values)
BooleanTrue or False
ArrayList of values (e.g. multiple products mentioned)
CategoryUsed to extract a single value from a list of options
Once saved, variables will appear in the Variables tab. Citation Variable Table

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Optional: Groupings and Conditions

To better organize your schema, you can group related variables under a common theme. Navigate to the Groupings tab and click Add Grouping. For example, you might group variables under:
  • Demographics
  • Call Outcomes
  • Escalation Signals
The Conditions tab allows you to write logic that will capture variables based on the passing logic of others. For example, you might only want to capture certain variables if the user meets your specific criteria. Citation Groupings

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Analysis and Monitoring

Once your schema is used in live calls, visit the Analysis tab to view metrics:
  • Total Variables Extracted
  • Average Extraction Rate
  • Total Calls Processed
  • Trends and Distribution Graphs
You can filter by time ranges (e.g. Today, Last Week, Last 2 Months) and inspect specific performance metrics. Citation Analytics

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API Integration

Citations can be included in your outbound or inbound calls using the citation_schema_ids parameter in the Send Call or Update Inbound Number API endpoints. Additionally, if you would like to receive citations via webhook after a call has finished, you can do so by adding the citations event to your live webhook events list in the Send Call or Update Inbound Number API endpoints.
Note: Citations will only be processed on calls with a status of “completed”. Calls that are unanswered, busy, or fail for other reasons will not generate citation data.