How Data Moves Through Sympana

This page shows the complete data flow for every Sympana operation. If you’re unsure why a field is empty, which variable to use, or where data lives — start here.

Voice call data flow

Outbound call: GHL → Sympana → Voice Provider → GHL

GHL workflow reaches Place Call action

GHL sends Sympana the action data:

extras.locationId — which GHL location
extras.contactId — which contact to call
data.connection_id — which Sympana connection to use
data.contact_phone — the phone number to call
data.contact_name — the contact’s full name
data.contact_first_name, data.contact_last_name, data.contact_email

Sympana resolves everything

Sympana does the following:

Finds the GHL installation for that location
Loads the selected voice connection
Verifies the connection is active
Loads the Retell or Vapi API key
Chooses the phone number (or uses Smart Selection rotation)
Resolves dynamic variables (contact fields, custom fields, static values)
Loads enabled functions for the connection

Sympana sends call to voice provider

Sympana sends a call request to Retell or Vapi with:

From number (your outbound number)
To number (contact’s phone)
Agent/assistant ID
Dynamic variables (injected into the agent prompt)
Function definitions (what tools the agent can use)
Webhook URL (where the provider sends results)

AI agent has the conversation

The AI agent talks to the contact. During the call, it can use functions — each function call goes: Agent → Voice Provider → Sympana → GHL → Sympana → Voice Provider → Agent.

Call ends, provider sends webhook

When the call finishes, the voice provider sends Sympana a webhook containing:

Call ID, status, direction
Full transcript
Recording URL
Call duration
Disconnection reason
Call summary and sentiment (AI-generated)
Custom analysis data (if post-call analysis is configured)

Sympana fires Call Completed trigger

Sympana builds the trigger payload and sends it to all subscribed GHL workflows. Your workflow receives the full call data under triggerData.

Where to find voice data in GHL workflows

After the Call Completed trigger fires, all data is available under triggerData. Here are the field paths you use in GHL workflow actions:

Most commonly used fields

GHL field path	What it contains	Example value
`triggerData.call_summary`	AI summary of the call	”Customer confirmed interest in the premium plan”
`triggerData.call_transcript`	Full word-for-word transcript	”Agent: Hi John…”
`triggerData.sentiment`	Caller sentiment	”Positive”, “Negative”, “Neutral”
`triggerData.call_successful`	Whether the call achieved its goal	true / false
`triggerData.user_spoke`	Whether a real person answered (false = voicemail)	true / false
`triggerData.call_duration`	Call length in seconds	180
`triggerData.call_details.recording_url`	Link to the call recording	URL
`triggerData.call_details.disconnection_reason`	Why the call ended	”customer_hung_up”, “voicemail_reached”
`triggerData.call_details.direction`	Inbound or outbound	”outbound”

Contact fields

GHL field path	What it contains
`triggerData.contactId`	GHL contact ID
`triggerData.customer_name`	Full name
`triggerData.contact_first_name`	First name
`triggerData.contact_last_name`	Last name
`triggerData.phone`	Contact phone
`triggerData.email`	Contact email

Custom analysis fields

If your voice agent extracts structured data (configured in Retell post-call analysis), it appears in multiple formats:

GHL field path	Format	Best for
`triggerData.custom_analysis_json`	JSON string	Storing in a custom field
`triggerData.custom_analysis_text`	Human-readable text	Adding to notes or SMS
`triggerData.custom_analysis_flat`	Flat key-value pairs	Branching with If/Else on specific values
`triggerData.custom_analysis_data`	Original structure	Advanced processing

Agent and call metadata

GHL field path	What it contains
`triggerData.call_id`	Unique call identifier
`triggerData.agent_name`	Sympana connection name
`triggerData.retell_agent_name`	Provider agent name
`triggerData.call_analysis_json`	Full provider analysis as JSON
`triggerData.call_details.provider`	”retell” or “vapi”
`triggerData.call_details.from_phone`	Number the call was placed from
`triggerData.call_details.to_phone`	Number that was called
`triggerData.call_details.completed_at`	ISO timestamp of call end
`triggerData.identity_status`	How the contact was matched

Messaging data flow

Inbound message: Contact → GHL → Sympana → AI → GHL

Contact sends a message

A contact sends a message through any channel (SMS, WhatsApp, Instagram, Facebook, Webchat, TikTok, Email) to your GHL number/account.

GHL receives the message

The message appears in GHL Conversations.

Sympana fires Message Received trigger

Sympana dispatches the trigger to GHL workflows with the message data.

GHL workflow processes

Your workflow decides what to do:

Check channel filters (SMS only? WhatsApp only?)
Check contact tags (has ai_msg_enabled?)
If conditions pass → Send AI Message action

Sympana processes the AI message

Sympana:

Loads the selected messaging connection
Checks Contact Access rules (allowed/blocked/handoff tags)
Checks if the conversation is paused or handed off
Checks for opt-out keywords
Calls Retell or Vapi chat with the message + dynamic variables
Gets the AI response

AI response sent through GHL

Sympana sends the AI response back through GHL Conversations on the same channel the contact used.

Where to find messaging data in GHL workflows

Message Received trigger fields

GHL field path	What it contains	Example
`triggerData.contactId`	GHL contact ID	”abc123”
`triggerData.phone`	Contact phone number	”+15551234567”
`triggerData.customer_name`	Contact full name	”John Doe”
`triggerData.contact_first_name`	First name	”John”
`triggerData.contact_last_name`	Last name	”Doe”
`triggerData.channel`	Message channel	”sms”, “whatsapp”, “instagram”, “facebook”, “webchat”, “email”
`triggerData.message_body`	The message text	”I’d like to schedule an appointment”
`triggerData.conversation_id`	GHL conversation ID	”conv_xyz”
`triggerData.message_id`	Message ID	”msg_abc”
`triggerData.connection_name`	Sympana connection name	”SMS Support Agent”

Handoff Requested trigger fields

GHL field path	What it contains
`triggerData.contactId`	GHL contact ID
`triggerData.phone`	Contact phone
`triggerData.customer_name`	Contact name
`triggerData.channel`	Which channel
`triggerData.handoff_reason`	Why handoff was triggered
`triggerData.handoff_keyword_matched`	The keyword that matched
`triggerData.last_message`	The message that triggered handoff
`triggerData.conversation_id`	GHL conversation ID
`triggerData.connection_name`	Sympana connection name
`triggerData.message_count`	Total messages in the conversation
`triggerData.ai_reply_count`	How many AI replies were sent

Function data flow

When the AI agent uses a function during a call or message conversation:

AI Agent → "I need to book an appointment"
    ↓
Voice Provider (Retell/Vapi) → sends function call to Sympana
    ↓
Sympana → reads function parameters, loads GHL token
    ↓
Sympana → calls GHL API (create appointment, get contact, etc.)
    ↓
GHL → returns result (appointment ID, contact data, etc.)
    ↓
Sympana → formats result and sends back to voice provider
    ↓
AI Agent → "I've booked your appointment for Tuesday at 2 PM"

This happens in real time during the conversation — typically under 2 seconds per function call.

Where data is stored

Data	Where it lives
Call recordings	Voice provider (Retell/Vapi) — access via `recording_url`
Call transcripts	Passed through Call Completed trigger — not stored by Sympana
Call metadata	Sympana `calls` table + voice provider dashboard
GHL contact data	GoHighLevel — accessed through Get Contact function
Appointments	GoHighLevel calendars — managed through appointment functions
Message history	GHL Conversations — Sympana sends AI replies through GHL
Trigger events	Sympana `ghl_trigger_events` table (for debugging)
OAuth tokens	Sympana vault (encrypted)

Common field path mistakes

Using 'transcript' instead of 'call_transcript'

The field is triggerData.call_transcript, not triggerData.transcript. If your GHL action shows an empty value, check the exact field path.

Using 'summary' instead of 'call_summary'

The field is triggerData.call_summary, not triggerData.summary.

Accessing recording_url at the wrong level

Recording URL is nested: triggerData.call_details.recording_url, NOT triggerData.recording_url.

Custom analysis is empty

Custom analysis only appears if you configured post-call analysis in your Retell agent settings. If you haven’t set it up, all custom_analysis_* fields will be empty.

user_spoke is false on completed calls

user_spoke = false means the call went to voicemail. The call still “completed” — the voicemail just played. Use user_spoke to distinguish real conversations from voicemails.

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How Data Moves Through Sympana

Voice call data flow

Outbound call: GHL → Sympana → Voice Provider → GHL

Where to find voice data in GHL workflows

Most commonly used fields

Contact fields

Custom analysis fields

Agent and call metadata

Messaging data flow

Inbound message: Contact → GHL → Sympana → AI → GHL

Where to find messaging data in GHL workflows

Message Received trigger fields

Handoff Requested trigger fields

Function data flow

Where data is stored

Common field path mistakes

Next steps

Workflow Recipes

Setup Checklist

​Voice call data flow

​Outbound call: GHL → Sympana → Voice Provider → GHL

​Where to find voice data in GHL workflows

​Most commonly used fields

​Contact fields

​Custom analysis fields

​Agent and call metadata

​Messaging data flow

​Inbound message: Contact → GHL → Sympana → AI → GHL

​Where to find messaging data in GHL workflows

​Message Received trigger fields

​Handoff Requested trigger fields

​Function data flow

​Where data is stored

​Common field path mistakes

​Next steps

Workflow Recipes

Setup Checklist

Voice call data flow

Outbound call: GHL → Sympana → Voice Provider → GHL

Where to find voice data in GHL workflows

Most commonly used fields

Contact fields

Custom analysis fields

Agent and call metadata

Messaging data flow

Inbound message: Contact → GHL → Sympana → AI → GHL

Where to find messaging data in GHL workflows

Message Received trigger fields

Handoff Requested trigger fields

Function data flow

Where data is stored

Common field path mistakes

Next steps