Default outcome categories
AgentCallback suggests a starting set of categories:DECLINEDCALLBACK_REQUESTEDVOICE_MAILWRONG_NUMBERCALLEE_DID_NOT_PICKUPCALLEE_HUNGUPOTHER
VOICE_MAIL and CALLEE_DID_NOT_PICKUP are required categories and can’t be removed — they’re used elsewhere in the platform, including campaign retry logic.Define custom outcomes
Add a category
Give the category a name and a description of when it applies. The description is what AgentCallback uses to decide whether a call matches it.
How outcomes are classified
After a call ends, AgentCallback runs an evaluation prompt against the call’s transcript to decide which of your declared categories best fits. If the result doesn’t match any declared category, the call is markedOTHER.
Where outcomes show up
- On the call’s record, alongside its transcript and recording — see Call logs.
- In the outcome breakdown on a campaign’s detail page — see Campaign stats.
- As a condition for post-call webhooks.
- As a trigger for campaign retries.