Call Outcomes

Call outcomes let you automatically extract structured information from every call your telli agent handles. After each call ends, telli analyzes the full conversation transcript and pulls out the specific data points you’ve defined. No manual work required.

Quick Start

Go to Agent Settings

Navigate to your agent and scroll to the Custom Call Outcomes section

Click + Add

Create your first outcome

Configure the outcome

Name: Short label (e.g., “Appointment Booked”)
Type: Boolean, Text, Number, Category, or Multi Category
Instructions: Clear description of what to extract from the transcript

Save

Your agent will now extract this outcome from every new call

Add call outcomes with Charlie

You don’t have to set outcomes up by hand. Charlie, the AI assistant in the Agent Builder, can create and refine them for you. Describe what you’d like to track and Charlie sets it up in your agent’s draft for you to review.

Add a new outcome (yes/no, number, text, category, or multi-category)
Refine the instruction so the extraction picks up the right cases
Turn on the “reason” toggle so each value comes with a short explanation
Turn a yes/no outcome into a dashboard metric

What Are Call Outcomes?
Use Cases
Outcome Types

Think of call outcomes as giving telli a checklist of questions to answer about every call:

“Did the caller book an appointment?” → Yes / No
“What was the caller interested in?” → Free text answer
“How satisfied was the caller?” → Positive / Neutral / Negative
“How many units did the caller want to order?” → A number
“Which topics did the caller mention?” → One or more options from your list

These answers are automatically extracted and available on every call record, ready to filter, export, and act on.

Review calls at a glance: Open any call and immediately see the key takeaways on the Outcome tab without listening to the recording
Filter your call list: Find all calls where an appointment was booked or a specific product was mentioned
Trigger email notifications: Set up conditional email alerts using boolean, category, or multi-category outcomes (e.g., “Only email me when the caller booked an appointment”)
Export to CSV: Call outcomes are included when you export your contacts, so you can use them in spreadsheets or import them into other tools
Track metrics on your dashboard: Boolean (yes/no) outcomes can appear as analytics on your dashboard so you can track conversion rates over time
Receive via webhook: If you use webhooks, call outcomes are included in the call_ended event payload so you can integrate them into your own systems

Type	What it returns	Example
Boolean (Yes/No)	Yes or No answers	”Did the caller schedule an appointment?”
Text	Free text extracted from the conversation	”Summarize what product the caller was interested in.”
Number	A numeric value	”How many units did the caller want to order?”
Category	One option from a set of predefined choices you define	”What was the caller’s sentiment?” with options: Positive, Neutral, Negative
Multi Category	Multiple options from a set of predefined choices you define	”Which topics did the caller mention?” with options: Pricing, Features, Support, Integration

Boolean outcomes can be displayed as metrics on your dashboard to track conversion rates over time.

Configuration Options
Good to Know

When creating a call outcome, you’ll configure these fields:

Field	Description
Name	Short label for this outcome (e.g., “Appointment Booked”, “Caller Sentiment”)
Type	Boolean, Text, Number, Category, or Multi Category
Instructions	Clear description of what telli should look for in the transcript. Write it like you’re explaining it to a person.
Include Reason	(Optional) Toggle this on if you also want a short explanation of why telli chose that answer
Include in Analytics	(Boolean type only) Toggle this on to have this outcome show up as a metric on your dashboard

The outcome type is locked after you first save it. You can update the instructions, but you can’t change a boolean to a category later. You’d need to create a new outcome.

Prompting Cookbook

Feature Cookbooks

Quick Start

Add call outcomes with Charlie

​Quick Start

​Add call outcomes with Charlie

Quick Start

Add call outcomes with Charlie