Quick Start
Configure the outcome
- Name: Short label (e.g., “Appointment Booked”)
- Type: Boolean, String, Number, or Category
- Instructions: Clear description of what to extract from the transcript
What Are Call Outcomes?
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
Use Cases
- 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, for example: “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_endedevent payload so you can integrate them into your own systems
Outcome Types
Boolean
Returns Yes or No answers. Example: “Did the caller schedule an appointment?”String
Returns free text extracted from the conversation. Example: “Summarize what product the caller was interested in.”Number
Returns a numeric value. Example: “How many units did the caller want to order?”Category
Returns one option from a set of predefined choices you define. Example: “What was the caller’s sentiment?” with options:Positive, Neutral, Negative
Writing Effective Outcome Instructions
The quality of your extracted outcomes depends heavily on how you write the instructions. Here’s how to write clear, effective descriptions:Be Specific
Do write: “Did the caller explicitly confirm they want to proceed with booking the service?”This clearly defines what should be considered a “yes.”
Describe What Counts
For boolean outcomes, explain what should be considered a “yes” vs a “no.” Example: “Determine whether the caller confirmed a specific date and time for an appointment during this call. Only mark as ‘Yes’ if both a date AND time were agreed upon.”Keep It Focused
Each outcome should answer one clear question. If you need multiple data points, create multiple outcomes. Instead of: “Did the caller book an appointment and provide their email?” Use two outcomes:- “Did the caller book an appointment?”
- “Did the caller provide their email address?”
Configuration Options
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, String, Number, or 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 |
Good to Know
- Outcomes are generated after the call ends — they analyze the full conversation transcript
- Each outcome is extracted independently, so you can add as many as you need
- You can update outcome instructions at any time, and the changes will apply to new calls going forward
- There are also built-in outcomes that telli generates automatically on every call (like a summary, whether a dialogue occurred, and whether a transfer or voicemail was detected). These are separate from your custom ones and always active
Custom call outcomes only apply to calls made after you configure them. They won’t be retroactively applied to previous calls.