> ## Documentation Index
> Fetch the complete documentation index at: https://docs.telli.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Outcomes

> Automatically extract structured information from every call your telli agent handles.

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

<Steps>
  <Step title="Go to Agent Settings">
    Navigate to your agent and scroll to the **Custom Call Outcomes** section
  </Step>

  <Step title="Click + Add">
    Create your first outcome
  </Step>

  <Step title="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
  </Step>

  <Step title="Save">
    Your agent will now extract this outcome from every new call
  </Step>
</Steps>

***

## Add call outcomes with Charlie

You don't have to set outcomes up by hand. [Charlie](/cookbooks/charlie/overview), 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.

<Note>
  * 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
</Note>

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  <source src="https://mintcdn.com/telli/yTwqc2QbhCfx6_2_/onboarding-media/Cookbooks/Charlie/CB_Charlie_CallOutcomes.mp4?fit=max&auto=format&n=yTwqc2QbhCfx6_2_&q=85&s=f82936b08041cc0b2743f6c9adac7889" type="video/mp4" data-path="onboarding-media/Cookbooks/Charlie/CB_Charlie_CallOutcomes.mp4" />
</video>

***

<Tabs>
  <Tab title="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**
    * *"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.
  </Tab>

  <Tab title="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 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
  </Tab>

  <Tab title="Outcome Types">
    | 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 |

    <Tip>
      Boolean outcomes can be displayed as metrics on your dashboard to track conversion rates over time.
    </Tip>
  </Tab>
</Tabs>

***

<Tabs>
  <Tab title="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, 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                      |

    <Warning>
      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.
    </Warning>
  </Tab>

  <Tab title="Good to Know">
    * Outcomes are generated **after the call ends**, based on 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

    <Note>
      Custom call outcomes only apply to calls made after you configure them. They won't be retroactively applied to previous calls.
    </Note>
  </Tab>
</Tabs>