Outcomes

At a glance

• Create and edit fields under Settings → Outcomes or in an agent’s Call Outcomes tab
• Use Applies to to choose all agents, selected agents, or no agents
• Choose a type (Boolean, Text, Number, Category, Multi Category)
• Enable Provide reason to add an optional explanation for each value
• View results in Conversation History and receive them via the call_ended webhook

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How it works

• Schema-strict: output always matches the field type you selected.
• Missing information: Text, Number, Category, and Multi Category fields return null when required information is missing. Boolean fields convert null to false before returning the result.
• Date-aware: the model knows the call’s date, weekday, and local time, so relative wording like “tomorrow” or “next Friday” and dates said without a year resolve against the day of the call.

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Create a field

1. Go to Settings → Outcomes → Create outcome. To start from an agent, open its Call Outcomes tab and select Create outcome.
2. Enter a Name for the field, such as lead_conversion.
3. Select a Field Type.
4. Under Applies to, select all agents, specific agents, or Deselect all to assign no agents. New outcomes start with all agents selected in Settings, or the current agent selected in the agent’s tab.
5. Write clear Instructions (see templates).
6. For Category or Multi Category, add the allowed Category Values.
7. To include an explanation, enable Provide reason.
8. Select Create. telli extracts this field from new calls.

• Boolean (True/False): yes/no or binary states
• Text: short free-form text
• Number: integer or decimal
• Category: one option from a list you define (use labels your team understands)
• Multi Category: multiple options from a list you define

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Plan before you add fields

• What decision will this field drive? (reporting, routing, QA, follow-ups)
• Which type is simplest for that decision?
• For Category, define a small, clear option set.
• Keep the Instructions unambiguous and focused on what to extract.
• Confirm downstream systems handle new fields and null safely.

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Instruction templates (copy/paste)

• Boolean — lead conversion Set to true only if the customer clearly agreed to be contacted again (explicitly or by accepting next steps). Otherwise set to false.
• Category — lost reason Select the single best explanation for why the customer is not proceeding.
  • Choose NO_INTEREST if the customer is no longer interested in the product.
  • Choose PREVIOUSLY_CONTACTED if the customer already been contacted about this topic
  • Choose TOO_EXPENSIVE if the customer expresses reluctance about the price of the product
• Text — follow-up timing Return the agreed follow-up time concisely (e.g., Thursday 09:00).
• Number — quantity requested Return the total number of units requested.
• Text — insurance provider (string example) Return the exact insurance provider the customer says they are a member of (e.g., Insurance A, Insurance B, Insurance C).

• One decision per field.
• Prefer Category over Text when you’ll filter or chart results.
• Include brief examples in the instructions if edge cases exist.
• Remember that the analysis is based on the call transcript and the date and time of the call.

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Data you’ll receive

{
  "outcomes": [
    {
      "key": "lead_conversion",
      "dataType": "boolean",
      "value": true,
      "reason": "Customer confirmed they want to be contacted."
    },
    {
      "key": "lost_reason",
      "dataType": "category",
      "value": "NO_INTEREST",
      "reason": "Customer explicitly mentioned that they are not planning to buy right now."
    },
    {
      "key": "insurance_provider",
      "dataType": "string",
      "value": "Insurance A",
      "reason": "Customer stated their insurer explicitly."
    }
  ]
}

• reason appears only if enabled for that field.
• Text, Number, Category, and Multi Category fields return null when required information is missing. Boolean fields convert null to false before returning the result.