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Every call leaves behind a small record, and it is the most useful thing the call produces. That record has two parts: the outcome (what happened) and the details (the facts worth keeping). Get both right and every follow up downstream gets sharper.

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The outcome: what happened

The agent sorts each call into one clear result. Did they book? Ask for a callback? Ask you to stop calling? This one word summary is called the outcome, and it’s how the campaign knows what to do next (see After the call). Some outcomes are decided for you and always work the same way. A handful are yours to describe in your own words, so the agent knows exactly what each one means for your business:
  • Asked for info. The person wanted details sent over, not a booking yet.
  • Callback. They asked to be reached at a better time.
  • Needs a human. Something came up that a person on your team should handle.
  • Opt out. They asked not to be contacted again. The agent respects this.
For each of these, you write a short line telling the agent when it applies. Plain language is best: “Opt out means the person clearly asked us to stop calling.”

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Your capabilities decide which outcomes exist

Not every outcome is available to every agent. The ones that describe something the agent did only exist when the agent can actually do it: The rest, callback, opt out, needs a human, voicemail, and so on, are always available, because they describe the call rather than the agent’s action. Add a capability and its outcome appears. Remove it and the outcome goes with it, along with whatever your campaign had routed off it. So it is worth settling the capabilities before you build out the follow-up.

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The details: your AI-generated fields

Beyond the outcome, the agent can pull specific facts out of the call. These are your AI-generated fields: the agent generates each one from what was actually said. It always saves the basics, like a short summary, and on top of that you can ask it to grab whatever else you care about. You add an AI-generated field by describing it in plain English:
  • A name for it (like “roof age”).
  • What kind of answer it is: text, a number, yes/no, or one from a list.
  • What the agent should listen for (“the age of the roof in years”).
The agent then fills it in from the conversation, when it comes up. It’s like handing the agent a small form to complete after each call.

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Signals: the yes/no ones

A yes/no field has its own name: a signal. Signals are the ones your campaign can act on. “Wants a callback” flips to yes, and a follow up fires. Think of a signal as a switch the rest of your campaign can wire into, so a plain fact from the call turns into an action (see After the call).
When you update your agent later, your own signals and AI-generated fields are the only ones that change. The standard, system managed ones are always kept safe, even if you don’t mention them.
A few fields belong to a capability rather than to you: the booking time and the booked signal come with Appointment Booking, the failed-transfer signal with Live Transfer. You can reword what the agent listens for, but you cannot delete one or change its type while the capability is installed, and trying to will come back as an error. Remove the capability and its fields go with it.

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Why this matters

The record is the bridge between the call and everything after it. A clean outcome plus a few good fields means your follow up can be sharp: text the people who asked for info, leave alone the ones who opted out, and flag the ones who need a human. Garbage in, garbage out, so it’s worth describing your outcomes and fields clearly.