Overview
The Ended Reasons page allows you to manage how call outcomes are classified for both inbound and outbound calls. These labels help you track call performance, analyze success rates, and understand why calls end in specific ways. Ended reasons are automatically assigned based on call outcomes, and you can customize the conditions and descriptions to match your business needs.
Outbound Ended Reasons
Define how outbound call outcomes are labeled and categorized. These reasons apply to calls your AI agents initiate to contacts.Default Ended Reasons
Voicemail Drop- Condition: if Voicemail was left
- Used when the call reaches voicemail and a message is left
- Condition: if Call was transferred to another party
- Applied when the AI agent successfully transfers the call to a human agent or another number
- Condition: if No answer received
- Used when the call rings but no one picks up
- Condition: if Technical error occurred
- Applied when there’s a system or technical issue preventing call completion
- Condition: if Call was connected (Default)
- The default outcome for calls that successfully connect and complete normally
- Wrong Number
- Opted out
- Callback requested
- Language barrier
Inbound Ended Reasons
Define how inbound call outcomes are labeled and categorized. These reasons apply to calls received by your AI agents.Default Ended Reasons
Transferred- Condition: if Call was transferred to another party
- Used when the AI agent routes the call to a human agent or department
- Condition: if Technical error occurred
- Applied when technical issues prevent proper call handling
- Condition: if Call was connected (Default)
- The default outcome for calls that successfully complete
- Add custom reasons by clicking Add Custom Reason
- Issue resolved
- Information provided
- Escalated to specialist
- Callback scheduled