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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. Ended Reasons

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Outbound Ended Reasons

Define how outbound call outcomes are labeled and categorized. These reasons apply to calls your AI agents initiate to contacts.

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Default Ended Reasons

Voicemail Drop
  • Condition: if Voicemail was left
  • Used when the call reaches voicemail and a message is left
Transferred
  • Condition: if Call was transferred to another party
  • Applied when the AI agent successfully transfers the call to a human agent or another number
No Answer
  • Condition: if No answer received
  • Used when the call rings but no one picks up
Call Error
  • Condition: if Technical error occurred
  • Applied when there’s a system or technical issue preventing call completion
Connected
  • Condition: if Call was connected (Default)
  • The default outcome for calls that successfully connect and complete normally
Click Add Custom Reason to create additional ended reason categories specific to your use case, such as:
  • Wrong Number
  • Opted out
  • Callback requested
  • Language barrier

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Inbound Ended Reasons

Define how inbound call outcomes are labeled and categorized. These reasons apply to calls received by your AI agents.

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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
Call Error
  • Condition: if Technical error occurred
  • Applied when technical issues prevent proper call handling
Connected
  • Condition: if Call was connected (Default)
  • The default outcome for calls that successfully complete
  • Add custom reasons by clicking Add Custom Reason
Custom inbound reasons might include:
  • Issue resolved
  • Information provided
  • Escalated to specialist
  • Callback scheduled

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Creating Custom Ended Reasons

When you add a custom ended reason, you’ll define: Label: A clear, descriptive label for the outcome (e.g., “Appointment Scheduled”) Condition: The criteria that determines when this reason should be applied