Ended Reasons

Ended Reasons control how call outcomes are classified for both inbound and outbound calls. Each call is assigned an ended reason based on what happened, and these labels appear in the Conversations table, filters, and analytics. Navigate to Settings > Calls > Ended Reasons to manage your reasons.

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Built-in Reasons

Built-in reasons are assigned automatically based on call mechanics (e.g., whether the call connected, went to voicemail, etc.). Each reason has a fixed condition and a customizable label. You can rename any built-in label by clicking the pencil icon on its row. For example, you might rename “Connected” to “Completed” to better match your team’s terminology. Conditions cannot be changed since they’re determined by the system.

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Custom Reasons

Custom reasons let you define additional outcome categories for calls that connected successfully. When a call ends with a “Connected” status, the AI analyzes the transcript and selects the most appropriate custom reason based on its condition.

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Adding a Custom Reason

Click Add Custom Reason at the bottom of either the Outbound or Inbound section. A new row appears inline with two fields:

• Label - The outcome name displayed in conversations (e.g., “Appointment Scheduled”, “Callback Requested”). Must contain only letters, numbers, and spaces. Must be unique.
• Condition - A natural-language description of when this label should apply (e.g., “The caller scheduled an appointment during the conversation”). Must be unique.

Click the checkmark to save, or the X to discard.

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Pre-configured Reasons

New organizations start with two outbound reasons: No pre-configured reasons are created for inbound calls.

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Editing and Deleting

Click the pencil icon on any custom reason to edit its label or condition. Click the trash icon to delete it. Built-in reasons cannot be deleted.

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How Ended Reasons Are Assigned

1. The system determines the call’s mechanical outcome (connected, voicemail, no answer, transferred, or error) and maps it to a built-in reason
2. For connected calls with custom reasons configured, the AI analyzes the transcript and picks the best-matching custom label
3. The final label appears on the call in Conversations

Renaming a built-in label updates the display for all calls in that category. Custom labels only appear when the AI selects them on connected calls.