---
title: Outcomes
description: "Structured fields the agent fills once a conversation ends, defined under Outcomes and shown on every call and as columns in Call Logs."
---

An outcome is a field extracted from a conversation after it ends: a reason for
calling, an interest level, a follow-up date. You define the fields once under
**Outcomes**; every call and conversation then carries a value for each, on the
call's page and as a column in **Call Logs**.

:::tip[When to use them]
Whenever you would otherwise read transcripts to answer a question. "How many
callers were interested?" is one outcome with four possible values, filterable in
**Call Logs** and exportable through [webhooks](/operate/webhooks).
:::

## How it works

Outcomes are **post-call extraction**: once the conversation ends, the model reads
the transcript and fills every defined field. A field with **Possible Values** is
constrained to that list; a field without them is free text. Nothing is asked of
the caller; the agent does not know the fields exist.

![The Outcomes section with three defined fields.](/media/build/outcomes-list.webp)

## Add an outcome

1. Open the agent and choose **Outcomes** under **Build**. The fields are listed
   under **Post-call extraction**.
2. Choose **Add Outcome** (**Add Manually** while the list is empty). A form opens
   above the list.
3. Fill it in:

   | Field | Meaning |
   |---|---|
   | **Variable Name** | The key, such as `customer_intent`. Used as the column name in **Call Logs** and in webhook payloads. |
   | **Label** | Optional. A human-readable name shown in place of the key. |
   | **Description** | What the model should look for, such as `Reason for calling`. This is the instruction; write it as one. |
   | **Possible Values (optional)** | Type a value and press Enter; each value gets a row with an optional **Label**. With values set, the result is always one of them. |
   | **Enable Notifications** | Sends an email when this outcome is captured. **Notify To** takes the address; **Notify When Value Is (optional)** limits it to one of the possible values, so add values first to use it. |

4. Choose **Add Outcome** in the form, then **Save** the agent.

<video src="/media/build/add-outcome.mp4" autoplay loop muted playsinline></video>

*Adding an outcome with four possible values.*

**Edit** on a card reopens the same form; **Delete** removes the field from future
conversations only. Past calls keep their values.

## Generate with AI

**Generate with AI** reads the agent's prompt and proposes a set of outcomes that
fit it. On an empty list it generates straight away. Once outcomes exist, the dialog
**Generate outcomes with AI** asks whether to **Append** them to the existing list or
**Replace** it. Names must be unique: a generated outcome whose name is already taken
is marked **Duplicate**, and the agent cannot be saved until it is renamed or
removed. Review the result before saving: generated descriptions are a good start and
generated value lists are often longer than you want.

## Behaviour and limits

- Outcomes run for every ended conversation of the agent, in browser tests as well
  as real calls, and for text agents as well as voice.
- Keys become **Call Logs** columns automatically. Toggle them under **Columns**.
- A description that asks two questions yields unreliable answers. One field, one
  question.
- The built-in outcome card on every call (**Task status**, **Sentiment**,
  **Disconnect reason**) is separate and always present.
- Outcomes are read from the stored transcript. With **Data Storage Preference**
  on **Opt-Out of Data Storage** the transcript is deleted after 24 hours, and
  the values go with it.

## Verify

Run a **Chat** or **Call** test that touches the topic, end it, then open the conversation under
**Call Logs** or **Conversations**. The outcome values appear under **Outcome** on the
call's page and in the matching columns of the list.

## Troubleshooting

- **The value is empty.** The conversation did not contain the information, or the
  description does not say what to look for. Rewrite the description as an
  instruction.
- **The value is not one of my options.** Add **Possible Values**; free-text fields
  answer in the model's own words.

## Related

- [Call logs](/operate/call-logs)
- [Call details](/operate/call-details)
- [Webhooks](/operate/webhooks)
- [Prompting guide](/build/prompting/prompting-guide)