Every order a call rule picks up becomes a job with a state (where it is in its journey) and, once finished, an outcome (how it ended). The main outcomes are confirmed, cancelled, no_input and unreachable. The Orders screen shows both, and you can attach outcome actions to each outcome.

States#

State	Meaning
Scheduled	Waiting for its next call: the delay, a retry gap, the calling window, or a temporary problem such as a low wallet
Dialing	A call is in progress
Settled	Finished with an outcome
Cancelled	Stopped before it finished: the order was cancelled or paid on the store, or you cancelled the job
Skipped	Never called: it didn't match the conditions, had no valid Indian phone number, or the number is on your do-not-call list

Outcomes#

Outcome	Shown as	Meaning
`confirmed`	Confirmed	Customer pressed 1 and the store accepted the confirmation
`cancelled`	Cancelled	Customer pressed 2 and the store cancelled the order
`no_input`	No input	Customer answered but didn't press a key, after the last attempt
`unreachable`	Unreachable	No answer, busy or failed on every attempt
`expired`	Expired	The give-up time passed before the order was confirmed
`action_failed`	Update failed	Customer chose, but the store update failed. It is retried in the background
`confirmed_elsewhere`	Confirmed elsewhere	The order was already confirmed on the store before the call
`cancelled_elsewhere`	Cancelled elsewhere	The order was already cancelled on the store
`order_not_found`		The store no longer has the order (only for integrations where we check the order before calling)

How an outcome is decided#

What happened on the last call	Outcome
Answered, pressed 1, store accepted	`confirmed`
Answered, pressed 2, store accepted	`cancelled`
Answered, pressed a key, store update failed	`action_failed`
Answered, no key	`no_input`, or a retry if "Answered but no key pressed" is a retry reason and attempts are left
No answer, busy or failed	A retry if attempts are left and the give-up time has not passed, else `unreachable`

confirmed_elsewhere and cancelled_elsewhere apply when the store already shows the order as confirmed or cancelled when we check it.

Each order's timeline#

Open an order on the Orders screen to see:

the order (name, number, customer, masked phone, COD amount, payment method)
a timeline: event received, scheduled or skipped, each call, each store request, and the final outcome
every call with its start time, status, the keys pressed, the outcome and the duration
the store request behind each action, with its response

The outcome_detail text explains the last step in plain words, for example "calling (attempt 2 of 3)" or "waiting: wallet balance is too low".