Outcome actions run automatically after a call based on its lead-qualification outcome. For example, when a call ends as Qualified you can update the CRM and email the sales team; when it ends as Callback requested you can schedule the callback. Each action picks one or more outcomes and one action type.
Outcomes#
| Outcome | Meaning |
|---|---|
| Qualified | The lead met your criteria |
| Not qualified | The lead did not meet them |
| Callback requested | The caller asked for a callback |
| No answer | The call was not answered |
| Voicemail | Voicemail was reached |
| Transferred | The call went to a person |
| Custom | An outcome you defined |
Action types#
| Action | What it does | Typical use |
|---|---|---|
| Webhook | POSTs the call result to your URL | Push to an internal system |
| Send Email | Emails a summary to a person or team | Alert sales about a hot lead |
| CRM Update | Updates the contact or lead in your CRM | Set lead status and notes |
| Schedule Callback | Schedules another call | Follow up at the time the caller asked |
| Trigger Workflow | Starts a workflow | Multi-step follow-up (WhatsApp, Sheets, payment link) |
CRMs connect via Edesy workflow integrations: Kylas, Zoho, HubSpot, Salesforce, Pipedrive and LeadSquared.
Add an outcome action#
- Open the agent and go to its outcome settings.
- Click to add an action and Select Action Type.
- Give it an Action Name.
- Under Trigger On Outcomes, tick one or more outcomes.
- Fill in the configuration (URL, email address, CRM fields, callback delay or workflow).
- Save, then place a test call that ends with that outcome and check the result.
Outcome actions or workflows?#
| Outcome actions | Workflows | |
|---|---|---|
| Setup | One action per rule, set on the agent | A visual multi-step canvas |
| Logic | Outcome → action | Triggers, conditions, delays, many steps |
| Best for | Simple, single follow-ups | Sequences and branching |
You can combine them: an outcome action of type Trigger Workflow hands off to a workflow.
FAQs#
Where does the outcome come from?
From the agent's set_call_outcome tool, voicemail detection or the call status. See dispositions.
Can one outcome run several actions? Yes. Add several actions that tick the same outcome.
Is the outcome-action webhook signed? For signed, retried delivery of call events, use webhook subscriptions.