# Outcome Actions

> Run an action automatically when a call ends with a given outcome - send a webhook, send an email, update a CRM, schedule a callback or trigger a workflow.

Source: https://edesy.in/docs/voice-agent/post-call/outcome-actions

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](https://edesy.in/docs/voice-agent/workflows) | 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

1. Open the agent and go to its outcome settings.
2. Click to add an action and **Select Action Type**.
3. Give it an **Action Name**.
4. Under **Trigger On Outcomes**, tick one or more outcomes.
5. Fill in the configuration (URL, email address, CRM fields, callback delay or workflow).
6. 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](https://edesy.in/docs/voice-agent/post-call/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](https://edesy.in/docs/voice-agent/api/webhook-subscriptions).

## Related

- [Dispositions reference](https://edesy.in/docs/voice-agent/post-call/dispositions)
- [Workflows](https://edesy.in/docs/voice-agent/workflows)
- [Lead qualification example](https://edesy.in/docs/voice-agent/examples/lead-qualification)