Understanding Status & Outcomes in VoiceB

Understanding Status & Outcomes in VoiceB

By Alex Bisbe. Last update: March 2026

VoiceB classifies every call into a Status and an Outcome. Together, they define lead quality, intent, and the next operational step. This structure powers reporting, billing, routing, and your downstream integrations (Salesforce, HubSpot, Webhooks).

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1. Status Categories

Each call receives one of two high-level statuses:

✅ Valid The AI Agent reached a real person, the conversation had intent, and the lead fits your commercial scope.

❌ Invalid The call didn't result in a commercially meaningful conversation. No sales opportunity is created.

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2. Outcomes for INVALID Status

Invalid leads are automatically filtered out. These calls do not count toward sales metrics and are excluded from revenue-based pricing.

1. Not Interested

The lead is not a target, not interested in the offer, or explicitly rejects the product. Examples:

• "I'm not interested."

• "This is not for me."

• Wrong product segment.

• Wrong target audience.

2. Voicemail

The AI reached a voicemail system. No conversation took place.

3. Dropped

The call lasted under 15 seconds and had no meaningful customer interaction. Typical cases:

• Hang-ups

• Accidental dials

• Early disconnections

4. Customer Care

The call is valid but out of sales scope. The caller is an existing customer seeking support, billing, technical help, or account management — not a new purchase or sales interaction. No sales qualification or conversion is possible, so the call is marked Invalid for commercial KPIs.

5. Busy

The caller's line was busy or engaged at the time of the call. No conversation took place.

6. Unreachable

The call connected but was never answered. The number exists but no one picked up.

7. Not Found

The phone number dialed was invalid or could not be found. The call could not be connected.

8. Failed

A technical or system error prevented the call from connecting. This is an infrastructure-level outcome, not a commercial one. Failed calls should be monitored for patterns — a spike may indicate a telephony configuration issue.

9. Pending

The call was still in progress at the moment the CSV export was generated. Pending is a snapshot state, not a final outcome. If you see Pending calls in an export, re-export after a few minutes to retrieve the final outcome once the call has completed.

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3. Outcomes for VALID Status

Valid leads indicate a real opportunity. VoiceB uses two primary outcomes inside Valid.

1. Sold

The customer agrees to move forward and provides the required personal data to complete the sale. This is the strongest commercial outcome.

Sold is triggered when:

• The AI successfully pitches the offer.

• The customer accepts.

• The required personal data is collected (at minimum: the fields configured as mandatory for your process).

2. Talk to Agent

The lead meets your qualifying criteria but cannot be fully closed by the AI. Typical situations:

• Customer requires a final human confirmation.

• Complex cases needing agent validation.

• The customer is interested but does not provide all required data.

• AI cannot finalize the process due to business rules.

This outcome means valid lead, warm intent.

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4. Transferred (Real-Time Handoff)

Both Sold and Talk to Agent can carry an additional label: Transferred.

This appears only when real-time call transfer is enabled for your account. It indicates that the call was successfully routed to a live agent during the conversation.

Examples:

• Valid → Talk to Agent → Transferred

• Valid → Sold → Transferred (only if your flow includes a verification step)

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5. Why Status & Outcomes Matter

This classification enables:

• Accurate KPIs (conversion, agent handoff rate, sales rate)

• Precise billing models (only Valid outcomes count)

• Lead routing (real-time transfers, CRM pushes, HubSpot/Salesforce sync)

• Operational clarity (support, sales teams, QA)

Data from both Status and Outcomes is synced via Salesforce, HubSpot, Webhooks, and Custom CRM Connectors.

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Summary Table

Status	Outcome	Meaning	Billing
❌ Invalid	Not Interested	No intent, wrong target, rejected offer	Excluded
❌ Invalid	Dropped	<15s, no interaction	Excluded
❌ Invalid	Voicemail	Reached voicemail	Excluded
❌ Invalid	Customer Care	Out of sales scope	Excluded
❌ Invalid	Busy	Caller's line was busy/engaged	Excluded
❌ Invalid	Unreachable	Number valid but never answered	Excluded
❌ Invalid	Not Found	Phone number invalid or not found	Excluded
❌ Invalid	Failed	Technical error, call could not connect	Excluded
❌ Invalid	Pending	Call still in progress during CSV export	Excluded
✅ Valid	Sold	Customer accepts + required data collected	Billed
✅ Valid	Talk to Agent	Valid lead needing human follow-up	Billed

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Tags (Custom Outcomes)

VoiceB also supports Tags — a fully customizable second classification layer applied automatically by the AI after understanding the full conversation.

While Status explains if a call was successful and Outcome explains what happened, Tags explain what the call means for your business. Use them to classify calls by product interest, customer type, or intent, enrich your CRM, and route leads with greater precision — without affecting existing reporting.

👉 Learn more about Tags and how to configure them here.

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