Understanding Status & Outcomes in VoiceB

By Alex Bisbe. Last update: January 26th 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.

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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.

The tag indicates that the call was:

• Successfully routed to a live agent during the conversation.

• Sent to your call center or sales team directly from the AI Agent.

Example:

• 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 Integration

• HubSpot Integration

• Webhooks

• Custom CRM Connectors

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Summary Table

Status	Outcome	Meaning	Notes
❌ Invalid	Not Interested	No intent, wrong target, rejected offer	Excluded from billing
❌ Invalid	Dropped	<15s, no interaction	Excluded from billing
❌ Invalid	Voicemail	Reached voicemail	Excluded from billing
✅ Valid	Sold	Customer accepts + required data collected	Can include Transferred
✅ Valid	Talk to Agent	Valid lead needing a human follow-up	Can include Transferred

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New: Tags (Custom Outcomes)

VoiceB now introduces Tags, a powerful extension to the existing Status and Outcome model.

While Status explains if a call was successful and Outcome explains what happened, Tags explain what the call means for your business. They act as a second, fully customizable outcome layer, automatically applied by the AI after understanding the full conversation.

With Tags you can classify calls by product interest, customer type, or intent, enrich your CRM, and route leads with far more precision—without breaking existing reporting.

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

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