Answers and outcomes
PreviewAnswers are the typed values a call captures. The outcome is how the call ended. Together they are what your store acts on.
A call doesn't give you notes. It gives you answers, each one a typed value, and one outcome that sums up how the call ended.
Answers
Each flow declares the answers it may capture and the type of each.
| Type | Example question | Example value |
|---|---|---|
| Yes or no | Did you place this order? | true |
| Choice | What stopped you from paying? | Payment failed (one of the step's choices) |
| Number | How many people will be home? | 2 |
| Date | Which day suits you for delivery? | Saturday |
| Text | What's the right address, with the area and city? | 2nd floor, Prestige Tower, MG Road, Bengaluru 560001 |
Each answer is stored as its value, in English: a "haan" in Hindi and a "yes" in English both land as true in the same column. See Understanding answers. What the shopper actually said stays in the call's transcript, line by line with the language and the time, beside the recording, so anyone can open the call and hear it.
If a shopper doesn't answer a question, it stays empty. A call that ends before all answers are in is partial, and everything it captured is kept.
Outcomes
The outcome is the single result of a run. Each flow has its own list. For Order verification:
| Outcome | Meaning | What your store usually does |
|---|---|---|
confirmed | The shopper placed the order and can receive it | Release it for dispatch |
address_changed | Confirmed, with a new address | Update the shipment, then dispatch |
cancelled | The shopper didn't place it or doesn't want it | Cancel the order |
needs_team | Your system refused a change or didn't reply in time | A person checks the order |
Every flow can also end as not_now (the shopper couldn't talk), opted_out, no_response or failed. A run where nobody ever answered has no outcome: it ends as gave_up, and you follow your own rule, for example hold the order or ship it as prepaid only.
Where answers go
Answers and the outcome reach your store by webhook when the call ends (run.completed), on the run by API (Get a run), appear on the call record in the app, and add up in Results and analytics.
How a call does things for the shopper.