Qualification outcomes

Outcomes define what your agent should do after the configured criteria produce a qualified or not-qualified result.

Two result paths

Configure each path independently:

• When a caller qualifies
• When a caller does not qualify

The customer-visible result stays one of these two states. The action that follows does not change the result itself.

Primary action and backups

The first action is primary. Additional actions are backups. Your agent tries the first available action and stops after one succeeds.

Available actions can include:

• live handoff;
• book an appointment;
• take a message.

An action can appear unavailable when its required setup is not ready. Complete the related handoff, booking, or message-taking setup before relying on it.

Design a useful fallback

Choose a backup that still helps the caller. For example, message taking can preserve a follow-up request when a live handoff is unavailable.

Test the primary action, then deliberately test an unavailable scenario to confirm the backup. Review the resulting record in Inbox.