When an AI voice agent finishes a call, the result comes back to the contact in Edesy CRM: what happened, a summary, the transcript and the recording. If the call settled something, such as the lead being qualified or asking not to be called, the lead's status changes to match.
Results come back automatically when the CRM is connected with one-click connect, which is rolling out now. A connection made with an API key alone places calls but doesn't receive results. See Connect a voice agent.
What arrives on the contact#
Every call sends a result, whether or not the lead picked up.
| Field | What it is |
|---|---|
| Disposition | How the call ended, for example QUALIFIED, CALLBACK_REQUESTED, NO_ANSWER or VOICEMAIL. If your agent sets its own outcome, that one is used |
| Summary | A short summary of the conversation |
| Transcript | What the agent and the lead said |
| Recording | A link to the call recording, when recording is on |
| Duration | Call length in seconds |
| Agent | Which voice agent made the call |
The call shows on the contact's Activity tab under Calls, and the contact's last-contacted time updates.
The result is matched to the contact the call was placed for. A call the CRM didn't start, for example one from a campaign run in the voice agent app, is matched by phone number.
If the same result is delivered twice, which can happen when a delivery is retried, the CRM uses it once. The lead isn't scored twice.
How the lead's status changes#
| Disposition from the call | Outcome in the CRM | Lead status |
|---|---|---|
qualified |
Qualified | Qualified |
converted |
Converted | Converted |
interested |
Interested | Engaged, if the lead isn't already further along |
callback, callback_requested, callback_later, callback_scheduled |
Callback requested | Contacted, if the lead isn't already further along |
not_interested |
Not interested | Unqualified, with the reason "Not interested (stated on call)" |
wrong_number |
Wrong number | Unqualified, with the reason "Wrong number" |
do_not_call, dnc |
Do not call | Unqualified, with the reason "Do not call (requested by contact)" |
no_answer, busy, failed, voicemail, not_reachable |
Not reachable | Unchanged |
answered, completed, success, partial, transferred, no_decision, custom |
None | Unchanged |
Three rules sit behind this table:
- A call never drags a lead backwards. "Interested" and "Callback requested" only move a lead forward. An Interested call on a lead that's already Qualified leaves it Qualified. If the lead was Unqualified, a call where they're interested brings them back to Engaged.
- Qualified, Converted and the three Unqualified outcomes always apply, because the call settled the question.
- Not picking up says nothing about interest. Unanswered calls, voicemail and busy lines don't change the status, so three missed dials won't quietly mark a hot lead as contacted.
Dispositions are matched without caring about case, spaces or hyphens: Callback Requested, callback-requested and CALLBACK_REQUESTED all count as a callback. A disposition the CRM doesn't recognise leaves the lead untouched.
Get better outcomes#
The CRM can only move a lead if the call ends with a clear disposition. Have your agent set one at the end of every call, for example qualified, not_interested or callback_requested. See dispositions and outcome actions in the voice agent docs.