Post Call Outcomes

Post-Call Outcomes allow you to update what ultimately happened after a call ended. This makes it possible to track real business results, such as sales, booked appointments, or completed follow-ups, even if those events occur outside of Phonely. This is one of the most powerful tools for measuring and optimizing your AI agent’s real-world performance.

Why Post-Call Outcomes Matter

When building a voice AI agent, the goal is not just to complete conversations, but to achieve meaningful outcomes. For example, your agent might:

Book an appointment
Qualify a lead
Transfer a caller to a human
Collect information for a follow-up
Support a customer inquiry

However, the final result often happens after the call ends.

Show Examples

A lead converts into a paying customer later
An appointment is successfully completed
A transferred call results in a sale
A follow-up email leads to conversion

Post-Call Outcomes allow you to send this information back into Phonely so you can track and analyze real business impact, not just conversation activity.

What You Can Track with Post-Call Outcomes

Each call can be updated with outcome data that helps you measure conversions, revenue, and performance across your business.

Outcome Field	Description	Examples
Custom Call Outcome	A label that describes the final result of the call. This defines what ultimately happened after the conversation.	Sold, No Sale, Appointment Completed, Appointment No-Show, Qualified Lead, Follow-Up Required, Escalated Successfully
Outcome Value	The monetary value associated with the call outcome. This represents the revenue or business value generated from the call.	custom_call_outcome_value: 299
Custom Metadata	Additional structured data attached to the call outcome. This can include campaign information, sales rep identifiers, product details, or any business-specific attributes.	campaign name, rep ID, notes

curl -X PATCH "https://app.phonely.ai/api/calls/agent123/call456" \
  -H "X-Authorization: your-api-key-here" \
  -H "Content-Type: application/json" \
  -d '{
    "custom_call_outcome": "Sold",
    "custom_call_outcome_value": 299,
    "custom_call_metadata": {
      "campaign": "spring_2026",
      "rep_id": "12345",
      "notes": "Customer was very interested"
    }
  }'

This allows you to measure:

Revenue generated per call
Conversion rates
Campaign performance
Agent effectiveness
Lead quality etc.

How Calls Are Identified

Phonely lets you update the post-call outcome fields for a call using either of the following identifiers: Call ID: Use this endpoint when you want to update the outcome for a specific call.

PATCH /api/calls/{agent_id}/{call_id}

Phone Number: Use this endpoint to update the outcome based on the caller’s phone number. The preference parameter determines whether the update applies to the first or last call associated with that number.

PATCH /api/calls/{agent_id}/{e164_phone_number}?preference=first|last

Option 1: Update by Call ID

Updates one exact call using its unique call ID.

curl -X PATCH "https://app.phonely.ai/api/calls/agent123/call456" \
  -H "X-Authorization: your-api-key-here" \
  -H "Content-Type: application/json" \
  -d '{
    "custom_call_outcome": "Sold",
    "custom_call_outcome_value": 299,
    "custom_call_metadata": {
      "campaign": "spring_2026",
      "rep_id": "12345",
      "notes": "Customer was very interested"
    }
  }'

Option 2: Update by Phone Number (Last Touch - default)

Updates a call using the caller’s phone number (E.164 format), and automatically picks the most recent call from that number.

Phone numbers must be in E.164 format.Correct: +14155551234Incorrect: 4155551234

This is common for workflows like:

“Customer bought later”
“Appointment completed”
“Lead converted after follow-up”

Why it matters: If the same person called twice, the outcome attaches to the most recent interaction, which usually matches conversion reality. Example

curl -X PATCH "https://app.phonely.ai/api/calls/agent123/+14155551234" \
  -H "X-Authorization: your-api-key-here" \
  -H "Content-Type: application/json" \
  -d '{
    "custom_call_outcome": "No Sale",
    "custom_call_outcome_value": 0,
    "custom_call_metadata": {
      "reason": "Price too high",
      "follow_up": true
    }
  }'

Option 3: Update by Phone Number (First Touch)

Updates a call using the caller’s phone number, but selects the earliest (first) call from that number. Common cases:

Tracking conversions back to the first inbound call
Measuring campaign performance where the first interaction matters

Updates the earliest call for that phone number. You must explicitly set:?preference=first Example

curl -X PATCH "https://app.phonely.ai/api/calls/agent123/+14155551234?preference=first" \
  -H "X-Authorization: your-api-key-here" \
  -H "Content-Type: application/json" \
  -d '{
    "custom_call_outcome": "Sold",
    "custom_call_outcome_value": 499,
    "custom_call_metadata": {
      "attribution": "first_touch",
      "campaign": "spring_2026"
    }
  }'

Option 4: Partial Update (Only Outcome)

Updates only one field without sending a full payload. This is useful when:

You only know the final outcome label
You only want to update outcomes

Attribution behavior Depends on how you identify the call:

If you update by call_id → no attribution
If you update by phone number → attribution rules apply (first/last touch)

Example

curl -X PATCH "https://app.phonely.ai/api/calls/agent123/call456" \
  -H "X-Authorization: your-api-key-here" \
  -H "Content-Type: application/json" \
  -d '{
    "custom_call_outcome": "Follow Up Required"
  }'

Full Lifecycle Example

Example scenario: AI agent books an appointment.

Step 1

Call happens: Agent collects information and books appointment.

Step 2

Customer attends appointment later

Step 3

Your CRM detects appointment completion

Step 4

Your system sends outcome update

Step 5

Phonely updates analytics automatically. You can now see:

Appointment conversion rate
Revenue generated
Performance trends

Viewing Post-Call Outcomes in Analytics

Once post-call outcomes are set using the API, webhook, or integration, they automatically appear in the performance page, where you can track, compare, and analyze results over time. To open the performance page:

Go to Analytics in the left sidebar

Click Performance

Select the appropriate date range and agent

The charts and metrics will update automatically to include any post-call outcomes that were assigned. Every time a call outcome is updated (for example, "Sold" or "Appointment Completed"), that outcome becomes a trackable category in your analytics. You can view:

When outcomes occurred (by day or week)
How frequently each outcome occurs
How outcomes compare to total calls
How outcomes trend over time

This helps you understand not just call volume, but actual business impact.

Groups

Grouping allows you to compare specific outcomes against total calls or other outcomes. This is one of the most powerful ways to measure conversion rates. To configure grouping:

Click Group at the top of the Performance chart

Click Add Group

Select Group Type > Call Outcome

Select the outcome you want to track (for example, Appointment Booked)

Rename the group to something meaningful (for example, Appointments Booked)

Add another group for comparison (for example, All Calls or other outcomes)

Click Apply

The chart will now show each group separately. This allows you to clearly see:

How many calls resulted in appointments
How that compares to total calls
The percentage conversion rate over time

This helps you measure how effectively your AI agent is achieving your business goals.

Absolute and Percentage Views

You can change how the data is displayed using the chart controls.

Absolute mode shows raw counts (for example, 25 appointments)
Percentage mode shows conversion rates (for example, 25%)

View the Actual Calls Behind an Outcome

You can click any outcome, group, or chart segment to see the specific calls that produced that result. For example: Clicking the appointment booked group will open a list showing:

Hide Examples

All calls marked with that outcome
Call timestamps
Caller phone numbers
Call summaries
Call recordings
Full transcripts

From there, you can:

Listen to successful calls
Identify patterns in high-performing conversations
See exactly what the AI did correctly
Identify areas for improvement

This allows you to move beyond analytics and understand real caller behavior. To learn more about the performance page please refer to this guide.

GET STARTED

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Why Post-Call Outcomes Matter

What You Can Track with Post-Call Outcomes

How Calls Are Identified

Option 1: Update by Call ID

Option 2: Update by Phone Number (Last Touch - default)

Option 3: Update by Phone Number (First Touch)

Option 4: Partial Update (Only Outcome)

Full Lifecycle Example

Viewing Post-Call Outcomes in Analytics

Groups

Absolute and Percentage Views

View the Actual Calls Behind an Outcome

​Why Post-Call Outcomes Matter

​What You Can Track with Post-Call Outcomes

​How Calls Are Identified

​Option 1: Update by Call ID

​Option 2: Update by Phone Number (Last Touch - default)

​Option 3: Update by Phone Number (First Touch)

​Option 4: Partial Update (Only Outcome)

​Full Lifecycle Example

​Viewing Post-Call Outcomes in Analytics

​Groups

​Absolute and Percentage Views

​View the Actual Calls Behind an Outcome

Why Post-Call Outcomes Matter

What You Can Track with Post-Call Outcomes

How Calls Are Identified

Option 1: Update by Call ID

Option 2: Update by Phone Number (Last Touch - default)

Option 3: Update by Phone Number (First Touch)

Option 4: Partial Update (Only Outcome)

Full Lifecycle Example

Viewing Post-Call Outcomes in Analytics

Groups

Absolute and Percentage Views

View the Actual Calls Behind an Outcome