Qualification outcomes
Outcomes define what your agent should do after the configured criteria produce a qualified or not-qualified result.
Configure both outcomes
Section titled “Configure both outcomes”- Open Call Handling in Agent Center.
- Select Outcomes.
- Set the primary action for When a caller qualifies.
- Add an optional backup action when another available action is useful.
- Repeat the setup for When a caller does not qualify. Live handoff is not available on this result.
- Select Save qualification settings.
Two result paths
Section titled “Two result paths”Configure each path independently:
- When a caller qualifies
- When a caller does not qualify
Each result needs at least one configured action. The customer-visible result stays one of these two states, and the action that follows does not change the result itself.
Primary action and backups
Section titled “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 depend on the result:
| Result | Available prepared actions |
|---|---|
| Qualified | Live handoff, book an appointment, or take a message when each selected action is ready |
| Not-qualified | Book an appointment or take a message when each selected action is ready |
Live handoff cannot be selected for not-qualified callers. Use booking or message taking when your business wants a helpful next step after that result.
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.
| Outcome action | Required preparation |
|---|---|
| Live handoff | A valid destination, availability, and fallback plan |
| Book an appointment | Working availability and confirmed booking controls |
| Take a message | Take messages saved On in Call Handling > Reception |
Design a useful fallback
Section titled “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.
If you disable an action later, review both outcome lists. The saved ordering may remain visible for editing even though a disabled capability cannot complete on a new call.
Example outcome orders
Section titled “Example outcome orders”For a qualified mortgage-program caller, a useful order might be Live handoff → Book an appointment → Take a message. For a not-qualified result, use Book an appointment → Take a message if the team still wants a consultation or follow-up request.
For home services, a qualified urgent request might use Live handoff → Take a message, while a not-qualified request uses Take a message for staff review. Select only actions your team has prepared and tested.