Success criteria

• Goal Reached: the conversation did what the agent was built for, for example “Meeting booked” or “Payment promised”. These contacts count as Interested.
• Goal Not Reached: the conversation ended without that, for example “Already has a provider” or “Not the decision maker”. These contacts count as Not interested.

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Set up success criteria

1

Open Success Criteria

Open the agent, click Edit, and choose Success Criteria in the settings sidebar. You can also open it from the Success Criteria node on the workflow canvas.

2

Generate a starting set

Click Generate to have AI suggest criteria based on your script. Click Regenerate to get a new set.

3

Add or edit criteria

Click Add, or click a criterion to edit it. Fill in:

• Title: the status shown on the contact, for example Follow-Up Scheduled. Titles must be unique within the agent.
• Description: when this outcome applies, written for the AI, for example “The contact agreed to a follow-up call and gave a day and time.”
• Status Group: Goal reached or Goal not reached.

Click Create or Update to save.

4

Choose the default

In the Goal Not Reached group, hover over a criterion and click Set as Default. The default is used when no other criterion matches. Out of the box it’s Not interested.

5

Mark as reviewed

After you edit the script, the page shows “Review the success criteria after the last edits”. Check that your criteria still fit and click Mark as Reviewed.

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Built-in criteria

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How criteria are applied

• Criteria are checked against real conversations only. Unanswered calls, voicemail, and silent or very short calls are handled before classification and retried. See Statuses and outcomes.
• Each criterion is checked against the conversation. If both a Goal Reached and a Goal Not Reached criterion match, the Goal Reached one wins. Among several matches in the same group, the strongest match wins.
• If nothing matches, the conversation gets your default Goal Not Reached criterion.
• The criterion’s name is shown as the contact’s and call’s status, so a contact can show “Follow-Up Scheduled” instead of “Interested”.
• Success Rate counts every Goal Reached outcome, whatever its name.

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Writing good criteria

• Make goals verifiable. Name the action that proves success: booked, confirmed, agreed to pay, gave an email address.
• Keep criteria distinct. If two descriptions could both match the same call, merge them or add a detail that separates them.
• Use Goal Not Reached criteria to learn why. “Price too high”, “Using a competitor”, and “Not the decision maker” turn a single Not interested bucket into reasons you can act on.
• Keep the list short. Three to six criteria per group is usually enough.

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Use criteria in automations

"successCriteria": {
  "goalReached": true,
  "name": "Follow-Up Scheduled",
  "description": "The contact agreed to a follow-up call and gave a day and time.",
  "reason": "The contact asked to talk again on Thursday at 3 pm.",
  "type": "INTERESTED"
}

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Set criteria with the API

{
  "successCriteria": {
    "interested": [
      {
        "name": "Follow-Up Scheduled",
        "description": "The contact agreed to a follow-up call and gave a day and time.",
        "type": "INTERESTED",
        "order": 0
      }
    ],
    "notInterested": [
      {
        "name": "Using a competitor",
        "description": "The contact says they already use another provider and won't switch.",
        "type": "NOT_INTERESTED",
        "order": 0
      }
    ]
  }
}

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