Goals

Goals are what a call should end in, in order of preference. The agent works towards the first goal and falls back to the next when that one isn't possible.

Each goal has:

• A title and instructions: what to aim for and how, such as “Book a free site inspection”.
• The outcome that counts: which call outcome means the goal was reached (booked, transferred, qualified, follow up…). The Dashboard's goal rate uses this.
• Actions (optional): connected-app tools to use for it, and things to do after a call that reaches it, such as creating a deal in your CRM or sending a text. See CRM fields and goal actions.

Use the arrows to reorder goals; new goals go to the bottom. New agents start with goals suited to their kind.