Goals & outcomes - ConvoTool

The Goals & outcomes tab defines what your agent is trying to achieve and what counts as a result worth recording. Open your agent’s Settings page and select Goals & outcomes.

Goal

Setting	What it does
Goal statement	A plain-language description of what a successful conversation looks like. This guides the agent toward the outcome you want.
Goal type	The category of goal: Lead Qualification, Customer Support, Appointment Booking, Product Recommendation, FAQ / Information, User Onboarding, or Other (with a free-text field).
Conversation time limit	How long a conversation can run before wrapping up: No limit, 5, 10, 15, or 30 minutes.

Outcome conditions

Outcome conditions define the results your agent records. Each conversation that meets a condition is logged on the Outcomes page so you can track conversions and follow up. There are three types of outcome:

Type	Use it for
Won	A successful result — a lead captured, a booking made, a question fully answered.
Lost	A conversation that didn’t reach the goal.
Need help	A conversation that should be escalated to a human.

For each outcome you add a label and a description so the agent knows when to record it.

If your agent was created from a template, sensible goals and outcomes are pre-filled. Adjust the labels and descriptions to match how your business defines success.

Next: Business info

Add your company details and notification email.