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What Conversation Goals Do

Conversation goals are optional metrics that help you measure success. Define what outcomes matter to you, and AI will analyze each conversation transcript to determine whether the conversation achieved those goals. This enables performance reporting, success rate tracking, and data-driven optimization.
Goals are for reporting only. The agent doesn’t know about goals during the conversation. AI evaluates goals after the call ends by analyzing the transcript.To guide the agent’s behavior during calls, define what you want the agent to accomplish in your agent prompt.
Access: In your agent editor → Analytics tab → Post-Call Analytics section

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Setup

1

Access Goals

In your agent editor → Analytics tab → Post-Call Analytics section → Add → Goal
2

Choose goal type (optional)

Primary Goal: Your main success metric
  • The most important outcome to measure for this agent
  • Used to calculate overall conversation success rate
  • Example: “Appointment booked”
Secondary Goals: Additional metrics
  • Track extra outcomes without affecting primary success rate
  • Measure additional value delivered
  • Example: “Email collected”
3

Configure goal

Name: Clear, concise label
Example: "Follow-up meeting scheduled"
Description: What success looks like (be as specific as possible - AI uses this to evaluate)
Example: "A follow-up meeting was successfully scheduled with
a specific confirmed date, time, and list of attendees. The
customer agreed to the scheduled time and received confirmation."
More specific descriptions = more accurate goal evaluation
4

Save

The platform now tracks this goal for all future conversations.

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Primary vs Secondary Goals

Optional. Choose the single most important outcome to measure.
Why only one primary goal? Having one primary goal defines your main success metric. Conversations are considered successful if the primary goal is achieved, making your analytics dashboard easier to interpret.
Examples:
  • 📅 Appointment booked
  • ✅ Lead qualified
  • 🔧 Issue resolved
  • 💳 Payment collected
  • 📞 Callback scheduled
Reporting:
  • Used to calculate overall success rate
  • Primary metric in analytics dashboard
  • Determines if conversation was successful

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Examples

Primary Goal:
  • Name: “Appointment booked”
  • Description: “An appointment was successfully scheduled with confirmed date, time, service type, and contact information”
Secondary Goal:
  • Name: “Email collected”
  • Description: “Customer provided their email address for appointment reminders”
Primary Goal:
  • Name: “Lead qualified”
  • Description: “Lead meets qualification criteria with confirmed budget, timeline, decision-maker status, and identified pain points”
Secondary Goal:
  • Name: “Demo scheduled”
  • Description: “Product demo was successfully booked with the qualified lead”
Primary Goal:
  • Name: “Issue resolved”
  • Description: “Customer’s problem was addressed and resolution confirmed to their satisfaction”
Secondary Goal:
  • Name: “Feedback collected”
  • Description: “Customer provided feedback rating or suggestions for improvement”
Primary Goal:
  • Name: “Requirements collected”
  • Description: “Complete project requirements gathered including scope, budget, timeline, and decision process”
Secondary Goal:
  • Name: “Urgency identified”
  • Description: “Project urgency level and ideal start date were determined”

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Viewing Results

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Individual Conversations

View goal status for each call:
  1. Go to Conversations
  2. Click on a conversation
  3. View Goals section
  4. See which goals were achieved (achieved, partially achieved, or not achieved)

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Dashboard

View goal metrics across all conversations: Go to Dashboard to see goal completion rates and performance trends. Learn more about Dashboard →

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Best Practices

The AI uses your description to evaluate goal completion.❌ Vague: “Get customer info”✅ Clear: “Collect customer’s full name, email address, phone number, and reason for inquiry”
Don’t try to accomplish too much in one call.✅ Focus: One clear primary objective❌ Overload: Multiple competing primary goals
Secondary goals track additional value beyond your primary metric.Examples:
  • Primary: “Appointment booked” + Secondary: “Email collected”
  • Primary: “Issue resolved” + Secondary: “Feedback gathered”
  • Primary: “Lead qualified” + Secondary: “Demo scheduled”
Archive old goals to keep them out of the way while preserving historical data.To archive: Click archive icon next to goalTo restore: Open Archived → click the unarchive icon

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Tips

  • Align your prompt with goals - While the agent doesn’t see goals during calls, write your agent prompt to guide conversations toward achieving your defined goals
  • Review regularly - Check goal achievement rates weekly to identify optimization opportunities
  • Refine definitions - Adjust goal descriptions if AI evaluation doesn’t match your expectations
  • Combine with insights - Use Gather Insights for detailed quality scoring

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Troubleshooting

Causes:
  • Goals created after conversations took place
  • Goals archived
Solutions:
  • Goals only apply to new conversations after creation
  • Open Archived in the Analytics tab and restore the goal if needed
Causes:
  • Vague goal description
  • Description doesn’t match actual success criteria
Solutions:
  • Make description more specific and detailed
  • Provide clear success criteria
  • Test with a few calls and refine
Causes:
  • Goal too ambitious for conversation type
  • Agent prompt doesn’t align with goal
  • Goal description not specific enough
Solutions:
  • Review if goal is realistic for your use case
  • Update your agent prompt to guide toward desired outcome
  • Make goal description more specific
  • Adjust goal definition based on actual conversation patterns

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Next Steps

Gather Insights

Extract detailed insights and LLM-based evaluations

Post-Call Automation

Send emails, team alerts, and tasks after calls

Dashboard

View performance metrics

Conversations

Review goal results in conversations

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Common Questions

The platform evaluates goals automatically after each conversation ends. The analysis runs asynchronously — results appear in the conversation detail view within a few seconds.
Yes. You can add, edit, or archive goals at any time. New goals only apply to future conversations — they won’t retroactively analyze past calls.
Goals measure success (did the call achieve its purpose?). Insights pull out specific data from the conversation (what was the caller’s sentiment? what topic was discussed?). Use both together for a complete picture.