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The call is done. The agent has decided what happened and written it down (see What your agent records). Now the campaign acts on it. This is where a plain phone call turns into real follow-up.

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Outcomes are buckets

Think of every call dropping into a labelled bucket:
  • Booked - they set a time.
  • Transferred - they got handed to a person.
  • Callback - they asked to be reached later.
  • Asked for info - they wanted details, not a booking yet.
  • Needs a human - a person should step in.
  • Opted out - they asked you to stop.
  • No answer / voicemail - nobody picked up.
Which buckets exist depends on the agent’s type. A booking agent has a “booked” bucket, a transfer agent has a “transfer” bucket, and so on.

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You decide what each bucket does

For each outcome, you set the follow-up. It’s a set of “when this happens, do that” rules:
  • When they ask for info → text them your booking link.
  • When they book → send a friendly confirmation.
  • When they need a human → label them so your team picks it up.
  • When it’s a voicemail → leave a note on the contact.
You chain simple actions, send a text or an email, add or remove a label, add a note, update a field, and move them in your pipeline. Small actions, wired to the outcome that should trigger them.

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The system already handles the basics

You don’t start from zero. On every call, the platform automatically does the groundwork: it tags each person by what happened (booked, opted out, transferred), keeps your dialer moving, and raises alerts when a transfer fails. So your follow-up rules are the extra touches you add on top, not a list you have to build from scratch. A brand-new campaign with no rules of your own still tags people correctly after every call.
Because the system tags people automatically, you don’t need to re-create those tags yourself. Add your own labels and actions for the extra steps you want, and let the built-in tagging do its job.

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The automatic labels

These are the labels the system applies for you, so you can trigger your own follow-up off them: Use these as triggers. For example, when someone gets tfu_ai_standby, that’s your cue to send information and check back in a few days.