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Outcomes is an enterprise-only feature. Contact us to get access.

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What are Outcomes?

Every completed call generates raw data: call length, transfer status, pathway tags, citations, and more. But to understand what actually happened on the call, you usually need to combine multiple data points together. Outcomes let you do exactly that. You define rules that connect post-call data (tags, citations, metadata) and produce a final result for each call.

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The Problem

After a call, you might have:
  • Pathway tags like "Appointment Confirmation", "Objection Handling", "Call Completion"
  • Citations with extracted variables like firstName: "James", appointmentConfirmed: true
  • Call metadata like call_length, transferred_to, answered_by, call_ended_by
No single data point tells the full story. A call tagged "Appointment Confirmation" where the customer said “no” isn’t a confirmed appointment. A transferred call might look successful based on tags, but if the transfer duration was 0 seconds, the handoff probably failed.

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The Solution

Outcomes run transformation code against the full call context after post-call processing completes. You define outcome fields with a name, type, and description, and the platform generates the transformation code to extract what you need. You can then attach outcomes to your post call webhooks, or just query the GET /v1/calls/:id endpoint to retrieve the outcomes for a specific call. Each call can have multiple outcomes attached through the disposition_ids field. One outcome might determine whether an appointment was booked while another classifies customer sentiment. Both run independently against the same call data.

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Creating Outcomes

The easiest way to create outcomes is through the Bland platform. For each outcome, you define fields with:
  • Field name - The name of the value to extract (e.g., appointmentBooked, callDisposition)
  • Type - The data type (e.g., boolean, string, number)
  • Description - A plain-language description of what this field should capture
The platform generates the transformation code from your field definitions. No code required on your end. Describe what you want to know about each call and the platform handles the rest.

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Back Testing

After defining an outcome, you can back test it against historical calls to verify the results before deploying to live traffic. This lets you iterate on your field definitions until the extracted values match what you expect.

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Versioning

Every time you update an outcome’s transformation code, a new version is created. Previous versions are preserved, so you can:
  • See which version ran on any given call - Each call’s outcome result is tagged with the version that produced it
  • View diffs between versions - Compare what changed in the transformation code from one version to the next
  • Roll back if needed - If a new version produces unexpected results, you can revert to a previous one
This makes it safe to iterate on your outcomes over time. You always have a clear audit trail of what logic ran on which calls, and you can trace any result back to the exact version of the transformation code that generated it.

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Use Cases

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Appointment Setting

Determine whether an appointment was booked, declined, or if the call dropped before reaching a conclusion by combining pathway tags with citation-extracted confirmation signals.

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Sales Qualification

Classify calls as “Qualified Lead”, “Not Interested”, “Callback Requested”, or “Wrong Number” based on pathway progression, extracted customer responses, and call duration.

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Support Resolution

Identify whether an issue was resolved on the call, escalated via transfer, or left unresolved using transfer metadata, pathway tags, and cited customer statements.

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Compliance Verification

Confirm that required disclosures were made and acknowledged by checking that specific pathway nodes were visited and citation-extracted acknowledgments are present.

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Getting Started

To set up Outcomes for your enterprise account:
  1. Create an outcome - In the Bland platform, define your outcome fields with a name, type, and description
  2. Review the generated code - The platform generates transformation code based on your field definitions
  3. Back test against historical calls - Verify the outcome produces correct results on real call data
  4. Attach to your calls - Add the outcome’s ID to the disposition_ids field when sending calls
Reach out to your enterprise account manager or contact our team to get Outcomes enabled and configured for your account.