conversation.outcome_set

Fires when a conversation is dispositioned: after a call, when a chat is wrapped up, or whenever somebody sets the outcome by hand from the conversation screen.

Payload

{
  "id": "whd_5Tq7bN3jH",
  "event": "conversation.outcome_set",
  "createdAt": "2026-09-11T15:02:41.067Z",
  "data": {
    "conversationId": "conv_7Yn2kP",
    "outcome": "meeting_booked",
    "previousOutcome": "no_answer",
    "outcomeReason": "Booked for Tuesday, sending the deck",
    "status": "closed",
    "sourceType": "phone"
  }
}

string

required

The conversation. Always present.

string

The outcome that was set. This is a disposition key, not a label.

string

The outcome it replaced. Omitted when the conversation had none, which is the usual case the first time one is set.

string

The free-text note left alongside the outcome, when there is one.

string

The conversation’s status at the time, for example open, closed, completed.

string

The channel the conversation came from: phone, email, sms, widget, meeting, slack.

Outcomes are per workspace

Each workspace defines its own dispositions under Settings → Dispositions, so outcome is whatever key that workspace uses. Do not hard-code a closed set: switch on the values you care about and let the rest fall through. Resolve a key to its label with GET /v1/dispositions, and cache the map.

not_needed is a real outcome, seeded into every workspace. It means the person on the call decided the conversation warranted no categorisation, which is different from nobody having answered the prompt. Exclude it from conversion maths rather than treating it as a result.

Worth knowing

Setting the same outcome twice still fires. previousOutcome and outcome can be equal.
Correcting an outcome fires again, with the old value in previousOutcome. The last delivery for a conversation is the current state, but arrival order is not guaranteed.
Other changes have their own events. Assigning a conversation delivers conversation.assigned, and completing it delivers conversation.completed, which carries the outcome as it stood at that moment.

Example

const labels = new Map(
  (await custral.conversations.listDispositions()).map((d) => [d.key, d.name]),
);

custral.on("conversation.outcome_set", async (event) => {
  const {conversationId, outcome, sourceType} = event.data;
  if (outcome === "not_needed") return;

  await analytics.track("call_dispositioned", {
    conversationId,
    channel: sourceType,
    outcome: labels.get(String(outcome)) ?? outcome,
  });
});

Getting started

Building a receiver

Event reference

Operations

conversation.outcome_set

Payload

Outcomes are per workspace

Worth knowing

Example

​Payload

​Outcomes are per workspace

​Worth knowing

​Example

Payload

Outcomes are per workspace

Worth knowing

Example