Open Responder → Call Classification to control how Avoca labels call outcomes for reporting and downstream workflows.
Classification groups
Responder distinguishes three broad outcomes:
- Booked lead: A qualifying customer request resulted in a booking.
- Unbooked lead: The request was a lead, but it did not result in a booking.
- Non-lead: The call was not a qualifying sales or service opportunity.
Each group can contain more specific reasons. Use reasons that are mutually understandable to operations, reporting, and CRM users.
Review the rules
- Review existing reasons before adding a new one.
- Give each reason a clear business meaning.
- Add guidance that distinguishes it from similar reasons.
- Confirm booking and transfer behavior does not contradict the classification.
- Save the configuration.
Avoid creating several reasons for the same outcome with slightly different wording. That fragments reporting and makes testing harder.
Test classifications
Use the test tools on the page, when available, or run a controlled call that clearly matches one outcome. Check the selected classification in the call details afterward.
Test at least:
- A successfully booked lead
- A valid lead that cannot or does not book
- A clear non-lead
- An ambiguous case between two reasons
If an ambiguous call repeatedly selects the wrong reason, improve the distinction in the classification guidance instead of adding a duplicate reason.
