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A phone attempt has a connection lifecycle and a result. Keep these separate from the session’s resolved or unresolved status: a connected call does not prove the customer’s request was resolved.
Disposition-based follow-ups require Call → Disposition in your workflow builder. If it is absent in your workspace, contact support before configuring these recipes. Existing Outcome values alone cannot distinguish busy, declined, and voicemail.

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Status, outcome, and disposition

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Disposition reference

Busy, declined, canceled, and voicemail attempts use the broad workflow outcome unanswered. A connected call can have completed with disposition unknown. Keep an explicit fallback branch instead of treating every unclassified call as answered by a person. For outbound AI calls with answer detection, the agent listens before its greeting. When voicemail is detected, it ends the call without leaving a message. Detection can be inconclusive: test the languages and routes you use. In sequences, detected voicemail is a failed voice step with reason voicemail, and does not count as a reply that exits the journey.

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Use Call Finished

The Call Finished trigger supports follow-ups after AI calls, including outbound attempts that fail before the agent speaks. It is separate from Make phone call, which initiates a call; that action’s success output is not evidence of a human answer.
Call Finished can run before the final summary is generated. Log the outcome immediately if needed. Retrieve the finished session later before updating a CRM note with a final summary. A fixed delay alone is not proof that the summary is ready.
The ticket segment in workflow references is the existing field identifier for the session. Keep it unchanged in expressions.

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Webhooks and repeat attempts

External receivers can use phone_call.ended. Its optional call_id and disposition fields describe the attempt; workflow fields use callId instead. Check the actual payload before building rules for a human-call or legacy calling route. A session may contain multiple attempts. Each AI call attempt can trigger its own Call Finished workflows; repeated completion events for the same attempt do not run them again. Store the attempt identifier alongside any CRM note or follow-up you create, and make your receiver handle repeated delivery without repeating that side effect. When a call ID is missing, review the event rather than grouping every call from that customer under one permanent deduplication key. Continue with Follow-up workflows for WhatsApp, callbacks, and CRM logging.