Conversation Outcomes

Track which conversations lead to business results, like quotes, invoices, and projects. Use outcomes to connect message volume to real work completed.

What are Outcomes?

Outcomes help you connect conversations to business results:

• See what works: Which conversations led to revenue
• Measure impact: Understand the ROI of your communication
• Link everything together: Connect conversations to projects, quotes, and invoices
• Report clearly: Generate reports that show outcomes over time

Outcome Types

Available Outcomes

• Quote Sent: You sent a quote to the client
• Quote Accepted: The client accepted your quote
• Invoice Sent: You sent an invoice
• Invoice Paid: The invoice was paid
• Project Created: A project was created from this conversation
• Issue Resolved: An issue or request was successfully resolved
• Lead Abandoned: The lead didn't convert (it happens)

Multiple Outcomes

The same conversation can have multiple outcomes over time:

• Quote sent → Quote accepted → Invoice sent → Invoice paid
• Project created → Issue resolved
• Track the full journey from start to finish

Adding Outcomes

Adding Manually

Add outcomes to any thread whenever something happens:

1. Open a thread in your inbox
2. Scroll down to the Outcomes section
3. Click Add Outcome
4. Pick the outcome type
5. (Optional) Link it to a quote, invoice, or project
6. Add any notes or details
7. Save it

Outcome Suggestions

The system can suggest outcomes based on what's happening:

Automatic Suggestions:

• When a quote gets accepted → suggests "quote_accepted"
• When an invoice gets paid → suggests "invoice_paid"
• When a project gets created → suggests "project_created"
• When a thread gets resolved → suggests "issue_resolved"

Using Suggestions:

1. Open a thread that has suggested outcomes
2. Look for the Outcome Suggestions section
3. Click Add next to any suggestion you want to use
4. Review it and confirm
5. Save to add the outcome

Suggestions are never added automatically. You review and confirm before saving.

Linking to Quotes, Invoices, and Projects

Linking to Quotes

When you add a quote-related outcome, you can link it to the actual quote:

1. Select "Quote Sent" or "Quote Accepted" outcome
2. Choose the quote from the dropdown
3. Now the outcome is linked to that quote record

Linking to Invoices

Same thing for invoices:

1. Select "Invoice Sent" or "Invoice Paid" outcome
2. Choose the invoice from the dropdown
3. The outcome is now linked to that invoice

Linking to Projects

And for projects:

1. Select "Project Created" outcome
2. Choose the project from the dropdown
3. The outcome is linked to that project

Why linking helps:

• See the full picture - conversation and business record together
• Track relationships between conversations and what they led to
• Generate better reports that show the complete story

Viewing Outcomes

In Thread View

See all outcomes for any thread:

• Open any thread
• Scroll to the Outcomes section
• See all outcomes with timestamps
• View what they're linked to
• See who added each outcome

In Your Inbox

Outcomes show up in your inbox too:

• Visual indicators show which threads have outcomes
• Filter by outcome type to find specific ones
• Search for threads with particular outcomes

Filtering by Outcomes

Inbox Filtering

Filter your inbox to see only threads with specific outcomes:

1. Open your inbox
2. Use the Outcome filter dropdown
3. Pick an outcome type
4. Now you only see threads with that outcome

Try this:

• Find all conversations that led to revenue (invoice_paid)
• See which conversations created projects
• Track your quote acceptance rates

Reporting

Use outcomes to generate reports:

• Revenue from conversations (all those invoice_paid outcomes)
• Quote conversion rates (how many quotes get accepted)
• Where projects come from
• How well you're resolving issues

Outcome Metadata

Adding Extra Details

When you add outcomes, you can include extra information:

• Notes about what happened
• Custom data (like amounts, dates, etc.)
• Timestamps and who added it

Example:

{
  "quote_amount": 5000,
  "currency": "USD",
  "notes": "Accepted after negotiation"
}

Where You'll See Metadata

Metadata shows up in:

• Outcome details when you view the thread
• Reports and exports
• API responses if you're using the API

Tips & Best Practices

Tracking Outcomes

1. Add them right away: Don't wait - add outcomes as soon as they happen
2. Link when you can: Always link outcomes to quotes, invoices, or projects when possible
3. Use suggestions: Review and accept outcome suggestions - they save you time
4. Add details: Include relevant information in metadata - you'll thank yourself later

Reporting

1. Review regularly: Check your outcome reports often to see what's working
2. Track conversions: Keep an eye on quote and invoice conversion rates
3. Measure impact: Use outcomes to understand the ROI of your communication
4. Find patterns: Look for patterns in successful outcomes - what's working?

Team Workflow

1. Be consistent: Make sure your team adds outcomes consistently
2. Review suggestions: Check and accept outcome suggestions regularly
3. Link everything: Link outcomes to business records whenever possible
4. Use the data: Use outcome data to inform your strategy and planning

Use Cases

Sales Tracking

Track your sales pipeline:

• Quote sent → Quote accepted → Invoice sent → Invoice paid
• See conversion rates at each stage
• Identify which conversations are driving revenue

Project Management

Link conversations to projects:

• See which conversations led to projects
• Track where projects come from
• Understand the full client journey

Support Metrics

Track how well you're helping:

• Issue resolved outcomes
• How response time affects resolution
• Client satisfaction tracking

Troubleshooting

Outcomes Not Showing Up

• Make sure the outcome was saved successfully
• Check that you have permission to view the thread
• Try refreshing the page
• Check if the outcome was deleted

Suggestions Not Appearing

• Make sure something actually happened (quote accepted, invoice paid, etc.)
• Check that suggestion rules are set up
• Verify the thread is linked to the relevant quote/invoice/project

Can't Link Entities

• Make sure the quote/invoice/project actually exists
• Check that you have permission to view those entities
• Ensure everything is in the same account/tenant

Next Steps

• Inbox Management - Learn about inbox organization features
• Email Conversations - Understand conversation tracking
• Projects - Learn about project management