Call transcript handling

Every call a Thoughtly voice agent handles produces a transcript and an outcome. A Beam agent reads the finished transcript when a call ends, applies your rule to classify the result, and updates the linked contact or ticket with the disposition. It notifies the owner when a caller asked for a callback or raised a complaint. Calls where the transcript is unclear, the caller's intent is disputed, or the outcome could commit the business to something are routed to a person to decide, rather than being closed automatically.

Contact record updates

Thoughtly ties each call to a contact and its history. A Beam agent responds after a conversation, reads the details the voice agent collected, and writes them to the matching contact field your rule maps, such as a new phone number or a stated preference. It marks the record updated and alerts the team to anything urgent. When two contacts look like the same person, or a caller supplies data that contradicts the file, the agent holds the write and asks a teammate to confirm before changing anything.

Voice agent outcome routing

Thoughtly records whether each call reached its goal, such as booking, qualifying, or answering a question. A Beam agent examines these outcomes as they arrive, groups them by the categories your team set, and forwards qualified results to the next system your rule names, like a booking queue. It records the handoff so nothing is counted twice. Outcomes that fall between categories, or calls flagged by the caller as sensitive, are set aside for a human to review before they move downstream to another team.