> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hyzl.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Results & Transcripts

> Review individual call outcomes, transcripts, and AI recommendations.

After calls complete, each contact's result appears in the campaign results table. This is your primary workspace for reviewing outcomes and deciding on next steps.

## Results table

The table shows every contact in your campaign with their current status. hyzl never calls a contact on your Do Not Call (DNC) list.

| Status        | Meaning                                                  |
| ------------- | -------------------------------------------------------- |
| **Waiting**   | Call is queued but has not been placed yet               |
| **Calling**   | Call is currently active                                 |
| **Answered**  | Contact picked up and had a conversation with the AI     |
| **Missed**    | Contact did not answer; voicemail was left if configured |
| **Retrying**  | Missed call scheduled for an automatic retry             |
| **Failed**    | Call could not connect (bad number, carrier block, etc.) |
| **Cancelled** | Call was cancelled before it connected                   |
| **DNC**       | Contact is on the Do Not Call list                       |

### Filter the list

The contact-level view lists contacts with multiple numbers. A status filter above the table narrows it to **All**, **Pending**, **In Progress**, **Reached**, **Exhausted**, **Cancelled**, or **Do Not Call**. On the per-call view, use the **Sort** dropdown (Name, Number, Lead Warmth, Duration, Latest) and the **Inbox / Archived** toggle instead.

## Read / unread state

Results carry an unread dot indicator until you open them. You can also use **Mark as Read** or **Mark as Unread** on the row. This inbox-style approach lets you track which results you have already reviewed. Unread counts appear next to the campaign in the sidebar.

### Archive a result

Once you have reviewed a result and taken any necessary action, click **Archive** to remove it from your active view. The results table has two top-level views: **Inbox** (active) and **Archived**. Switch between them using the toggle above the table.

## View a transcript

Click any contact row to open the detail panel. It contains:

* **Call recording**: playable audio of the full call
* **Transcript**: timestamped text of the conversation
* **Summary**: a one-paragraph AI summary of what was discussed
* **Lead Warmth**: a classification of the contact's interest level, either Hot, Warm, Cold, Dead, or Unknown. You can override the AI's classification from this panel
* **Action Items**: see below

## Action items

After every answered call, the AI extracts action items from the transcript and attaches them to the call result. Each item captures:

| Field    | Example                                                            |
| -------- | ------------------------------------------------------------------ |
| **What** | The task to complete                                               |
| **When** | The deadline or relative timeframe (e.g. "by Friday", "next week") |
| **Why**  | The reason or context: why this matters                            |
| **How**  | Any specific steps or method called out                            |

Each item has a **Mark Complete** button (and **Mark Incomplete** to undo) you can use once you have followed up. hyzl keeps the completion state with the call result. Reopening the panel therefore shows what is done and what is still outstanding.

Use action items as your follow-up worklist. They let the AI capture commitments made during the call, for example "send pricing" or "confirm a demo time". So you forget nothing.

### Task summary widget

At the top of the campaign results page, a **Tasks** card summarises your follow-up workload across the whole campaign:

* **Overall progress**: "X of Y completed" with a progress bar. It counts every action item on the campaign's completed calls.
* **Breakdown by lead warmth**: completed and total counts for each tier. Hot and Warm come first. Cold, Dead, and Unknown appear when those calls carry action items. Use it to prioritise the hottest follow-ups.

The widget updates immediately as you mark action items complete in the rows below. You do not need to reload the page. If a campaign has no action items, the widget stays hidden.

## Lead Warmth

The AI assigns lead warmth automatically at the end of each answered call. It reads the contact's sentiment, engagement, and expressed intent:

| Classification | Meaning                                                                   |
| -------------- | ------------------------------------------------------------------------- |
| **Hot**        | Contact expressed strong interest or agreed to a next step                |
| **Warm**       | Contact was receptive but non-committal                                   |
| **Cold**       | Contact was polite but not interested at this time                        |
| **Dead**       | Contact was definitively not interested or asked to be removed            |
| **Unknown**    | The AI was unable to classify the call (e.g. very short, no clear signal) |

### Lead Warmth in the Campaign Summary

The **campaign summary view** is the contact-level list, not the per-call drilldown. In that view, each contact row of a multi-number campaign shows a lead warmth badge. The badge reflects the **hottest** outcome across all of that contact's call attempts. This lets you instantly identify the best leads without opening individual call records.

The summary view also includes a **sort control** in the filter bar:

* **Sort by**: Lead Warmth (default) or Name
* **Direction**: Descending (hottest first, default) or Ascending

Use the sort combo box and direction toggle at the top-right of the contact list to reorder results. The sort applies across all pages. The hottest leads always surface to the top regardless of when they were called.

Use the **Lead Warmth** sort in the results table to prioritize your manual follow-up on the hottest leads first.

## SMS follow-up

For campaigns with SMS follow-ups turned on, the AI verbally confirms the SMS destination with the contact during the call. After the call ends, the system automatically sends the SMS to the confirmed number.

When a confirmed send succeeds, the call's expanded view shows a read-only **SMS sent to \<number>** line. No further action is needed.

### Action items for SMS

If the system cannot send the SMS automatically, a **red action item** appears in the task banner. The same item appears if the system needs the operator to check the destination. The banner sits at the top of the expanded call row.

There are three types of SMS action items:

| Label                         | When it appears                                                               |
| ----------------------------- | ----------------------------------------------------------------------------- |
| **Needs review**              | The AI could not confirm any SMS number during the call                       |
| **Send failed**               | The SMS was attempted but Twilio rejected it (e.g. opted out, invalid number) |
| **Fallback to called number** | The AI could not confirm a number; the system defaulted to the called number  |

### Fix an SMS action item

1. Expand the call row to see the red task banner.
2. Enter a new phone number in the input field inside the task.
3. Click **Send**.
4. Click **Resend** instead, when an earlier send failed.

When the send succeeds, the task auto-clears and the sent line appears in the expanded view.

For **Send failed** tasks, hover over the task label to see the Twilio rejection reason.

You can also manually dismiss a task by marking it complete if you intend to handle it offline.

## Export results

Click **Export all campaign data** above the results table to download a CSV of call outcomes. The CSV includes status, duration, and lead warmth. You can also export recordings and transcripts in bulk.