Call results in the entry

After every call, the entry shows in the section AI Phone Agent whether the goal was reached, a short summary and the lead's answer to each question. The AI Phone Agent also writes a note to the entry. If nobody answered, the note names the attempt and the agent calls again later. That way you see in Funnelforms → Entries at a glance how the conversation went, without calling yourself.

Requirements

Funnelforms Pro. This feature is not included in Funnelforms Free.
Funnelforms Pro 5.0.8 or newer.
A form with the action AI Phone Agent, as described in Link the AI Phone Agent in a form.
You have the right to see entries.

Where to find it

Funnelforms → Entries, open the entry. All calls are in the section AI Phone Agent, the note on each call in the section Notes. The state of the jobs is shown in the section Sent to at AI Phone Agent, AI Phone Agent: result of the call and AI Phone Agent: next call.

What goes into the entry is set on the agent: Funnelforms → AI Phone Agent, agent Edit, section After the call.

Features at a glance

Section AI Phone Agent with each call: time, outcome, length, summary, details, conversation and the next call planned.
Note with result and length, summary and one line per question with the answer.
Plus interest, notes and, where it applies, the agreed appointment or the wished time for a call back.
If you like, the whole transcript.
The lead stage changes automatically when the goal is reached.
Further attempts when nobody answers; voicemail counts as not reached.
Call back at the time the lead names.

Step-by-step guide

Open Funnelforms → AI Phone Agent and click Edit on the agent.
Under After the call, choose a stage in Move the lead to this stage when the goal is reached, for example "Contacted".
Switch on Save the whole conversation in the entry if you want the conversation word for word in the entry.
Under When it calls, set in If nobody answers and Next try how often and how far apart the agent tries again.
Click Save.
After a call, open Funnelforms → Entries and the lead's entry.
Look at the call in the section AI Phone Agent, or read the note that starts with "AI Phone Agent:".

Explanations

What does the section AI Phone Agent show?

The section appears in the entry once the agent has called for it or is to call. At the top is the name of the agent, below it each call as Call 1, Call 2 and so on, with:

The time of the call.
The outcome: Goal reached, Goal not reached, Call finished (ElevenLabs could not judge the goal), Not reached or No result (ElevenLabs gave no result within two hours).
The length of the conversation.
The summary and below it the details, each question with its name and the answer.
Conversation to expand, with the whole conversation, when Save the whole conversation in the entry is on.

Below it is "Next call: …" with day and time when another attempt or a call back is planned. While a call is running it says "Call running; the result follows a few minutes after it ends." The summary comes in the language of the conversation, the note in the language of your website.

What does the note look like?

After a conversation, for example:

AI Phone Agent: goal reached (2:31).
Summary: Wants a heat pump for a detached house, budget about 15,000 euros, start in spring.
Need: heat pump for a detached house
Budget: about 15,000 euros
Timing: spring
Interest: high

The first line names the result with the length of the conversation:

"AI Phone Agent: goal reached (m:ss)."
"AI Phone Agent: goal not reached (m:ss)."
"AI Phone Agent: call finished (m:ss).", when ElevenLabs could not judge the goal.

Then come the summary and one line per question with the question's name and the answer. Questions the lead said nothing about are left out. With Save the whole conversation in the entry on, the conversation follows under "Transcript:" with "AI:" and "Lead:", at most 200 turns and 30,000 characters.

When does the result arrive?

ElevenLabs analyses each conversation after the call ends. Funnelforms asks for the result about 3 minutes after the call and then at growing intervals, up to two hours after the call started. Usually the note is in the entry a few minutes after the conversation.

What happens when nobody answers?

The note then reads "AI Phone Agent: not reached (attempt 1 of 3).". The agent tries again after the time in Next try, within its call hours, as often as set in If nobody answers. Counted as not reached: no answer, busy, declined and voicemail. With voicemail, the agent hangs up without leaving a message.

What happens when the lead has no time right now?

If the lead names another day and time, for example "Call me tomorrow at 11", and the goal was not reached yet, the agent plans the next call for that time. The note gets the line "AI Phone Agent: calls again on …, as the lead asked." with day and time in the agent's time zone. If the time is outside the call hours, the agent calls at the next start time. The call back must be at least 10 minutes and at most 14 days ahead. There are at most two such call backs per entry.

When does the lead stage change?

Only when ElevenLabs judges the goal as reached and you chose a stage on the agent. With Leave the stage as it is nothing changes.

What does the entry show for an appointment?

If the agent books an appointment in the call, the note also has the line "Appointment booked: …" with appointment type, date and time. If the agreed time was no longer free after the call, it says "Appointment not booked: … was no longer free. Please get in touch with the lead." More in Book appointments in the call.

What is in the log?

Under Funnelforms → Support in the card Diagnostics, the lines about calls only name causes, for example no_consent or permanent:auth_failed, never a phone number or anything said in the call. Each test call appears in the log of administrator actions as "AI Phone Agent test call".

Best practices

Choose your own lead stage such as "Qualified by AI agent", so your team sees on the board which leads to call first.
Only save the whole transcript if you really need it. Summary and answers are usually enough.
Leave enough time between attempts, for example an hour or more, so the lead is not called several times in a short span.

Troubleshooting

Problem	Cause	Solution
No result appears after the call.	The background tasks of the website only run when someone opens a page.	Reload a page in the WordPress admin. On websites with few visitors, a real cron job for the background tasks helps.
Status Failed with `permanent:result_timeout`	ElevenLabs had no result two hours after the call.	Look at the conversation in your ElevenLabs account under Conversations.
Status Failed with `permanent:connection_missing`	ElevenLabs was disconnected.	Connect ElevenLabs again under Funnelforms → AI Phone Agent.
Status Failed with `permanent:auth_failed`	ElevenLabs refuses the API key.	Create a new key and click Change key.
The lead stage does not change.	Goal not reached or no stage chosen.	Choose a stage under After the call.
A lead is not called again after a conversation.	Further attempts only happen when nobody answered, or as a call back at the wished time.	This is intended.

Tips

The answers appear under the name you gave the question on the agent. Short names such as "Budget" keep the note easy to read.
Apart from Funnelforms, ElevenLabs keeps the conversations in your ElevenLabs account under Conversations, according to the settings of your account.
A call never runs twice, even if a background task starts twice.

FAQ

How long until the result is in the entry? Usually a few minutes after hanging up. Funnelforms keeps asking for at most two hours.

Does the agent leave a message on the mailbox? No. It detects the voicemail, hangs up and tries again later.

How often does the agent call at most? The first call and up to 3 more attempts if nobody answers. On top of that at most two call backs at a time the lead names.

Do I see the answers in the test call too? Yes. After the test call, the window shows what would be written to the entry.