Labels are the possible outcomes of a conversation — payment promise, refusal, unavailable, voicemail, etc. They let you classify each call and later analyze the campaign’s results in reports.
Labels are predefined by Inceptia. You can’t create or modify labels from the platform — if you need specific labels for your use case, talk to your Inceptia representative.
Labels are assigned automatically by the Post-Conversation agent (the red agent on the canvas). This agent runs after the call ends and analyzes the conversation’s context to assign the correct label.
For classification to work correctly, the Post-Conversation agent’s instructions must include the list of available labels and explain when to use each one. If the labels aren’t in the classifier’s prompt, the bot can’t assign them correctly — it’s one of the most common mistakes when configuring a bot.
When the conversation ends, analyze the outcome and assign one of the following labels:- PAYMENT_PROMISE: the contact committed to paying by a specific date.- REFUSAL: the contact refused to pay or hung up.- UNAVAILABLE: no answer, voicemail, or phone off.- PAYMENT_MADE: the contact confirmed they already made the payment.- TRANSFERRED_TO_HUMAN: the call was transferred to an operator.Return only the label name, with no additional text.
Always add an explicit rule that classification can only be based on what was literally said in the conversation — that the model shouldn’t infer commitments that weren’t mentioned, and that silence never counts as a commitment. This keeps the classifier from “hallucinating” results.
