What labels are
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.
Where to see them
The bot’s Labels tab shows the full table of labels available for that bot, with:
How they’re assigned
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. Example instruction for the classifier
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.
