Analysis, actions & fulfilment

These three tabs decide what happens to a Vio call’s outcome: Analysis scores sentiment and whether the call met its goal, Actions can hand the live call to a human, and Fulfilment POSTs the finished call to your own systems. Together they turn a phone conversation into structured data you can act on.

Analysis — score every call

Turn on Analyze every call and Vio reads each finished call for two things:

Sentiment — how the caller felt overall.
Goal met — if you provide a success criteria rubric (a short description of what a successful call looks like), Vio judges whether the call met its goal, returning goal met or not met plus a short reason.

Results appear on the individual call in Call logs, so you can filter your day’s calls by sentiment or by whether they hit their goal.

Actions — transfer to a human

On the Actions tab, toggle on Transfer to a human and the agent can hand a live call to a person. Set:

A target phone number in E.164 format (e.g. +919876543210).
An optional “when to transfer” instruction telling the agent the conditions to hand off — for example when the caller asks for a human or the topic is out of scope.

⚠️

Transfer requires your carrier to support call transfer. If your number can’t transfer, the agent can instead schedule a callback as a fallback.

Fulfilment — results webhook

On the Fulfilment tab, set a URL and Vio POSTs a call.completed event the moment the call ends. The payload carries the call metadata, the AI summary, the extracted variables, and the analysis (sentiment, success, reason, action items) — everything you need to drop the call into a CRM, a Google Sheet, or an automation in Zapier / Make / n8n.

An illustrative payload:

{
  "event": "call.completed",
  "callId": "call_9f2c7a1b",
  "direction": "inbound",
  "fromNumber": "+9198*****210",
  "durationSec": 143,
  "outcome": "qualified",
  "summary": "Caller asked about a 3BHK in Wakad, budget ₹40–50 lakh, wants a site visit on Saturday morning.",
  "variables": {
    "full_name": "Priya Sharma",
    "budget": "₹40–50 lakh",
    "preferred_slot": "Saturday morning"
  },
  "analysis": {
    "sentiment": "positive",
    "goalMet": true,
    "reason": "Caller qualified and agreed to a site visit.",
    "actionItems": [
      "Confirm Saturday 11am site visit",
      "Send location on WhatsApp"
    ]
  }
}

The fromNumber is masked in the payload — caller numbers are PII. Native CRM connectors are coming; until then the results webhook covers every integration through your own endpoint or an automation platform.

How the three fit together

Tab	Turns on	Output lands in
Analysis	Sentiment + goal-met scoring	Call logs and the webhook `analysis{}`
Actions	Live transfer to a human	The call itself (during the call)
Fulfilment	A `call.completed` webhook	Your CRM / sheet / automation

Frequently asked

Q. What do I put in the success criteria rubric? A one- or two-line description of what a successful call looks like for this agent — for example “Caller shared budget and agreed to a site visit.” Vio uses it to judge goal met / not met and writes a short reason.

Q. When does the Fulfilment webhook fire? When the call ends. Vio POSTs a single call.completed event containing the metadata, AI summary, extracted variables, and analysis.

Q. Does the agent need anything special to transfer a call? Your carrier must support call transfer. Set the target number in E.164 format, and optionally tell the agent when to hand off.

Q. Where else can I see sentiment and goal-met without a webhook? On each call in Call logs. The webhook is only needed to push the data into your own systems.

Tune per-agent call behaviour in Advanced settings, or review completed calls in Call logs.

Tools Advanced settings