Editing your assistant's wording and outcomes

Every call your assistant handles ends with a short summary it writes for your team: what the customer wanted, how it went, and a couple of words that turn into your reports — Call outcome, Sentiment. Until now, those words were the same for every business on Kooday. A hair salon and a car detailer got the same nine outcomes to choose from, whether or not any of them fit.

You can change that now, right from the Tools tab — no request to Kooday, no waiting.

Where to find it: open Bots (under Assistants), pick an assistant, click Open studio, select the Tools tab, and find the row named end_call_with_summary. See What your assistant can do if you have not read the Tools tab before — this page assumes you know how to read a row.

Click Edit wording on that row to open the editor.

What you can change

Three things, each its own box in the editor:

• What this tool does — the description your assistant itself reads. Most businesses never need to touch this.
• Call outcome and Sentiment — a plain word list, one per line. This is the vocabulary: whatever you type here is exactly what your assistant will use, and exactly what appears in your call reports afterwards.
• Add your own fields (behind “Show advanced”) — for anything the built-in summary doesn’t ask for yet. This is the more technical escape hatch; most businesses will only ever need the word lists above it.

Worked example: call_outcome

Say you run a car detailing studio. The default outcome list — completed positive, completed neutral, completed negative, callback requested, wrong person, no answer, and a few others — describes a generic sales call reasonably well, but it doesn’t say anything about what actually happens on your calls: whether the car got booked in, whether the customer was just checking prices, or whether the job needed a site visit first.

Replace the list with your own:

booked_full_detail
booked_quick_wash
price_check_only
needs_site_visit
not_a_fit_too_far
callback_requested
no_answer

Save it, and from that moment your assistant records outcomes from your list on every call — never the old one. Your Reports and Call log pages start showing these words the moment the first call after publishing finishes.

⚠️ Save first, then Publish. Saving keeps a draft — nothing live changes yet, and you can keep adjusting the list. Publish is the separate step that makes it real: your assistant will use exactly what you published on its very next call. The editor always tells you which of the two states you’re in.

One assistant different from the rest

If you run several assistants and want one of them — say, a mobile-only service line — to use a different outcome list from the rest, tick Override for this bot only before saving. Everything you save while it is ticked applies to this one assistant; untick it to go back to editing the list every assistant uses. The editor always shows a small label — “Set for all bots” or “Overridden for this bot” — so you can tell which one is actually in effect before you change anything.

Warnings you might see

• “Also feeds a standard report.” call_outcome and sentiment are the two words your assistant already uses to fill in the Call log and Reports columns of the same name. Changing the list is fine and expected — that’s the point — but the warning is there so you know a report column keys on the exact words you’re about to save, not a message telling you the change failed.
• “Changes behaviour, not just wording.” A very small number of fields — a customer’s alternate phone number, whether they agreed to WhatsApp follow-up — do more than fill in a report column: removing one turns off a real feature (the automatic WhatsApp summary after a call). The editor asks you to confirm before it lets a change like that through, so you never lose that feature by accident while tidying up a word list.

Troubleshooting

I typed a new outcome list but calls are still using the old words

Check whether you Published. A save that was never published sits as a draft — your assistant keeps using whatever was published last (or the built-in default, if nothing ever was) until you publish the new version.

The word I want to remove won’t let me save

If you were trying to remove transcript, summary_source, or origin — these are not offered as options at all in this editor, because removing one does not just change a report column, it loses that piece of the call record outright. There’s nothing to configure here; these three are not part of your vocabulary.

I want a completely different summary field, not just a different word list

That’s the “Add your own fields” section behind Show advanced — it lets you add a brand-new question to the end-of-call summary (for example, a car’s year or a customer’s seat-cover material), using the same kind of field your Actions already use. This is more involved than editing a word list; if you’re not sure it’s what you need, ask your Kooday contact.