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How to Customize Call Categories, Outcomes, and Conversions

You can tailor Steer Phones' call classification system to match your business — renaming categories, adding your own outcome options, and deciding which outcomes count as conversions.

All of this is managed from the Call Analysis > Call Categories settings in your Steer Phones dashboard.

Jump To:

Getting There

Starting with Defaults

Creating or Editing a Category

Adding Outcome Options

Marking an Outcome as a Conversion

Setting a Conversion Value

Reordering Categories

Deactivating vs. Deleting a Category

To learn how Categories, Outcomes, and Conversions work together, Click Here.  

Getting There

Log in to the Steer Phones dashboard
  1. Click to Settings
  2. Select the Call Analysis tab
  3. Select the Call Categories sub-tab

The steps below focus on the Call Categories tab, which is where categories, outcomes, and conversions are all configured.

Starting with Defaults

Your Steer Phones account comes pre-populated with a standard set of categories and outcomes — a great starting point you can then customize.

If you prefer to start from scratch, or customize existing categories, click Add or Edit to begin.

Creating or Editing a Category

  1. Click the Add button in the top-right corner of the Call Categories tab

    1. To edit a category, find the category in the list and click edit. Update any fields — Label, Description, Status, or anything within Outcome Options, and click Save.

  2. Fill in the form: 

    1. Code — A unique identifier for this category, written in uppercase with underscores (for example, APPOINTMENT_BOOKING). This cannot be changed after the category is saved, so choose carefully.

    2. Label — The name that appears throughout the app (for example, Appointment Booking)

    3. Description — Optional. A short note explaining what qualifies as this type of call. This helps when reviewing AI classifications.

    4. Status — Set to Active so the category appears in call logs and is used by the AI. Set to Inactive to hide it without deleting it.

  3. Adding Outcome Options:

    1. Click Add Option to add a new Outcome

    2. Fill in each column:

      1. Code — A unique identifier for this outcome (for example, APPOINTMENT_BOOKED). Like the category code, this is locked once saved.

      2. Label — The name that appears in call logs and drop downs (for example, Appointment Booked)

      3. Conversion — Toggle this on if this outcome represents a successful business result (see step 4)

    3. Repeat for as many outcomes as you need.

      1. You can add as many outcome options as your workflow requires. You can also delete an outcome option using the trash icon on that row — but because outcome codes are immutable, if you need to rename a code, you'll need to delete the old one and add a new one.

  1. Marking an Outcome as a Conversion:

    1. While configuring Outcomes for your category, locate the Outcome you would like to count as a conversion. 
    2. Toggle ON the Conversion switch for your chosen outcome.
    3. You can mark multiple outcomes within the same category as conversions.
      1. For example, in an Appointment Booking category, both Appointment Booked and Rebook Confirmed might be conversions, while No Availability and Customer Declined would not be.
      2. In call logs, outcomes marked as conversions display with a (Conversion) label so your team can recognize them at a glance.

  2. Setting a Conversion Value:

    1. Enter a dollar amount in the Default Conversion Value field (for example, 150 or 99.99)
      1. Each category has a Default Conversion Value — the dollar amount attributed to every converted call in that category. This is used to calculate total revenue on your dashboard.
      2. Once a conversion value is set, your dashboard will show total revenue from calls, conversion rate, and a per-category breakdown. If no conversion value is set for any category, those revenue metrics will not appear.

  3. SAVE. 

    1. Repeat for any categories you would like to create from scratch or edit. 

Note: Only active categories are included in AI classification. If you deactivate a category, the AI will stop assigning it to new calls.

Reordering Categories

The order categories appear in the list controls the order they appear in menus and reports.

  1. Use the up and down arrow buttons in the Order column to move a category to adjust the order.

Changes take effect immediately

Deactivating vs. Deleting a Category

Deactivating (setting Status to Inactive) hides the category from call logs and removes it from AI classification, but keeps your historical data intact. This is recommended when you no longer want to use a category.

Deleting permanently removes the category. You'll be asked to confirm before anything is deleted.

What Happens After You Save

Changes to categories and outcomes take effect on new calls going forward. The AI will begin using your updated configuration — including any new or deactivated categories — for calls classified after you save.

Existing call records are not retroactively reclassified.

Have questions about setting up your categories? Contact our support team.