# Configuring outcomes for a single agent

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Source: https://help.kustomer.com/en_us/configuring-outcomes-for-a-single-agent-SJV86s12Me

Last updated: 2026-10-16T14:00:00.068Z

When your AI agent finishes working a conversation, it uses a validation agent to check whether it completed its procedures, sorting conversations into one of two results: **Goal reached** or **Couldn't resolve**. Outcomes let you choose what happens next.

By default, a **Goal reached** conversation is ended, and a **Couldn't resolve** conversation is routed to your team. Use Outcomes when those defaults don't fit your workflow. Examples include:

*   Ending the conversation
*   Running a different tool (like sending a follow up message)
*   **No action** so nothing runs.

### In this article

*   Open Outcomes on the Build page
*   Select a success or failure action
*   Save outcome actions
*   Restore the default outcome actions
*   Review default outcome actions

### Opening Outcomes on the Build page

Use **Outcomes** to choose the action the agent takes when it finishes, whether it succeeds or fails. You set outcome actions on the automation's **Build** page in single-agent mode.

To open **Outcomes**:

1.  In the left navigation panel, click the sparkle icon.
2.  In the Kustomer AI menu, under **AIC 2.0 (AI for Customers)**, click the automation you want to configure.
3.  Click **Build**; the **Build your AI Automation** page opens in single-agent mode.
4.  On the **Build your AI Automation** page, scroll to the **Outcomes** section.

### Selecting a success or failure action

In **Outcomes**, each outcome has its own card with an **ACTION** dropdown. The action you select runs when the AI reaches that outcome.

**Goal reached** means the AI decides it has helped the customer and followed its procedures. **Couldn't resolve** means the AI can't help the customer or can't follow its procedures.

The **Goal reached** dropdown includes these choices:

*   **Default — End Conversation**.
*   **No action**
*   Other tools in the organization, listed by their display name.

The **Couldn't resolve** dropdown includes these choices:

*   **Default — Route Conversation**.
*   **No action**
*   Other tools in the organization, listed by their display name.

To select an action:

1.  On the **Build** page, in the **Outcomes** section, find the **Goal reached** or **Couldn't resolve** card.
2.  From the **ACTION** dropdown, select an action.
3.  To change the other outcome, repeat steps 1 and 2 on the other card.

### Saving outcome actions

Your selections stay on the page until you save them. **Save Changes** is unavailable until you change something on the page.

To save outcome actions:

1.  On the **Build** page, click **Save Changes**.
2.  Wait for the page to confirm that the automation saved.

To return to the last saved actions, click **Discard Changes**. This button appears only when the page has unsaved changes. Discard runs immediately and doesn't ask you to confirm.

### Restoring the default outcome actions

The **Outcomes** section has no remove control. To restore the product defaults:

1.  On the **Build** page, in the **Goal reached** card, select **Default — End Conversation** from the **ACTION** dropdown.
2.  In the **Couldn't resolve** card, select **Default — Route Conversation** from the **ACTION** dropdown.
3.  Click **Save Changes**.

### Reviewing default outcome actions

The default outcome actions behave as follows:

*   **End Conversation** sets the conversation status to done. It can also end a voice call. It doesn't change who is assigned to the conversation. If the conversation is reopened, it keeps its active automation assignment. If that automation is disabled, the reopened conversation routes to a human.
*   **Route Conversation** routes the conversation to a queue or assigns it to an agent. It can also transfer a voice call to a queue.
*   **No action** means the agent runs no outcome tool for that outcome.