Outcome Types

See also: Outcome Types REST API reference for request/response shapes, status codes, and error semantics.

Overview

Outcome types define the vocabulary of customer interactions that KaireonAI tracks. Every time a customer interacts with a recommendation — viewing it, clicking it, converting, dismissing it, or complaining — you record that interaction as an outcome with a specific type. Outcome types drive reporting, contact policies, behavioral metrics, and experiment analysis.

Key Fields

Field	Type	Description
`key`	string	Unique machine-readable identifier (e.g., `click`, `conversion`)
`name`	string	Human-readable display name
`description`	string	Description of when this outcome is recorded
`classification`	enum	Sentiment classification
`category`	enum	Interaction category

Classification

Value	Description
`positive`	Customer showed interest or took a desired action
`negative`	Customer explicitly rejected or had a bad experience
`neutral`	Informational interaction with no clear sentiment

Value	Description
`impression`	The customer was exposed to the recommendation
`response`	The customer took an action in response to the recommendation

System Defaults

KaireonAI ships with 10 built-in outcome types that cover the most common interaction patterns:

Key	Name	Classification	Category
`impression`	Impression	neutral	impression
`click`	Click	positive	response
`conversion`	Conversion	positive	response
`not_interested`	Not Interested	negative	response
`opt_out`	Opt Out	negative	response
`defer`	Defer	neutral	response
`dismiss`	Dismiss	negative	response
`share`	Share	positive	response
`save`	Save	positive	response
`complaint`	Complaint	negative	response

System default outcome types cannot be deleted or modified. They are always available across all tenants.

Custom Outcome Types

You can create custom outcome types to capture domain-specific interactions: Examples:

Key	Name	Classification	Category	Use Case
`quote_requested`	Quote Requested	positive	response	Insurance: customer requested a quote
`applied`	Applied	positive	response	Banking: customer started an application
`scheduled_call`	Scheduled Call	positive	response	Advisory: customer booked a follow-up
`forwarded`	Forwarded	positive	response	Customer forwarded the offer to someone
`expired`	Expired	neutral	impression	Offer expired before customer saw it

How Outcome Types Are Used

Respond API

When recording interactions via the Respond API, you specify the outcome type key. KaireonAI validates it against the registered outcome types.

Contact Policies

The outcome_based contact policy rule type references outcome types to suppress offers (e.g., suppress for 90 days after a complaint).

Behavioral Metrics

Behavioral metrics aggregate interactions by outcome type (e.g., count of click events in 7 days).

Experiments

A/B test analysis uses outcome types to calculate conversion rates and uplift (typically comparing impression to conversion).

Creating a Custom Outcome Type

Navigate to Outcome Types

Go to Studio > Outcome Types in the sidebar.

Click Create Outcome Type

Click the + New Outcome Type button.

Define the key

Enter a unique machine-readable key (lowercase, underscores allowed). This cannot be changed after creation.

Set name and description

Enter a human-readable name and description explaining when this outcome should be recorded.

Choose classification

Select positive, negative, or neutral.

Choose category

Select impression or response.

Save

Save the outcome type. It is immediately available for use in the Respond API and throughout the platform.

API Reference

List Outcome Types

GET /api/v1/outcome-types

Response:

{
  "data": [
    {
      "key": "impression",
      "name": "Impression",
      "description": "Customer was shown the recommendation",
      "classification": "neutral",
      "category": "impression",
      "isSystem": true
    },
    {
      "key": "click",
      "name": "Click",
      "description": "Customer clicked on the recommendation",
      "classification": "positive",
      "category": "response",
      "isSystem": true
    },
    {
      "key": "quote_requested",
      "name": "Quote Requested",
      "description": "Customer requested a price quote",
      "classification": "positive",
      "category": "response",
      "isSystem": false
    }
  ]
}

Create a Custom Outcome Type

POST /api/v1/outcome-types
Content-Type: application/json

Request body:

{
  "key": "quote_requested",
  "name": "Quote Requested",
  "description": "Customer requested a price quote for the offered product",
  "classification": "positive",
  "category": "response"
}

Response (201 Created):

{
  "key": "quote_requested",
  "name": "Quote Requested",
  "description": "Customer requested a price quote for the offered product",
  "classification": "positive",
  "category": "response",
  "isSystem": false,
  "createdAt": "2026-03-10T14:30:00Z"
}

Delete a Custom Outcome Type

DELETE /api/v1/outcome-types?id=<outcomeTypeId>

The query param is the outcome type’s database id (CUID/UUID), not the key slug. System outcome types cannot be deleted.

Only custom outcome types can be deleted. System defaults are permanent. Deleting an outcome type does not remove historical interaction records that used it.

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Reference

Overview

Key Fields

Classification

Category

System Defaults

Custom Outcome Types

How Outcome Types Are Used

Respond API

Contact Policies

Behavioral Metrics

Experiments

Creating a Custom Outcome Type

API Reference

List Outcome Types

Create a Custom Outcome Type

Delete a Custom Outcome Type

Next Steps

Behavioral Metrics

API Tutorial

​Overview

​Key Fields

​Classification

​Category

​System Defaults

​Custom Outcome Types

​How Outcome Types Are Used

Respond API

Contact Policies

Behavioral Metrics

Experiments

​Creating a Custom Outcome Type

​API Reference

​List Outcome Types

​Create a Custom Outcome Type

​Delete a Custom Outcome Type

​Next Steps

Behavioral Metrics

API Tutorial

Overview

Key Fields

Classification

Category

System Defaults

Custom Outcome Types

How Outcome Types Are Used

Creating a Custom Outcome Type

API Reference

List Outcome Types

Create a Custom Outcome Type

Delete a Custom Outcome Type

Next Steps