What are Conversions?

What does it mean when I get a conversion?

A “conversion” means Gen reached the goal of the call - usually booking an appointment, confirming interest, or completing another key action you’ve defined for the campaign.

What counts as a conversion?

A conversion depends on how your campaign is set up. Common examples include:

• Appointment Set: Gen schedules a meeting or call with the lead

• Positive Hand-off: Gen transfers the call to a live rep when the lead agrees

• Qualified Lead Confirmed: Gen gathers required info and confirms the lead meets your criteria

• Custom Success Condition: You define a goal (e.g. confirming enrollment, RSVPing to an event), and Gen marks it complete when that happens

You can review or customize these in the campaign settings.

Where to see conversions

You’ll see conversions clearly labeled in:

• Your Dashboard (with filters to view converted leads)

• Call Transcripts (look for the green "Conversion" tag near the end of the call)

• Analytics Reports (conversion rate is tracked per campaign)

Important Notes

• Partial Successes (e.g., the lead shows interest but doesn’t fully book) usually do not count unless your settings allow it

• Manual Overrides: If you mark a lead as a conversion yourself, it won’t affect Gen’s logic or training

Need help interpreting a conversion?

If a call was marked as a conversion but you’re unsure why, open the transcript and look for the action Gen completed. If it seems incorrect, send the transcript link to [email protected] - we’ll review it.