Bookings and leads from calls
How a call automatically becomes a booking or a lead, and the auto-confirm setting.
Every call ends with an outcome. If the caller books, your voice agent creates a booking. If the caller is interested but does not book, it captures a lead. Both are linked back to the call, so nothing is lost and you always know where it came from.
You do not configure any of this per call. The agent decides based on the conversation, then writes the result to your dashboard the moment the call ends.
From call to outcome
When the caller books
When the caller agrees to book, the agent collects the details it needs (name, phone, dates, pickup, and the rest) and creates a booking. That booking is linked to the call it came from and matched to the customer by phone number.
What status the booking lands in depends on one setting: auto-confirm.
The booking is created as Confirmed straight away. No one on your team has to approve it. Use this when you trust the agent to commit to slots without a human check.
The agent also works out the rental length and the total price from your catalog's daily rate, and it generates a customer booking link so the customer can finalize the details.
Auto-confirm is set once, for your whole workspace
Auto-confirm is an organization-wide setting, not a per-call choice. It applies to every booking the agent makes. To turn it on or off, see Configuring your agent. If you are not sure which way it is set, check that page in the app.
When the caller does not book
Not every call ends in a booking. Someone might be comparing prices, checking your hours, or just not ready yet. The agent does not let these slip away.
At the end of every call, the agent records the outcome. When the caller showed interest but did not commit, it creates a lead with:
| Field | Type | Description |
|---|---|---|
| Name | The caller's name, when they gave it. | |
| Phone | The number the agent captured for follow-up. | |
| Source | voice_agent | Marks the lead as coming from the voice agent. |
| Status | New | Every captured lead starts as New, ready for your team to qualify. |
The lead is linked to the call that created it, so you can open the call summary and see exactly what was said. New leads are also scored and routed to your team automatically. See Leads for what happens next.
One outcome per call
A single call becomes either a booking or a lead, not both. If the caller books, you get a booking. If they do not, you get a lead. The agent will not create duplicates if it has already logged the outcome.
What you can trigger automatically
Both outcomes are events you can build automations on. The moment the agent creates a booking or a lead, MAZZA can fire follow-up actions for you.
booking_createdfires when a booking is made from a call. Use it to send a confirmation, notify your team, or create a follow-up task.lead_capturedfires when a lead is captured from a call. Use it to send a "thanks for calling" message or assign the lead for a callback.
A common setup
Many businesses send the caller an instant WhatsApp message after a booking is created, and a friendly follow-up after a lead is captured. See the Triggers reference to wire this up.
Where to find them
- Bookings appear on your calendar and Bookings screen, with a link back to the source call.
- Leads appear in your CRM, tagged as coming from the voice agent.
- The original call, with its AI summary and outcome, stays in Calls.
Last updated June 2026