Log and customize call outcomes
A call outcome records what happened on a call. After each call you tap one outcome tile; the outcome can move the contact’s status, create a follow-up task and schedule the next call. Admins and Managers edit the outcome list in Settings › Call outcomes. Some outcomes, such as a disconnected number, are recorded automatically from what the phone network reports.
Before you start
Section titled “Before you start”- Anyone who can place calls can log outcomes.
- Only Admins and Managers see Settings › Call outcomes.
Log an outcome after a call
Section titled “Log an outcome after a call”- When the call ends, the outcome panel shows your outcome tiles, grouped the way your workspace set them up.
- Tap what happened. One tap sets the outcome, and it saves right away.
- For a follow-up, tap your follow-up outcome, then choose Call back, Send email or Create task, and set When?.
- Some outcomes ask you to confirm, for example one that marks the contact as a client or as never to be contacted again. Press Yes, that’s what happened or No, pick another.
Tapped the wrong tile? Press Change outcome.
Add or edit an outcome
Section titled “Add or edit an outcome”- Open Settings › Call outcomes.
- Press New outcome, or click an outcome to edit it.
- Set the Name, icon, colour and Grouping (which group it shows under on the dialer panel).
- Optionally:
- switch on Counts as a positive outcome,
- set Call again after a number of minutes,
- switch on Move the lead’s status when this outcome is recorded and pick the status,
- switch on Create a follow-up task when this outcome is recorded.
- Save. After the first save, a When recorded tab lets you add more actions, then press Save actions. Actions include:
- Create a task, with a title, a due date and who it is assigned to,
- Add to a list and Stop auto-dialing,
- Mark Do Not Call (compliance),
- Notify someone and Start a sequence.
Use Manage groupings to rename, recolour or reorder the groups of tiles.
Outcomes recorded automatically
Section titled “Outcomes recorded automatically”Sometimes the phone network reports what happened before anyone answers. Under When the network says…, choose the outcome to record for each report: Number not in service, Number changed, Can’t be completed as dialed, Line out of service, Busy, No answer, Call blocked by carrier and others. Pick Leave it for me for anything you would rather decide yourself.
A number the carrier reports as disconnected or reassigned is marked and not dialed again.
Troubleshooting
Section titled “Troubleshooting”Why was this number marked disconnected?
Section titled “Why was this number marked disconnected?”The carrier reported it disconnected or no longer assigned to that person when the dialer called it. The outcome shows Recorded automatically. If you know the number works, press Change outcome.
I removed an outcome but it still shows on old calls
Section titled “I removed an outcome but it still shows on old calls”An outcome still used by past calls, a network signal or an automation is hidden from new calls, not deleted, so your history stays intact.
No outcome tiles appear
Section titled “No outcome tiles appear”No call outcomes are set up for this workspace yet. An Admin or Manager can add them in Settings › Call outcomes.