Call and Meeting Outcomes
Call and Meeting Outcomes help you track and categorize the results of your calls and meetings, giving you better insights into your sales activities and performance.
Overview
Outcomes represent the result of a connected call or a completed meeting. They help you understand what happened during your conversations and provide valuable data for reporting and analysis.
Key Benefits:
Track the effectiveness of your calls and meetings
Generate more accurate performance reports
Reduce manual data entry
Getting Started
Availability
Call and Meeting Outcomes are available to users on Growth and Scale plans.
Managing Outcomes
Creating Outcomes
Go to Settings > Communications > Outcomes
Click "Add Outcome"
Enter the outcome name
Add a description (optional but recommended)
Choose whether it applies to calls, meetings, or both
Save your outcome
Best Practices for Defining Outcomes
Use clear, descriptive names
Add detailed descriptions to guide your team
Order outcomes logically for quick selection
Keep the list manageable (avoid too many similar outcomes)
Setting Outcomes on Calls
When to Set Outcomes
During the call: Use the outcome dropdown in the call interface
After the call: Edit the call activity to add an outcome
Important Notes
Outcomes are not mandatory - you can leave them blank
Only appears for connected calls
If not set within 24 hours, the outcome section is minimized, but can be added later via the "More" menu
Setting Outcomes on Meetings
When to Set Outcomes
Before the meeting: Prepare for expected results
During the meeting: Update in real-time
After the meeting: Reflect the final outcome
Meeting + Call Combinations
If a call is attached to a meeting, you'll see outcomes for both calls and meetings in the dropdown.
Managing Outcomes
Editing and Deleting Outcomes
Only users with "Manage Customizations" permission can edit
Changing the name updates it everywhere it was previously used
Descriptions can be updated anytime
When an outcome is deleted, that outcome can no longer be used on future activities, but existing activities are unchanged.
Voicemail Drop Automation
If you utilize our voicemail drop functionality, you can link any outcome to the voicemail drop feature so that it is automatically set when a voicemail is dropped.
Setting Up
Go to Settings > Communications > Outcomes
Find the outcome you want to use for voicemail drops
Mark it as your "Voicemail Drop Outcome"
Changing Voicemail Drop Outcome
You can change which outcome is used for voicemail drops
Remove the automation entirely if desired
Only one outcome can be designated for voicemail drops
Reporting and Analytics
Activity Reports
Outcomes appear in Activity Overview and Activity Comparison reports with three metrics per outcome:
Total count (e.g., "Demo Completed - Total")
Total duration (e.g., "Demo Completed - Total Duration")
Average duration (e.g., "Demo Completed - Average Duration")
Search and Filtering
Search: Find leads with specific call or meeting outcomes
Conversations: Filter conversation views by outcome
Reports: Generate reports based on outcome data
Available Filters
Find Calls where... outcome equals specific value
Find Meetings where... outcome equals specific value
Find the latest Call where... outcome equals specific value
Find the last completed Meeting where... outcome equals specific value
Best Practices
Here are some best practice tips for getting the most out of Outcomes.
Team Training
Provide clear descriptions for each outcome
Train your team on when to use each outcome
Review outcome usage regularly to ensure consistency
Outcome Design
Focus on final results rather than intermediate steps
Example: Use "Demo Completed" rather than "Gatekeeper → Decision Maker → Demo"
Keep outcomes actionable and meaningful for reporting
Utilize Outcomes in Workflows to automatically pause a Workflow when an intended Outcome has been reached
Regular Maintenance
Review and clean up unused outcomes
Update descriptions as your process evolves
Ensure outcome names remain clear and relevant