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# Outcomes

> Track the results of calls and meetings with Outcomes in Close. Create Outcomes, set them on calls and meetings, and report on them. Growth and Scale.

## 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

Outcomes are created and managed within Playbooks.

1. Go to **Settings > Playbooks and Outcomes**
2. Open the relevant **Playbook**
3. In the **Playbook** edit view, add or edit its **Outcomes**
4. Enter the outcome name and description (optional but recommended)
5. Set whether the outcome applies to calls, meetings, or both
6. Save

> **Outcomes and Chloe**
>
> For Playbooks linked to a Chloe Voice Agent, Outcomes are configured in the Voice Agent's Settings tab instead.

![Modal dialog for editing an outcome with name, description, and applies-to fields.](https://close-prd-help-docs.s3.us-west-2.amazonaws.com/feature-guide/outcomes/edit_outcome_modal_aafdee.png)

> **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

The Outcomes available for a call are determined by whichever Playbook is applied to it. Apply a Playbook first, then select the Outcome. If no Playbook is applied, no Outcomes will be available to select.

### 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

![Dropdown menu showing call outcome options with Qualified selected and Manage Outcomes link.](https://close-prd-help-docs.s3.us-west-2.amazonaws.com/feature-guide/outcomes/outcome_dropdown_menu_f2f2ff.png)

### 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

![Call activity entry showing a dropdown menu with Add Outcome, Add note, Copy link, and Delete call options.](https://close-prd-help-docs.s3.us-west-2.amazonaws.com/feature-guide/outcomes/call_activity_menu_f34637.png)

## Setting Outcomes on Meetings

The Outcomes available on a meeting are determined by whichever Playbook is applied to it. Apply a Playbook first, then select the Outcome. If no Playbook is applied, no Outcomes will be available to select.

### 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

![Dropdown menu showing selectable meeting outcomes like No Show, Follow Up Needed, and Demo Completed.](https://close-prd-help-docs.s3.us-west-2.amazonaws.com/feature-guide/outcomes/meeting_outcome_dropdown_522e4a.png)

> **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

* Go to **Settings > Playbooks and 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

1. Go to **Settings > Communications > Outcomes**
2. Find the outcome you want to use for voicemail drops
3. Mark it as your "Voicemail Drop Outcome"

![Playbook outcomes table showing outcome names, applicability, and an open action menu with edit and delete options.](https://close-prd-help-docs.s3.us-west-2.amazonaws.com/feature-guide/outcomes/outcomes_list_menu_5136eb.png)

### 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