A call outcome is how a call ended: Appointment scheduled, Estimate requested, Wrong number. Your team picks one in the call wrap-up after every call. You decide which outcomes exist, what they're called, which order they appear in, and which ones count as a real lead or a booking.
Who can do this: owners and admins change the list. Everyone who answers calls picks from it.
Open the list
Go to Settings → Phone → Scripts & outcomes. Call outcomes sits under your call scripts.
Every account starts with these outcomes:
| Outcome | Valid lead | Booked |
|---|---|---|
| Appointment scheduled | Yes | Yes |
| Existing customer inquiry | Yes | No |
| Callback scheduled | Yes | No |
| Estimate requested | Yes | No |
| No decision yet | No | No |
| Wrong number | No | No |
| Qualified lead | Yes | No |
| Voicemail left | No | No |
| Complaint | No | No |
| Spam | No | No |
| Transferred to AI | No | No |
What each part of a row does
| Part | What it does |
|---|---|
| Name | Click it to rename the outcome. Press Enter to save. |
| Valid lead | Switch on when the outcome means A real job opportunity, booked or not. |
| Booked | Switch on when The call ended with work on the board. |
| On | Switch off to hide the outcome from the wrap-up. Calls that already have it keep it. |
| Order | The up and down arrows set the order of the wrap-up buttons. |
Under each name you'll see where it shows: Wrap-up button, Under More, or Off: hidden from the wrap-up. The first six outcomes that are on show as buttons in the wrap-up; the rest sit under More.
The outcomes that come with your account are marked built in. You can rename, reorder, flag or switch them off, but not remove them.
Add your own outcome
- Click Add outcome.
- Type the Name, and switch on Counts as a valid lead and Counts as booked if they apply.
- Click Add outcome. It shows on the wrap-up from the next call.
Why the switches matter
The CSR performance report counts valid leads and bookings from these switches, so booking conversion is booked calls ÷ valid leads. Change a switch and the report recounts every call with that outcome, past calls included. See CSR performance report.
In the wrap-up
After a call, the Call wrap-up panel shows your outcomes as buttons under What was it?, with More for the rest. A fresh wrap-up starts on No decision yet.
- First person to log it wins. If a teammate already logged an outcome on the same call, yours isn't saved over it, and the wrap-up tells you Already logged by and their name. The person who logged it can still change it.
- New callers. For someone who isn't a customer yet, Wrong number and Spam save the call without adding anyone, Appointment scheduled adds a customer, and any other outcome, including your own, adds a lead.
- The outcome then shows as Outcome on the call's page in Conversations → Calls.