Customize Call Outcome options

I would like to be able to customize the drop down list from the call outcome option as it doesn't represent the outcomes I would like recorded. Is this possible? Otherwise can we turn it off so it doesn't state no outcome on the timeline?

HubSpot updates
105 Replies
New Contributor

In my opinion, the ideal would be to enable us one, two or three editable options so that everyone can customize the options at their convenience given that everyone will have a different idea of how to customize. Therefore it would be like "generic options".


Anthony Soto

ArcelorMittal Costa Rica




Is there a timeline now that it's "In Planning"? 


I received another request from a customer today to further support the need. 

HubSpot Product Team
HubSpot Product Team

Hi everyone, 


First off, apologies for the back and forth on this feature request over the past week. 


My name is Vijay Vadlamani and I recently joined HubSpot as a Product Manager in charge of Email and Calling Features within the HubSpot CRM. I'm here to provide an update on this feature request.


My team is currently working on improving the core infrastructure and performance related issues with calling which will make the calling experience reliable, fast, and that just works for our customers across all regions. This means we are unable to immediately deliver on additional customization features such as this one at this point in time and I unfortunately don't have an exact timeline. However, we realise the value this feature adds and your feedback here will help us priortize once we accomplish our immediate objective - to make calling fast and reliable for all our customers.


Thank you for your patience and I will keep you all posted on our progress.



Vijay Vadlamani

Occasional Contributor

Making "Not Available" a feature in the Select an Outcome field for calls.


Sometimes when calling someone, that person just isn't available. There is no point in leaving a message if you are speaking with a gatekeeper, and No Answer doesn't make sense either.

This would be helpful for data purposes on the sales side.

New Member

We have a lot of Call Outcomes with "No Value" because the calls don't fit any of the given classifications.  I'm not sure what the exact lables should be but there should be additional classifications for calls such as:


  • Hang-up/Disconnect (when calls are cut before any real communication)
  • Accidental (dialed by mistake)
  • Other (dialed for testing or anything else)


Occasional Contributor

This is very important - just make it the same as call/meeting type drop down - should be very straightforward.

New Contributor

I need an additional Call Outcome option.  Specifically, there is no applicable option to select when you make a call and the call doesn't connect.  There are instances where I make a call in HubSpot and the call doesn't connect.   A message pops up "Call failed please check the number you are calling".  I have confirmed I am calling a valid number.  The current available outcomes do not apply.


I would love to have the ability to create my own or have HubSpot add an additional outcome to the default choice list.

New Member

I feel this feature is an absolute must-have. There are many outcomes that are missing.  


This is a feature that is definitely based on the individual business or user and should have been a custom option from the start. 

I also feel this should be a priority as the more incorrect data we have to input only makes it harder looking back and to move forward.

New Contributor

I'm all for this as well. 

We do a significant number of Face to Face "calls" with our clients and the outcomes list is not at all relevant to those types of calls.

I'd love to see hubspot re-evalute this. I'm able to customize the "call type", it seems common sense to me you'd allow the admins to have customized outcomes as well.

Regular Contributor

Can we please work on a timeline for this? We can customise meeting types already but the call outcomes are really important.