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
Customize Call Outcome optionsHubSpot Product Team
changed to: In Planning

Hey everyone!


I have some good news for you all! We are picking up this feature for development. Since rolling out this feature requires coordination between multiple product teams, I don't have an exact timeline now but hope to share more details soon.


I would love to recruit some beta test users when we are ready. Keep an eye out for my updates. 


Thank you for your patience while we work on delivering this feature. 



Vijay Vadlamani

Customize Call Outcome optionsHubSpot 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

Customize Call Outcome optionsHubSpot Moderator
changed to: Idea Submitted

Hi HubSpot Community! 


We're continuing to evaluate the possibility and details surrounding  "Customized Call Outcome Options". However, at this point I am going to move this idea backwards to the "Idea Submitted" stage as we are not actively planning to deliver this in the coming weeks or months. We're continuously focused on building great products that can help you grow better, but at this time our efforts are focused around rounding out our core offerings as opposed layering on customization. 


That said, we certainly see the value in allowing customizable call outcomes and will update this issue when we re-shift our focus towards solving this problem. 

Customize Call Outcome optionsHubSpot Product Team
changed to: In Planning

We're planning on adding this functionality! Stay tuned for further updates.

110 Replies
New Contributor

I also would like to know this please! 

Esteemed Contributor

I'd like to include, in this Call Outcome drop-down:

1. Unavailable

2. On medical leave

3. On sabbatical


New Contributor

On this same note, why not just make this a contact property field so that the field and its values can be leveraged in other parts of the platform functionality, such as syncing to integrations, workflows, etc? This would be ideal. 

New Member

I'm also looking for this feature, would make my day-day much easier! 

Regular Contributor

I would rather see a spot for a custom outcome that would then become a new dropdown.

Occasional Contributor

I would like to be able to customize the call que to differentiate my calls a little more.

For example, I want to distinguish when the difference from when I actually spoke to the decision maker or the gatekeeper.


The way I do it now is, If I speak with the gatekeeper I use the left live message button and if I speak to the decision maker then I use the connected button. By being able to customize the drop-down I would be able to create my own measurements. i.e. (gatekeeper, decision maker).

Esteemed Contributor

I'd like this function as well.

New Contributor

I absolutely love my dashboard. Customising call outcomes is the area which will attract MASSIVE volumes. This is a vital reporting tool for companies like ours. I cannot wait for this to happen. Please develop this soon folks. 


Allen Wales

New Member

Just messaged support, and it looks like this isn't a feature yet. It would be SO helpful to be able to break down & create custom call outcomes & report on them. The list given is a bit limited and doesn't fit with every business. Right now, I am going to have to track this manually, which I didn't have to do with Salesforce! Lots of Hubspot customers would benefit a lot from this feature. 

New Contributor

I dont thnk you should add more options on the drop down menu. If your engineers start considering all options user are sugesting then your drop down menu would be un-managable. Also there are some good ones out the Smiley Happy

You guys should create 7 options and let users name them so that when I look at the call outcome reports on the dashboard it will give me a perfect idea of what the day looks like. 

Also, I should be able to create a view based on the call outcome.


Can you please have your engineers put a move on this?


ok, that's all for now