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
changed to: Delivered
Mar 20, 2020

Hello everyone! 

 

This feature is rolled out to everyone. More details about how this will work and who it is applicable to here - https://knowledge.hubspot.com/calling/create-custom-call-outcomes

 

Thank you for all your feedback and patience for the last few months.


Regards,

Vijay Vadlamani

changed to: In Beta
Mar 8, 2020

Hi everyone, 

 

Checking it to see how the beta is going on. Please DM me with your feedback / comments. Plan to roll this out widely to everyone soon. 

changed to: In Beta
Mar 4, 2020

Hi everyone, 


Happy to announce that this feature is now in Beta! If you are interested in participating, please DM me your portal ID. More details about how this feature will work here - https://knowledge.hubspot.com/calling/create-custom-call-outcomes?hs_preview=rRZYTGJn-26596948209

 

Regards,

Vijay

changed to: In Beta
Mar 3, 2020

Hello everyone! 

 

We plan to start the beta for this feature in a couple of days. If you are interested in being a part of the beta group, please direct message me your Portal ID. Please note that this feature is only available for Sales & Service Professional and Enterprise customers. 

 

Thank you for your patience.


Regards,

Vijay

changed to: In Planning
Feb 6, 2020

Hello everyone! 

 

Apologies for the silence here. We just started engineering work on this feature and hope to have a beta out by end of the month. I will keep you all posted on the progress we are making. Thank you for your patience. 

 

Regards,

Vijay Vadlamani

changed to: In Planning
Oct 30, 2019

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. 

 

Regards,

Vijay Vadlamani

Sep 12, 2019

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.

 

Regards,

Vijay Vadlamani

changed to: Idea Submitted
Apr 26, 2019

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. 

changed to: In Planning
Sep 11, 2018

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

137 Replies
New Contributor

big difference between "connected" and "meaningful conversation".  Would love to be able to distinguish and look at conversion rates between meaningful conversations and booked meetings.  

 

Advisor | Gold Partner

@jennysowyrda - Is there any timeline for this that's known?

Regular Contributor

+1

Regular Contributor

We tried to add a new value for a simple "Not In Service" and couldn't find a way to customize this. +1 for adding this flexibility in the call outcomes dropdown. 

Occasional Contributor

This feature would be very helpful for our business. We have an unusually long list of different call outcomes that we need to monitor. We currently have our salespeople fill out a property we made from scratch but it is clunky and takes a lot of time. 

 

Please make this happen HubSpot. Meeting Types are customizable, why can't Call Outcomes be customizable?

New Contributor

another vote for me!  this is important for tracking conversion rates from meaningful connection to meeting.   "Connected" is not enough detail.  Please get this done.  

 

Occasional Contributor

This would be an incredibly helpful thing to have. Much like how we can edit Call and Meeting types. Call outcome Editing!

Occasional Contributor

+1 

Would help for training SDR performance. 

Top Contributor

Is there an update on this? The original request came in from early 2017 and this seems like an easy addition.

New Contributor

I agree....again.  Didn't realize the original request was 2 years ago.  Comon HS.... let's get this fixed.

Top Contributor | Platinum Partner

preach!

 

+1 the person who said there is a difference between 'connected' and productive call

 

and i'd love to have Gatekeeper for when I 'connect' with a live person but not with the person

New Contributor

Agree!  We need to be able to define a connection VS a meaningful conversation.

updated to: Idea Submitted
HubSpot Moderator

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. 

Occasional Contributor

Hey there! The little hack I've found last week for this is to customize "Call Type" (Settings-->Sales-->Call & Meeting types)

There I've put the possible outcomes for a phone call: No answer, Recepcionist, Spoke to Decision Maker, Booked Meeting, etc. (my team is composed of SDRs who make cold calling, mainly) 

 

I'm starting to measure these days. 

Hope this can help. 

Visitor

@bsn  how many votes to you Need this has been asked for two years no and we are still getting this responce- thank you for reaching out to HubSpot Support! Unfortunately, there is currently no way to add or customize the Call Outcome options. That said, this functionality is currently in planning so I would recommend up-voting and following (Options > Subscribe) a similar request in the Ideas section of our Community Forum (here). This forum is where our development team finds inspiration for many of our new features, tools, and updates. More requests/votes for a feature pushes them to look at the feature more closely. If you follow an idea, you will be notified of a change in its development status.

 

How many requests/votes do you need to keep up with your users regest. smh

New Contributor

I want to be able to add tags of the key points/type of call that was made.

Advisor | Gold Partner

There are two reminders that can be triggered:

1) You can set up email reminders to be sent (optional when creating task

2) You are notified the day it is due in the notification center (See screenshot from my Hubspot instance. Again this happens the day it is due (happens automatically). Screenshot below

 

Here is the support document for tasks -  https://knowledge.hubspot.com/articles/kcs_article/tasks/use-tasks

 

Screenshot:

Capture.PNG

New Contributor

Our company would also benefit from this idea. Being able to add and customise the outcome options.

Occasional Contributor

Missing this feature too. 🙂

Occasional Contributor

It would be very usefull YESS