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

This is an URGENT requirement? It's a necessity for any B2B company - and I'm actually wondering why this is not possible yet! 

New Contributor

It's already built in. If you the admin go to setting and create your own call & meeting outcomes. 

New Contributor

OK... so I am saying something totally different.

I am not talking about "CALL TYPE" this is perfect the way is set up because I can customize myself

I am talking about CALL OUTCOME

THere are are six different options

  1. no answer
  2. busy
  3. Wrong number
  4. left life message
  5. left voice mail
  6. connected

We can not expect Hubspot to add options that user want to add because it would be un-managable. People would come up with all kinds of different options

 

HERE IS WHAT I AM SAYING

Let us users create ourcustomized options for CALL OUTCOME then we can name them what ever we want

 

Thats it...

 

Lets get this done boys and girls at development

Occasional Contributor

Yes please! It’s very surprising to me that you can’t customize this or have a separate field similar to outcomes for any other identifier that’s in a format that can easily integrate with Salesforce and/or be reported on such as product line. So it would almost be the equivalent of “campaign” in the marketing software but for logging activity via the sales tool. For instance a field to identify product line that the sales person talked about or I can think of many other identifiers different companies may need. So have the option of one or two additional fields for activity/tasks that you can customize and report on. 

Regular Contributor

Yes, this would be really useful.  We find the task functionality very limited, and not customizable enough.

Occasional Contributor

This is a great idea! For us, we would like to be able to record when the call is an incoming call that we just logged, versus actual outreach by our sales team.

updated to: In Planning
HubSpot Product Team

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

New Contributor

Please add the ability to add other outcomes to the call meeting outcomes. In our business we have kids that do not set up their voicemails, disconnected, Hung up on, etc. If we were able to add more outcomes like the call type, etc.

Occasional Contributor

I am just adding my comments on this feature. I think the ultimate solution is that this should be user-defined. I love that you give us some options to start with, but I want to be able to get a bit more granular with this, as an example, I want to have an option for Connect - Meeting Set

Occasional Contributor

I want to be able to see whether the outcome of a call was "not connected" to the right person, "connected" but not a quality conversation, or a "quality conversation" where that is defined as gaining an additional piece of qualifying information

Occasional Contributor

Yes This is a huge issue for us. 

 

Its very surprising that we do not have the ability to control the outcome of an activity. This is CRM and Sales Tracking 101. 

New Contributor

Yes,

we have been struggling with this option for the last couple of months.

We came up with some ideas but they are not very clear. I saw that other competitors have this options like Marketo. Anyway, I hope to get it soon, so it will help us.

New Contributor | Diamond Partner

I also would like to be notified when this finally comes out!

New Contributor

I would love to set up new call outcomes too

Advisor | Gold Partner

This is important to allow for individual business types to customize for their team and process

Occasional Contributor

Is there any date on the roadmap for adding this? We desperately want to move from Base (now Zendesk Sell) and are blocked due to not having call outcomes available. Please implement this feature soon!

New Contributor

I would like to be able to customise these properties too.  We set objectives for calls, and measure outcomes.  If we are able to customise then I could use HubSpot for a 'call outcomes' report rather than using a spreadsheet.  C'mon HubSpot! there are no negatives for making this customisable for those users who wish to tailor to their business objectives.  Linda

Regular Contributor

I'm adding my vote to this request.

 

This is a pretty basic function, and I'm surprised that it hasn't been resolved yet.

 

Come on HubSpot developers - give us some news!!

New Contributor

Amen. Customizable call/meeting/etc outcomes (and the ability to report on them ie: marking a Meeting type as Showed or No Showed) are necessary to use this for a long time instead of eventually moving to salesforce.

New Contributor

I am also casting my vote towards this!