Call Outcomes and Status-Based Filtering in Shape
Communication and Calling Tools
Handle calls, texts, and emails inside Shape for clear, organized conversations.
Call Outcomes and Status-Based Filtering in Shape
Call outcomes in Shape are designed to help you track and report on individual call attempts, separate from a record’s overall status. While record statuses describe where a lead or contact is in your pipeline, call outcomes describe the result of each specific call interaction.
Understanding Call Outcomes vs Record Statuses
Each record in Shape has a primary status such as New Lead, Attempting Contact, or Appointment Scheduled. Call outcomes work alongside those statuses to describe what happened during an individual call.
Common call outcomes include:
- No answer
- Left voicemail
- Successful contact
- Do not call
This separation allows you to keep pipeline progress and call reporting clearly defined.
Using Call Outcomes for Reporting
Call outcomes are a powerful reporting tool. They allow you to track how often calls are answered, how many voicemails are left, and how frequently meaningful conversations occur.
This data helps you understand team performance, contact effectiveness, and outreach trends without changing a record’s overall status.
Filtering Call Outcomes by Status
Shape allows you to control which call outcomes are available based on the record’s current status. This is configured within Managed Statuses using call outcome filters.
When a filter is applied to a status, users will only see the call outcomes that are relevant to that stage of the pipeline.
Creating More Intentional Workflows
Status-based call outcome filtering helps guide users toward the right selections and prevents confusion caused by long or irrelevant call outcome lists.
For example, a New Lead status might only allow outcomes such as:
- Left voicemail
- Needs more information
- Appointment scheduled
- Do not contact
As records move through the pipeline, available call outcomes can change to match what makes sense at each stage.
Why This Video Matters
Call outcomes combined with status-based filtering help enforce consistent workflows, improve reporting accuracy, and guide users toward better data entry. By limiting call outcomes based on status, Shape ensures teams always select the most relevant option and maintain clean, actionable reporting.
