Set up your pipeline, call outcomes and fields

Define the stages

Setup → Pipeline. Every stage has a kind: open (still being worked), won or lost. Keep it short — five to seven stages is typical. The calling queue only picks leads in open stages.

Create the call outcomes (dispositions)

Setup → Call outcomes. Each outcome has a group (Interested, Call back, Not connected…), whether it counts as connected, a default follow-up delay in minutes, and an optional stage to move the lead to. Agents pick one of these with a single tap after every call.

• Connected outcomes: Interested, Send details, Visit booked, Won
• Later: Asked to call later, Comparing options
• Not connected: No answer, Busy, Switched off, Wrong number
• Closed: Not interested, Do not call

See what an outcome does

When an agent saves an outcome, the lead’s attempt count goes up, the next follow-up is set from the default (unless the agent changed it), the stage moves if the outcome says so, and the timeline records the call with its duration and note. Nothing else needs typing.

Add the fields your sales process needs

Setup → Custom fields. Custom fields (text, number, currency, date, select, multi-select, checkbox, URL, email, phone) appear on every lead and can be mapped from imports. Mark a field required only if a missing value breaks a downstream step.

Attach questions to outcomes (optional)

Setup → Call outcomes (Feedback questions). Add default questions asked after every call, or questions attached to a specific outcome — budget after “Interested”, reason after “Not interested”. Choose whether feedback is mandatory: Remind, Block the next call, or Optional.