Outcome rules
Choose what saving a call outcome does besides logging the call: the contact's status on a list, their lifecycle stage, and whether a deal is opened.
When you save how a call went, Hey Quad logs the call and can do more. An outcome rule says what. Each outcome has one rule with three parts:
- List status: the status the contact gets on the call list you were working.
- Move contact to: a lifecycle stage. A contact only ever moves forward: a customer is never moved back to prospect by a rule.
- Open a deal: a deal type, and the stage it starts at.
Rules run when you save an outcome in the calling mode and in the wrap-up after other calls, if you have permission to manage contacts and the CRM is on. If you don't, the outcome is still saved on the call.
What the standard outcomes do
Out of the box:
| Outcome | List status | Also |
|---|---|---|
| Interested | Talked | Moves the contact to Prospect |
| Meeting booked | Meeting | Moves the contact to Prospect and opens a deal at the deal pipeline's first open stage |
| Needs a follow-up | Call back | |
| Not interested | Not interested | |
| Left a voicemail, No answer | Tried | |
| Bad number, Spam | Bad number | |
| Asked not to be called | Do not call | Blocks the contact's numbers from calls and texts |
| Resolved, and any outcome your business has added | Talked |
Things that apply to every outcome:
- If you save a Call back on… follow-up, an open status becomes Call back, due at that time.
- Tried becomes Out of tries once the person has used all the tries the list allows.
- A contact has one open deal at a time. If they already have one of that type, the outcome links to it instead of opening a second.
- If a deal can't be made, for example because the contact has no phone number or email, the outcome is still saved and the rest of the rule still applies.
- A closed status such as Meeting stays closed.
"Asked not to be called" always blocks the number, whatever the rule says about the list status.
Change a rule
You need permission to manage the CRM (owners and admins have it).
- Go to Settings → Call outcomes & review and find Outcome rules.
- Each row is an outcome. Standard outcomes say Standard; the ones your business added say Your outcome. A row you've changed says changed.
- Change List status, Move contact to (choose Leave as is for no move) and Open a deal. Pick the deal type, then the stage; First open stage is the default.
- Turn Apply this rule off to stop a rule's stage move and deal. The outcome then only gives the contact its usual list status.
- Reset puts a row back to the default.
Changes take effect for the next outcome you save. They don't change contacts you've already worked.
If your deal pipeline has stages like "Meeting" or "Quote sent", point Meeting booked at the stage where a booked meeting belongs. You set up your own deal stages under Settings → Work types.
People without permission to manage the CRM see the rules but can't change them.
To add your own outcomes, go to Settings → Call outcomes & review → Call outcomes. They appear as choices in the calling mode and the wrap-up, and each gets a rule you can set.
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