> ## Documentation Index
> Fetch the complete documentation index at: https://docs.getzell.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom Call Types & Outcomes

> Configure the call categories and result labels Zell uses for scoring, reports, and integrations

## Overview

Call types and call outcomes control how Zell classifies real customer conversations.

<CardGroup cols={2}>
  <Card title="Call Type" icon="phone-call">
    What kind of conversation took place, such as a cold call, demo, discovery call, renewal call, or support call.
  </Card>

  <Card title="Call Outcome" icon="flag-checkered">
    What happened as a result of the conversation, such as a demo booked, no interest, information requested, or another team-specific result.
  </Card>
</CardGroup>

Zell includes default values for both concepts. Admins can add custom values when the defaults do not match the team's process.

***

## How Zell Uses Them

### Call Types

Call types are used to route calls into the right coaching and evaluation setup:

* **Scorecards** can be assigned to specific call types.
* **Default scorecards** use call type to decide which scorecard should automatically score an imported real call.
* **Bots and playbooks** can be aligned with the kind of conversation a user needs to practice.
* **Reports** can be filtered by call type to compare performance across conversation types.

### Call Outcomes

Call outcomes are used to summarize the result of a real call:

* **Real call reports** can be filtered by outcome.
* **Imported calls** from dialers and calling tools can be categorized automatically.
* **Integration mappings** can map external tags or dispositions into Zell's outcome labels.
* **Coaching reviews** can separate successful calls from calls that need follow-up.

***

## Default vs. Custom Values

Default values are available to every workspace and are read-only. Zell localizes the default labels in the app where supported.

Custom values belong to your tenant. They appear alongside the defaults in call type and outcome selectors.

<Note>
  Custom values do not replace defaults. If you no longer need a custom value, remove it from the custom list.
</Note>

### Default Call Types

Zell's default call types include:

* Cold Call
* Demo
* Gatekeeper
* Discovery
* Check-in
* Warm Call
* Customer Care
* Proposal

### Default Call Outcomes

Zell's default call outcomes include:

* Contact Received
* Demo Booked
* Information Requested
* No Interest
* Pilot Booked
* Stakeholder Intro
* Other

***

## Add Custom Call Types

<Steps>
  <Step title="Open Tenant Settings">
    Open **Settings** → **Tenant Settings**.
  </Step>

  <Step title="Go to Call Types">
    Select **Call Types** from the tenant settings menu.
  </Step>

  <Step title="Review Defaults">
    The default call types are shown as locked labels. They are available automatically and cannot be edited.
  </Step>

  <Step title="Add a Custom Type">
    Click **Add call type**, enter a label, and add a description that explains when this call type should apply.

    <Tip>Use the same language your team already uses, such as "Renewal Call", "Onboarding Call", or "Technical Qualification".</Tip>
  </Step>

  <Step title="Save Changes">
    Click **Save Changes**. The custom call type becomes available in scorecards, bots, playbooks, integrations, and report filters.
  </Step>
</Steps>

***

## Add Custom Outcomes

<Steps>
  <Step title="Open Tenant Settings">
    Open **Settings** → **Tenant Settings**.
  </Step>

  <Step title="Go to Call Outcomes">
    Select **Call Outcomes** from the tenant settings menu.
  </Step>

  <Step title="Review Defaults">
    The default outcomes are shown as locked labels. They are available automatically and cannot be edited.
  </Step>

  <Step title="Add a Custom Outcome">
    Click **Add outcome** and enter the result label your team needs.

    <Tip>Write outcomes as final states, such as "Trial Started", "Budget Confirmed", or "Competitor Mentioned".</Tip>
  </Step>

  <Step title="Save Changes">
    Click **Save Changes**. The custom outcome becomes available for real call categorization, reporting, and integration mappings.
  </Step>
</Steps>

***

## Map Integrations

For connected calling tools, configure mappings after you add custom values.

### Aircall

Aircall tags can be mapped to a call type, an outcome, or both. When a mapped tag is present on an imported call, Zell uses the mapped value instead of relying on automatic classification.

<Steps>
  <Step title="Open Aircall Settings">
    Go to **Tenant Settings** → **Integrations** → **Aircall**.
  </Step>

  <Step title="Refresh Tags">
    Click **Refresh Tags** if the tag list is outdated.
  </Step>

  <Step title="Map Tags">
    For each Aircall tag, choose the matching call type and/or outcome.
  </Step>

  <Step title="Save">
    Save the mapping so future Aircall imports use your configured labels.
  </Step>
</Steps>

### Amplemarket

Amplemarket dispositions can be mapped to Zell call outcomes.

<Steps>
  <Step title="Open Amplemarket Settings">
    Go to **Tenant Settings** → **Integrations** → **Amplemarket**.
  </Step>

  <Step title="Refresh Dispositions">
    Refresh dispositions to pull the latest values from Amplemarket.
  </Step>

  <Step title="Map Outcomes">
    Match each disposition to the Zell outcome it represents.
  </Step>

  <Step title="Save">
    Save the mapping so future Amplemarket imports use your configured outcomes.
  </Step>
</Steps>

***

## Limits and Behavior

* You can add up to **50** custom call types.
* You can add up to **50** custom call outcomes.
* Labels cannot be empty.
* Duplicate custom labels are ignored.
* Custom labels that exactly match default labels are ignored.
* Saving replaces the current custom list with the values shown on the settings page.

<Warning>
  Removing a custom call type can affect scorecards, bots, playbooks, and mappings that were using it. Review related configuration before deleting values that are already in use.
</Warning>

***

## Best Practices

<CardGroup cols={2}>
  <Card title="Keep Labels Short" icon="text-cursor-input">
    Use labels that are easy to scan in filters, tables, and mapping menus.
  </Card>

  <Card title="Avoid Overlap" icon="split">
    Do not create custom values that mean nearly the same thing as an existing default or another custom value.
  </Card>

  <Card title="Use Process Language" icon="users">
    Match your CRM, dialer, and sales process vocabulary so mappings are easier to maintain.
  </Card>

  <Card title="Update Scorecards" icon="star">
    After adding a new call type, assign relevant scorecards and default scorecards so real calls are evaluated automatically.
  </Card>
</CardGroup>