Optimizing Call Outcomes and Triggers for Workflow Automation

Call Outcomes are the engine behind automation in Symbo. When configured correctly, they allow you to automatically move prospects through your pipeline, control Power Dialer behavior, assign ownership, update your CRM, and trigger advanced workflows after every call. This guide shows you how to design, configure, and optimize Call Outcomes and Triggers so your sales process runs on autopilot.

Prerequisites

• Administrator or Org Settings access

• Power Dialer enabled (for Power Dialer triggers)

• CRM connected and mapped (for status and field updates)

• At least one sequence created (for Engage/End Sequence triggers)

Step 1: Create and Define a Call Outcome

Navigate to Call Outcomes

• From the Symbo Dashboard click on your Profile Icon/Avatar and open Organization settings.

• Go to Outcomes → Call outcomes, or head straight to app.symbo.ai/org-settings?type=call-outcomes.

Create a New Outcome

• Click Add outcome.

• Give it a clear, business-meaningful name (e.g., Interested – Needs Closing, Bad Timing, Wrong Number).

Save the Outcome

Click Save to confirm your new Call Outcome.

(Optional) Set an Auto-apply Outcome

Use the Auto apply outcome selector at the top of the page if you want a default outcome applied automatically after calls. This setting saves on its own as soon as you pick an outcome — no extra save step.

Step 2: Attach Automation Triggers to the Outcome

Edit the Outcome

On Outcomes → Call outcomes, click Edit (pencil icon) under Actions on your outcome.

Add a Trigger

• Click Add trigger.

• Select the trigger you want (e.g., Update Prospect Status, Engage Sequence, Assign User).

Configure Trigger Settings

• Some triggers require configuration (e.g., selecting a status, user, sequence, field, or delay time).

• Others require no setup (e.g., Remove from Active Power Dial Session, Blacklist Number).

Stack Multiple Triggers

• You can add more than one trigger.

• Triggers execute sequentially, in the order they are listed.

Save the Outcome

Click Save after adding all triggers.

Step 3: Validate the Workflow on a Prospect

Sub-step: Open a Prospect Profile

• Go to any prospect record.

Sub-step: Make a Test Call

• Place a call and end it.

Sub-step: Apply Your Outcome

• Select the outcome you configured and click Save.

Sub-step: Verify the Result

• Check that the trigger actions ran:

  • Status changed

  • Sequence engaged or ended

  • Owner reassigned

  • Power Dialer behavior updated

  • CRM fields synced

Sub-step: Adjust If Needed

• Return to Organization settings → Outcomes → Call outcomes to refine your configuration.

Step 4: Confirm End-to-End Automation

Sub-step: Start a Power Dial Session

• Dial several prospects.

Sub-step: Trigger Different Scenarios

• Drop a voicemail

• Let a call fail

• Apply an outcome manually

Sub-step: Watch Buckets Update

• Verify movement between:

  • Queued

  • Attempted

  • Completed

  • Removed

Sub-step: Verify CRM Sync

• Open the prospect in your CRM and confirm:

  • Status updates

  • Field updates

  • Notes or tags

Trigger Deep Dives (Advanced Configuration)

Each section below guides you how to setup and optimize your outcome triggers

Trigger: Update Prospect Status

What it does:
Automatically updates the prospect’s pipeline status.

When to use:

• Move leads through sales stages

• Track qualification progress

• Drive CRM reporting

How to configure:

1. Edit your outcome.

2. Add trigger → Update Prospect Status.

   

3. Select the desired status.

4. Save.

What happens after:

• The prospect status changes instantly.

• If mapped, it syncs to your CRM.

Trigger: Engage Sequence

What it does:
Automatically enrolls a prospect into a sequence.

When to use:

• Follow-ups

• Nurturing workflows

• Demo scheduling

How to configure:

1. Add trigger → Engage Sequence.

   

2. Select the sequence.

3. Save.

What happens after:

• The prospect appears in the selected sequence. (Be careful when selecting prospects already engaged in another sequence)

Trigger: End Sequence

What it does:
Stops active sequences.

Two modes:

• Global: Ends all active sequences

• Specific: Ends only one selected sequence and applies a sequence outcome

When to use:

• Prospect becomes qualified

• Deal enters closing stage

• Prospect opts out

Trigger: Assign User

What it does:
Transfers ownership of the prospect.

When to use:

When assigning to new users on your Team:

• SDR → Account Executive

• Account Executive → Closer

• Team handoffs

Trigger: Remove from Active Power Dial Session

What it does:
Moves the prospect to the Removed bucket in Power Dialer.

When to use:

• Qualified leads

• Do-not-call requests

• Compliance risks

Trigger: Retry Power Dial Call

What it does:
Moves a completed call back to the Queued bucket after a delay.

When to use:

• Call-back requests

• Gatekeeper conversations

Trigger: Blacklist Number

What it does:
Blocks the phone number from being dialed again by anyone in your org.

When to use:

• Legal compliance

• Explicit “do not call” requests

Trigger: Mark as Wrong Number

What it does:
Marks only the dialed number as invalid on the contact.

When to use:

• Contacts with multiple phone numbers

• Data hygiene improvements

Trigger: Trigger CRM Sequence

What it does:
Enrolls the prospect into a sequence that exists inside your CRM (such as HubSpot), instead of a sequence built inside Symbo.

When to use:

• When your team already runs sequences in HubSpot (or another CRM)

• When marketing or sales ops manages automation directly in the CRM

• When you want Symbo to trigger CRM-native workflows after calls

How to configure:

1. Open Organization settings → Outcomes → Call outcomes.

2. Edit an existing Call Outcome or create a new one.

3. Click Add Trigger and select Trigger CRM Sequence.

4. Choose the CRM sequence from the dropdown list.

   • The list will mirror your CRM sequences (e.g., HubSpot sales sequences).

5. Click Save.

What happens after it runs:

• When the Call Outcome is applied:

  • Symbo will initiate the trigger in your CRM.

  • The prospect is enrolled directly into the selected CRM sequence.

  • The CRM controls all follow-up actions (emails, tasks, delays, automation).

Common mistakes:

• Expecting the sequence to appear inside Symbo (it runs only in the CRM)

• Selecting a CRM sequence that is inactive or restricted

• Using this trigger without a properly connected CRM

• Confusing this with the Engage Sequence trigger (which runs Symbo sequences, not CRM sequences)

Trigger: Webhook to URL

What it does:
Sends call and prospect data to an external system.

When to use:

• Zapier automations

• Analytics

• Compliance logging

Trigger: Update Prospect Field

What it does:
Updates any default or custom field on the prospect.

When to use:

• Call summaries

• Qualification notes

• Interest tagging

Example: High-Impact Multi-Trigger Workflow

Outcome Name: Interested – Needs Closing

Triggers in order:

1. Remove from Active Power Dial Session

2. End Sequence

3. Update Prospect Status → Open Deal

4. Assign User → Closer

5. Update Prospect Field → Summary

Result:
One click transitions a lead from active dialing into the closing pipeline, stops all outreach, assigns the closer, updates CRM records, and preserves context.

Best Practices

• Design outcomes around business states, not call results

• Use clear and descriptive names

• Stack triggers strategically

• Always think in terms of “What should never happen again after this outcome?”

Common Mistakes

• Forgetting to remove qualified prospects from Power Dialer

• Not using Assign User for ownership handoffs

• Missing CRM mappings

• Overusing generic outcomes