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📊 Understanding Call Outcomes in Shilo

Shilo tracks and classifies call results so you can measure performance, spot coaching opportunities, and keep your pipeline healthy. Below are the definitions of each outcome category you’ll see in the platform.

Updated over a week ago

✅ How to Use This Doc
Think of these outcomes as a standardized language for what happened on a call. They make it easy to coach, measure conversion, and ensure compliance—without anyone needing to guess what “really” happened.


đŸ”č Sales & Recruiting Outcomes

Appointment Outcomes

  • Appointment Set
    A meeting is scheduled with a specific date and time. This can be in person or virtual (e.g., a listing consultation, showing, buyer consultation, or Zoom).
    ​Important: follow-up calls don’t count unless they’re explicitly scheduled as a meeting.

  • Appointment Not Set
    No appointment was secured.

  • Asked for Appointment
    The agent directly asked the prospect to schedule a meeting.

  • No Ask for Appointment
    The agent did not attempt to set an appointment.

Next Step / Interaction Outcomes

  • Next Step Created
    A specific follow-up action was agreed upon (e.g., scheduling another call, confirming a Zoom consult, setting a showing).

  • Call Back Requested
    The prospect asked the agent to call again later (date/time may or may not be given).

  • Left Voicemail
    The outcome of the call was leaving a voicemail instead of speaking live.

Prospect Response Outcomes

  • Not Interested
    The prospect clearly said they’re not interested in moving forward.

  • Wrong Number
    The call reached someone other than the intended prospect.

  • Do Not Call
    The prospect asked not to be contacted again.

Catch-All

  • Other
    For rare cases that don’t fit any of the above categories.


đŸ”č Customer Service Outcomes

Resolution & Satisfaction Outcomes

  • Issue Resolved
    The client’s concern was fully addressed and they confirmed they’re satisfied.

  • Customer Satisfied
    The client expressed general satisfaction, even if no specific issue was resolved.

Pending / Follow-Up Outcomes

  • Follow-Up Requested
    The client is waiting on additional steps or information (e.g., inspection reports, lender approval).

  • Next Step Created
    A follow-up action was scheduled or agreed upon.

  • Call Back Requested
    The client asked the agent to call again at a later time.

  • Left Voicemail
    A voicemail was left instead of connecting live.

Feedback & Issues Outcomes

  • Negative Feedback
    The client voiced frustration or dissatisfaction.

  • Financial Issues
    The client mentioned money-related obstacles or discrepancies that must be resolved.

Referral & Contact Outcomes

  • Vendor Referred
    The client was directed to another professional (e.g., inspector, lender, insurance).

  • Wrong Number
    The call reached someone who wasn’t the intended client.

  • Do Not Call
    The client asked not to be contacted again.

Catch-All

  • Other
    Any situation that doesn’t fit the categories above.


đŸ”č Non-Licensed ISA Outcomes

These outcomes apply when Inside Sales Agents (ISAs) are making calls and must stay within compliance boundaries.

Appointment Outcomes

  • Appointment Set / Not Set
    Same definition as Sales & Recruiting outcomes.

  • Asked for Appointment / No Ask
    Whether the ISA attempted to set an appointment.

Next Step / Interaction Outcomes

  • Next Step Created
    A specific follow-up action is scheduled.

  • Call Back Requested
    The prospect asked for a call at a later time.

  • Left Voicemail
    A voicemail was left instead of connecting live.

  • Prohibited ISA Topic
    The ISA entered into a conversation they are not licensed to handle (see “Prohibited Topics” below).

Prospect Response Outcomes

  • Not Interested / Wrong Number / Do Not Call
    Same as Sales & Recruiting outcomes.

Catch-All

  • Other
    For cases that don’t fit elsewhere.


đŸš« Prohibited Topics for ISAs

Inside Sales Agents must not give advice or make statements in areas that require a real estate license. These include:

  • Property value or pricing advice (“That home is worth $540k”).

  • Negotiation strategies (“Ask them to cover closing costs”).

  • Presenting or conveying offers (“I’ll submit your offer”).

  • Explaining or drafting contracts (“That contingency means you can walk away”).

  • Advising on contingencies (“Waive appraisal to win the deal”).

  • Commissions or fees (“We’ll discount our commission to X%”).

  • Financing advice (“Rates are 6% today”).

  • Property condition opinions (“This is a safe area”).

  • Non-public/inside information (“The seller is desperate to close”).

  • Escrow/wire instructions (“Send the money to this account”).

  • Inspection or appraisal outcomes (“This won’t fail appraisal”).

  • MLS/advertising promises (“We’ll make it Active tomorrow”).

  • Implying licensure (“I’m your agent”).

  • Accepting commitments/authority (“We accept your offer”).

  • Legal/tax/HOA interpretation (“This easement means you can park here”).

Safe Alternatives:
ISAs can always connect the prospect to a licensed agent or lender, explain the team process, or describe what services are available.


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