Call resolutions are labels used to categorize the outcomes of your calls. They help you analyze call data in reports and track different types of call outcomes.
Reply provides three default call resolutions: Positive, Negative, and To Call. You can also create custom resolutions to match your specific call outcomes.
How to manage call resolutions
To access call resolutions:
Click your profile name in the header menu.
Select Settings.
Go to Calls → Call resolutions.
Create a custom call resolution
Open Settings → Calls → Call resolutions.
Click Add resolution.
Enter a label name.
Select a default value to associate with the resolution: Positive, Negative, or To Call.
Click Add.
The new resolution will appear in the list and can be used for future calls.
💡A custom call resolution must be linked to one of the default values before it can be saved. This determines the contact status Reply assigns after the call:
Positive or Negative → Called
To Call → To Call
Edit a custom call resolution
Go to Call resolutions.
Click the edit icon next to the resolution.
Make your changes and save them.
💡Changes apply only to future calls and calls labeled after the edit. Calls that were already labeled keep their original resolution.
Delete a custom call resolution
Go to Call resolutions.
Click the delete icon next to the resolution.
Choose how you want to handle the resolution:
Delete it and remove it from all contacts.
Delete it and migrate its associated history to another resolution.
If you choose to migrate the history, select another resolution from the dropdown. Then click Delete.
💡After a resolution is deleted, it is removed from contacts. However, call records with the deleted resolution remain in the contact's profile under the Activity tab.
Limitations and important notes
Only custom call resolutions can be edited or deleted. Default resolutions cannot be modified.
Custom call resolutions are shared across your Reply team, so all team members can use them.