Adding your own fields to Calls in Zoho CRM
Record a call's outcome, next step or anything else your team needs: custom fields on Calls, and when a separate module is the better home.
Zoho CRM's Calls module records the basics: subject, type, start time, duration, purpose and a description. Most teams need a little more. A call outcome such as "Hung up", "Quote requested" or "Call back" is the classic example, because it is the field you will want to report on later.
Need help with call outcomes and next-step fields? See our Zoho CRM automation and customisation service.
Add custom fields to Calls
Zoho’s Calls layout documentation describes call-specific sections. You can add custom fields to supported sections, but not to Call Information. Choose the section that fits the incoming or outgoing call task rather than treating the layout as an unrestricted form.
- Go to Setup → Customisation → Modules and Fields and open Calls.
- Open the layout your team uses.
- In a supported section, drag in the field you need. For a controlled outcome, consider a picklist with a short, agreed set of values so reports can group consistent responses.
- Save the layout.
Save and reopen a representative call under the intended user’s role. Test each surface the team actually uses: logging a completed call, scheduling a call and any connected telephony interface. Call type, layout section, permissions and entry surface can affect what the user sees. Do not assume that saving a field in the layout makes it visible in every popup or call record. Verify the saved value and whether it is available in the report, filter or automation you intend to use.
Keep the form short
Every field you add is one more thing to fill in after each call. A good rule: add a field only if someone will filter or report on it. Use the standard Description for free-form notes, and pick lists for anything you want to count.
Check whether standard Call Purpose or Call Result already captures the information you need. Verify the actual field type and supported editing options in your account; do not assume both are editable picklists. Use a separate controlled-value field only when the standard field does not answer the reporting requirement.
When a separate module is better
Sometimes a call carries more structure than a few fields: a discovery call with a dozen qualification questions, or a support call with several products discussed. A custom module, say Call Details, linked to the call's Contact or Deal, can hold that.
Bear in mind that a custom module's records are not activities. They won't show in Zoho's Activities views or the activity reminders. Keep the call itself in Calls, and use the custom module only for the detail.
Reporting on outcomes
Once the chosen outcome is recorded consistently, create a Calls report grouped by that field and owner. Reconcile the groups against known calls, including inbound, outbound and missing-outcome examples. A recorded label describes what the user entered; define its meaning before treating the report as a measure of conversation quality.
Talk to the team
For help with call outcomes and next-step fields, contact zsetup. Include the call reporting questions, required fields and user roles. Redacted examples are enough for an initial discussion; keep customer data and credentials out of your enquiry.
