Call Dispositions

A disposition is the outcome tag a team member picks right after a call ends — "Interested," "No Answer," "Not a Fit," whatever fits your process. It turns "what actually happened on that call" into structured data you can automate and report on.

Setting up custom dispositions

1. Go to Settings > Phone System > Voice > Call Dispositions.
2. Add, edit, or remove options to match your own sales or support process — you're not limited to the defaults.
3. Save.

You can have up to 10 dispositions active at once, so pick ones that map to real, distinct next steps rather than an exhaustive list.

Using them

After a call, the agent selects a disposition from the configured list. It's optional, but selecting one consistently is what makes the data useful.

What dispositions power

• Automations — the Call Details workflow trigger can fire based on the disposition selected, so you can automatically send a follow-up text, re-enqueue a lead, or apply a tag.
• Reporting — dispositions populate the call reporting dashboard so you can see outcomes across your team, not just call counts.

Renaming a disposition later won't break workflows built on it — the underlying reference stays intact. Deleting one, however, will stop any automation that filters on it until you update that workflow's filter.