Custom Dispositions: Choose an outcome for your call. Use it to trigger workflows
What’s new
- Post-call picker in the Web Dialer: select one disposition (example: Follow Up)
- Customizable: sub-account admins can create, edit, and delete dispositions.
- Automation-ready: new Workflow filter under "Call Details" called "Custom Disposition" for follow-ups (send messages, tag, re-enqueue in Power Dialer, etc.)
- Saved to the record: disposition appears in Call Reporting table and filters (coming soon)
Why it matters
- Faster wrap-up -> more calls per day
- Cleaner automation -> triggers based on what the rep selected, not only system status
- Better visibility -> consistent outcomes you can query and audit (reporting coming soon)
How it works
1) Finish a call
2) Pick one disposition
3) Workflows fire immediately when the chosen disposition matches your automation rules
Setup (admins)
1) Go to Settings -> Phone System -> Voice -> Call Dispositions
2) Review the defaults and add or edit up to 10 dispositions total
3) In Workflows, use the Custom Disposition filter to define follow-ups
Examples
- Requested Appointment -> send SMS with booking link and create a follow-up task
- Follow Up -> re-enqueue into Power Dialer in 2 days
- Not Interested -> add a "Do not nurture – called" tag and remove from a campaign
Important for existing automations
- If you use Call Status to drive workflows, Call Dispositions may work better for you
- Renaming a disposition: existing workflows continue working with the new name
- Deleting a disposition: workflows referencing it will stop firing; update them first
PS: Mobile app support for Dispositions is coming in a few weeks