Custom Dispositions for Voice Calls
What Are Custom Dispositions?
Custom Dispositions allow agents or automated dialers to select a predefined outcome—such as Follow Up, Appointment Scheduled, or Not Interested—right after completing a voice call. This selection is saved with the call record, can initiate automated workflows, and appears in call reports for analysis.
Key Benefits
Using Custom Dispositions enhances call handling by providing:
- Faster wrap-up: Agents choose an outcome with one click, speeding up transition to the next call.
- Precise automation: Workflows trigger immediately based on the selected disposition, enabling actions like sending messages or requeuing leads.
- Improved reporting: Standardized outcomes become filterable columns in call reports, offering clearer insights.
- Smooth transition: Replaces older call status systems without data loss; update workflow triggers accordingly.
Creating and Managing Dispositions
Administrators can create and manage the list of dispositions available to their team. Focus on concise, action-oriented outcomes that align with your sales or service stages. You can reorder dispositions for agent convenience and edit them at any time—renaming a disposition won’t affect existing workflows.
Setup Steps
Navigate to Sub-account Settings → Phone System → Voice → Call Dispositions. Edit existing dispositions or add new ones. Each sub-account can have up to 10 dispositions.
Using Dispositions in Workflows
Dispositions integrate with workflows through the Call Details trigger. Use the Custom Disposition filter to specify which outcomes should start automations. Combine with other filters like call direction or duration to:
- Send personalized SMS or email sequences
- Re-enqueue leads in power dialer campaigns
- Apply or remove contact tags
- Create tasks or opportunities
Workflow Configuration
In the Automations section, add a Call Details trigger. Select the Custom Disposition filter and choose one or more dispositions to automate follow-up actions.
How Call Dispositions Work
After a call ends in the web dialer, agents see up to 10 disposition options. Selecting one logs the outcome, which can then trigger workflows and appear in reports.
Reporting with Dispositions
All selected dispositions are stored and accessible in Reporting → Call Reporting. A new Call Disposition column appears, allowing you to filter and analyze performance by outcome—for example, tracking how many calls resulted in a callback request.
Mobile Support
Custom Dispositions are fully supported on mobile apps for iOS and Android. Agents can select a disposition right after a call ends or from the post-call view, enabling instant logging and triggering next steps from anywhere.
Important Note
Dispositions only appear if the selected sub-account matches the call’s location. Since mobile apps can handle calls across multiple sub-accounts, cross-sub-account dispositions aren’t supported; use the Switch option if needed.
Supported Call Types
Dispositions work for:
- All calls made or received via the web or mobile app
- Calls using LC Phone or Twilio sub-accounts
Not supported for:
- Calls answered on personal numbers or desk phones
Limitations
- Only one disposition per call
- Maximum of 10 dispositions per sub-account
- Nested outcomes or multiple selections aren’t available
Migration from Call Status
If you previously used Call Status in power dialer manual actions, it has been replaced by Call Disposition. Update existing workflows to use the Custom Disposition filter in the Call Details trigger. Historical data remains, but new automations should use the current system.
User Roles and Permissions
- Admin: Can create, edit, and delete dispositions
- User: Can select a disposition after a call
Frequently Asked Questions
Do agents have to pick a disposition after every call?
No, it’s optional but recommended for accurate reporting and automation.
What happens if I rename a disposition used in workflows?
Workflows continue to function because the system tracks dispositions by internal ID.